I am disappointed in my recent Apple Service experience. The Airport Extreme I bought at the end of January has died. The connection drops intermittently, requiring a reset several times through the day. I attempted to fix the problem with firmware updates, software updates, and re-setting up the network several times. There is no new interference source, we don’t use cordless phones at the house, but I tried setting the channel on the wireless frequency. After each reset, the device works for an hour or so, then quits responding. I became convinced the hardware was failing, and I contacted Apple Support on the phone, as it’s only been about 60 days since I purchased the device.

The first Apple Support expert walked me through the process of resetting the device, and changing the wireless channel (again), but told me the problem was likely hardware. He acknowledged that he was not providing me any resolution steps that I had not already performed myself, using the available online documentation. He said, though, that he couldn’t advocate replacement until I had called “a couple more times” for the same problem. He told me to call back when it failed again, and talk to a different agent, who would document the problem as recurring and then be able to recommend that I go to the store and switch out the device for a new one.

I left on a business trip for a couple of days, and came home last night. Had to reset the device last night, then again this morning. I called Apple Support again, went through a few diagnostic procedures, and the expert told me to take the device to the store, where he would make me a Genius Bar appointment, so the Geniuses could test the device. If the Airport was determined to have failed, the expert told me the Genius at the store would just switch out my device. The expert made me an appointment for me at the closest Apple Store, which is 40 miles from my house.

On the way to the store, using my iPhone, I could not locate my reservation online via my AppleID. I called the store, to try to adjust the time of the appointment, and they told me that a Personal Shopping appointment had been made for me, rather than a service appointment. The next service appointment time was 4 hours away. Because I was nearly to the store, having driven for nearly an hour, I agreed to take a “squeeze-in” appointment rather than turning around and coming back in several hours. When I got to the store, I waited for about an hour for a slot to open up at the Genius Bar.

The Genius looked at my device, ran some diagnostics, and told me the device hardware had failed. Because the Airport was not a serviceable product in the store, they’d have to replace the device for me with a new one. He said he didn’t have any devices there at the store, so I would have to return in about two days (another 80 mile round trip), when he had received a new device to give me. He said the unit would be a new unit – no different from the ones on the store shelf. I asked whether he could simply exchange the unit for one from the store shelf. The Genius indicated that although I would be getting a new unit, the store inventory was already in the POS system, so for “accounting purposes”, he had to get a service unit. Because the store does not keep an inventory of Airport Extreme service units, he’d have to order one. He agreed the policy seemed frustrating, and seemed to be for the convenience of Apple’s accounting systems, so went to get a store manager for a different answer.

I spoke with the Store manager, who tried to explain that though the service unit would be exactly the same as a unit on the shelf, the Genius Bar and repair area were “a separate part of the business”, and the inventories could not be mixed. She then said the warranty policy was very clear, told me it’s available on the website and printed in “a bunch of places”, and that a service unit was my only option. She tried to offer me another option, having Apple Support mail me a device, but she and the Genius differed on whether I’d have to send in my unit first, and be out of it for a week or more before receiving a replacement. Because the unit still functions as an Ethernet hub, and because I work from my home, I could not be out of the unit for that long. She called Apple Support, and clarified that if I was willing to provide a credit card number, I could receive the new service unit with a period of time to return the failed device. She further said I should not have had to come into the store, and that Apple Support could have simply initiated that process with my earlier phone calls. I left the store, frustrated, and called Apple Support on the way home. We started the process of receiving a replacement service unit, to be sent to my home.

So – as it sits now – I’m waiting on a replacement device. It’s been over a week since this started happening, three days since I first called Apple about my issue, I wasted three phone calls, an afternoon and 80 miles in the car, and my wireless connection still doesn’t work.

Over the past 12 months, I’ve purchased a 17″ MacBook Pro, a 24″ iMac, a 13″ MacBook, an Airport Extreme, an Airport Express, an iPhone, an iPod touch, an iPod Nano, and any number of iTunes and apps from the AppStore. Apple purchases rival what we spend on the grocery bill at my house. I’m clearly a fan of the brand. I’m actually not disappointed the hardware failed – that happens. A similar warranty replacement experience with my iPhone was handled quickly, with one call to Apple Service, one trip to the store, and a replacement device issued directly from the store. That experience reinforced my favorable opinion of Apple. This experience, regarding the Airport Extreme, was handled poorly. Each of the five people with whom I spoke had different messages about this hardware failure, and about the process I should have followed to get the issue addressed. They all seemed friendly enough, but none of them was really prepared to address my issue in a way that was designed to satisfy me. Each of them was fairly committed to the Process *they* were following, and didn’t seem to want to understand *my* frustration, or what it might take to satisfy me – only to satisfy “the Process”. I’m disappointed – it’s less than I expected from Apple.

Move day is fast approaching.  Packers are here on the 25th, movers here on the 26th, and they promise to deliver to the temporary residence in Wimberley between the 30th and the 3rd.  That gives us about 12 days to be ready to go.  Fortunately, we’ve been anticipating this move for quite a while.

The biggest challenge, in the short term, is going to be space.  Because we’re moving into a temporary place, until our house sells, we’re going from 6,100 square feet to about 1,400.  We’re taking about 15% of our “stuff”, so it’s a game right now to try to pick what stays and what goes.  This couch, that chair – not that table – and so on.  It’s maddening – but in the end, I hope it’s cathartic, and I hope that we end up not needing more than we brought.  In fact, when it comes time to empty the Atlanta house, I’d love to be able to not move 50% of the rest of the 85%.

Should be an interesting experiment in family dynamics.  Stay tuned.

This morning, I had a set of meetings with the Managing Director on whose team I work.  Following those meetings, we went to a nice restaurant and had lunch.  I had a set of topics, he had a set of topics, and we got down to ticking through the agenda.  Somewhere between finishing our trout and a cup of coffee, and interesting thing happened.  We both realized that we were having one of the best conversations we’ve had since we started working together.  We were on track and synchronous on most, if not all, of the items on our respective agendas, we had general agreement on the strategy for the account, and we were saying the same things about the progress my team has been making. 

I know that might not sound like a huge accomplishment, but we haven’t been working directly together for very long, and we’re playing on a rather huge field – so mutual agreement is a wonderful thing.  Further, my “aha” moment came when I acknowledged the mutual respect we have for one another, and what that means for our ability to work independently, secure in the knowledge that we’re pursuing complimentary goals that support one another’s objectives.

The best part of the conversation came when we both stopped working from our agenda, and just talked.  The outline was good, to frame the conversation, but when we both “just talked”, we got the most out of the conversation.  Often, in dealing with customers, colleagues, and employees, find myself talking to a purpose, rather than just talking.  I appreciate so much those times when I can just talk.  I think I’ll try to recognize and appreciate those times, when they’re happening.

Today was a good day.

So – now, the era of iPhone 2.0 is upon us.  Beginning July 11th, we’ll all be able to get the new 3G hardware.  Today’s WWDC keynote gave a very good overview of the new hardware features – but it was as much what wasn’t said that echoed louder than what was.  The hardware, itself, hardly seems worthy of the anticipation.  A better chip, a better battery, audio quality, and tapered edges.  No front-facing camera for video chats.  No fingerprint reader for security.  No mention of video capture, or the basics of cut-and-paste and MMS. 

What will it take for continued breakaway success?  Not solely the hardware.  What with the SE Xperia, the Instinct, the Bravia and others, it may not be the slickest hardware out there, by the end of the year.  It’s not the software alone, as the recent Android demonstration clearly illustrates that great software is possible – and it’s not solely a subsidization model, which has been around since the start of the US wireless industry. 

It was the software that stole today’s show.  More specifically, it was the strength of the SDK and the flexibility of the previously-unforgiving, draconian business model.  The hardware innovation that  was iPhone 1.0 is now improved, but not transformed.  What remains, then, is whether Apple will be able to capitalize on the headstart its gotten, in an effort to capture more than the sub 1% of market share it’s received thus far.  The slingshot factor will be the software and the business model.  Cheers to Apple, for their realization and their action.  I look forward to July 11th, for my chance to experience the new applications in a new way.  I hope that’s worth the anticipation.

My father retired last week.  He’s 68, and he’s never really not worked.  He left Oracle, after being with them for about 20 years.  Before that, he was a mechanical engineer with a 25 year career.  He made the shift when I was in grad school.  I’m looking forward to more time with him, and having long talks well into the night – the kind that the reality of a 9-to-5 job and a trip back to Detroit prevent.

Yesterday was the final piano recital for our kids in Georgia.  They’ve had a good run, with a good instructor.  We went through a couple of bad instructors to get to Dustin – it’ll be hard to find a new one with as much “connection” to the kids (he was really broken up that we were moving). 

Piano has been such a great thing for the kids.  It’s so wonderful to see their progress.  When we were at the recital, I watched about a 7 year-old kid climb on to the stool and play his “Yankee Doodle” for mom, dad, and the grandparents.  It reminded me so much of Kendall and his first recital – and now he’s the older kid, playing at the end of the recital, providing that “goal” for all of the little kids…   They’re both doing so well at it – we have folks at every recital come up to the kids and congratulate them on their talent, and on their presence.  Both of them exude this confident, self-assured attitude while sitting at the bench.  In confidence, Kendall told me he was nervous – but I assured him that he was the only one who could tell he wasn’t thoroughly overjoyed to be in front of all those people…  He felt better.  I could also see that Kiana was taking so much from the overall situation – she knows nothing different from “just doing it” – I hope that balances, even slightly, all of the coming teenage angst and awkwardness of a girl’s early teen years.

So good to watch them.  I hope that music remains a part of their lives.

We’re headed out to the San Antonio/Austin area for a couple of days, to finalize a rental house.  Our house in Atlanta hasn’t yet sold, and we need to be in Texas, so we’re going to rent.  We have a few choices – a two-building cabin setup, on the river; a three-bedroom house on the fringe of a horse farm; a big house sort of on the two-lane highway across from the high school; a two-bedroom house with a detached loft apartment.  None of these places are very big, and none are what we ultimately want – we just need a place to be, and we need to get going.  We’ve got pictures of some of these places, but we’re not comfortable making this choice from the Internet – so we’re headed out to look at the places, have dinner with the inlaws, write a lease, and get an address.  

I’ll probably take my PC, the blackberry, and a personal cell phone.  Wonder how long it’ll be before I can get away with a two-day trip without the PC?  Email – check.  Reading attachments – check.  Getting to a number of IBM websites – check.  Creating/Editing quick Powerpoint charts and Excel spreadsheets seem to be my downfall.  Even if I had something like the Tilt or Centro, I’m not sure I could really get what I need done.  Seems a shame.  Wonder if the iPhone SDK will address my issue?

So we all got new cell phone numbers, because we’re moving.  I don’t know how it was for you (if you’ve ever had to change), and I can only speak for AT&T Mobility – but, “What a pain.”  They couldn’t just switch my numbers – they had to create a whole new account.  They couldn’t just copy my old account information over – they had to hand-enter all of my information into the system again.  They couldn’t transfer over the services I had from my old account – they had to sign me up for all new services.  They couldn’t get any information about my devices over the network – I had to give them things like IMEI numbers, etc.  All of this over the phone (had to be between 7am and 7pm CT on a weekday) – I was on for two hours.

But I got them changed.  It’s a little cathartic – feels like starting over, in a way.  I get to choose who gets the new number to my personal cell (everyone else gets the work number) – so now I know that when the personal cell phone rings, it’s someone I want to talk to – at least for a little bit…

The new iPhone releases in a week – guess I’ll get another chance to interact with the customer care team, very soon…

Several experts are predicting darkness before the dawn.  By most accounts, we’re in for a bit of tough time in the general economy.   Here in the tech and telco sector, the good news is – we’ve been there / done that. 

What did you do to make it through 2000 – 2001?  One of the writers at GigaOm did a recent interview with Scott Rafer one of the veterans of the sector, and a serial entrepreneur.  He outlines a number of strategies for weathering the coming storm.  Interesting, but I also recall a folks working out  strategies at IBM at that time.  Essentially, there were two:  A) hunker down, and try to avoid trouble – or B) be bold, create new strategies, new services, new offerings, and new ways of thinking.  I know several folks who survived.  Some had strategy A.  They’re still around (some of them) - many of them are in essentially the same jobs now they were then.  Strategy B folks – there were fewer of them – if they’re still here, they have better jobs, more interesting jobs, and they’re generally happier. 

There is something coming.  It won’t be easy.  Our customers will be trying to do more with less.  We may think there’s less to invest, making it harder to create – but that’s not so.  It’s time to push ahead.  It’s time to point the bow straight at the waves, and take them on.

Now both kids have a cell phone.  Kendall has had one for about a year, and I have to say it’s come in quite handy.  He’s done a great job of managing the use of his phone, and controlling the urge to use the phone inappropriately (whether time of day or types of downloads).  We got Kiana a cell phone this week, and we gave it to her last night, as a part of the end-of-school-year celebration. 

We got her a cell phone for a couple of reasons.  Primarily, when we move to Wimberley at the end of the month, we’re going to cut the cord – we’re not getting a land line.  So – we’re reasoning (rationalizing?) that all four of us need a cell phone, to remain accessible.   Secondarily, we want her to feel like part of this digital family.  We noticed that spend a lot of time engaged in digital pursuits, and although Kiana has an iPod for communication, and a Nintendo DS for gaming, she isn’t able to take part in the messaging and phoning that we all do amongst each other.

We “solved” that with a new Blackberry Pearl.  It’ just like Mom’s phone, it has a keyboard for all of the texting she’ll do, it’s small enough for a little purse or pocket, it’s a candybar so there are no hinges or sliders to break, and we’ve found the Blackberry to be a little workhorse and not prone to easy breakage if dropped.  Kiana absolutely loves it.  She’s still figuring out the functionality, and because both Mom and Dad are BB users, she’s got lots of questions and is intent on getting the right answers.  

We know this isn’t something we would have done this summer, had we not been moving.  We’re a little early on the whole kids and cell phones thing, with our 11 year-old.  That said – we think we’ve covered all of the appropriate parenting bases – but I’m sure there are some yet uncovered.  We had the conversation about appropriate usage, we subscribe to the unlimited family plan with texting, we’ve put on the parental controls feature, and we’re monitoring the usage.  I’ll be watching closely – hope this goes well… 

Our kids didn’t get them *this* early…