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<p>When I worked as first QA, then production supervisor for
Hitachi, I learned about manufacturing, engineering principles,
the realities of quality mechanisms, and was charged back for each
and every return and warranty claim. My responsibility in the late
1970s was: 1000+ color This was after being in charge of QA/QC for
JBL's entire Northridge CA speaker manufacturing and distribution
facility which at the time, was the largest on earth for its
dollar volume. </p>
<p>Hitachi's process was to look at each and every return, then
learn from it so as to not have the problem again. Ten bad sets
became a disaster. JBL was more sanguine, but equally fascinated
with, and felt responsible for the highest practical quality
attainable. They went to extreme ends to ensure this; their
reputation was on the line.<br>
</p>
<p>There were qualities such as the mean time to repair, the level
of sophistication of a product and its production cycle, and more
to consider. Most important, however, was the customer, for
without them, nothing else matters.</p>
<p>Each organization develops a set of criteria by which their
quality can be judged. In consumer electronics, this process is
arduous and tries to develop objective criteria to what is
perceived as subjective determination on the part of a wide
variety of possible consumers. Much has changed since the late
'70s, but the values have not, and consumer expectations are
constantly lowered by the badgering of poor quality and service in
a disposable economy. <br>
</p>
<p>Swap rec'd over the top service. That's great. I've heard of
other Apple Care clientele with similar stories. Contrasting these
pillars, I can tell you much worse anecdotally, and more
specifically would delight to point you towards lots of litigation
specifically naming Apple Inc as a defendant in product quality
torts. <br>
</p>
<p>All this said, I stand behind what I said without reservation.
The law of entropy affects everything, but some will achieve the
results more quickly. <br>
</p>
<p>Tom</p>
<p><br>
</p>
<div class="moz-cite-prefix">On 11/11/18 12:38 PM, Ron Miller wrote:<br>
</div>
<blockquote type="cite"
cite="mid:843FB31E-F092-4497-833F-A72E53169AD2@gmail.com">Tom next
time you find a manufacturer whose products never break down let
me know because I haven’t found one yet. The best you can hope for
is they take care of you when they do break. Swapnil got great
service. It doesn’t require an asterisk or further explanation. <br>
<br>
<div id="AppleMailSignature" dir="ltr">Sent from my iPhone</div>
<div dir="ltr"><br>
On Nov 11, 2018, at 12:21 PM, Tom Henderson <<a
href="mailto:thenderson@extremelabs.com"
moz-do-not-send="true">thenderson@extremelabs.com</a>>
wrote:<br>
<br>
</div>
<blockquote type="cite">
<div dir="ltr">
<p>Ok, perhaps "lapdog" is extreme. I apologize for the
inference.<br>
</p>
<p>Apple Care has its benefits. It's a way of clawing back
margin, a usury, a tax paid to keep what should have been
working, working through out is useful life. It's dismaying.
Vendors used to stand by their products proudly. They carved
deep reputations based on innate quality, workmanship, and
engineering skills. These values have eroded, and the
ostensible excuse is Moore's Law. I don't accept that.<br>
</p>
<p>Fold all of those qualities into a paid-for tax, a
post-sale service policy called Apple Care. I'm glad they
serviced you. There are many more who have not been
serviced. I'm glad when a comrade, colleague, friend, etc
can obtain rational, even above-the-call-of-duty service.
It's the service plan that worked and saved the day. There
are heroes in service. When I ran an engineering department,
we tried to be heroes. <br>
</p>
<p>Nonetheless: The object that broke was defective. Does this
mean that Apple Care, a locally provisioned service,
apologizes for either bad engineering, bad workmanship, poor
innate quality, or statistically lousy in-service time?
You're not buying a computer, rather a support network? This
is what's inferred. <br>
</p>
<p>An ugly reality is that I have learned to keep spares
around, as my need for output does not surround the random
usurious failures I encounter. I have THREE Lenovo laptops
that speak to this malaise. Currently, all three work, which
is unusual. <br>
</p>
<p>Others would tell me: buy a Chromebook and surrender to the
cloud. <br>
</p>
<p>I'm-glad-you rec'd over the top service. There was a
reason, and it wasn't just Apple Care, IMHO. I'm glad for
you, nonetheless.<br>
</p>
<p>Tom</p>
<p><br>
</p>
<p><br>
</p>
<div class="moz-cite-prefix">On 11/11/18 11:13 AM, Swapnil
“Swap” Bhartiya wrote:<br>
</div>
<blockquote type="cite"
cite="mid:10A45DE9-BF86-4165-97CC-BF71A0D76407@gmail.com">It
doesn’t have to be an extreme or name calling , like lapdog.
Even Matthew Garret says Apple security and privacy is one
of the best out there. Sometimes I am just a customer who
wants my device to work. I broke display of nexus, google
wanted $339. I bought an iPhone. Got Appel care which and
now don’t bother with anything breaking. My brand new
Samsung Note 8 stopped detecting SIM after a week. I had to
pay $20 as insurance deductible and had to wait for a week
without a phone as it had to be shipped back. So whine as
much as you want, apple offers the best service out there.
BTW, as a rule I prepare to give away my electronics as soon
as they are out of care. In either case, my workload
requires powerful hardware. <br>
<br>
<div id="AppleMailSignature" dir="ltr">Sent from my iPhone</div>
<div dir="ltr"><br>
On Nov 11, 2018, at 11:02 AM, Tom Henderson <<a
href="mailto:thenderson@extremelabs.com"
moz-do-not-send="true">thenderson@extremelabs.com</a>>
wrote:<br>
<br>
</div>
<blockquote type="cite">
<div dir="ltr">
<p>I'm with Todd. More here: <a
class="moz-txt-link-freetext"
href="https://www.networkworld.com/article/3163499/macs/the-475-s-key.html"
moz-do-not-send="true">https://www.networkworld.com/article/3163499/macs/the-475-s-key.html</a></p>
<p>I'm not a lapdog sycophant of the world's largest
computing company, and so see the above. I fixed the
system cited above. I still use it from time to time.
You make and lose customers one at a time. I listen to
Cook's privacy BS and he's playing to the crowds, not
unlike D Trump. Their not-invented-here engineering
morass leaves much to be desired in a world where
heterogeneity should be the norm. We've seen monoliths
before. <br>
</p>
<p>Apple can have the personality it desires; it is by
nature (corporate law), required to be all about
Apple. Doesn't mean Apple's capitalistic fortunes are
moral ones.</p>
<p>Tom</p>
<p><br>
</p>
<div class="moz-cite-prefix">On 11/10/18 6:32 PM, Todd
R. Weiss wrote:<br>
</div>
<blockquote type="cite"
cite="mid:CANz7hG8Tv4reDy0K=7LR54rPkO=RbiHPKRu_jLSHrcraLBnbjw@mail.gmail.com">
<div dir="auto">Sorry to hear about this, my
friend.
<div dir="auto">But... this is the same company that
only responds to the 10 or so journalists on their
nice list and leaves everyone else without a
response most of the time </div>
<div dir="auto">And its possible that you got that
great treatment because you are Swapnil and they
know your work.</div>
<div dir="auto">I am not convinced that if this had
happened to Joe or Josephine Schmo that they'd be
going to China with a new laptop today.</div>
<div dir="auto">Thats just my opinion. </div>
<div dir="auto">Safe travels my friend. </div>
<div dir="auto">I was supposed to be going there,
too, but no one mentioned early that I needed a
visa. :) Oh well.</div>
<div dir="auto">Next time. </div>
<div dir="auto">Have a great trip. :)</div>
<div dir="auto">Yours, </div>
<div dir="auto">Todd. <br>
<br>
<div data-smartmail="gmail_signature" dir="auto">Todd
R. Weiss<br>
Technology Journalist<br>
TechManTalking<br>
<a href="mailto:toddrweiss@gmail.com"
moz-do-not-send="true">toddrweiss@gmail.com</a><br>
O 717-806-5932<br>
M 717-413-9630<br>
<br>
Publicist<br>
Harmonious Wail<br>
Gypsy Jazz with Style<br>
<a href="http://www.wail.com"
moz-do-not-send="true">www.wail.com</a><br>
717-413-9630<br>
<a href="mailto:toddrweiss@gmail.com"
moz-do-not-send="true">toddrweiss@gmail.com</a></div>
</div>
</div>
<br>
<div class="gmail_quote">
<div dir="ltr">On Sat, Nov 10, 2018, 2:09 PM <a
href="mailto:arnieswap@gmail.com"
moz-do-not-send="true">arnieswap@gmail.com</a>
<<a href="mailto:arnieswap@gmail.com"
moz-do-not-send="true">arnieswap@gmail.com</a>
wrote:<br>
</div>
<blockquote class="gmail_quote">
<div dir="ltr">My MacBook - the latest 2018 broke,
will reboot into the folder icon with question
mark. It broke at 10 pm and I tried to fix it by
reformatting and re-installing. Nothing worked.
I chatted with Apple care till 2:30 and they
also could not get it fixed. The problem was
that I am heading to China for KubeCon tomorrow
and need this machine. Talked to Apple and
they asked me to just walk into the store. I
explained my situation. The store opened at 10m
they took the mac and called back at 12 that
it's ready to be picked. I don't think there is
any other vendor out there that offers this kind
of service. That's why I buy from Apple.
<div><br>
</div>
<div>Just wanted to share.</div>
<div><br>
</div>
<div>-- <br>
<div dir="ltr"
class="m_6402831098324021205gmail_signature"
data-smartmail="gmail_signature">
<div dir="ltr">
<div>
<div dir="ltr">
<div>
<div dir="ltr">
<div dir="ltr">
<p dir="ltr"><span>Best Regards,</span><br>
</p>
<p dir="ltr"><br>
<span><b>Swapnil Bhartiya</b></span><br>
<span>Founder & Editor: <a
href="http://www.TFiR.io"
target="_blank"
rel="noreferrer"
moz-do-not-send="true">www.TFiR.io</a></span><br>
<span>Freelance Journalist |
Science Fiction Writer |
Filmmaker</span><br>
<span>Specialises in Open
Source & Emerging
Technologies</span><br>
<span>Stories published in -
TFiR, CIO, InfoWorld,
NetworkWorld, <a
href="http://Linux.com"
moz-do-not-send="true">Linux.com</a>,
<a
href="http://LinuxFoundation.org"
moz-do-not-send="true">LinuxFoundation.org</a>,
The New Stack, Linux Pro,
ADMIN, CNCF,</span><span> </span><span>Cloud
Foundry, HPE Insight.</span><br>
<br>
<span>Social networks:</span><br>
<span><a
href="https://www.linkedin.com/in/swapnilbhartiya/"
target="_blank"
rel="noreferrer"
moz-do-not-send="true">https://www.linkedin.com/in/swapnilbhartiya/</a></span><br>
<span><a
href="https://twitter.com/swapbhartiya/"
target="_blank"
rel="noreferrer"
moz-do-not-send="true">https://twitter.com/swapbhartiya/</a></span><br>
<span><a
href="https://mstdn.io/@Swapnil"
target="_blank"
rel="noreferrer"
moz-do-not-send="true">https://mstdn.io/@Swapnil</a></span><br>
<span><a
href="https://www.youtube.com/TFiR-TV"
target="_blank"
rel="noreferrer"
moz-do-not-send="true">https://www.youtube.com/TFiR-TV</a></span></p>
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<pre class="moz-signature" cols="72">--
Tom Henderson
ExtremeLabs, Inc.
+1 317 250 4646
Twitter: @extremelabs
Skype: extremelabsinc</pre>
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<blockquote type="cite">
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<pre class="moz-signature" cols="72">--
Tom Henderson
ExtremeLabs, Inc.
+1 317 250 4646
Twitter: @extremelabs
Skype: extremelabsinc</pre>
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<pre class="moz-signature" cols="72">--
Tom Henderson
ExtremeLabs, Inc.
+1 317 250 4646
Twitter: @extremelabs
Skype: extremelabsinc</pre>
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