[Ipg-smz] Why I like Apple
Tom Henderson
thenderson at extremelabs.com
Sun Nov 11 18:30:27 UTC 2018
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.
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.
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.
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.
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.
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.
Tom
On 11/11/18 12:38 PM, Ron Miller wrote:
> 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.
>
> Sent from my iPhone
>
> On Nov 11, 2018, at 12:21 PM, Tom Henderson
> <thenderson at extremelabs.com <mailto:thenderson at extremelabs.com>> wrote:
>
>> Ok, perhaps "lapdog" is extreme. I apologize for the inference.
>>
>> 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.
>>
>> 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.
>>
>> 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.
>>
>> 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.
>>
>> Others would tell me: buy a Chromebook and surrender to the cloud.
>>
>> 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.
>>
>> Tom
>>
>>
>>
>> On 11/11/18 11:13 AM, Swapnil “Swap” Bhartiya wrote:
>>> 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.
>>>
>>> Sent from my iPhone
>>>
>>> On Nov 11, 2018, at 11:02 AM, Tom Henderson
>>> <thenderson at extremelabs.com <mailto:thenderson at extremelabs.com>> wrote:
>>>
>>>> I'm with Todd. More here:
>>>> https://www.networkworld.com/article/3163499/macs/the-475-s-key.html
>>>>
>>>> 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.
>>>>
>>>> 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.
>>>>
>>>> Tom
>>>>
>>>>
>>>> On 11/10/18 6:32 PM, Todd R. Weiss wrote:
>>>>> Sorry to hear about this, my friend.
>>>>> 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
>>>>> And its possible that you got that great treatment because you are
>>>>> Swapnil and they know your work.
>>>>> 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.
>>>>> Thats just my opinion.
>>>>> Safe travels my friend.
>>>>> I was supposed to be going there, too, but no one mentioned early
>>>>> that I needed a visa. :) Oh well.
>>>>> Next time.
>>>>> Have a great trip. :)
>>>>> Yours,
>>>>> Todd.
>>>>>
>>>>> Todd R. Weiss
>>>>> Technology Journalist
>>>>> TechManTalking
>>>>> toddrweiss at gmail.com <mailto:toddrweiss at gmail.com>
>>>>> O 717-806-5932
>>>>> M 717-413-9630
>>>>>
>>>>> Publicist
>>>>> Harmonious Wail
>>>>> Gypsy Jazz with Style
>>>>> www.wail.com <http://www.wail.com>
>>>>> 717-413-9630
>>>>> toddrweiss at gmail.com <mailto:toddrweiss at gmail.com>
>>>>>
>>>>> On Sat, Nov 10, 2018, 2:09 PM arnieswap at gmail.com
>>>>> <mailto:arnieswap at gmail.com> <arnieswap at gmail.com
>>>>> <mailto:arnieswap at gmail.com> wrote:
>>>>>
>>>>> 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.
>>>>>
>>>>> Just wanted to share.
>>>>>
>>>>> --
>>>>>
>>>>> Best Regards,
>>>>>
>>>>>
>>>>> *Swapnil Bhartiya*
>>>>> Founder & Editor: www.TFiR.io <http://www.TFiR.io>
>>>>> Freelance Journalist | Science Fiction Writer | Filmmaker
>>>>> Specialises in Open Source & Emerging Technologies
>>>>> Stories published in - TFiR, CIO, InfoWorld, NetworkWorld,
>>>>> Linux.com <http://Linux.com>, LinuxFoundation.org
>>>>> <http://LinuxFoundation.org>, The New Stack, Linux Pro, ADMIN,
>>>>> CNCF,Cloud Foundry, HPE Insight.
>>>>>
>>>>> Social networks:
>>>>> https://www.linkedin.com/in/swapnilbhartiya/
>>>>> https://twitter.com/swapbhartiya/
>>>>> https://mstdn.io/@Swapnil
>>>>> https://www.youtube.com/TFiR-TV
>>>>>
>>>>> --
>>>>> Ipg-smz mailing list
>>>>> Ipg-smz at netpress.org <mailto:Ipg-smz at netpress.org>
>>>>> http://netpress.org/mailman/listinfo/ipg-smz_netpress.org
>>>>>
>>>>>
>>>> --
>>>> Tom Henderson
>>>> ExtremeLabs, Inc.
>>>> +1 317 250 4646
>>>> Twitter: @extremelabs
>>>> Skype: extremelabsinc
>>>> --
>>>> Ipg-smz mailing list
>>>> Ipg-smz at netpress.org <mailto:Ipg-smz at netpress.org>
>>>> http://netpress.org/mailman/listinfo/ipg-smz_netpress.org
>>>
>> --
>> Tom Henderson
>> ExtremeLabs, Inc.
>> +1 317 250 4646
>> Twitter: @extremelabs
>> Skype: extremelabsinc
>> --
>> Ipg-smz mailing list
>> Ipg-smz at netpress.org <mailto:Ipg-smz at netpress.org>
>> http://netpress.org/mailman/listinfo/ipg-smz_netpress.org
>
--
Tom Henderson
ExtremeLabs, Inc.
+1 317 250 4646
Twitter: @extremelabs
Skype: extremelabsinc
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