[Ipg-smz] Why I like Apple
Patrick Corrigan
phcorrigan at gmail.com
Sat Nov 17 19:18:39 UTC 2018
> Hitachi's process was to look at each and every return, then learn from
it so as to not have the problem again.
This is another reason why the practice of outsourcing customer tech
support is a bad idea. Every customer call is an opportunity to learn how
to improve your product. Separating this function from your product
design/engineering loop means you don't get this feedback and your products
(and, ultimately, your customers and your business) suffer.
On Sun, Nov 11, 2018 at 10:31 AM Tom Henderson <thenderson at extremelabs.com>
wrote:
> 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>
> 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>
> 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
> O 717-806-5932
> M 717-413-9630
>
> Publicist
> Harmonious Wail
> Gypsy Jazz with Style
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> 717-413-9630
> toddrweiss at gmail.com
>
> On Sat, Nov 10, 2018, 2:09 PM arnieswap at gmail.com <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
>> Freelance Journalist | Science Fiction Writer | Filmmaker
>> Specialises in Open Source & Emerging Technologies
>> Stories published in - TFiR, CIO, InfoWorld, NetworkWorld, Linux.com,
>> 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
>> --
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>
> --
> Tom Henderson
> ExtremeLabs, Inc.
> +1 317 250 4646
> Twitter: @extremelabs
> Skype: extremelabsinc
>
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>
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> Tom Henderson
> ExtremeLabs, Inc.
> +1 317 250 4646
> Twitter: @extremelabs
> Skype: extremelabsinc
>
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> Tom Henderson
> ExtremeLabs, Inc.
> +1 317 250 4646
> Twitter: @extremelabs
> Skype: extremelabsinc
>
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--
Patrick Corrigan
Email: phcorrigan at gmail.com
LinkedIn: https://www.linkedin.com/in/patrick-h-corrigan-61669422
Member, Internet Press Guild http://www.netpress.org
"For every difficult and complex question there is an answer that is
simple, easily understood and wrong."
H.L. Mencken
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