Re: [WinMac] Re: Graphic production, which is the better platform?

Kurt Witowski(r5213c[at]email.sps.mot.com)
Mon, 11 Jan 1999 09:30:04 -0700

Liam Helmer wrote:

"...but the whole point of a conference is to focus on one topic."

Yeah, whatever Apple is selling. Why are Mac clones gone now?

"...Apple support is actually quite good, in all my experiences. Sure, there's
a couple of people who have bad experiences, but, they're not the majority."

The key phrase is "in all my experiences." You have the exact perspective that
Apple wants you to have. I personally prefer the Mac platform, so don't think
I'm just trying to bash Apple. I worked at an Apple call center as a Tech Lead
for three years and got to call back unhappy customers. So allow me to
paraphrase how Apple higher-ups instructed us:

"You guys are doing great on the technical side. But it's more important for
the customer to feel good about their experience with Apple. We're not too
concerned with customers getting the correct answer and they don't need to
know what is actually going on. As long as they feel good about the call,
that's the important thing."

Another time while on a conference call with other sites to talk about
emerging issues, someone brings up a bug they discovered in an Apple product
and the Apple higher-up replies with (and I quote):

"Hold on there. We wouldn't want to project the illusion that there might be
something wrong with an Apple product."

Boy, that just burns my rear. If Apple never makes mistakes then why are there
"Apple Eyes Only" TIL articles (which you will never see unless you are on the
inside) that really point out the issues and public TIL articles made to sound
like Apple is doing you a favor? And how is it that 4 Performa models (we
referred to them as the "Fab Four") that had hardware issues, rendering them
unusable because they crashed every other half hour, were not addressed for
over a year and finally ended up costing Apple over 40 million dollars to
correct because they just kept making them that way hoping to find a software
workaround when they knew from day one that they were not correct? I think you
need to do a few call backs to some of the Apple customers that were unable to
use their Performa for over a year and tell them how Apple has their best
interest at heart in order ot obtain some objectivity. I'm not saying it's all
bad, they do some great things. But they are not the saints they would like
you to think they are.

Regards,
   Kurt

------------------------------------------------------------------------
          Kurt Witowski • Deskside Support • Peidmont Site Lead
   Voice: (602) 383-5374 • Page: (602) 270-3181 • Fax: (602) 383-5130

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This archive was generated by hypermail 2.0b2 on Mon Jan 11 1999 - 08:30:49 PST