After a very pleasant exchange with the head Genius at Derby Street, we got my mother’s computer back and her new 13-Inch Macbook Air AND got the service we fully expected when she dropped $1800 at the store last Friday.

What occurs to me is that somebody at the store should be paying more attention to customer service and the backroom scheduling. There’s no reason we should have to wait 72 hours to move 4GB of data from one computer to another.

Your thoughts?

****************************

4:30PM – Apple Store – Derby Street Shoppes

I’m just going to ask a few questions and then let you answer them. They’re based on a recent – and by recent I mean CURRENT – experience I had at the Apple Store Derby Street. I’m sitting at a Personal Setup bar at the Apple Store typing this on a 13-inch Macbook Air. Not the same Macbook Air I’m picking up for my mother, but one that is happily sitting here for people to use.

So, here are my questions?

1 – Would you continue to do business with a company that promised your computer in 24-48 hours and then kept you waiting nearly 72 hours for a product you purchased?

2 – Would you voice your displeasure to the person answering the phone when they had trouble spelling the name JEFF three times?

3 – Would you tell two friends and let them tell two friends about your experience with an Apple Genius staff that was unfamiliar with using “sneaker net” to move files from an older laptop to the new laptop?

4 – Would you be surprised that they dealt with my mother far differently than they dealt with me? Both on the phone and in person.

Have you any Apple devices? Does the sleek, amazing design and capability make up for sometimes poor and boorish customer service?

I wait for your comments.

© Jeff Cutler for Jeff Cutler - columns, essays and opinions, 2011. | Permalink | 2 comments | Add to del.icio.us
Post tags: annoyed, Apple, customer service, derby street, hingham, Jeff Cutler, macbook air

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I find out about it because of CES (the annual Consumer Electronics Show) or because one of my friends sends me a note on it.

Well, this time I found out about my current gadget because I extrapolated a topic I read on Chris Brogan’s blog http://www.chrisbrogan.com/can-you-work-from-an-ipad/ He was talking about how the iPad was a game changer and how he might start traveling only with the iPad as his communications device. I loved that idea.

But what I didn’t love was the changes that came with adopting the iPad lifestyle. I already have a heavy laptop that I use as my only computer. I didn’t need to spend another $500 or more to get a scaled down version of that. Or did I?

First step was trying to figure out what I really wanted and what I wanted it for.

1 – I travel to conferences about a dozen times a year.

2 – I dislike lugging around my laptop bag because it’s heavy and bulky.

3 – I NEED to remain connected to the Internet. This is vital so I can blog, access email and talk to people all over the planet.

So, what answers this? The iPad? Sort of? A lighter laptop – definitely. A solution somewhere in the middle? Sure.

Instead of plunking down $1100 for a laptop or $500 for an iPad, I scraped together $55 and got myself a bluetooth keyboard that pairs perfectly with my iPhone.

Sounds crazy, right? Well it’s not.

Right now, except for the horrid bumps on the Mass Pike, I am able to craft a blog post about the aforementioned keyboard and iPhone setup and you are hardly the wiser.

I’m also able to craft it quicker than hunting and pecking and touching flicking on the iPhone screen because the keyboard is full-size and very well made.

What do you use to share your content when you’re on the road?

Would an iPad work for you?

Are you comfortable using just your smartphone?

Let me know in the comments.

© Jeff Cutler for Jeff Cutler - columns, essays and opinions, 2010. | Permalink | 4 comments | Add to del.icio.us
Post tags: Apple, bus, heavy, iPhone, journalism, travel, writing

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To be clear and fair and upfront, it’s not really Apple’s fault. It’s mine. I’ve been running a jailbroken and unlocked iPhone since the marvelous device came out. I have nothing against Apple, but I am loathe to do business with AT&T as they create moving targets in their terms of service, their data and voice plans and their overall presence in the marketplace.

As an example, they recently rescinded their promise that unlimited data plans for the iPad would be the norm. Now, if you buy an iPad you’re locked into a proprietary carrier (even though Apple and AT&T beg to differ and say your device is unlocked) and a horrid data plan.

That’s right. The SIM card in the iPad is only available as of this writing via AT&T in the United States. And the data plans offered now cap at 2GB of data use. How stupid is that? (By the way, T-Mobile might get the next iPhone)

Well, for a company that wants to make money it’s not stupid at all. AT&T probably saw that HD video and other content was coming for the iPad and wanted to capitalize on the added useage. They tried to explain that this pay-for-what-you-use model was better for most users. What they didn’t really tell the general public was that the heavy users of these devices are the ones who are most vocal in new media, most aware of technology limitations and restrictions, and most likely to fight for ALL users’ rights if restrictions were put in place.

I’m one of those users – though I don’t have an iPad yet. I have a USB modem with which I regularly go past the 5GB limit (lucky for me Verizon is true to its word and has grandfathered me into a true ‘unlimited’ plan which is what I pay for).

But I digress. How did I get bumped back into the 1970s? I’m an idiot. I tried to get my 3G iPhone to work a little better and upgraded it using some software at iClarified.com. This has worked a bunch of times in the past and the folks at iClarified are geniuses. They even told people like me that it was better to wait before upgrading because the risk of damaging your iPhone was pretty high until after the release of Apple iPhone OS 4.0.

I didn’t listen.

I flew too close to the sun.

I wanted speed and wanted to use applications that would only run on 3.1.3 as that number was growing and my older OS (3.1.2) was leaving me with more and more apps I couldn’t run.

So I did the upgrade and now my iPhone is a heavy iPod Touch with a camera. No SIM card works in it (except an AT&T one) and I had to buy a Droid over the weekend just to make phone calls.

Well, what’s the purpose of this mini rant? Do I want Apple to reward me for hacking their phone? Do I want AT&T to wake up and reinstitute unlimited plans? Do I just want to share my idiocy with the masses?

A mix of all of that. Right now I feel like a dolt because I’m using a Droid phone that doesn’t work nearly as well as the iPhone and I’m a little bitter.

I’m also acutely aware that I never want to be hostage in a no-grid situation. I will gladly put my Internet away and unplug, but I want it to be on my terms.

What’s the marketing takeaway here? That in order to remain in control of your digital life, you must spend a good amount of time researching your options, be aware that you are going to run into tech regret from time to time, and that speaking loudly about injustices like measured data plans is the only way we’ll ever enjoy true tech freedom.

I wandered around a bit here today. What are your thoughts on measured service, tech hacking, Apple and other Web-related news? Share in the comments.

© Jeff Cutler for Jeff Cutler - columns, essays and opinions, 2010. | Permalink | 4 comments | Add to del.icio.us
Post tags: Apple, AT&T, ipad, iPhone, Jeff Cutler, samsung, SIM, t-mobile

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With just a day left to go before the big Apple event at the Yerba Buena center to announce the new tablet, slate, big iPod, iPony whatever the thing will be called, I felt a pressing need to go on record somewhere I could be heard with my prediction.

Now, you might be having some premonitions if you’ve looked at the title of the post (yes, it is a tip of the hat to Caddy Shack BTW) and you’re probably feeling pretty DARN good about knowing where I’m going. Well, you’re absolutely probably pretty somewhere in the right church, I have no idea if you’re in the right pew – or even if this church has pews or chairs. But iDigress.

Yes, my prediction is that on the 27th of this month Apple is about to launch is first bonafide (say it like Colonel Potter from the old MASH TV series) turd since the G4 Cube (pretty as that was too). And I know you’re saying “But PhillyMac! Dude! You’re an Apple fanboy, an iPhone developer (http://ventipixel.com) – heck you even hosted a popular Mac podcast and everything! How can you say that!?” The answer is: easy.

If all the rumors turn out to be true. If Apple does not surprise us with a completely different device and form factor than we’re getting all indications of, this is going to be a big stinker of a product. It’s going to be the slickest, most high powered heavily marketed chocolate snake since the Edsel. Yes it’s true. And I know I say this at the risk of angering many fans, but my job (as I see it) is to speak the truth.

The tablet market has been one going nowhere and had no one (except for Bill Gates) caring about it for a very long time. OK, OK. Fine, there’s a very small niche that actually does give a crap. But that’s it. This market has no broad or radical opportunities in it like the mobile phone market did, where every device had been crippled by the carriers demands, the tablet has been open forever.

I know. This is Apple! This is Steve Jobs, not Bill Gates! This is Johnny Ives, this is a new and better touch interface! (Well, in theory that’s supposed to be one of the big selling points anyway). And you’re right. It’s all of those! None of them make not a hanging chad worth of difference. This thing is still going to be one of the biggest loads laid at 1 Infinite loop since they had to grab the pooper scooper to pick up the Pippin droppings.

First there’s the price. Heads up here. We’re in a bit of a squeeze right now economically if you hadn’t noticed. This makes a difference when selling a computing device. Oh, sure, Mac sales are still up in a crazy manner. I’ll give you that. But those sales are up on machines that people are using as their daily driver. you know, camera, keyboards, track pads. All the standard inputs that make computers work – especially if you like to do things like say… oh, type an post like this one. Rumors are that this iStinker is going to be between $700-1000 dollars. That would make it a primary machine – not a secondary device like a netbook that you’re going to keep in the living room for your three year old to use as a step stool or a frizbee. Got it? Price on this will be a BIG barrier to entry. #PriceFAIL.

Second, there’s the price. No, I didn’t make a mistake, I just said the same thing. It applies differently. Just as price is an issue that will keep this from being the secondary machine, price is also the issue to keep it from being the new Kindle or whatever book reader thingy you’re going to get. Yes, yes. It has a color screen. Whoopee! So what!? So does my MacBook! But you’re saying that I can watch movies on it too! I know! I can do that on my MacBook already! And you know what, I can read eBooks on my MacBook too! With my external monitor, I can even flip it and use the portrait mode to make it even BIGGER to read Oh, wait. I know, you’re going to tell me it has a great new touch interface. Great. See point one in the paragraph above. #PriceFAIL2.

Third, there’s the market. I know I already mentioned it, but I wanted to make sure you knew it was firmly on my list. Pay attention now or I’m going to box your ears. NO-BODY (except Alex Lindsay, Leo Laporte, Andy Ihnatko and Scott Bourne) want this thing. No one cares! This is one of those things that people at Apple are going to look back at and say “What the bloody hell were we thinking?” This isn’t like the mobile market where we were all desperate for a phone that could really work well and connect us. None of us want to use a tablet. I don’t want writing input, I type about three times faster (at least ) than I can write and when I’m done I can READ what I’ve written. I don’t care if I can use coverflow to find my document if it means that I have to type everything into that document with a virtual keyboard. Sure, I use the one on my iPhone – but that’s my PHONE. #MarketFAIL

Fourth, the size is wrong, Wrong, WRONG. The beauty of my iPhone is that it fits in my pocket. This would fit into my back pack – where it would have to share room with my MacBook because I need a device that has a keyboard and a mouse for all my standard input needs. I don’t care if I can touch the screen to move stuff – I’ve already got enough issues and have to have an expensive chair and weekly chiropractic visits to keep me well enough to function. Having to reach around on the darn input device like I’m drawing on an easel or on a real pad would put me in even more pain. But back to my original point here, it’s the wrong size. This isn’t the device I throw in my pocket with my Blistex and my license. It’s big, I can’t carry it around without thought and it is (as I’ve mentioned already) a secondary device. Let’s see, pick up the baby or spare another hand for the iDoody. Hmmm. #SizeFAIL.

People, please understand. As much as I love Apple. As much as I’d like this new device to revolutionize the world like the iPod and the iPhone – this ain’t it. As much as I love His Steveness, this is going to be another one of his single minded failures – something that gets made just because he’s the big dog at Apple and he says so (like the G4 cube, the hockey puck mouse and the mighty mouse). It makes me sad too.

I’ll admit it. This device is going to come out. It’s going to be pretty and shiny. It’s going to play video. It’s going to he an amazing touch interface that I’m SURE will be a blast to play with in the store (like Minority Report or something) but will be a DOG when you have to use it on a daily basis. I know these guys are the best at User Interface of anyone in the industry, but I can’t think of any conceivable interface based on touch that would mitigate the issues I’ve described above. Yes, I know I’m not Apple – but I am a UI/UX expert with a decade of experience designing interfaces – I can’t see how it will be done.

The device will be beautiful, even powerful. it’ll be very slick. I’m going to want one just because Steve will create a reality distortion field. But, once my head clears and I realize I have no possible use for this – and neither does 90% of the rest of the population – I won’t buy it. I’ll go into an Apple Store and I’ll play with the iDoody. When I’m done, I’ll grab a wipee and the hand sanitizer because really, it’s not hygienic to touch things after doody, whether Apple makes it or not.

BIO:
Phillip is an Award Winning Mobile Device designer, UI/UX Authority, Brilliant Speaker (http://phillymacmedia.com) and the Co-Founder of Venti Pixel (http://ventipixel.com) where they’re busy cranking out iPhone (and other mobile device) applications like their language translation application DoubleSpeak (http://bit.ly/dspeak) and Flame Wars (http://bit.ly/fwtwitter)

Contact:
email: phillymac@gmail.com
phone: 508 65 SHINE (508-657-4463)
iPhone/Mobile Development: http://ventipixel.com
Speaking: http://phillymacmedia.com

© Jeff Cutler for Jeff Cutler - columns, essays and opinions, 2010. | Permalink | 7 comments | Add to del.icio.us
Post tags: Apple, fail, guest post, iPhone, phillymac, steve jobs, tablet, technology

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Seriously.

I could be a hundredaire soon and you’ll have to just sit around your local coffee shop and say you knew me when.

What’s the big idea? Well, I can only share a little because there are a few hoops left to jump through, but essentially I woke up one morning in June with an idea for an iPhone app. Really.

I got out of bed around 4:37AM and ran to my computer. After searching the iTunes App Store and not finding anything similar, I send out some feelers to find an app developer who might be interested in listening to a sleep-deprived whacko’s idea for a game.

I found a guy – Howard Nager – and we embarked on a partnership that has resulted in the submission of a game to the App store today!

TODAY!

I’m positively giddy with anxiousness and glee. The game is fun to play and it was great to put together with Howard. But if/when it gets approved, I imagine it will feel the same as getting a copy of my first book did in 2000.

The best part is that I’ve had to keep this thing a secret – mostly out of paranoia – for a few months. And if you know me, I’m a sharer and a chatter. So keeping this a secret has been akin to me refusing a deep-fried Twinkie.

Stay tuned here. I hope to have more news in the next two weeks and will be awarding a few lucky readers with codes for a free download of the game.

Yes, you’ll need to have an iPhone or iPod Touch. But believe me when I tell you that Howard did such a good job with this game that it’s worth the purchase price of an Apple smartphone and the two-year AT&T contract.

What have you done that’s made you grin lately? Please share in the comments!

Keep reading!

© Jeff Cutler for Jeff Cutler - columns, essays and opinions, 2009. | Permalink | 2 comments | Add to del.icio.us
Post tags: app, Apple, game, howard nager, iPhone

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