Wikipedia is going to shut down for 24 hours to protest the anti-piracy (SOPA and PIPA) legislation before congress. Let’s pay attention as it will impact all of us in some way. Wiki vs SOPA
Two words that don’t seem to belong together these days are “Customer” and “Service“. Recently I paid good money to buy a brand new version on Nuance’s diction software – MacSpeech Scribe. Scribe promises to allow you to use the Mac or iPhone’s audio source to input your verbiage. (Their other apps require a special mike.) Great! So I sent them $80 USD for the digital download and got the software. However when I tried to install the software it asked for a “license.key” file. downloaded the license key from the web site, but the software doesn’t recognize the license. So I open my browser and went to the nuance.com site for support.
After about 15 minutes of thrashing about on circular links I found that there is no way send a simple email to them. Phone support is available Mon – Fri 9 – 5, but in 2012 who needs to call a person to ask a question. Come to think of it, if this company hides behind it’s web site and support forums, what is the likelihood that I would actually end up speaking with someone who works at the company? Since this company seems to like to hide they would most likely use a third party call center. By using a forum to get support, they are probably hoping that the end users would end up supporting each other.
Sure you are trying to keep costs down. That is no excuse for poor customer service. I regularly sell Apple computers to clients and lose money doing it – because it’s the right thing to do. I buy Macs from a distributor who eats up a large percentage of the sales margin and charge shipping to send us the Mac. More often than not my client will pay me by credit card. My credit card merchant supplier takes their percentage and I end up $10 in the hole. BUT my client is happy!!!
Additionally, if a client asks for a product or service that I don’t provide, I often refer them to another supplier who does. I will even help them make the decision about what is the best product to meet their needs. I have even taken clients into a competitors store to help them make the purchase. Apple often has a better deal than I can provide – so I refer the client to buy from Apple directly. Sure you can see that I’m losing money on this engagement, but the client is pleased because they get what the need and deserve.
Recently a client of mine, a expert photographer, referred me to another company where I could buy a “Red” DSLR camera as an Xmas present. The sales rep was helpful and made sure I left with what I needed to make sure that the Xmas day reveal was pleasant. Where the support failed was when I asked the sales rep point blank whether the camera would go on sale before Xmas or during Boxing Week. He told me not to worry, as I was buying the Extended Warranty I would get 30 days price protection. You guessed it! Three days later the camera went on sale for $50 off. Since it was the pre-Xmas week, I figured they would be busy, so I would follow up after Xmas… I had 30 day price protection after all. After Xmas, I contacted the sales rep, who had given me his card, and imagine my surprise when I was told that the price protection was only in effect while the camera was on sale… not before or after but “during”. WTF is the point of the “30 Day price protection” then?
If I tried to evade my clients or provide them with insufficient information I wouldn’t have any clients. In case you’re wondering, I would have called the client and told them to “get in here and get your discount”. I often will tell clients to go to another store, even Apple Retail, if there is a better deal to be had (ask my clients – they will tell you!) Also we don’t hide behind our website. There are several ways to get in touch with us by email, phone, through the Apple Consultant Network site, from Apple (1800 MY APPLE) and our online ticket system. If I don’t answer, leave a message I will get back to you.
If your xxx warrantied product goes on sale at xxx OR any other Canadian retailer and is in stock we will gladly price match the product within 30 days of your purchase. The advertised item must be the same brand and model as the originally purchased product, must be new, factory sealed and subject to manufacturer warranty applicable in Canada. xxx does not price match a competitor’s advertised price for ‘time limited‘ or ‘minimum quantity‘ specials, including Boxing Week prices, nor does it apply to advertising errors,special package prices, restricted offers, manufacturers’ rebates, bonus offers, online auctions or photofinishing.
If you find that your iPhone sounds are too loud, there is a workaround. Normally using the volume control buttons only adjust the ringer volume and has no affect on the “system sounds”. So if the internal volume is too high alerts will be annoying – for instance when you receive a text message alert or unlock the iPhone.
To fix it, open the iPod or Music app (formally iPod before iOS 5) and play some music through the speaker. No matter what the volume is currently set at, make a small adjustment. The system volume will be set to this new setting.
Must be a bug or an over site in Apple’s design, because as far as I know there is no other way to adjust the internal sounds volume. Perhaps some game you were playing boosted the sound (Bad developer! Bad!)
Buck Shot App
Buck Shot App developer Neal Schmidt, tired of issues around supporting the app he created, has sold the app for $16,600 USD on eBay.
Bidding started at $10 and rose to $16,000 before closing today. Mr Schmidt is selling the whole company that is listed as the “developer”. As long as Apple allows the sale – they have the ultimate say over whether an App goes on sale and continues to be available. (Hmm… wonder what it says in the terms and conditions).
This is great news for our fellow developers as it sets a president as to what an App is actually worth in dollars and sense! In real terms, a game is a game but often an App can represent or extend a brand. Then it can be argued that a successfully executed App can create more exposure for companies. Then it’s worth it’s weight in positive spin.
Recently a Toronto iPhone owner had his iPhone and wallet stolen. The person who ended up with the stolen iPhone took it to the Apple Store to get it fixed. The “genius” gave the person a free replacement iPhone and put the stolen iPhone in the back for service. Apple understandably won’t get involved in recovering stolen devices otherwise people would not contact the police.
As reported by Francine Kopun, business reporter at Toronto Star, the local police did go to the Apple Store and recovered the iPhone. In the end the owner, Scott Barkley, got his iPhone back, the thief’s client got a free iPhone and Apple is out $500.
Beware of a phishing attempt to steal your Apple ID and passwords. An email that appears to come from Apple that says they are having a problem with your account. Apple would never ask you for your password in an email. The URL included takes you to and offer a Free Cheesecake Factory Coupons.
The Computer History Museum has a new exhibit highlighting Steve Jobs.
Here’s a link to a rare video from around 1980 (Before the Macintosh was introduced).
Steve Talking about Apple's work on computers
Here are some new renderings of Apple’s new Cupertino campus
Facebook is set to allow users to subscribe to websites. Similar to Twitters follow feature users of Facebook will let you follow your favorite web site, personality or journalist.
read more on Techcrunch
Apple and other carriers have been questioned about the use of Carrier IQ in our smart phones. The software gives the carriers and manufacturer information on how your smart phone is being used.
Apple says that they removed it in iOS5 and have been removing it in other code. Tsk Tsk!
Al Franken wasn’t laughing about it. Read More
Bloomberg reports on it as well. Read More
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