Just let me know if you can fix it…
iPhone: acting up since firmware upgrade 3.1. It’s randomly been shutting down and requiring a hard reset to get it back up and running.
Today: decided to go to the Apple store to see if they could do anything about it.
(cut to scene inside Apple store at 119th and Roe)
First thing that I have to deal with is a woman in her mid to late fifties who, based on my assumption, probably can only use email on her computer. I could be wrong, but let’s just run with this. She asks me if she can help me with anything. I tell her “I’m here to figure out what is wrong with my iPhone as it’s been randomly shutting off.” She says, “Have you tried hard resetting it? To do that you hold the home button and the power button.” (of course I’ve tried this, a multitude of times mind you)
Thought/Observation: The hard reset is the “par for course” combination that it seems every mac “expert” suggests to do. I mean come on the simple user button mashing combination should be the first thing that everyone learns and yet these experts assume the general public is too stupid to figure it out.
(back to our Hero)I tell the Concierge as she’s so eloquently labeled that I have tried it and I still have the problem. Then the concierge tells me that they are no longer accepting appointments so I’ll probably have to come back tomorrow after I’ve made an appointment, unless I want to wait in line. I say that I’ll wait in line for the iPhone expert who from what I can discern is about 19 years old with a nice emo swoop and tattoos.
In line I go. After about 2 minutes of waiting I get to state my case to the next mac “expert”. After I tell the Emo-cierge about my problems with the phone he tells me to wait until he gets done with the patron in front of me and he’ll help me out. No problem as I just go sit at one of the macs and play around for a bit.
Once Emo Joe is ready to help me he asks what my problem is. I tell him that the phone randomly shuts down and there are no set clicks, beeps, swipes, or movements I can do to recreate the problem. Another mac “expert” over hears this and asks me if I’ve RESTORED my phone. I tell him that I have countless times and it still doesn’t work. Then Eavesdrop-cierge asks if I’ve restored it and used not a back up, but actually restored it as a new phone with no back up. I tell him that yes I’ve done this 5 or 6 times to no avail. Finally the Eavesdrop-cierge tells Emo Joe to take the phone in the back and do a behavior scan.
5 minutes elapse. During which time the original point of contact asks me if she can help me with something. WHAT?! I’ve been here at total of 7 minutes and you don’t remember me?
Emo-cierge comes back out and says, “Well the scan only showed some apps that have been crashing, but nothing weird is going on with the phone. We’ve had quite a few people come in and have the same issues. You can delete these apps if you’d like and see if that helps, but you’ll just want to keep your eyes open for an update as Apple is hopefully working on one.”
Wow, thanks! That’s helpful! Glad thing you guys are experts!!!
The moral of this story, or at least what I’ve learned from it is this: Apple prides themselves on having opaque products. Products that just work and you don’t have to know why they work they just do. This in my opinion leads to the service that they provide to their customers. They act as if any person walking through that door has NO CLUE on how to do ANYTHING related to their product. They also act like they know more than anyone else about anything. This elitist attitude bothers me because I feel that maybe 50% of people buying Apple products probably know a thing or two about utilizing a computer.
I’ll be the first one to say I like Apple products. They look refined, they generally work and albeit pricey they are good products in my opinion for what you utilize them for. The community that supports them though seems to be filled with elitist know-it-alls or poser computer nerds that try to bombard you with instructions on how to fix the solution when all they do is repeat what you could Google for in 2 minutes.
In other news, way to go Brett Farve!
Sean