Bad Apple

Having adored Apple products since I laid my hands on them years ago confused me with the kind of technical support they provide.

Yesterday, with some unknown reasons, one of the iMacs at the Music Room just produced a cloud of smoke. Luckily, Sandy was quick enough to get things under her control and contained the situation with such finesse.

Of course, having that story from her this morning, I called the Apple support and reported it to them. The staff was courteous and very friendly. And about almost 20 minutes on the phone trying to exchange information, I grew tired on it, trying to answer questions which I thought were irrelevant with time.

Imagine, questions like,
1. Is the machine busted? (What? Does the smoke make it look ok?)
2. What's the color of the smoke? Did you take a picture of the machine on smoke? (* Yeah, good idea, why didn't I think about that? Should I take a picture first before unplugging it and always have a camera ready?)
3. Did you have to crawl to grab the wire?" (sounds like terrorist attack. hehehe)
4. Would it be ok if some insurance inspector will assess the situation for further advice? (Ha? the iMac was on smoke. With the downtime we are going to experience, I just want to have the machine repaired or replaced)

I understand what they were trying to do as to identify and document some cases along the way but I really don't want to participate in the lengthy process of their procedure. It took us almost 45 min more on the phone trying to isolate things. Should they be doing that themselves and let us not worry about the fault and get the machines running? They’re cutting out some precious time here.

Unlike Lenovo, they don’t ask questions as extreme as these and their support is super fast.

I wonder, they promised to call me back before the day ends. Until now, never in blue hell did my phone ring.
Bad Apple.