Recent Posts (page 4 of 29)

  • Apple Service Rating Update

    For those who’ve asked, here’s an update on the situation with Streetwise and the Apple Service Rating that I wrote about in my last post. Streetwise replied almost immediately to my email complaint:

    Hi Kevin, I'm not sure why the technician on Saturday would have told you that - perhaps there was some sort of misunderstanding.
    I do apologise if you felt that was inappropriate in anyway.
    I can confirm that the part to be fitted would not be an issue and you can use your machine normally while we wait for the part.
    As the technician is not in today - I will discuss the matter with him when I see him and to see if we can resolve this one way or another.
    We will attempt to call or leave a message when the part actually comes in. Do you wish me to order the part for you? Best Wishes,
    Gary Chee
    Service & Returns Manager
    Quite the reversal. I asked Streetwise to go ahead and order the part. Two days later:
    Hi Kevin, The top case has arrived today. Could you please drop off your Macbook so we can install it for you?
    Please allow us at least half a day turn around time to sort it out for you. Thanks,
    Still no explanation for the original incident, you’ll note. I queried this in my reply:
    Thanks. Will do! Has any explanation for the original mixup been forthcoming? --
    Kevin Yank
    Streetwise’s reply was about as vague as can be, but reading between the lines I believe my complaint was taken to heart:
    No worries Kevin - I've spoken to the tech and he said there was a small mixup - but I hope that's been cleared up. Cheers,
    The repair was completed the same day I dropped off the computer. In total, I was without my MacBook for about four hours. Not bad at all! The next day, I received an automated email from Apple requesting my feedback on the support experience I had had with Streetwise. As you can imagine, I was very forthcoming, and ticked the box that said ‘You may contact me for more information about my experience’. Two months later, I have not heard from Apple on the matter.

  • Apple Service Rating Harms Customer Service

    Streetwise is my local Apple retailer. It's where I bought my MacBook laptop and my Epson printer, and it's where I was planning to buy a lot of other computery things in the near future. Unfortunately, my MacBook is in need of a little in-warranty TLC (a crack has a developed in the casing, a common defect). So today I dropped by Streetwise, an Authorised Apple Service Centre, to get it looked after. I discovered that, in an effort to gain the highest possible "service rating" from Apple, Streetwise has decided to make it really inconvenient to get a minor problem with your MacBook fixed. I therefore walked right back out with my cracked MacBook in hand.

  • Workaround: Mac OS X Leopard Docked Folder Icon Madness

    My copy of the newly-released Mac OS X Leopard arrived on my desk on launch day before I even got to work. I resisted installing it until I could update my system back-up that night, but at this point I've been using the new operating system for a full 48 hours. Aside from a couple of apps needing updates, the upgrade has been a blissfully uneventful experience. Thanks to the pervasive tweaks to the user experience in Leopard, using my Mac is a more uniformly pleasant experience … with one major exception: the display of docked folders (now called "Stacks"). Thankfully, I've found a work-around.

  • Photos: Rubicon Valley Horse Riding

    Rubicon Valley Horse Ride 8
    For the main event for our three-day getaway in and around Marysville, Jess and I went horse riding in Rubicon Valley on a perfect morning. We lucked out and got a guide all to ourselves, so we got to learn a lot more about riding than we had done on our previous ride. Jess’s horse Bounty must have been having an off day, because she made several attempts to bite my horse, Apache (Yes geeks, Apache. Believe me, I was geeking out about it all the way!). Otherwise, the ride went smoothly, with lots of high-speed cantering that had Jess calling me “the geekiest cowboy around”. View ‘Rubicon Valley Horse Riding’ set on Flickr

  • Going DRM-Free Digital

    Matchbox Twenty’s ‘Exile on Mainstream’ album art Having one too many dusty CDs taking up shelf space, I’ve decided not to buy music in physical form any more. I don’t care how many exclusive, special edition DVDs and fancy-pants packaging they dangle out there—it’s time to move past the physical disc.