My Apple experience

Most of you know that deep down, in the cockles of my heart, I detest Apple, Inc. Not because they make swanky computers, or because they have herds of computer dweebs as followers. No, I hate Apple with a ferocious passion because of the Apple culture. Or do I?

I LOVE the Nokia N95 I used previously, and I would strongly recommend it to anyone looking for a solid lifestyle device. It has a 5MP camera on the back, a 2MP camera on the front, both are video-capable, the battery lasts for several days on a single charge, the software on the phone itself is stable and performs consistently, the GPS features were fantastic, and of course, the number of applications for the phone are nearly limitless. To top all of those things off, the antenna within the device allowed it to function in areas that are simply dead zones for others.

On Friday, July 18, 2008, I became an iPhone convert. When the iPhone was first announced over a year ago, I balked at its lack of 3G network support, the lack of GPS, the fact that there was no MMS or copy/paste support within the software, and that the device suffered from a sickening cult following. I announced that when the iPhone got 3G and GPS, I would buy it- the interface itself was an excellent change in the mobile phone paradigm, and that was undeniable even then.

There are still issues with the iPhone. The lack of MMS messaging is completely ridiculous, and the fact that the simplest of mobile phones support copy/paste and the iPhone still lacks it...that's pathetic. But this bit isn't supposed to be about the phone itself. There are already more than enough comprehensive reviews out there, and adding my two cents to the pile certainly won't help.

As I approached the Apple store in Salem, NH at 10:15am, the line had already reached the doorway. This certainly isn't the longest line I've seen at an Apple product launch, so I decided to wait. When it came my turn to make a purchase, I had stood in line for an hour-and-a-half. The funny thing is, though, that there were only about 26 or so people in line in front of me- most of whom were activating a family plan!

I made my purchase from a teenage kid that was scared to tell me that in fact, I was not eligible for the subsidized pricing of my phone, but rather I would have to pay the full $499. I shrugged and said, "Ok, that's fine.", and the sales person returns with, "Really?! You're the first person that hasn't tried to punch me for saying that!" Trust me, the boy didn't look like he needed a punch.

In all, my actual check out time, including two signatures and a mishap with swiping my debit card, took about 5 minutes. I was both impressed and pleased with the speed of my individual transaction, but I couldn't shake the nagging feeling that if there had been more than two or three people assisting customers, the entire line would have been served in well under an hour. Believe me, I understand Apple's plight with AT&T as a vendor. Working with outside vendors is always a HUGE pain for everyone, especially when that vendor is a phone company. But seriously, Apple. More Point-of-Sale people!

After making my purchase, I received a receipt in my email box, asking me to complete a quick survey of my experience. Maybe I was still high with new gadget lust, or maybe my Grinch heart grew three sizes that day, but I actually clicked the survey link. This process took maybe 5 additional minutes of my life, but I did want to convey my concerns about the number of people assisting customers.

To my shock, I received a phone call the very next morning. Well within 24 hours of my purchase! I spoke to a gentleman over at the Rockingham Apple store, and explained that I understood there was little they could do about the supply issues, or the wait times during activation. I was even forgiving about the lack of sales associates working on iPhone sales, because let's face it, people need days off! Well, I received the standard, but sincere, apology for my wait. Then I received the shock of a lifetime. Apple offered me a case for my phone for my troubles. Now, this seems like a simple footnote to a long story, but in fact this is a earth shaking event!

An iPhone case may only cost me a few dollars, and is almost not even worth my worry. But, to a company looking for profits, a case is a worthwhile accessory. A case is additional profit on an already profitable venture- easy money if you will. Accessories are where stock values can be won or lost. And Apple, a greedy corporation, offered me one for free. A loss of a few cents worth of manufacturing to them, and a gain of a $10 or $20 accessory to me. But the gesture is priceless. Imagine if 100 people gave feedback, or 100,000 people gave feedback to Apple. That's only 10% of the people actually purchasing the phone, which seems feasible. It seems, at least on the surface, Apple cares not only about it's perceived hipster image, but also its customer loyalty. In my eyes, that actually counts for quite a lot in 2008.

Now, if you'll excuse me, I have to go shower in acid to get myself clean again. Oh, and for those concerned that I'm a sellout- I have a Tux penguin as my iPhone background, and I'm in the process of jailbreaking the device now.