We had a nice even grey cloud cover with light rain this morning, providing a relief from the big nasty bright glowing ball of superheated plasma. I love this weather; it’s why I live in Seattle.
I’ve been having recurring headaches and back trouble, traceable to my chair at work. I picked up a new one last night; it is quite tasty. My back is happy!
Bonus: the battery on my Macbook Pro died and I had to deal with Apple Support. During the discussion, in which I never called the rep a single name or in fact said anything offensive, I managed to make my rep cry. This was after I explained to him why Apple’s intended little procedural run-around (“We can’t do the replacement procedure directly with you unless you pay $50 for a support incident or $250 for the extended protection plan even though your laptop is still in the hardware warranty period; you’ll have to go to your local Apple store and have them do all the troubleshooting steps from our website you already did. Oh, and they can’t just hand you a replacement battery; they’ll give you a code so you can call us back to have us do the replacement procedure with you.”) was not acceptable. The phrases “the worst of both worlds” and “a gratuitous insult to the intelligence of your customers” were both featured prominently.
I didn’t mean to make the guy cry, but Apple’s policies were crap and he was just a touch too cheerful about staying within their lines. From my time of doing tech support, I know that most policies are of the “try to steer the customer in this direction when possible” variety. I can even understand why Apple wants to offload initial support triage to their store staff when possible; that makes sense. However, if they’re going to send me to a store (located in the heart of Bellevue Square, which is a really crappy place to get to during the business day) for what is a common problem that is resolved with a simple component replacement, they’d better make sure that my problem can be resolved by that store visit. Let the store staff determine if it’s really a battery issue; if so, hand me a new one. They can then take care of sending the dead ones back to Apple to rotate their on-hand stock. That’s a bad policy, and when the phone rep doesn’t recognize from the caller’s response that it’s causing problems for the customer, he should at least see what what kind of latitude the policies have. If he’s not willing to show some initiative to help the customer exercise his warranty rights and solve the problem, he deserves to get reduced to tears by a rant directed at the piss-poor policy he’s offering.