2 years ago this month, I finally committed to working my business full-time. I would no longer be relying on my employer to supply my computer. I would have to use my own personal computer to run my business. Since I was using a Mac for personal use, a Mac would now be the critical path of my business. For the last 2 years this has proved to be a decent decision. However, now I am putting Apple's Support of the small business to the test. And I am finding it to be wanting. Maybe I am holding Apple to an unreal expectation, but I doubt it.
Prior to going out on my own, I was using a company supplied Dell laptop. I despise Windows of all flavors, so I had installed Ubuntu Linux (or was it Fedora?). That computer worked great to development software as well as handle all other management related tasks. About 6 months before leaving the company I had an issue with the CD drive. So I called Dell Support. Talked with someone on the phone for a while and convinced them the CD drive had given up the ghost. Within 24 hours Dell had a technician at my desk repairing my laptop. 45 minutes after the technician arrived I was back up and running. That kind of support is what Small Business owner's need. Dell understands this and supplies the appropriate support by default on it's business class systems. I've perused Dell's site and all business computers, both laptops and desktops come with 3 years of onsite support.
Now, on to Apple. A couple months ago I started noticing problems with my Optical Drive. I finally took a couple hours out of my time to work with an Apple Expert from their support web site. After a while he determined that my drive was bad and that I would need to go to an Apple Retail Store to get it fixed. I then set an appointment (one of the nice features Apple's done) and arrived at the Store. When I do, do I pick up where I left off on the phone? Nope, had to start all over from the beginning, even after giving the Genius the case number. And when they finally conclude that the drive has failed, I hear the Apple party line: "Leave the computer with us and we'll have it back in 5 to 7 days". 5 to 7 days, are you freaking kidding me? I might as well start looking for a job now. None of my clients are going to wait 5 to 7 days for me to be able to do any work for them. None! So after some discussion I finally convince them to "help me out" by ordering the part now, and let me bring my computer back to have it installed. I want you to notice that this is helping me out. So a week and a half goes by and I get the call that the part is in. Please note: a week and a half! Had I left my computer there it would have been 10 days and not the 5 to 7 originally quoted. I surely would have been out of business by then. And likely not able to find a job since my resume is... you guessed it, on my computer.
So today I finally get some time to head over to the store. I figure I'll chat with the store's business Genius and see if he can get my computer repaired and back to me within a few hours. But after a lengthy discussion the best he can do for me is 24 hours. I'm suppose to leave my computer there for 24 hours to do what I know is a 30 minute repair. I offer to set an appointment for more that 24 hours from now. But can't do that either. I can't even put my name in the queue and show up just as it's getting to the top. No other options. I have not choice but to close my business for 24 hours and let them do their thing. The ironic thing is, the Apple Retail Stores are open 7 days a week. So even Apple knows that closing their doors for 24 hours is a bad business decision, but they are more than happy to force that decision on my business.
Now, 24 hours, as compared to the original 5 to 7 day quote is a decent improvement. And had I not had the experience I did with Dell, I'd likely be happy about having negotiated that time frame. But, unfortunately for Apple, Dell has set the bar much higher, and I have to hold Apple to the same standard. I know that it is possible to repair this drive in an hour, and to do so with minimal impact on my business.
I'll have trouble finding 24 hours which I can part with my computer. Especially right now with the work load I am under. And I'm sure I will find the time somewhere in the next week or so. But I am not very happy with the level of service I am receiving from Apple in this matter. And I keep having to ask myself, what if it was a catastrophic failure. What if it was the display or mother board. I wouldn't have any choice in the matter. With the optical drive I can do my best to make the inconvenient convenient. But if my computer was down completely, I would be out of business. Should my computer be holding my business hostage like that?
And quite frankly, if I was the only one, I could see someone telling me to stop whining and suck it up. But I've got a number of friends and colleagues in the same boat. They've had trouble with their Mac's and to get around the incredible lack of proper business support they've had to get very creative.
I'll have trouble finding 24 hours which I can part with my computer. Especially right now with the work load I am under. And I'm sure I will find the time somewhere in the next week or so. But I am not very happy with the level of service I am receiving from Apple in this matter. And I keep having to ask myself, what if it was a catastrophic failure. What if it was the display or mother board. I wouldn't have any choice in the matter. With the optical drive I can do my best to make the inconvenient convenient. But if my computer was down completely, I would be out of business. Should my computer be holding my business hostage like that?
And quite frankly, if I was the only one, I could see someone telling me to stop whining and suck it up. But I've got a number of friends and colleagues in the same boat. They've had trouble with their Mac's and to get around the incredible lack of proper business support they've had to get very creative.
I do want to point out that Apple does offer a service called ProCare. This is supposed to be for professionals to get front of the line priviledges and some other nifty benifits. While interesting, and seemingly solves the problem on the surface. In practice it doesn't really do much good. If 29 of the 30 Mac's waiting to be repaired have ProCare, your ProCare just got you to position 30 instead of 31. And since Apple does not seem to do any management of the ProCare service, anyone willing to pay the $99 per year can get the service.
Don't get me wrong. I still like Apple products, and will not boycott them completely. But as a business owner, I have to ask myself the fundamental question: Do I really want a Mac in the critical path of my business operations?
Mac's are great. And I'll likely always have one in some capacity or another. But with Dell offering Linux on some of its computers you no longer have to choose Winodows if you want an alternative to Apple's poor business support. And I'm seriously beginnig to wonder if a Dell/Linux alternative would be better for my small business.
Don't get me wrong. I still like Apple products, and will not boycott them completely. But as a business owner, I have to ask myself the fundamental question: Do I really want a Mac in the critical path of my business operations?
Mac's are great. And I'll likely always have one in some capacity or another. But with Dell offering Linux on some of its computers you no longer have to choose Winodows if you want an alternative to Apple's poor business support. And I'm seriously beginnig to wonder if a Dell/Linux alternative would be better for my small business.
