Linked by Fred McCann on Wed 25th Aug 2004 21:00 UTC
I recently had a bad experience with an application service provider that illustrated a growing problem with technology companies- lack of service and support. We have grown complacent as technology consumers and we allow vendors to offer very poor levels of service that wouldn't be allowed in other markets.
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First off, I've always got great service from Apple - even when I was in China. My .Mac service has been a great backup tool (iSync/Backup are great), backup e-mail and a great way to share photos with friends. So, I feel there has to be more to the story than you are letting on. Second - the margin on computer equipment is NOWHERE near what Bose gets on a pair of $500 speakers. Come on - they are chipboard and some $15 drivers more or less. There just isn't many resources put into a product like that compared to rolling out .Mac or Office or OS X. To make it worse, people think all these things should be free - which is non-sense. Then, when things don't work - you want to call and talk to someone - instead of reading the help or learning more about your own computer. Oh, and you don't want to pay for the call either. It's nonsense.