Tom Drapeau

First off, I’ve been a pretty loyal Apple consumer since 2001. I used the Apple IIC machines in school, Windows then Linux machines through the 90’s, then came back to the light. I’ve purchased a PowerMac, a Mac Pro, 3 iMacs (one for me), several iPods, an iPhone and now an iPhone 3GS. You could say I’ve drunk the Koolaid–I prefer cherry with lots of sugar.

However, the service I’m seeing these days in the Apple retail stores is not what I would call exemplary. I think there are some good eggs in the Genius bar (one guy did a decent job on a HD problem my wife was having), however that goodness is eventually canceled out.

Here are three things I saw today during a trip to my local Apple store that you shouldn’t do when in retail:

1. Have no discernible cash register, then flub the process once someone miraculously finds it: I ended up behind a service customer, then was offered to make my purchase of an iPhone cover while standing in line behind the person, which was then mixed up, and confusion then ensued with it being unclear whether or not I was being double charged. All magically while still being aloof about the process. Note to Apple: Some of us have worked retail before and can manage to charge someone for something without passing out. You are over thinking the problem!

2. Irrational computer advice: I happened to be standing behind someone who advised a woman with a MacBook that to protect her laptop’s HD she shouldn’t move around with the computer while it is on. O RLY? Don’t move around with your laptop on? This was definitely a case that reminded me of CompUSA (R.I.P.), where salesmen would talk about “drive heads” and “platters” of the hard disk so that customers wouldn’t ask any actual questions. Reminds me of the time that I could not get a single person at CompUSA to confirm if they had ANY Linux-compatible modems. Note to Apple: We get it, you are smart. Don’t try make us feel dumb, especially when you are just spewing BS.

3. Making fun of customers: I must have missed the part in retail training where insulting customers makes them buy more product. I saw a sales rep tell a teenage boy that the computer he was considering buying was “for girls”. “Oh yeah”, he said, “I’ve seen a bunch of girls come in and buy this model”. Brilliant.

To sum up: I like Apple products. I like Apple’s online store. I’ve even signed up to be a part of Apple’s iPhone Developer Program (and my wallet is now lighter thanks to that). However, I don’t like your Apple retail stores. Everything costs more, and your “Geniuses” aren’t hitting the bar. Or maybe they should? It might knock them down a peg, closer to earth.

tdrapeau Rant Apple Store, CompUSA, Genius Bar

Take my advice – don’t order anything from backdropsource! I ordered a green screen kit from them in late February for work, and they have been a hassle to me ever since then.

First, everything in the kit was listed in stock, but when I ordered it, mysteriously, the green screen itself didn’t ship. When I called in, I was told that there was a problem with it and it was recalled by the manufacturer, and did I want a different size. “No”, I told the service guy, “I want the one I ordered”. A few weeks pass by, I get no notification of a new shipment of the screen, I call back. Still not in stock, I am told, did I want a different size? No.

Another few weeks pass, and it gets annoying. So I call backdropsource support, and tell them I want to return the item. Did I want the different size? Um, NO. NO I DON’T WANT THE OTHER SIZE. I just want a refund. So now I have to send back the rest of the kit.

I send back the rest of the kit, and see that it is delivered back to bds. I call in – the supervisor needs to talk to me, and he’s “on break”. Hrm. I wait for a callback that doesn’t come. Next day: I call in (mind you, at a different time of day), and the supervisor needs to call me back, b/c he’s on break. Nice job, where can I sign up to be the supervisor on break?

A week passes by, and now I’m actually pissed off about this. I call again, at 10am EST, and… guess what? The supervisor is on break!

Me: I want a refund.
He: We’ll call you back.
Me: You didn’t ask for my phone number.
He: Oh. (pause) What is it?
Me: xxx-xxx-xxxx.
He: OK, we’ll call you back.
Me: No, you won’t.
He: Huh?
Me: You always say you’ll call me back. You never do. Your supervisor is on break all the time. I never get a call back. I deserve a refund here, you promised me (via e-mail) that I would get a refund, where is my refund?
He: (pauses) I’ll definitely have a supervisor call you back.

4 minutes pass by, and wouldn’t you know it? A supervisor calls. And promises me he’ll refund me my money.

And then he doesn’t. So today, I called my credit card company, and disputed the charge.

Beware backdropsource, they employ bait and switch tactics and then use any excuse not to refund your money.

Update (April 30th): I got a call yesterday from customer service @ Backdropsource, and the supervisor that called “found” the tracking numbers I had sent in twice already, and issued me a refund. So I dropped the dispute with my credit card. It was nice to get a call for once without provoking it, but all in all, I’m still pretty worn from the whole experience. So… proceed with caution with Backdropsource.

tdrapeau Rant Backdropsource, Customer Service, Rant

I had the pleasure of assembling the above Patio Pro last night. I have to say, the assembly instructions were terrible. I have attached the instructions here for your viewing pleasure.

Where do I start? There is a big “Assembly Instructions” summary page (p3), which most of the instructions point back to, doesn’t identify *any* of the pieces in the picture. The instructions on pages 4 and 5 are not clear, and when they reach for explanation, 4 or 5 steps will reference the same small figure on that page, and point back to the summary picture. Not exactly easy to follow. None of the pieces were stickered or tagged in any way when I opened the box.

I also ran out of washers by the end of the assembly, and had leftover nuts and bolts. Not exactly confidence-inspiring.

After 90 minutes, I finally finished, and read the following after step 17:

NO RETURNS ON USED GRULLS.

Indeed.

tdrapeau Rant Assembling Appliances, Char-Griller Patio Pro, Grulls, Rant

So I’ve been meaning to write this down for a little while. I’m fed up with the point of view for new dads in parenting magazines/other press. When I see an article aimed at dads, most every time its from one of the following perspectives:

- How to actually take part in your child’s upbringing, feeding, changing, etc.
- How difficult it is to be a dad and actually take part in feeding, changing, etc, when Moms have been doing just this, often alone, since the beginning of time.
- How to support the Mom.

Now, I’m all for raising my son and being a good mate. That’s not the issue. The issue is: I was already planning on doing all of the above. I take them for granted. I don’t think that men should need a magazine article to tell them to be a father. The cat is out of the bag already on that when you are rushing to the hospital.

What I really want are articles on men having careers and raising children, how men can raise their sons to become men, and how a man can still have his own adult life while being a good father.

These are all interesting topics to me, and I don’t consider them at all selfish, particularly the “how to have an adult life while being a parent”. I think more parents should tackle this problem, head on, early in life. If not, you run the risk of being just the Dad, and then soon enough, you will have a meltdown as your adult side cries out for attention.

End Rant.

I also want to add links to my blog posts from other dads out there who are blogging positively about being dads. Here is one from an AOL colleague, Richard Klein. Enjoy!

tdrapeau KidWonder, Rant