Apple Computer Update aka My Lemon -- In the end, the halo is hollow.

Preamble

While the information below seems to be an attack upon Apple's computer, it isn't. After all, 20 of my books were edited on Apple computers. I make ongoing purchases of any product based on customer service. When customer service fails miserably, as a consumer, I go to other suppliers. Fortunately, in this fine country of ours, we have almost unlimited choices.

My Story -- A Seven Month Saga

Here's my experience with my first and last Apple computer.

1. I've been a PC guy since the late 70s
2. Last year I bought an iPod. And, as I have told people, I'm the best unpaid salesperson for that product.
3. Well, in December, our family needed a new computer. So, I bought the elegant looking G5.
4. In less than 90 days, 74 to be exact . . .

• I have lost all my e-mail files -- Apple support had me recreate the files
• The screen (the entire computer) no longer works. Apple support is sending new hardware.

Here's my analysis:

1. Apple telephone support is excellent (except for Update 5).
2. Hey, no viruses or spyware to report.
3. On the other hand: I'm not very impressed with the hardware stability. If my experience is indicative of the Apple experience, come on Apple: "You can do better than this."
4. Based on my experience, I'll remain a PC guy.

Update 1 . . .

Wow: I just got the "invoice" for the new part: $851.56! The whole computer cost $1300.00. Fortunately, the computer is under warranty. I only pay the $851.56 if I do not return the damaged part. Be assured, the part will be returned.

Update 2 . . .

Even though the computer is under warranty, I was double-talked into needing another warranty. And, it's now three days later and the computer has not been checked.

That's what I would call: Customer no-service.

Update 3 . . .

Well, after a week, my saga is finally over (I think). The Apple G5 is fixed. In addition to the $851.56 part (under warranty), they had to re-install the operating system. This, of course, included wiping out my hard disk. So, now for the second time in 74 days, we have lost all e-mail information. This machine is used in our home, so losing data is not the "worst" thing, however, it should not have happened.

While I hope we enjoy many years of Apple G5 ownership, this will be the last Apple computer that I purchase. As an iPod fanatic, I will continue to purchase the Pod. By the way, the iPod that I have owned for one-year had to be replaced a few months back -- faulty hardware. So, I am now batting 0 for 2 with Apple. Just a coincidence or a real problem?

Update 4 . . .

It's a month later and . . . my Apple computer is "broken" again. After running diagnostics with Apple telephone support, it was determined that I had corrupted files. Folks, this is the third time in less than four months that I have had to start my Apple computer from scratch.

The Apple technician assures me that this can happen any time. I assured him that in 20+ years of PC ownership: "I have never had this problem." Of course, Win-tel computers have their issues. However, I have never "lived in constant fear" of data-demolition.

Update 5 . . .

During the prior experience (Update 4), I was handed off to a support manager. He was kind enough to provide his e-mail address and direct phone line. I experienced some re-installation problems. So, I decided to call the manager. I left him a voice mail message. About five days later, I received a return phone call.

While Apple enthusiasts applaud the computer's elegance, functionality, and simplicty, I am amazed at the lack of stability. I will never purchase one of these elegantly unstable computers again.

As far as I'm concerned, this Apple is a Lemon.

Update 6 . . .

Well, I came home from a great vacation and found my Apple iMac G5 dead! Actually, it's my wife's computer. For my loyal readers, you know that I have had nothing but problems with my Lemon.

I have owned this Lemon for 7-months. The latest and greatest problem: A fried hard drive. From a PR and customer service perspective, I advised Apple to give me a new computer. Apple's answer: "Nope. Your Apple is not a Lemon."

Evidently Apple does not know two things:

1. Anything about pleasing a new customer
2. The difference between an Apple and a Lemon
   

So, here we go again. They will send someone out to replace the hard drive.

Update 7 . . .

I'm glad that I have a good sense of humor. My Lemon needs a new hard drive. Guess what? It's on backorder. I have been told Apple has been having a problem with these hard drives and a problem delivering them.

Update 8 . . .

Final Apple Update . . .


Ah, we're back to being a 100% PC family. This Apple, I mean Lemon, is being boxed up and put out to pasture. Look in the background: My wife is enjoying her new HP laptop.

Final Analysis

1. Apple had an opportunity to convert me to its platform (the halo effect)
   
2. When its product failed repeatedly, it still had the opportunity to convert me. However, after my detailed explanation about my problems, Apple management opted to mistreat me.
3. My decision to trash the Apple computer was based on hardware performance (lack of performance) and its philosophy of not caring for the customer.

P.S. It's been two weeks and we're still waiting for a hard drive for the Apple, I mean Lemon. Apple has no known ETA for that part. I've called them numerous times -- keep getting voice mail -- no return calls. Good riddance Apple, I mean Lemon.