It was a life-changing moment the afternoon I came home with my first MacBook the best part of a decade ago. I was sick of Windows, its vulnerabilities, its sluggishness and bloat, and the Apple Universe was the competition.
This was the time of Mac’s Operating Systems “Leopard” and “Snow Leopard”. In those days Apple charged you for their OS upgrades they were that good. And my Mac ran like silk, like a sleek sprinter in full gait, grin spreading broadly knowing the finish line would soon hit at the chest.
But those days of Mac glory—they’re now long gone. So much so that the company no longer knows about or stands behind its products.
(Scene: A phone call today to Australia’s Apple Technical Support number, that used to be housed in Sydney staffed by some very savvy minds.) “Helloooo”, a contract call centre operator in the Philippines answered. “Hi”, I said after some painful small talk offered my way.
“I’ve just downloaded iOS 13.1 on my iPhone and I’ve read an urgent bulletin from Apple saying that this update shouldn’t be downloaded as it has some serious vulnerabilities. I want to know whether it’s ok to keep it or should I roll my phone back and how do I do that?”
“Oh!” My operator said. His script then told him to say, “I understand how you feel, I will be gladly helping you with the iOS 13.1. Have you downloaded it yet?”
Oh my God, I may as well be talking to Telstra, this guy had no idea.
At one point he said, “Where did you see this warning? Some things on the internet are not accurate”.
I said, “It’s from Apple. Don’t you know about it?” And after another “Mmmm” from him and being told 13.1 was safe, I just hung up. And this was Tech Support.
So now Australia comes into the picture as I next call my Apple Business Centre of whom I’m a very small customer. The guy I speak to also asks me where I’ve seen this bulletin. After he finds it, I ask, “Can you tell me whether I should keep iOS 13.1 or roll my phone back?”
He replies flatly:
No—Only you can make that decision.
Well, here’s my tip to Apple. If your team doesn’t know what it sells, if your team doesn’t know what it’s doing, if your team doesn’t have the guts to stand behind its products: then just close your doors.
“Tim Apple”, you’ve killed your company. Your trillion-dollar-boondoggle is indicative of overvalued asset prices in a market fuelled by record debt buoying a Dow Jones Index that slipped today under a ridiculous 27,000 and a Nasdaq that took three-times that percentage down with it. Twenty-seven thousand points—underwritten by what reality?
Yes folks with Telstra, then Amazon and now Apple customer service is dead: big players proudly standing by their goods are dead. A rot has set in across the globe and the barrel is now spoilt.
According to Forbes today, Apple users should not upgrade their iPhones and iPads to iOS 13.1. I’ll add, that when Mac OS Catalina comes out next month an even bigger disaster looms, meaning folks may want to hold off on that one too.
But it’ll at least be free.
© 2019 Adam Parker.