Service

Last updated: Thu, 24 Nov 2005 11:01:00 GMT

Computer problems.

I've had a few computer-related problems in the last month. I'll give you the skinny, you might want to draw your own conclusions.

We had a temparature sensor failure in one of our Sun B100s blades. I called Sun and reported it, they claimed not to have record of the machine's serial number. I mean, not only could they not match the serial number with our service contract, (which happens all too often,) but they couldn't even confirm that the machine has been manufactured by them. I gave them our contract number, they capitulated.

I called them again four hours later to ask where my return phonecall was. They called me back and told me they'd send out a whole new blade, I could open it to swap the disc over. In three subsequent phonecalls they insisted they send an engineer, asked if I wanted an engineer and asked my boss why I wanted an engineer. I didn't. I fitted the part and called them to tell them not to send an engineer. Fifteen minutes later they called me back and told me that I had invalidated the warranty on that part and that they were no longer willing to cover it on maintenance.

I had the head of group call our Sun account manager and explain that I had better things to do than argue with retards about whether or not my BSc and ten years' experience qualified me to swap out a disc. I also suggested that he explain that, now that Solaris is free, and most of our needs are better served on x86 kit, they'd be wise to quit busting my chops or we'd be buying elsewhere.

You know, in the past few years I've personally signed off on £300,000 worth of Sun kit and maintenance. The bastards still can't get my address right.

Last week I knocked my iBook off the arm of the sofa, just as I'd plugged the PSU into it. The laptop survived the fall. The PSU did not. More accurately, the connector didn't -- the tip of the jack snapped off. I had fifteen minutes of battery time to find a PSU.

Apple's store site sucks. Sorry, but failing to find me a PSU given the search string "PSU" is weak. Organising the site so badly that I need to resort to a search is bad. I called them, and that's when they got good.

Yes, they could get me a new PSU, in two to three days. Yes, they'd give me the discount I usually get through work. Yes, they knew the model of iBook I have, because they have my serial number, right there in front of them. And they've got got my name, and my billing address, and my shipping address. I told them none of this -- they deduced it all from my home phone number, as given to them by caller-ID.

In my entire life I've bought one lousy laptop from Apple.

I say lousy, but it's the best bit of kit I've ever bought, even if it doesn't puke out enough heat to keep my office warm. I'm typing this wearing a parka, you know.