Every design agency needs a content management system. They are a solid business need. But, does every agency really need a custom solution? Especially when it comes to small business, the CMS is causing more problems than it’s solving.

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I will be the first to admit that I am an Apple addict.  It is probably an unhealthy obsession at some times, just ask my wife.  In other words, I am a typical Apple customer.  I own more Apple gear than most high schools (but less than Al Gore).  My MacPro, MacBook Pro and iPhone make me especially happy and productive.

However, I cannot quite understand how a company like Apple, who can successfully focus so much time and energy on the User Experience, can fail so miserably at servicing their customers.

The Desktop Replacement

3 years ago I bought a 17″ Powerbook G4 from CompUSA.  At the time, it was a top of the line laptop.  I was using it as a desktop replacement with a 24″ cinema display and took it with me when I traveled.  It was a great laptop and served me well for quite a while.

In late-2006 the DVI-out connection died on me.  I probably could have had it serviced under warranty, but decided to instead purchase a MacPro desktop and make the move to an Intel Based mac.  The laptop still made it’s way with me on a few vacations and trips home to New Jersey.

My purchase of the MacPro was my first negative experience with Apple.  It was when I first learned that the Apple store only stocks a few select items with any real volume.

If you want an iPod, great, they have 10,000 of those in stock, but if you want any kind of professional grade Mac, you will end up walking out empty handed.  In fact, I worked with a salesperson to pick out the machine I wanted.  He went into the stock room and reserved one for me.  I looked around for about 15 more minutes for accessories and then went to checkout.

Long story short, they sold the MacPro I had reserved out from underneath me.  The lady at checkout told me that they don’t take reservations and that everything is sold “first come, first serve.”

We proceeded to order one online for delivery, but they were expected to ship within 40 days, so I nix’d that idea.  I went to my local Guitar Center and walked out with one that day.

The Laptop Servicing

A few months ago my old trusty Powerbook started to suffer fundamental problems.  The fans died, the screen was flickering and it became unbearably hot.  Now, I’m overdue for a new laptop - this ones almost 3 years old - but it was still under my 3 year full service warranty.  I took it to see a “Mac Genius,” who told me the grave news.  The logic board (Apple’s mother board) was dying.  The fans were not working and it was overheating something fierce.  On top of that, we speculated that the display cabling was bad too, which was causing the screen flicker.

He was happy to send it out for a full repair, with instructions to replace the logic board, reset the display mount and check for other defects.  It was gone for 2 weeks.

When it returned, there was a note in the box which told me that the problems I was having were related to a bad RAM chip as opposed to the logic board problem.  (A faulty RAM chip could in fact cause these problems)  So, instead of replacing the logic board and checking the display, they simply removed the faulty chip and sent it back to me.  Note:  The faulty RAM chip was the factory installed RAM chip, not my cheap Best-Buy add-on RAM.  They did not even replace the faulty part.

They obviously did not power the machine back on after removing the RAM to make sure the problem was remedied. The RAM was not seated correctly and it would not boot up.  I reset the good RAM chip and watched my screen flicker and machine overheat again.

I took the machine back to the Apple Store to have it sent out again, but they refused.  My 3 year warranty had expired during the 2 weeks they took my laptop and did nothing.

The New Laptop

I dealt with the overheating laptop with the dysfunctional screen for a few more months while waiting for the next generation MacBook Pro to replace it with.  When I was ready, I made the hour drive back to the Apple Store.

I came prepared this time.  Armed with the knowledge of my previous shopping experience, I called ahead to make sure they had one in stock.  They said they would “hold it for me until I arrived.”  I agreed, hoping that this one wouldn’t be sold from underneath me again.

When I arrived, I immediately went to checkout.  At least, I think it’s the checkout, after all there isn’t a cash register.  I handed the lady my Credit Card, told her it was for the laptop with my name on it and waited for her to go and find it.  Except, she didn’t go anywhere.  She just stood there and looked at me like I was from Mars.

“I’m sorry sir, I know it sounds ridiculous, but you can’t just walk in here and buy a $3,000 computer.  You need to talk to a salesperson first.”

You’re right… it is ridiculous.  How dare I exchange my money for the product your are selling?  So, I was added to the top of the list for a “Personal Shopping Assistant” (aka, pushy salesperson), who would be happy to help me.  Since these “PSA’s” work by call ahead appointments and - if they have time - walk in customers after that, I waited for over an hour.

Ok, I know this sounds silly.  I stood inside the Apple Store for over an hour with my credit card in my hand.  In fact, I made it obvious that I had a credit card in my hand, but nobody wanted to swipe it for the merchandise I had already decided upon.

“You, in the blue shirt.  Want a commission?  Come swipe this card!” - “Sorry sir, I’m with a customer.”

Eventually I was helped.  The guy tried to up-sell me to buy lots of other things.  I politely refused, and gave him my card.  He gave me the same shocked expression that the girl had an hour previously.  “Just swipe it, I must be on my way.”

What would you do?

I feel like I’m in an awkward position.  I love Apple’s products and will undoubtedly continue to be a loyal customer, but the loyalty certainly isn’t reciprocated.  Of course, I can only speak from my experience with my local Apple store in Legacy Village.

One frustrating experience to buy a fantastic product is certainly better than a delightful experience buying a frustrating PC.

What would you do?  Do you have any similar experiences?

Designing Interactive has grown up a lot over the last 6 years. It has grown from a small freelancing company into a web application development house. We have done a good job of keeping ourselves busy with paid work throughout the years, but this past year was particularly successful.

However, our profitability has started to plateau this year and we need to make some changes to continue growth.

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As software developers we often find ourselves running low on time, money or patience. While these constraints often cause frustration, they are actually good things.

Constraints are simple solutions in disguise. When you find yourself working hard on a problem and seem to be progressing slowly, take the constraint as a sign to step back and examine the problem again.

The simplest answer is usually the correct answer.

Occam’s Razor says:

Ignoring Constraints

It’s natural to ignore constraints. After all, they cause us pain and we are taught to keep emotions out of our business. However, ignoring these constraints will lead to software which is counter-intuitive to use.

Resist the urge to throw more money/people/time at the problem to fix it. People under pressure do not work faster and additional funds just provides an excuse to deliver late.

Exceptions

There are times when constraints are caused by other situations. You may have a more serious problem to deal with if the constraints are caused by:

• Poor planning
• Lazy people
• Bad project management
• Counter productive working atmosphere
• Distractions caused by Twitter

Microsoft posted an article on their Internet Explorer blog earlier this week where they claimed Internet Explorer 8 passed the Acid2 test. Internet Explorer has been the cause of many web design headaches due to blatent disregard for Web Standards. Microsoft may finally be feeling pressure from Opera and Mozilla to comply with Web Standards.

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