Sunday, 20 July 2008
Techblog

In one of his recent blog posts, Anand Lal Shimpi of AnandTech posted his experience with Apple’s Genius Bar.

The Genius Bar is a technical support area in the Apple Store, where Apple hires Mac geniuses to troubleshoot Apple products. According to Apple, you make an appointment, either onsite or offsite (via Apple’s website), whenever you are available to have your faulty product tested by the geniuses. And of course, once they find the problem, they work on the solution.

While Genius Bar sounds like a fancy form of customer service (making an appointment?) when compared to the likes of Best Buy and CompUSA, it’s the experience that counts.

Shimpi described his experience in great depth, and from the sound of it, the Genius Bar emerges to be an excellent customer service center, especially for novices.

It’s great to see a select few companies taking care of their customers as well as Apple. Then again, I’m not too surprised by this. Apple has a tendency to be special in all aspects of its customer dealings, so why would technical support be any different?

Take care,
Gundeep

{moscomment}

Despite the title, this entry is really about the current state and future of operating systems and system hardware compatibility. Since Microsoft practically owns the OS market, Windows will be my primary focus, but I'll start out with the alternatives first.

Mac OS X: Apple has languished for years and has been consistent (gaining .2 or .3 percent in overall market share doesn't make a significant difference) in market share in relation to Microsoft. In the early days, Mac hardware was far superior, but few years ago, Intel and AMD based systems trounced the Mac platform. Apple has committed to a change to Intel based hardware for its future Macs, but will not allow OS X operating system to run on a standard PC. I feel this is a huge mistake, but I suppose that Apple is content with supplying both hardware and software, while possibly gaining only a small amount of market share (assuming things go well) for OS X. Hence, Apple based systems will remain a minute segment of the market. Disappointingly, hardware enthusiasts should look for no major changes other than faster, and more competitive hardware from Apple.

Linux: The free operating system that could cant get a firm grasp on the U.S. mainstream market. Apparently, it has a much bigger share outside the U.S., and especially in China, where even copyrighted materials are considered free for all to use. The reasons for Linux failing to take over the U.S. is lack of organization (its free and there are many distributions to choose from), lack of gaming support by the game producers (due to low market share) and the fact that Windows XP came along and changed the way we look at Microsoft and their ability to produce a stable OS.

Windows: Where do I start? Microsoft simply owns the OS market. Their newest OS, dubbed Vista, is supposed to bring clarity to your world, according to the company's website. Well, I suppose Microsoft means a less confusing interface, the need for fewer security patches and a better, more reliable experience with less hassle. We will see how Vista pans out hopefully by the end of 2006. The addition of 64-bit processor support will surely be a big selling point, although the AMD64 platform is doing nearly as well in the 32-bit mode. Besides, having a 64-bit system won't really bring earth-shattering performance to an average user who's simply looking to browse online and check e-mail.

We need to remember that Microsoft doesnt make money off of service packs and patches, but they do generate a substantial amount of revenue whenever they launch a new OS. Consumer upgrades are a large piece of their market. It's their job to convince you that you cant live without their new product, and to an extent, they do that quite well.

Hardware: I sincerely hope we have a smoother transition with Vista in terms of hardware compatibility and drivers than we had with ME or XP. Also beware that when there is a major OS change, some hardware vendors decide that new drivers are not required for their legacy (older) hardware (of course the same goes for companies that no longer exist). This way you have to purchase a new device, supposedly making them more money. When this has happened to me in the past, I make sure not to purchase from that company again. I simply find another competing product and purchase from it instead. Of course most USB and Firewire devices that do not require special drivers to function will not be affected; we are mostly concerned with internal devices, such as PCI cards and older AGP video cards.

As far as when to expect Vista, it's still very much in the beta testing stage. According to Microsoft, consumers can expect the final version to debut in August of 2006. This could change, and if it does, it will likely be later rather than sooner. In the mean time, we are not missing much. Your older PC hardware will likely choke on Vista, similar to the post XP launch. Your newer system is likely doing fine with Windows XP, and Vista will likely not be Bringing clarity to your world anyway. What I really want to know is who gets paid to think of silly slogans like that? I think Ill send my resume to Microsoft.

The bottom line here is that you shouldnt be worried that you are missing some big performance enhancement or hold your breath until the new OS arrives. As long as you are having a good experience with your computer, all is well. If you are waiting for security enhancements and are one of the many who get infected with the latest computer virus before a patch is even ready, this will likely not change; evaluating your browsing and e-mail habits will likely produce the best results, as will installing all the latest patches from Microsoft and keeping your anti-virus software up to date.

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As usual your comments are quite welcome.

- Paul

{moscomment}

I don’t know about Apple, but I think it’s about time the government declares the iPod an economically dependant product. Why? If you haven’t read, here’s a news story that will explain my reasoning behind it.

According to the Sydney Morning Herald, a department store is offering 40-minute "iPod Survival" lessons for $150.00. In the 40-minute lesson, you can learn how to use iTunes, how to install and delete videos, how to create playlists and download podcasts. To further interest the iPod buyers, the store is offering the lessons either in-store or comfortably with a home visit.

Having iPod accessories was bad enough, but this deal officially marks another milestone in companies who are trying to generate sales revenue from Apple’s iPod. When the iPod goes down (and it will go down sooner or later), there will be quite a few companies who will shutdown due to iPod’s downfall. Can you imagine the number of people laid off because many tier one companies will have to shut down their iPod Divisions?

In all seriousness though, the iPod fad has gone out of control. At CES this year, I saw a plethora of new accessories for the iPod alone, which isn’t necessarily an encouraging thing to begin with. Apparently, there are people who would buy a $300 iPod and then spend thousands more on additional accessories.

Oh, and those who might be interested in the 40-minute lesson, do yourself a favor and walk a few miles to the Apple Store, which is right around the corner to the department store that’s offering this service. The Apple Store, the iPod user’s manual and thousands of sites explain the iPod inside and out in simple language for free, so there’s no reason for you to spend $150.00 for this service.

Take care,
Gundeep :)

{moscomment}

If you’ve read our recent CES 2006 Coverage reports, you’ll realize that making phone calls from a cell phone is now a feature and not the fundamental aspect of what a cell phone does. Cell makers are now changing the definition of a cell phone; the new definition of a cell phone is – a CE device that lets you listen to music, take pictures, record movies, play games, and make phone calls.

While we are on that topic, Samsung’s A900, which is the competitor to Motorola’s RAZR, is a huge hit. Ever since Samsung launched the A900 late last year, users are all over the clone, which depicts Samsung’s strategic move to take over the world’s thinnest phone.

The A900 does look rather sleek. Then again, it should, as it’s supposed to copy the RAZR. Now that I’m over the frustration of hybrid cell phones, I have to say that I like the MP3 player controls on the front of the phone; no more flipping the phone to enable music listening capabilities. Unfortunately, it’s only available from Verizon, or else I would’ve been one of the first ones to get one, since I was looking into get one of the latest RAZR models not too long ago.

Take care,
Gundeep :)

{moscomment}

If you’ve read our recently published report from CES in regards to the storage industry, you will realize that 2006 appears to be a dull year for hard drives. But what has me intrigued is Western Digital’s attempt to favor the enthusiast community with its newly announced Raptor X drive that features a window, so you can see live platters, read and write heads and the actuator arm moving crazily.

I ask you: is this where the hard drive industry headed? Since they couldn’t come up with a technologically advanced solution (other than Perpendicular technology), they had to resort to an overpriced drive just for the mere purpose of seeing mechanical components do their job. Another question: why would someone buy the Raptor X?

Even if you are an enthusiast and like seeing the innards of your PC, I don’t see how you could potentially enjoy the sight of moving components in the drive. In majority of the case designs today, the hard drive is generally tucked away from sight due to obvious reasons, so the chances of you utilizing the key “feature” of the Raptor X are slim to none. I’m guessing that see-through clear cases are one of the few solutions that will actually justify the Raptor X and its beauty.

The practicality aside, the price of the unit is outrageous at $349 while the standard Raptor costs $299 for 150GB. Basically, Western Digital is asking for additional $50, or 16.7 percent more for the clear casing.

As it currently stands, I don’t see a future for such a device even for enthusiasts, and I certainly hope that hard drive manufacturers don’t have to resort to such “innovations” to bring new products to market.

{moscomment}
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