Quality Computer Systems? HA!

I support local businesses. I appreciate them. I want them to do well. This is particularly important in central Georgia. However, when a local business is not deserving of my business, I will not go back. I might even post a review online.

I recently did this for a local computer store. I feel the need to reprint my reviews here. I think my friends need to know. I orginally posted about this back in March 2009, but it needs repeating. Here’s my original two-star Yelp review of Quality Computer Systems:

OK, they get two stars, but that’s more than my experience warrants.

First experience: A couple of years ago, I had a 12 PowerBook that I spilled a bit of water on. It immediately went dead and would not boot, even after several hours to let it dry. I thought I hosed the computer, so I took it to QCS for their diagnosis. After it sat there for about three days, they called me and said it was ready. Apparently, just letting it dry for a bit longer was all that was necessary; that’ll be $85. “For what,” I asked. “Well, it did boot, but we ran diagnostics to see if everything was OK.” Fine, I thought, paying the money, but feeling ripped off. I made a mental note at the time never to go back there again. They could have at least called me before they ran those diagnostics.

Second experience: Several weeks ago, my MacBook Pro’s monitor died. It just would not come on, even though the computer booted. I packed up my ailing MBP and headed to QCS. This was a Thursday. Nearly a week later (after they told me it would “tomorrow”), they called me to report my logic board needed to be replaced (the video card is shot, and that lives on the logic board). A new logic board would be about $1200. I told them I’d just come get the computer. “That’ll be $85.” I paid it without a word. While it did take them a week to get to it, it wasn’t their fault my computer seemed beyond repair.

A quick call to Apple, and I had had a new quote: $350. They had a box here the next day, and my computer back to me within a week — less time than it sat there at QCS.

As for QCS: couldn’t they have called Apple for me? The more I think about it, the more upset I get. This is what local customer service has turned in to. I guess, because of geography, they feel they have some sort of monopoly here in central Georgia (is that called an oligopoly?). I think they could have done more. I’m out $160+ from my two experiences with them, and what did I get either time? Really. I will not be going back, and I actually feel like writing to the owner. I would, if I felt it would do any good.

Be careful.

Subsequently (a year-and-a-half later!), their owner has taken a notice of my review and contacted me. At first, it seemed as if he was going to make amends. No such luck. His phone call this morning prompted a review update:

Update: As Brad mentioned, he contacted me about these issues. But, rather then helping me, he begins arguing with me about them. He claims that QCS “negotiated with Apple” for the price I ultimately received on my MBP!? Man, it’s great that they want to take the credit for that NOW!? He claims they informed me, but that is not true. They seem to be trying pretty hard to put a revisionist spin on poor business decisions.

After reading my initial review, I’m embarrassed that I didn’t mention my third experience with QCS. It was when Apple’s Snow Leopard operating system came out last year. I’m always an early adopter of Apple products, and this operating system was supposed to be a major update. I called QCS (I know, but Best Buy was not carrying it, and QCS was the only Apple retailer in town at that time), and the dude told me they have it. The upgrade was supposed to be $29, but when he rung me up, he said $42 (or something close to that). When I asked about the discrepancy, he said the owner added $10 to it to cover shipping. This was strike three. Here’s what Brad said about that:

“I did have to pay apple next day air.  Once I got my next shipment in 3 days later it was $29.  Apple does not “FIX” prices, vendors can charge what they need to to be able to cover costs.  FYI if you charge what apple does on the web site you make 5% if the customer pays with an AMEX there is 3%, whatever to cover it’s share of ground shipping and you are lucky to pay a salesperson to answer the phone.”

You know what: too bad. Was it really worth it, Brad? You already gouged me twice. You want to take advantage of the loyalist Apple customers? You can explain all you want, but it sure looks like you’re were taking advantage of your no-longer unique position of being the only Apple retailer in Macon.

Finally, here’s what he said about the MBP in our last email:

“I do not want you to have a bad feeling about my business.  If you can bring me a copy of the service order from apple with what they did and to fix the problem with pricing, and your full name so I can look you up on my system I would be happy to refund the $85 for the MacBook Pro.”

I have the documents he asked for, but no refund. Instead, he called to harass me — to tell me I was wrong. Great business sense. And I have an even WORSE feeling about your business now, Brad.

Now, I have just two words for QCS: Peach Mac! Let me say them again: PEACH MAC! PEACH MAC! PEACH MAC!

Unfortunately, I have to revise my last review: run run run — take your computer elsewhere — buy your computers elsewhere. Peach Mac just opened up the road. They are WAY better than this sorry excuse for a business. In fact, I’m going to make sure Apple gets a letter about QCS, too.

Way to go, Brad. Needless to say, my original two-stars is now just one.

Now, I’m going for a bike ride.

Apple, I Love You. Apple, I Hate You.

[dropcap]W[/dropcap]ith the imminent release of the iPad on April 5, it and its older cousins the iPhone and iPod Touch are getting increasing attention by the tech pundits. While most of what I read are from pro-Apple sites — and are therefore biased, some of what I read is from pro-not-Apple sites — and are therefore biased. I have an iPhone, and I generally like it, but it seems to stand for everything I despise about where technology is headed. I love and hate Apple, Inc. Here’s why.

Since Apple is a hardware and software company, the two ‘wares work well together. Apple’s design principles stress ease-of-use, elegance, and professional results. I’m speaking, here, of the MacOS, an operating system I have used for about 25 years. The current MacOS is built on open-source software and is perhaps the best available for any price. I know Windoze users will argue, and I frankly don’t care, nor is Windoze v. Mac even relevant here. Essentially, Windoze and the Mac are the same: they are both proprietary operating systems written by corporations for the sole purpose of making their respective companies wealthy and powerful.

At the heart of this debate is the perennial open source software versus proprietary software question. I have an iPhone for some of the same reasons that I prefer to use the MacOS. Since it’s proprietary, certain standards in interface and design keep my computing experience consistent and predictable. The iPhone (and soon, iPad) are new products, so I’m more willing to cut them the slack I wouldn’t with a traditional computer operating system. They’ll hammer out the wrinkles soon. Where the iPhone gets in trouble is new territory: not only is the operating system proprietary, Apple now controls what we — the users — can do with it in a draconian way, it seems.

Unlike the MacOS, the iPhoneOS is even more closed; I might even call it super-proprietary. On the former, I cannot change the code of the OS, but I can download programs that can significantly alter the operating system and how I use it. I can install modifications and other software that the powers-that-be might not like me having, like BitTorrent, pornography, warez, cracks, and other socially unacceptable forms of software that give the middle finger to any company (or person) that doesn’t like it. This is a question of my personal ethical codes and scruples. Apple supplies the container, but I can put anything in that container that I want, including elements that might not be good for it or me. I purchased a computer complete with operating system. And even though it comes with a proprietary end user license that I have to agree to before using said computer, I’ve never read the license and am pretty certain I’ve violated it many times. The point is: even with a proprietary operating system as we have known them from the beginnings of the personal computer until now, I can choose to ignore the licenses and the legal limits the corporations try to impose on me. I choose, not them.

Yet, it seems that these sorts of mostly open operating systems allow customers — users, programmers, hackers, and crackers (are we all just criminals?) — too much freedom. Enter the iPhone and the super-proprietary operating systems, or what we might more accurately describe as the closed-source-to-modification systems. With Apple’s app store as gateway to my iPhone/Pad/Pod, I can no longer really decide what to put on my computer — Apple decides for me and then gives me a pretend choice. This is analogous to Burger King being the only restaurant in town and saying “have it your way.” This is not a real choice, is it?

Tim Bray, Google’s newest Android bitch, puts it this way:

[quote]

The iPhone vision of the mobile internet’s future omits controversy, sex, and freedom, but includes strict limits on who can know what and who can say what.

It’s a sterile Disney-fied walled garden surrounded by sharp-toothed lawyers. The people who create the apps serve at the landlord’s pleasure and fear his anger.

I hate it.

I hate it even though the iPhone hardware and software are great, because freedom’s not just another word for anything, nor is it an optional ingredient.

[/quote]

Yes, he is a corporate spokesman, but he is also exactly right.

Every fiber of my being should be resisting Apple and their path to techno-tyranny. I have championed Apple over Microsoft for years, but it seems that with the success of the iPod, then iPhone, and soon the iPad, they are becoming just as evil as corporations I’ve demonized in the past. I keep hoping that it will not turn out this way, but every day I seem to read something to the contrary. First came news of alleged stock malfeasance, then Jobs’ reputation as a techno-despot, then Fair Play DRM, then its rigid restrictions on how I use my iPod, then its exclusive deals with cell provides, to the iPhone/PadOS. As much as I wish it wasn’t, Apple seems to be changing into a typical ’Merican corporation.

So what are my responsibilities as a citizen and a consumer? I do have an iPhone, but my contract with AT&T is up in June. No matter what I do, it seems a necessity to sign a two-year contract with a cell provider (boooo!), but I could get an open-source phone, like one that runs Android. That leaves me buying hardware from another corporation, like Motorola or HTC. Are they really any different? Yes, Apple controls the applications I can put on my phone, but there are still more to choose from that I will ever need or want. Yes, Apple’s developer license is crap, and it needs to be fixed. Apple did get rid of their music DRM. Is it as bad as Bray and others make it sound?

I currently use Ubuntu on a cheap Acer laptop I bought last November, and it’s fine. But, I find myself missing my Mac more everyday.

Apple, I used to only love you, but your actions lately have been inspiring a lot of hate, consternation, and thoughts of jumping ship. Maybe you should consider that, change some of your policies, and make amends. Please don’t push me away. We’ve been together too long.

Rights

We watched Michael Moore’s Capitalism: A Love Story last night. It was what I expected. That’s why I like Michael Moore, I think. He is anti-establishment, iconoclastic, and just doesn’t take shit. This makes him hated by the right and provides a necessary counterpoint to the dominance of the radical right media, like Fox News. Here are some of my thoughts about Moore’s latest film.

Capitalism is the unquestioned, de facto economic system of the United States. It makes propaganda out of the belief that “all men are created equal.” By selling this idea to typical American citizens, it maintains the status quo: 5% of Americans have more wealth than the other 95% put together. Capitalists pay lip service to the American dream of wealth and prosperity — that, if you work hard enough, one day you just might make it, too. And the only way to make it is to embrace the system that has produced the world’s wealthiest people: capitalism.

Capitalism has turned America into a plutocracy, or rule by the wealthy. If you have any doubt, just look to the recent Supreme court decision that grants corporations even more power to influence the politics of this country. This debate is called “corporate personhood” and turns my stomach.

Moore illustrates how the capitalist system is amoral at best, and immoral in its routine practices. It upholds wealth over welfare. Its practices are counter-Christian, though ironically capitalism’s strongest proponents claim to be the most devout. Moore’s narrative even upholds the Catholic church as anti-capitalist, without going into their 2000 history of oppression. Maybe Bill Maher already made that film? Capitalism, like religion, is a mass delusion that helps only a few while hurting the majority.

Moore suggests that democracy might be a better economic model, or at least a more equitable one. One where the CEO makes the same money as the assembly line worker. Where all decisions are made my everyone that they will affect. Where all workers are treated the same, since they have the same stakes in the success or failure of the company. All are human beings with equal rights.

This sounds good, and just might work in economics where it has failed in politics. We Americans, perhaps as a result of capitalism, love money. The almighty dollar seems to be the measure of all success in this country. Therefore, when money’s on the line, people might pay more attention than they would when voting on some more abstract idea. Money is real. Politics are, well, not for most Americans. Democracy only works when citizens are engaged and educated about the issues and potential consequences of those issues on their everyday lives. If anything, much of America lives in the corporate fantasy world (PDF) of Fox News and MSNBC. No wonder democracy seems to be failing.

The best part of Moore’s film was the end, when he shows President Roosevelt’s last State of the Union address. FDR proposes the second bill of rights, perhaps the most progressive political statement I have heard from the twentieth century, and it was in 1944. It’s worth repeating in its entirety:

It is our duty now to begin to lay the plans and determine the strategy for the winning of a lasting peace and the establishment of an American standard of living higher than ever before known. We cannot be content, no matter how high that general standard of living may be, if some fraction of our people — whether it be one-third or one-fifth or one-tenth — is ill-fed, ill-clothed, ill-housed, and insecure.

This Republic had its beginning, and grew to its present strength, under the protection of certain inalienable political rights—among them the right of free speech, free press, free worship, trial by jury, freedom from unreasonable searches and seizures. They were our rights to life and liberty.

As our nation has grown in size and stature, however—as our industrial economy expanded—these political rights proved inadequate to assure us equality in the pursuit of happiness.

We have come to a clear realization of the fact that true individual freedom cannot exist without economic security and independence. “Necessitous men are not free men.” People who are hungry and out of a job are the stuff of which dictatorships are made.

In our day these economic truths have become accepted as self-evident. We have accepted, so to speak, a second Bill of Rights under which a new basis of security and prosperity can be established for all—regardless of station, race, or creed.

Among these are:

• The right to a useful and remunerative job in the industries or shops or farms or mines of the nation;
• The right to earn enough to provide adequate food and clothing and recreation;
• The right of every farmer to raise and sell his products at a return which will give him and his family a decent living;
• The right of every businessman, large and small, to trade in an atmosphere of freedom from unfair competition and domination by monopolies at home or abroad;
• The right of every family to a decent home;
• The right to adequate medical care and the opportunity to achieve and enjoy good health;
• The right to adequate protection from the economic fears of old age, sickness, accident, and unemployment;
• The right to a good education.

All of these rights spell security. And after this war is won we must be prepared to move forward, in the implementation of these rights, to new goals of human happiness and well-being.

America’s own rightful place in the world depends in large part upon how fully these and similar rights have been carried into practice for our citizens.

Can you imagine if Obama suggested such a thing today? Glenn Beck‘s head just might explode all over his chalk board. These rights are antithetical to capitalism, a system that has one goal: profit at any cost.

At one point, Moore implicitly asks the question: what’s wrong with socialism? Why does it seem to be so demonized in the media? In many ways, it’s what the defeated countries of the second World War received: constitutions that made the government on the side of the people, not of the corporations. Instead, we the people continue to support that which dehumanizes us and even profits from our deaths. When will it stop?

The film suggests that the election of Obama could be a turning point, but there remains doubt. I, for one, am dubious though hopeful. Can Obama really go against the corporate interests that helped get him elected? So far, it seems not.

Americans, what’s wrong with socially progressive political and economic policies?

I liked Moore’s closing statement, and I’m paraphrasing: I refuse to live in a country that allows such a flagrant disregard for the lives of others. And I’m not going anywhere. Can’t we do something?

Regional Imagery

Well, we finally did it: Giles and I have officially launched Regional Imagery, LLC. We envision it as a stock photography venture that specializes in images of place. We think that publishers and corporations are often interested in iconic shots and/or detail shots of particular places for use on book covers, brochures, web sites, etc. So, we combine that purview with our interest in travel and photography, and voilà a side business.

We’ve started modestly by having a blog front-end to the site to which we intend to add images and narratives regularly. Behind-the-scenes, we’re using Photoshelter to house our archive and galleries. My opinion of Photoshelter is currently mixed (they are pricy), but as I use it, I like it more, particularly for the right management features that Zenfolio simply doesn’t have (yet!). More on this later.

So, check out Regional Imagery, LLC. Leave a comment. Watch us grow. And, if you are a photographer who might have some images to contribute (we share any money made), let us know. Oh, and follow us on Twitter.

Mac in Action

Several weeks ago, my MacBook Pro’s monitor started acting up. I purchased my 15″ MBP in November of 2007, so it was about two months out-of-warranty when the monitor would inadvertently not come on during boot or flicker off during use. Finally, after I lived for a month with the display’s new capriciousness, it went off for good.

Despite my better judgment, I took it to the local computer place: the so-called Quality Computer Systems on Riverside Drive in Macon, Georgia. I link to them, not to send them business, but to hopefully let my experience reflect on their business. What I mean by “better judgment” is based on my first experience with them. A couple of years ago, I had a 12″ PowerBook that I spilled a bit of water on. It immediately went dead and would not boot, even after several hours to let it dry. I thought I hosed the computer, so I took it to QCS for their diagnosis. After it sat there for about three days, they called me and said it was ready. Apparently, just letting dry for a bit longer was all that was necessary; that’ll be $85. “For what,” I asked. “Well, it did boot, but we ran diagnostics to see if everything was OK.” Fine, I thought, paying the money, but feeling ripped off. I made a mental note at the time never to go back there again. They could have at least called me before they ran those diagnostics.

Well, flash forward a couple of years to my current monitor problem. Apparently, I have forgotten about my experience with them or was just distracted by my current dilemma. I packed up my ailing MBP and headed to QCS. This was a Thursday. Nearly a week later, they called me to report my logic board needed to be replaced (the video card is shot, and that lives on the logic board). A new logic board would be about $1200. I told them I’d just come get the computer. “That’ll be $85.” I paid it without a word. While it did take them a week to get to it, it wasn’t their fault my computer seemed beyond repair.

I began looking for another computer thinking I could sell my MBP for parts. Autumn just got a new MacBook, and we decided we could share that as well as a new 24″ iMac for the house. Since the blogosphere was a-twitter with rumors of imminent new iMacs, I decided to wait. When they were finally announced a couple of days ago, I was underwhelmed with the offerings. Had the upgraded iMacs had LED monitors, this story might have ended differently.

“What the hell,” I thought, “I’ll give Apple a call about my MBP.” Giles reminded me of the number: 800-SOS-APPL. I called, and I was almost immediately connected with a guy named Anthony. I explained the problem, and he was sympathetic. He checked the price of a new logic board, and came up with the same number that QCS gave me. “Hold on,” he said, “let me check one other thing.” He was gone for a minute, and when he came back, he had a better price for me: $350. Apparently, since I had not abused my computer, this is the adjusted out-of-warranty price. I had a box the next day and received my fixed MBP yesterday from Apple. Sweet.

I gotta say: I was not expecting such a positive outcome. My experience with Apple and customer service lately has not been what it used to be when they were not on top. I am pleasantly surprised, and my faith in my favorite computer company has been renewed. Thanks, Apple.

As for QCS: couldn’t they have called Apple for me? The more I think about it, the more upset I get. This is what local customer service has turned in to. I guess, because of geography, they feel they have some sort of monopoly here in central Georgia (is that called an oligopoly?). I think they could have done more. I’m out $160+ from my two experiences with them, and what did I get either time? Really. I will not be going back, and I actually feel like writing to the owner. I would, if I felt it would do any good.

Gore Interview

In a recent issues of Newsweek [via Truthout], Fareed Zakaria interviews Al Gore about environmentalism and the auto industry. Gore supports a “bail out” only so far as it allows GM to stay competitive — i.e., technologically and and economically.

This is telling:

When I was vice president, I initiated a program called the Partnership for a New Generation of Vehicles. The federal government invested over a billion dollars in partnership with the Big Three to focus on the accelerated development of advanced high-efficiency vehicles. But as soon as they felt they were off the hook at the end of 2000, they pulled the plug and walked away.

And now they want a bail-out. I’m glad we didn’t fold so easily this time. We cannot keep up this American business-as-usual practice wen it comes to the environment. The cost is just too high.

Do You Have an Elevator Pitch?

A friend sent me a link to Paul Williams’ (of Idea Sandbox) discussion of the Elevator Pitch, a 30-second summary of who you are and what you do — you know, in case you’re ever in an elevator with someone like Steve Jobs and he says “you got thirty seconds, chump.” As Williams explains, the idea is taken from teevee shows that summarize what their all about in the open sequence. This is a good strategy for orienting new watchers to the intricacies (the irony of this word choice is intended) of the series’ backstory, like the one Mulder gives to a barmaid in the X-Files movie:

BARMAID: What do you do?

MULDER: What do I do. (off her curious look) I’m a key figure in an ongoing government charade. An annoyance to my superiors. A joke among my peers. “Spooky,” they call me. Spooky Mulder. Whose sister was abducted by aliens when he was a kid. Who now chases little green men with a badge and a gun, shouting to the heavens and anyone who’ll listen that the fix is in. That our government’s hip to the truth and a part of the conspiracy. That the sky is falling and when it hits it’s gonna be the shitstorm of all time.

Now, I’m going to have to write mine. See apropos to my last entry somehow. I’ll write and record mine sometime.

Thanks for the link, Jim.

Emurse Rocks!

The guys over at Emurse are doing a bang-up job. I wrote about Emurse a little while ago, but it has grown quite a bit since then.

If you don’t know, Emurse (an anagram for résumé, kinda) is a Web 2.0 site that will host an online résumé (or in my case, a cv) with your own custom URL: mine is http://grlucas.emurse.com/. They have created very easy-to-use forms for entering information, and everything is easily customizable. Yes, they are set up for business people, but I was easily able to all six pages post of my vita with the tools they make available. The output is professional and elegant, and viewers can download my vita or browse it online. And all of this is included in the free version!

Now, they have added a profile for all accounts. Think of this as an informal cover letter on a professional-looking web page. With the profile (here’s mine), users can list even more particulars about themselves — items that would be more appropriate for a cover letter, rather than a résumé. For example, I’m able to write a short biography, include links to my web sites, provide details about the kinds of jobs I might be looking for, and even answer some interview questions. Too cool. This is an awesome service.

One detail I’d like to see: more area searches for jobs. They include a place for your zip code in your profile and your account information. By supplying it, the system can target your area for jobs that might be applicable for your qualifications. However, I think they should have places for providing several zip codes. Yes, it makes sense to have your current one listed, but what if I’d like to move? So far, that’s my only request. That, and of course, I’d like to see it more cv-friendly for academics.

As soon as I can afford it, I’m going to send them $25 for the pro account. keep up the good work, Emurse.

M$.I.T.

“Today, four years into the five-year partnership, the protests are over and Microsoft technology is firmly entrenched at MIT.” This has to be one of the most thoroughly nauseating and depressing articles I have read in a while. At least everyone at MIT isn’t fooled, but that doesn’t seem to make much of a difference. Resistance is futile? It’s seeming like that’s more true every day. Many, according to the article, “lament that even if everyone has the best of intentions [with M$’s $500 million in donations], the end result portends a future when innovation in the field of computers will be greatly influenced, if not controlled, by a single company.” Thanks to adding to a particularly awful day, G. 😉

More M$

Leave it to M$ to charge for services that they never provide. See Ed Foster’s “Your Loss, Their Gain” on InfoWorld. He states that “Acceleration clauses and other convoluted language in the 6.0 contracts regarding Microsoft’s license transfer policies can obligate divesting customers to pay early for services they — and the acquiring company — will never receive.”