Apple Service Experience was AWESOME

apple logo As you may know, my beloved iPod touch died recently. On Sunday, April 6th, I went to plug it in to charge it, and it fried. Wouldn’t turn on or reset or anything. I poked around the support website for a bit, but I was fairly certainly I’d have to get it serviced.

I found myself wishing this had happened after Canada Day – a new Apple Store is opening up in West Edmonton Mall on July 1st, 2008. I had no choice but to fill out the service request online. It told me to expect a package with instructions in two business days, but I wasn’t going to hold my breath.

Then, on Tuesday the 8th, I received the package. Count me as surprised! The instructions were really easy to follow, so I packaged up my iPod and dropped it off at UPS later that day. I figured waiting for the replacement would take a while, so I sort of forgot about it. And of course, I traveled to San Antonio this weekend.

Less than a week later, on the afternoon of Monday the 14th, my replacement iPod touch was delivered! How’s that for turnaround time?! Of course, I didn’t get back to town until last night, so I didn’t get to restore my iPod until today.

Restoring, by the way, was dead simple. I plugged it in, registered it with my Apple account, and then chose the option to restore my previous iPod. After a few minutes I found myself with everything exactly the way it was before. And I do mean everything (well except the passcode lock, which makes sense). Even the last page I had opened in Safari reloaded!

I’ve heard some good things and some bad things about Apple’s service, but I had never needed to use it until this happened. I’m so happy to report that it was a superb experience.

Thanks Apple!

Telus Mobility surprises me with a free gift!

I received an interesting package in the mail today from Telus Mobility. A little white box with the phrase “Happy Anniversary” on the front was waiting for me! I opened it up to find a letter thanking me for being a customer since 2003. Actually, I’ve been a customer since 2000 but my first three-year contract was under my business partner’s name. I’ve written about Telus quite a few times on my blog, sometimes because of something bad, sometimes because of something good. This is obviously one of the good things!

Happy Anniversary from Telus Mobility

Wondering what was in the box? In addition to the letter, they sent me a three-in-one phone charger! It’s a pretty neat little gadget, plugs into the wall or a car outlet, and has a couple of cables with different connectors on it. And a little bag to store the cables in.

Letter from Telus Unboxing! 3-in-1 Phone Charger Cables & Charger

Thanks Telus! My current contract is up around November, and while it’s unlikely I’d have gone through the hassle of switching anyway, this makes it even easier to decide. Combined with some customer service improvements recently, Telus Mobility is starting to do more things right than wrong. Now if only they could get the cool new phones sooner :)

Movies on flash memory cards

movies A couple days ago I came across this article at CNET News.com about a company called PortoMedia and their plan to make movies available on flash memory cards. I’ve touched on the subject before, but for a different reason that PortoMedia seems to be interested (I was interested in the small form factor). They see flash memory cards as an alternative to Internet delivery:

PortoMedia is setting up kiosks that will let consumers download movies to a flash memory key or portable hard drive.

The kiosks will be packed with hard drives that can hold 350 to 5,000 titles. Users then plug in a memory device from the company, enter a PIN code, and buy or rent a movie. When consumers get home, they simply slide the memory device into a dock connected to a TV.

Evidently they have come up with a proprietary USB interface that can load a high-definition movie onto the memory card in less than 45 seconds. There are some big advantages to this model:

  • Reduced cost as packaging and shipping associated with DVDs is no longer required
  • More selection – you aren’t limited by shelf space with a kiosk like Blockbuster is
  • It can happen sooner than Internet delivery (because most of us still have fairly crappy connections)

Sadly, but not unexpectedly, the company plans to use DRM from Microsoft to protect the movies.

PortoMedia did a trial run last year, and plans to go live with the service in four U.S. cities sometime in Q2 2008.

Read: CNET News.com

More on the Amazon Kindle

Post ImageNow that Amazon’s Kindle ebook reader has actually launched, there is a lot more information available out on the web. And after reading a bunch of it, I am less excited than I was yesterday. Here are a few links that may be of interest if you’re curious about the Kindle:

I dunno. Crippled wireless, lousy document support, DRM, a $400 price tag, and it’s still ugly. The Kindle sounds less and less impressive with each article I read.

Here’s to hoping that version 2 is better!

The Amazon Kindle

Post ImageAmazon.com is venturing into the hardware industry on Monday with the launch of their new ebook reading device, Kindle. The image I have included to the right comes from a September 2006 post at Endgadget, so I have no idea if that is just a prototype or if it is a reasonable representation of the shipping product. I hope just a prototype, because it’s kind of ugly. The device is 4.9 inches by 7.5 inches by 0.7 inches and weighs 10.2 ounces (so slightly larger than the iPod classic, and double the weight).

Newsweek has a seven page article up all about the device, and after reading it, I’m pretty excited (though still distraught over the look…beige is so pre-Internet). I encourage you to go read it for yourself, but here’s the gist of the article:

  • The Amazon Kindle will sell for $399 USD.
  • It has no back-light, and utilizes E Ink technology that mimics the readability of ink on paper.
  • Battery will last 30 hours and will fully charge in just 2.
  • Wireless connectivity via Wi-Fi and EVDO.
  • Does not require a computer. You can buy the books on the device with one-touch and start reading.
  • There will be 88,000 books available at launch, for $9.99 each.
  • You can subscribe to newspapers like the New York Times and Wall Street Journal.
  • You get a private Kindle email address. Send a PDF to it, and the document is automatically added to your library, ready to read on the Kindle.

The Newsweek article then goes into the history of ebooks, and provides a pretty good analysis of how the Kindle could transform both reading and writing.

Don’t you wish you had one of these? Or maybe one of the second generation Kindles, with color screens, a sleeker design, and a lower price? I do. I know ebooks have been talked about for years, but the Kindle could be the device that finally opens the floodgates. The killer feature, as far as I am concerned, is the inclusion of wireless connectivity. It’s a big, big deal.

You don’t always have access to your computer, and even if you do, connecting a device to it is an annoying step that needs to go away forever. With a wireless connection, the Kindle can do everything on its own, without the need for a computer. Score one for the inclusion of wireless.

As the Newsweek article states, the Kindle is "the first ‘always-on book". That could transform the way books are published entirely! I read a lot of non-fiction, and I like to buy the books when they are brand new. For instance, I bought Freakonomics as soon as I heard about it. The problem is that these books almost always have a second "revised and expanded" edition! There’s no way I’m going to buy the book again. With the Kindle however, I could subscribe to the book. The author could update the book on the fly, and I’d see the changes instantly, wherever I am. How cool is that?!

Another key advantage to the Kindle’s wireless feature is the ability to venture out onto the web. You can look up something on Wikipedia for instance, and then capture passages to your Kindle library "with an electronic version of a highlight pen." Combined with the fact that you can send documents to the Kindle, it could become your hub for all kinds of reading. Books, newspapers, blogs, documents, and web pages.

There will always be critics and individuals who say nay to the idea of ebooks, but it’s a losing battle for them. From the Newsweek article:

"I’ve actually asked myself, ‘Why do I love these physical objects?’ " says [Amazon.com founder Jeff Bezos]. " ‘Why do I love the smell of glue and ink?’ The answer is that I associate that smell with all those worlds I have been transported to. What we love is the words and ideas."

Microsoft’s Bill Hill has a riff where he runs through the energy-wasting, resource-draining process of how we make books now. We chop down trees, transport them to plants, mash them into pulp, move the pulp to another factory to press into sheets, ship the sheets to a plant to put dirty marks on them, then cut the sheets and bind them and ship the thing around the world. "Do you really believe that we’ll be doing that in 50 years?" he asks.

Amazon’s Kindle attempts to solve the first problem – the affinity for the physical book – by being a device that disappears as you read. The print is clear and crisp, the device mimics the size of a paperback, and there isn’t much to distract you from reading (I guess that’s one advantage to the less than sleek look). It solves the second problem – environmental waste and inefficiencies – by getting rid of the need for paper altogether.

I think the Kindle could be good. Read the Newsweek article, and also this post by the author, Steven Levy. In it, he addresses the "ugly" reaction that bloggers like me have had. There’s even more on the device at Techmeme. Maybe in a few years you’ll be reading this on the Kindle!

Oh, and don’t let the $399 price tag get in the way of realizing how much potential the Kindle has. After all, when the iPod launched in 2001, it was priced at $399 too.

Read: Newsweek

Sucks to be a PDA

Post ImageAccording to the most recent figures from IDC, worldwide shipments of PDAs fell 43.5% from 2006 to 2007. That’s the 15th consecutive quarter of decreasing sales for the industry, according to ars technica. It’s important to note that these figures refer to PDAs, and not to smartphones (which you could argue do roughly the same thing). Ars puts the data into perspective:

In the third quarter, IDC says that 728,000 PDA shipments were made globally. To put this in perspective, consider that Apple sold one million iPhones in only half a quarter, and RIM saw sales of more than three million BlackBerrys for the quarter ended September 1.

It seems as though I was only half right when I wrote this post. Turns out smartphones are more popular than ever, but mobile devices like the Pocket PC are indeed disappearing (save for a few niche markets).

I still think that pocket computing in its current form doesn’t have much of a future. I’m more convinced than ever (thanks to virtualization and other advances) that carrying your entire computer around in your pocket on a memory stick is going to become feasible and desirable. No need for a "pocket" version of everything or synchronization with a mobile device when that arrives.

Of course, it does make sense for some mobile devices to exist. Portable media players come to mind, as do the cell phone + calendar combination devices. I’d also like to see a "OneNote" device…something to replace the pen and paper for quick note taking.

Read: ars technica

I’m not usually an Apple fanboy but…

Yes, today Apple launched the iPod Touch. They also dropped the price of the iPhone by $200, which is certainly one way to thank early adopters. The official iPod Touch site is here, Engadget’s coverage is here, and there’s plenty more discussion here.

Multi-touch interface, 3.5-inch widescreen display, Wi-Fi web browsing with Safari, and more. Drool…

In January I said that “the launch of the iPhone bodes well for podcasting.” Today I was proven correct. Without the iPhone, there would be no touch iPod with Wi-Fi, and make no mistake about it, the new iPod Touch is pretty much the ultimate podcasting device.

Read: Engadget

iPhone

Post ImageI am not crazy about Apple’s iPhone. Obviously it doesn’t work in Canada yet anyway, but it will, eventually. I think gadgets generally fall into two categories the day they launch: there are gadgets you “must have” right away, and there are gadgets where it’s wise to take a “wait and see” approach.

The difficult thing is that you can’t predict which of the two categories a particular gadget will fall into. I figured the Xbox 360 was in the first category, so I lined up and bought one the day it was released. That turned out to be a good decision (minus the lack of HDMI output). When the Wii came out, I figured it was in the second category. Turns out I probably could have bought that one right away! I think the iPhone falls into the second category, but I guess we’ll find out over the next few weeks.

Today is the first day where the lineups to buy the iPhone will be insane, though some individuals got started a couple days ago. The rules are basically that you can only buy two per person, and it’s first come, first serve.

It’s already hard to ignore iPhone-related news, and it’s not going to get any easier, at least for the next few days. That said, I’d be disappointed to look back in five years and not find a post about the iPhone. Most of the things I have read so far are kind of the same, but I did like Paul Colligan’s list of reasons for not lining up, especially his last point:

Ratatouille Opens On Friday Too! Shorter line, better snacks, my kids can come and Steve Jobs still makes money off of me.

Well said :)

If you are especially stoked about the iPhone, don’t miss Engadget’s coverage.

More evil stuff from Apple!

Post ImageJust last week I wrote about Apple being evil by requiring iPhone users to have an iTunes account. Now they’re at it again, this time with forced perspective advertising. From BoingBoing:

Lars says: When I viewed the new iPhone site something struck me: did Apple change the dimensions of the unit?

A quick comparison of the official Apple photos revealed they’ve just changed handsize.

I copied the OLD and NEW photos below from BoingBoing. That’s pretty evil isn’t it? The two hand sizes aren’t even close!

There’s more too, all related to the iPhone. On Monday Apple was caught with some false advertising (they incorrectly stated that the Nokia N95 did not have Wi-Fi). And of course, they announced improved battery life and a more durable screen – for a device that you can’t even buy yet!

What’s next Apple?

Read: BoingBoing

Evil stuff from Apple with the iPhone

Post ImageI say ‘evil’ and you say ‘Microsoft’, right? Wrong. When you think evil, you should think Apple. At least that’s what I thought after reading this:

One of the first things you’ll need to do with your new iPhone is register with the iTunes Store in order to activate the handset.

Presumably, most of the iPhone early adopters will be Apple devotees with current iTunes Store accounts, but for those who don’t have an account already, have your credit card ready during the iPhone setup process.

Imagine the iPhone was a new product from Microsoft and it required you to have a Windows Media Player account (via Live.com or something). Would there not be an uproar? You can bet your ass there would be. People would be bashing Microsoft like there’s no tomorrow.

Why aren’t more people complaining about Apple? Double standards suck.

Read: crave