Hi all,
[Note the following applies to the UK - I'm not sure if the US has the same iPod Composite/Component AV cables].
Having successfully weened my mum and dad onto the Mac with their purchase of a brand new iMac last month, my dad certainly is an Apple convert. He already owns an iPod that does video, which he bought in February this year, courtesy of me. He's now bought an Airport Express and numerous other accessories to complement his iMac.
Unfortunately, my dad's near perfect opinion of Apple was tainted somewhat last night on Apple's London Regent Street Stores's refusal to exchange what was assumed to be a faulty iPod componenet cable that my dad had bought off the Apple online store. (It later turns out that the cable was not faulty; just that dad's iPod is not compatible, accounting for the blue colour to the TV output). My dad was seriously annoyed at the excuses that the Retail Store and Online Store were different companies and that goods could not be exchanged between the two. My dad would have to go thorough the hassle of sending off the £30 item in the post and wait a week for something to arrive back.
If that wasn't bad enough, dad today decided to phone the customer service line, where he was told that his iPod (apparently a 5th generation one) was not compatible with the AV Component Cable. No, he needed the AV Composite Cable instead. (Of course, non-technical people will really notice the difference between the two identically-boxed cables, just as the average iPod consumer would know the difference between a 5th generation iPod and an iPod Classic).
But, alas, all was not lost, as the so-called technical guy said that a simple purchase of the £35 Universal Dock would solve the problem. Fat lot of good that did. Examination in more detail of an Apple support webpage shows that the Dock does not make the 5th generation iPod compatible with the Component cable for TV.
My dad would actually like to keep the Dock for his iPod. But all the same, he was duped into buying an unnecessary accessory at extra cost.
I have always thought that Apple has not ever been clear enough at giving each hardware revision a clear enough identity. It is not clear that my black and white click-wheel iPod is a 4th generation, or that my dad's is a 5th generation, never mind that my 12" PowerBook is a rev B "DVI" version. This causes confusion for customers, especially when certain accessories do not work with different versions. Imagine buying a Nintendo Wii, to find that Mario Galaxy didn't work because it required the 3rd generation version of the console. (The one difference is Apple's operating system, with clear big cat names distinguishing different versions and the switch to roman numerals to illustrate the compatibility between OS 9/X).
I believe that my dad should receive a free, brand new Composite AV cable from Apple, and even a full refund on the Universal Dock, should he want to take it back [for being sold it under false/incorrect pretences]. However, my dad's squeaky clean perception of Apple has been shattered, relegated to the Currys of the electronic world (those in the UK will know what I mean), all in the name of 30 quid.
Apple should realise its brand is one of the most powerful in the world. But word of mouth is equally as powerful. Has anyone else had similar experiences? Your comments would very much be welcome.
Thanks,
A frustrated Mac and Apple fan.
John
[Note the following applies to the UK - I'm not sure if the US has the same iPod Composite/Component AV cables].
Having successfully weened my mum and dad onto the Mac with their purchase of a brand new iMac last month, my dad certainly is an Apple convert. He already owns an iPod that does video, which he bought in February this year, courtesy of me. He's now bought an Airport Express and numerous other accessories to complement his iMac.
Unfortunately, my dad's near perfect opinion of Apple was tainted somewhat last night on Apple's London Regent Street Stores's refusal to exchange what was assumed to be a faulty iPod componenet cable that my dad had bought off the Apple online store. (It later turns out that the cable was not faulty; just that dad's iPod is not compatible, accounting for the blue colour to the TV output). My dad was seriously annoyed at the excuses that the Retail Store and Online Store were different companies and that goods could not be exchanged between the two. My dad would have to go thorough the hassle of sending off the £30 item in the post and wait a week for something to arrive back.
If that wasn't bad enough, dad today decided to phone the customer service line, where he was told that his iPod (apparently a 5th generation one) was not compatible with the AV Component Cable. No, he needed the AV Composite Cable instead. (Of course, non-technical people will really notice the difference between the two identically-boxed cables, just as the average iPod consumer would know the difference between a 5th generation iPod and an iPod Classic).
But, alas, all was not lost, as the so-called technical guy said that a simple purchase of the £35 Universal Dock would solve the problem. Fat lot of good that did. Examination in more detail of an Apple support webpage shows that the Dock does not make the 5th generation iPod compatible with the Component cable for TV.
My dad would actually like to keep the Dock for his iPod. But all the same, he was duped into buying an unnecessary accessory at extra cost.
I have always thought that Apple has not ever been clear enough at giving each hardware revision a clear enough identity. It is not clear that my black and white click-wheel iPod is a 4th generation, or that my dad's is a 5th generation, never mind that my 12" PowerBook is a rev B "DVI" version. This causes confusion for customers, especially when certain accessories do not work with different versions. Imagine buying a Nintendo Wii, to find that Mario Galaxy didn't work because it required the 3rd generation version of the console. (The one difference is Apple's operating system, with clear big cat names distinguishing different versions and the switch to roman numerals to illustrate the compatibility between OS 9/X).
I believe that my dad should receive a free, brand new Composite AV cable from Apple, and even a full refund on the Universal Dock, should he want to take it back [for being sold it under false/incorrect pretences]. However, my dad's squeaky clean perception of Apple has been shattered, relegated to the Currys of the electronic world (those in the UK will know what I mean), all in the name of 30 quid.
Apple should realise its brand is one of the most powerful in the world. But word of mouth is equally as powerful. Has anyone else had similar experiences? Your comments would very much be welcome.
Thanks,
A frustrated Mac and Apple fan.
John
