and
speaking of apple, i almost forgot about a recent interaction i had with them. one of the imac's in my office flaked out so i took it to our local apple store for repair. i made an appointment with the genius bar, boxed the machine up (rookie move not to keep the original packaging!) and went to the appointment. it was a few weeks after christmas and at 10am on a friday, the sprawling store looked just as crazed as it did days before christmas (buy more stock!). a man standing at the door, took the heavy box i was carrying from me and led me to the check in spot. typical apple care thus far. i reported into the ipad-equipped angsty kid with bangs in his eyes, spandexy jeans, and an ill-advised lip piercing. the apple host(ess) informed me that due to a higher than expected volume of customers today they were asking patrons if they minded doubling up with technicians. not so typical. reading this as a "share your time with someone else or don't get helped" kind of option, i said that would be fine. i was then told they were running about fifteen minutes late. i nodded again in impotent compliance.
just as i stepped back to wait my go, a man approached the two employees managing the queue and brusquely began
CUSTOMER
you can take my name off the list. i'm going to go buy a pc.
TROY (laughing genuinely)
ha. that's a good one.
CUSTOMER (looking at me sideways then back to the apple-fanboys)
no, i'm serious. i'm tired of this. every time i do this, i go make an appointment in your over-designed website only to come here to be told that you're running behind.
APPLE KID
i'm sorry sir. it's just that a lot of people are needing help with their christmas purchases.
CUSTOMER
what's the point of an appointment system if you don't keep your appointments?! i've been waiting here thirty minutes. i have places to be and i don't have time to sit around waiting for help for a computer that's supposed to work in the first place. so i'm going back to a pc. at least then i know what i'm getting!
the man left. after he was out of the hipsters sightline, they spoke under their breath to one another, saying something along the lines of "yeah, enjoy your pc mister", a quip as inventive as each of the lad's fashion sense. i smiled at getting to take in the bit of impromptu drama. i then sat back and studied the varying levels of exasperation among the mixture of folks waiting for help.
very close to the fifteen minute mark i was approached. my machine was unwrapped and setup by the tech. i was sharing my time with a man a bit older than myself. he had a laptop which he was bringing in for his college age son. we both explained our problems and the tech began his diagnostics. in the quiet of our workspace, i asked the other customer if this kid was his oldest or if he had more. he lit up at getting to talk about his children. when done he asked about my brood. we exchanged brief technology-related stories about our kids only occasionally being interrupted by the apple tech with a question. enjoying this unexpected social encounter while getting my machine worked on turned out to be a pleasant addition to an otherwise irksome task and another inconvenience apple recently dealt me that in the end, proved more satisfying than i initially expected.
i believe unforeseen advantages to be one of the hopeful products of thoughtful and sophisticated design. granted had i been paired with a loud-phone talking, suv mom complaining about the brightness of her ipad screen, i may not be fawning so. but that is another by-product of design - they can all be improved upon, which is what keeps many of us getting out of bed each day.
