By teich on Jul 13, 2007
- Went online to reserve some time to get the computer fixed. >24 hours to the next appointment!
- Called apple support. Waited 10 min on hold, to find my options include:
- Reserve time at a genius bar
- Have apple ship me a box, then ship back my computer, wait > 1 week
- Go to a local authorized repair center - the closest of which is Micro Center
- Call micro center
- Have the phone ring in circles for ~ 5 min straight
- Give up on that choice
- Walked into Palo Alto Apple Store hoping
- Find they did actually have a reservation that day
- Grab it!
- Wait 30 min, don't buy anything!
- Give my computer to the awesome (seriously, she was great) "genius" (I hate that name, it's really arrogant - leave it to Steve) who turns it on and notes that it's making a "loud nasty sound".
- They don't have the HD in stock (160GB 5400RPM) and sadly though they're ordering me a new one, they can't repalce it with a 7200. Understandable, but a bummer.
- Genius calls around to all the local stores, where EVERY one of them makes her wait ~ 5 min to see if they have a HD in stock
- Stanford does!
- But it's on hold for someone else...
- Give up, have her take my machine, prepare my self for a 1 week wait without a laptop
- Check my backup, which I kind of knew had failed last time I ran it, but was out of time so was just going to run it again this week...
And then, on top of that, as I'm using my SunRay, I get a notice that I need to change my password. Seems that Sun has a 6 month password policy. So despite the fact that my password is 8 letters randomly generated (D1n%F,6P - and no, I don't have the same password at multiple sites, so typing this won't do you any good) that I have NEVER typed in the clear, that I have NEVER written down, I now need to change it. So I do. And the systems now have me locked out. Call the resolution center, who informs me it takes 24 hours EXACTLY to change passwords. So I can't find out if I'm an idiot and misremembered my password (which is likely frankly) for 5 more hours. In the meantime, I have NO computer (I'm at home still), no email, no backup, no files, so basically, no work. Sigh. Thank god my email (when I get access to it) is IMAP, and all 10,000 messages are on the server.
So the point, besides ranting? IT is HARD. Business expectations in IT are WAY harder than consumer. Even a insanely great company doesn't have it nailed (1 week for a HD replacement!?) Little things add up to huge costs. There's a need for the basics in systems management in all our lives. Tools still aren't perfect.