Will the Halo Effect Bring Apple Support Nightmares?

The halo effect is kicking in. Maybe a bit bigger than some would have ever imagined. Apple’s computers are gaining popularity and are being sold a record levels. I’d expect the numbers to really go crazy with this year’s back to college shopping.

But I have a big fear, and the fear is this: Apple will NOT be able to meet the growing support needs of all the new users. After three negative experiences trying to purchase the iPhone 3G, I’m growing frustrated with Apple. My ability to see the “Genius” is a longer wait than ever before. And my one-on-one training has been filled with instructors without the knowledge to teach me the programs. The new MobileMe service has experienced trouble for old .MAC users converting and new users who are looking for sync goodness.

I have loved my previous Apple experiences. I’m worried that large increase in users is too great for Apple and their limited retail footprint of support outlets. Is it time to see more “Apple” resale and support locations? Can Apple let go of control and allow others to pick up where they slack?

from The Wall Street Journal.

July 21, 2008

Apple’s profit climbed 31% to $1.07 billion in the fiscal third quarter on strong sales of Macintosh computers and iPod music players. Total Sales rose 38% to $7.46 billion.

Apple said it shipped nearly 2.5 million Macs during the quarter, up 41% from a year earlier, while iPod shipments grew 12% to over 11 million.

UPDATE (8/11/08):
My iPhone had a problem with the GPS. I had to make two visits to the Apple Genius Bar to take care of Apple’s problem–the first time I tried, they were too busy. Here is a picture of my visit today to the Genius Bar. The place was packed. People gathered around the Bar waiting to get answers to their issues.



2 Responses to “Will the Halo Effect Bring Apple Support Nightmares?”

  1. Cory on July 21st, 2008 3:41 pm

    I agree with you. It’s exciting to know Apple is growing like crazy. Hopefully we’ll see many more Macs in the enterprise.

    For the consumer, they need to start looking at a two pronged approach of opening more Apple retail stores, and greatly expanding their ‘Genius’ presence in more authorized Apple service centers. For example, Apple is tenderly experimenting with a retail presence in Best Buy stores, but at best it is half-hearted. There is no real sales or service expertise in Best Buy for Apple products leaving consumers scratching their heads wishing the nearest Apple retail store wasn’t so far away with as you say long lines and wait times.

    As some are predicting, iPhone in the enterprise could very well be the catalyst to bringing Mac to the enterprise (of course MS Vista helps a lot here as well). If Jobs and Apple are planning for this, they should quickly (if they haven’t already) begin some serious certified training programs for IT staff to implement and support Apple based enterprises. I think it could be a while, but a lot faster than many would have thought possible a year ago. Cor

  2. Brad on July 21st, 2008 6:19 pm

    Thanks Cory, and I agree that iPhones may just bring a new level of interest from Corporate / enterprise users.