Comments on: Two sides to every “truth” http://cimota.com/blog/2008/03/12/two-sides-to-every-truth/ Matt Johnston's Blog About Tech, Innovation, Startups, Opportunity ... and Sailing Thu, 17 May 2012 05:14:32 +0000 hourly 1 http://wordpress.org/?v=3.1.2 By: Alan in Belfast http://cimota.com/blog/2008/03/12/two-sides-to-every-truth/comment-page-1/#comment-17472 Alan in Belfast Wed, 12 Mar 2008 14:38:42 +0000 http://cimota.com/blog/2008/03/12/two-sides-to-every-truth/#comment-17472 Glad you all got together in the end! Glad you all got together in the end!

]]> By: mj http://cimota.com/blog/2008/03/12/two-sides-to-every-truth/comment-page-1/#comment-17468 mj Wed, 12 Mar 2008 11:31:33 +0000 http://cimota.com/blog/2008/03/12/two-sides-to-every-truth/#comment-17468 hi Brabazon, For the record, we welcome Apple to Belfast even though we recognise they will be our biggest competitor. Sometimes the only recourse we have, when faced with the unsolvable, is to send people directly to Apple and let them try to get satisfaction there because, in many cases, our hands are tied. The contracts are long and onerous and, to be honest, it's a testament to the guys in Mac-Sys now that they've been around for nearly five years and haven't gone the way of Macinni, Memsis or any of the other Mac companies which have over-promised and under-delivered in Northern Ireland's recent past. In our experience, the most embittered detractors of Mac-Sys tend to be those who have been bitten by contract and policy. Those who mistake a 'warranty' for 'insurance', those who think the best way to deal with a problem is to threaten and cajole and those who have an over-riding sense of entitlement. Apple's hardware problem machines (ibook G3s spring to mind) were a curse for several years due to the ongoing logic board issues where the response, while they tried to discover the issue, was to send out boards with the same intermittent fault. This meant there were individuals who had 3-4 logic board failures. Mac-Sys, of course, bore the brunt of their dissatisfaction. One individual on one forum seems to have taken this personally and, sadly, there's probably nothing I can do to help. Every company will always have its worst customer and I guess it's important to identify who that is and either accept that they can never be pleased or potentially risk your business trying to please them. The guys at Mac-Sys love their work and they take a lot of pride in it. hi Brabazon,
For the record, we welcome Apple to Belfast even though we recognise they will be our biggest competitor. Sometimes the only recourse we have, when faced with the unsolvable, is to send people directly to Apple and let them try to get satisfaction there because, in many cases, our hands are tied. The contracts are long and onerous and, to be honest, it’s a testament to the guys in Mac-Sys now that they’ve been around for nearly five years and haven’t gone the way of Macinni, Memsis or any of the other Mac companies which have over-promised and under-delivered in Northern Ireland’s recent past.

In our experience, the most embittered detractors of Mac-Sys tend to be those who have been bitten by contract and policy. Those who mistake a ‘warranty’ for ‘insurance’, those who think the best way to deal with a problem is to threaten and cajole and those who have an over-riding sense of entitlement. Apple’s hardware problem machines (ibook G3s spring to mind) were a curse for several years due to the ongoing logic board issues where the response, while they tried to discover the issue, was to send out boards with the same intermittent fault. This meant there were individuals who had 3-4 logic board failures. Mac-Sys, of course, bore the brunt of their dissatisfaction. One individual on one forum seems to have taken this personally and, sadly, there’s probably nothing I can do to help.

Every company will always have its worst customer and I guess it’s important to identify who that is and either accept that they can never be pleased or potentially risk your business trying to please them.

The guys at Mac-Sys love their work and they take a lot of pride in it.

]]> By: Brabazon http://cimota.com/blog/2008/03/12/two-sides-to-every-truth/comment-page-1/#comment-17466 Brabazon Wed, 12 Mar 2008 10:48:36 +0000 http://cimota.com/blog/2008/03/12/two-sides-to-every-truth/#comment-17466 I apologise if my comment on AiB caused offence, but I can only draw on my own experience, which for some reason left me feeling less than satisfied. I imagine this unease has a lot to do with the fact that Mac-Sys occupies a unique position as the only AASP in NI, and therefore has no direct competition. This lack of competition only fosters the opinion that they were not required to be as helpful as they might otherwise have been if I had options of where I could take my sickly Mac, and could effectively charge whatever they liked for the repair... I have a colleague who subsequently had a torrid experience at the hands of Mac-Sys, and certainly did feel 'messed about', and this served to re-enforce my overall view of the service... My AiB post was merely me rejoicing in the fact that the opening of the Apple store will give us punters a direct contact with Apple in Belfast, rather than through the 'middle-man' of our solitary AASP, and wasn't intended as a personal attack on the folks at Mac-Sys... Every business has to be able to take the odd bit of criticism on the chin, learn from it, improve and survive against the competition - assuming there is competition of course... :) I apologise if my comment on AiB caused offence, but I can only draw on my own experience, which for some reason left me feeling less than satisfied. I imagine this unease has a lot to do with the fact that Mac-Sys occupies a unique position as the only AASP in NI, and therefore has no direct competition. This lack of competition only fosters the opinion that they were not required to be as helpful as they might otherwise have been if I had options of where I could take my sickly Mac, and could effectively charge whatever they liked for the repair… I have a colleague who subsequently had a torrid experience at the hands of Mac-Sys, and certainly did feel ‘messed about’, and this served to re-enforce my overall view of the service…

My AiB post was merely me rejoicing in the fact that the opening of the Apple store will give us punters a direct contact with Apple in Belfast, rather than through the ‘middle-man’ of our solitary AASP, and wasn’t intended as a personal attack on the folks at Mac-Sys… Every business has to be able to take the odd bit of criticism on the chin, learn from it, improve and survive against the competition – assuming there is competition of course… :)

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