Every year the Six Colors blog on all things Apple issues a report card. For the past week I've taken time when I have a free minute to make up a report card of my own.
I should start out by saying that I remain disappointed that Six Colors doesn't have a "Customer Service" section on their report card. If they did, I would give Apple an F- or whatever the lowest possible score is. The two horrendous incidents I endured in 2019... both of which were 100% Apple's fault... were so trauma-inducing that I STILL haven't been able to sit down and write out a blog entry on what happened. Every time I start, I get so overwhelmed with seething hatred that I have to stop. Maybe one day. But, suffice to say, Apple "customer service" is so downright horrific that the very thought of it has me questioning if I ever want to buy anything from Apple ever again.
But on to the report card...
Over the past five years I would have given Apple a D. Their shitty, shitty "butterfly" keyboards on their MacBook Pro laptops were a fucking disaster, and everybody hated them. But Apple being Apple felt that everybody was wrong and kept using the stupid things. They finally came to their senses and released a MacBook Pro with a "scissor" keyboard in 2019 and it made all the difference. I'm still upset that they removed Firewire, USB-A, and MagSafe from a so-called "pro" laptop, but I guess Apple is going to remain being Apple and ain't going to stop any time soon. The giant trackpad I was anticipating liking actually ended up being a negative, because it takes up a huge amount of space and is easy to touch when you don't mean to. Also? I have a hard time selecting text with it or click-dragging, something I've never had a problem with before.
When it comes to the desktop Macs, I have to drop Apple down a grade. They are so focused on the high-end Mac and iMac that it feels like the "models for the rest of us" are getting shafted. And don't get me started on the Mac mini. The original idea for that was to give people on a budget a way to afford a Mac by bringing their own periphreals. But now? The cheapest model is $800. EIGHT HUNDRED DOLLARS! If this is meant to be an entry model which is priced to be budget-friendly, it fails spectacularly.
When it comes to MacOS X, which is apparently included in this category, I am indifferent. It feels like MacOS has been stagnating for years. Nothing overly-exciting or truly fresh and new has been released in what feels like forever. To me, MacOS X Catalina was actually a step backwards. My MacBook Pro comes with a fingerprint sensor for TouchID. You would think that this means you are done with entering your passwords. You would be wrong. I am constantly entering my fucking Apple ID password. CONSTANTLY! It is fucking embarrassing just how bad Apple is at security. They put on this huge show of how they are encouraging people to use stronger passwords, then completely sabotage it by making people have to enter these longer, more difficult passwords over and over and over and over and over and over and over and over and over and over and over and over and over and over and over and over and over and over and over and over. Who the fuck is going to use a complex, hard-to-crack password when you have to keep entering it over and over again? Nobody. Apple's claim to be making strong passwords more common is 100% bullshit. If anything, Apple's piss-poor handling of passwords encourages easier-to-remember, easier-to-crack passwords.
I love, love, love the latest iPhone. The phone part is all the same... just a bit faster is all... but the camera is sublime. The camera is everything. I wrote extensively about the iPhone 11 Pro and its miracle-camera here. If anything, my opinion has only gone up since I wrote it. Between Night Mode, Deep Fusion, three lenses, and the amazing quality of it all, I almost never use my DSLR any more. Why would I drag it around everywhere when I can take shots like these with my frickin' phone?
Amazing. If this keeps up, in another couple years most people won't even think about buying an actual camera.
iPad is an amazing, amazing tool. Drawing and painting on it is a sublime joy that still amazes me. And, as they release newer models of iPads and Pencils, it just keeps getting better and better. Where the problem lays is with iOS for iPad. It's just so darn bad. I have been trying and trying to figure out how the gesture-based multi-tasking works, and just when I think I understand it something happens which makes me realize that I absolutely don't. In all honesty, this aspect of iOS for iPad needs to be completely gutted so they can start over from scratch. Just burn it to the ground and start over. The user interface is a place where Apple usually excels. But this? THIS?!? Complete shit. It doesn't matter how good the hardware is when the OS driving it is this cumbersome. And so I averaged them together to get my grade.
I'm probably not qualified to comment here because I don't own an Apple Watch and have no plans to buy one. They are just so darn thick that I find them uncomfortable. Why they aren't investigating putting the battery in the band somehow or doing something to make them thinner is a mystery. Because if you've got a thin wrist like I do, it's just not a very good option. It's a real shame too, because I really like the health features. That being said... if a chunk of money lands in my lap, I might bite the bullet anyway because there's just so much good stuff to be had so conveniently.
Apple seems content to let AppleTV languish, and it's really too bad. The interface is abhorrent. So horribly difficult to use. Have a ton of movies? I hope not. Because you'll spend a lot of time scrolling and scrolling. But what's worse is that Apple content is just plain shitty to stream. Constant buffering errors, drop-outs, and pauses. And before you blame my fiber internet (which is what Apple does)... I don't have this problem with ANY OTHER SERVICE when streamed on my AppleTV. Not even with Disney+ or Amazon Prime streaming on Ultra HD!
Then there's Apple's idiotic attempt at doing away with logins by tying services you purchase through them to your Apple ID. I say "attempt" because the shit DOES NOT WORK. I can't tell you how many times I've subscribed to a streaming service through the AppleTV in my living room then can't use it on the AppleTV in my bedroom. And since you don't get a login, there's absolutely nothing you can do... EXCEPT NEVER, EVER, EVER SUBSCRIBE TO ANY STREAMING SERVICE THROUGH APPLETV! As if that weren't enough, if you subscribe to a service through AppleTV that doesn't have a desktop app, you can't watch it on your computer. You could probably watch it online through the provider's website if you got a login from AppleTV, but you don't so you can't. It makes no sense... NONE... as to why you'd ever go through Apple.
And don't even get me started on the shitty, SHITTY fucking remote they bundle with the thing. It is the single worst remote control I have used on any product ever. Constantly grabbing it by the wrong end. Constantly having trouble navigating content. Constantly losing the little fucker in my couch. I HATE it. And I mostly hate AppleTV, even though most third-party apps are pretty decent... and those gorgeous screen savers are sublime.
I don't subscribe to Apple News+ or Apple Arcade, and only have Apple TV+ because I get it free for a year. I subscribe to iCloud, but it's so horribly priced that I only buy the bare minimum for iPhone backup. The only plus is that iCloud Drive is content to just be a cloud drive, which is more than you can say for DropBox, who keeps adding the most ridiculously shitty and bloated services to their cloud drive that I just don't want. About the only thing I can truly comment on here is paying for Apple services. For weeks I've been getting a pop-up on my Apple Wallet asking me if I want to link my Apple Cash as a payment method at Apple. I absolutely do. Except it fails when I make the attempt. EVERY FUCKING TIME!
Why in the hell do they bother asking if it doesn't ever work?
I fucking hate HomeKit. It's a flakey, incomplete, crusty asshole of a technology. After waiting forever for compatible devices to come out, I started buying them... then immediately stopped because the experience was so bad. Rarely worked well. Sometimes didn't work at all. I'd recommend that Apple just give it up already, but they just joined a consortium with Amazon, Google, and the Zigbee Alliance, so maybe they're on the right track now. Hopefully this will at least result in a workable technology, because I am totally ready to have my home automation built into iOS.
My score is comparative. When compared to every other tech company, Apple reliability is pretty darn good. It's not perfect, however. I've had to replace hard drives in two Macs in two years because the internal drives started failing.
Where do I start? I hated iTunes. I railed against what a profoundly shitty app it was and how bad my digital life was with it. Then they released the AppleTV app for MacOS and the Music app for MacOS and they are so fucking horrendous that I find myself longing for iTunes again. The TV app is the worst of the bunch. Try finding anything. You can't. Can't find the content you own easily. Can't find new stuff to buy AT ALL. When I go to the "movies" tab, for example, there are a bunch of things that AREN'T EVEN FUCKING MOVIES...
And that's just the tip of the iceberg. Everything from Photos to the App Store to Books to Messages have serious problems and Apple doesn't seem to give a shit just how bad an experience it is.
As I'm not a developer, I can't really comment here. Except to say that I still question Apple's App Store policy of taking 30% of in-app purchases. That seems high considering all they do is process payment. Credit card charges aren't nearly that high, and it seems an absurd percentage in exchange for the convenience. In-app purchases should just be another reason why developers love developing for iOS. As it is, many developers just don't use it because the cut is too high. Want to buy a comic book in Comixology? Sorry. Have to go to the website and buy it that way because Amazon apparently doesn't have margin enough on books to give away 30%.
Apple seems increasingly willing to suck up to the Trump Administration... wanting to play nice to get tariff exemptions, I'm guessing. From not speaking out against outright lies about President Trump convincing Apple "to open a new plant in Texas"... to Tim Cook (WHO IS GAY) sucking up to Cheeto Jesus even though he has been rolling back LGBTQ rights at every opportunity, I am disgusted to my very core on this. The only reason Apple gets a D instead of an F is that they seem to continue to improve working conditions and environmental aspects of the company abroad. Still a lot of room for improvement (and it's happening way too slowly), however.
And that's the end of that. Nobody wishes I could have given Apple better scores than I, but things are sliding so badly in so many areas that I really didn't have much choice. The lone exemption being the iPhone, which is better than it's ever been.
And one of these days... I promise... I will finally unload on the heinous state of Apple Customer Service that I had to endure. It is one of the most mind-boggling, mind-blowing things I have ever experienced in "service" and that is saying a lot considering the crap I've had to put up with over the years.
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