Punctuating The Silence

Well, the WWDC keynote is over, and the only announcement made was the new 3G iPhone (although that included the SDK and other news for developers, the App Store, the new firmware, and the rebranded .mac (which looks to be fairly tightly-coupled with the iPhone)).  Most of the obvious rumours were true, which made the overall announcement somewhat underwhelming.

The two major positives were the battery life and the new low price ($199 for the 8G, $299 for the 16G).  The fact that it’s thinner and has GPS was a nice addition.  Proving again that I am not the typical user, there’s no 32G version, presumably to keep the price down, although would it have killed them to offer a 32G version of $399 or even $499 (I was prepared to pay that anyway)?

So now I have some decisions to make.  Oh, I’m over 95% positive I’m getting one, but it’s not going to be replacing my iPod any time soon, and it would appear that the specs on the camera didn’t change at all (the Apple Store’s iPhone 3G page lists the camera’s sensor at 2MP), so I’m definitely not giving up the camera.

The one positive in this is that they trotted some developers on stage to talk about their apps.  Most of these demoed apps that will be around the $10 mark, but a number of really good, clever and useful apps were also shown that are going to be free.  That gives me hope that using this as a PDA is going to be a no-brainer.  In fact, I will go so far as to say that because of the reach this new device is going to have, I see an extension of the so-called “Web 2.0″ business model to release, for free, a companion app for the iPhone.  And given that I can do most of what I want in a PDA on a collection of Web 2.0 sites these days, I’d say my problem will quickly be solved.  What will be nice about that is you won’t need to worry about installing yet another sync conduit – your data will just be there whether you access it from your iPhone or any other web browser.

The biggest disappointment in all of this of course, is that the new iPhone won’t be available until July 11th (I betcha those over-enthusiastic people who started lining up in front of Apple stores a couple of weeks ago are feeling a little foolish right now!).  An interesting move on the part of a company that wants to move millions of these things this year, especially considering the previous-generation iPhone has been out of stock for over a week.  Oh, well, I’ve waited a year, I can wait another month.  More time to get more detail on this device, it’s new OS, and what kind of software will be available.  If I get buyer’s remorse on this one, it’ll be my own fault.

It’s the morning before the big Steve Jobs keynote at WWDC, and I’m looking forward to it. Oh, not really in the Apple fan-boy kind of way (ok, maybe a little), but after paying close attention to the rumour mill for the last few weeks, I’m looking forward to seeing the feature list of the new iPhone. Because I’m going to buy one. And yes, you could point out that being an “early adopter” doesn’t pay, but here’s the thing: I look at it as those in the last year who bought the first version of the iPhone were the early adopters. And don’t get me wrong: I would have loved to have been one of them, but the first version of the iPhone wouldn’t have suited me. And now, a year later, if half of the rumours that are currently frenetically whipping around the ‘net are true, then this version will.

I carry on me every day 4 devices: my aging, and almost dead, Blackberry (cell phone, email and rudimentary internet access), my aging Palm (a Sony Clie clamshell, my PDA), my aging 60G iPod (which carries my entire music and audio collection), and my getting-older-but still-ok Canon digital camera. Of these, I need a replacement for the following functions: web access (I’ve always needed this – GPRS just doesn’t cut it for data, and the Blackberry’s web browser is barely worthy of the classification), and PDA functions including calendar, ebook reader, note-taking, and various odds-and-ends utilities. The phone works ok for me, thanks to bluetooth, where I usually don’t have to touch the actual phone, and while my iPod could go at any time, it does exactly what I need it to do.

However, the rumours of the new iPhone suggests that I might be able to replace 2, if not all 4 of these devices. Not to say I believe the rumours – I have a dedicated shaker set aside just for these things (and I do love to use it)! The more credible of these (coupled with stuff Apple has said officially) suggests that as a mobile computing platform (which is what my requirements basically boil down to), this is going to fit the bill nicely: the phone is a given – the first iPhone did this well enough for me already, as it did for email. The new firmware and the announcement of the App Store means that it looks like it will suit for those odds-and-ends utilities (without, hopefully, the need to jailbreak it. BTW, one of the apps I’m most interested in is the Palm emulator – there are a few apps on the Palm I don’t see replacements for yet.). The almost-certain 3G capability, coupled with WiFi, will provide the network access I require. As for music and audio, even if the rumoured increase in storage capacity to 32G is true, it’s still going to be half of what I need (and I’d need that just for music – forget about adding apps!), so I’m either going to still have to carry around the old iPod, or change my expectations. I’m guessing that I’ll figure out a happy medium, carrying around what I need (a rotating selection of favorites and podcasts), and the rest of the storage will be file space for other things. Finally the camera: I don’t see my giving up all of the functionality of a real camera for a cell-phone camera, no matter how much they’ve souped it up, but even so, that makes only two devices to carry (and the camera is one of the smaller ones that was available when I bought it), and that will be nice. Still, the prospect of having an adequate (some rumours say the chip used is capable of up to 5MP) sensor, with (rumoured) automatic, GPS-based geolocation tagging, and (almost obvious) automatic uploading to services like Flickr nudges it toward useful.

There was a certain amount of disdain for the “fan-boys” who stood in line for days to be among the first to own an iPhone. I won’t be standing in any lines, but I will order one this week if they are made available. The difference is, as far as I’m concerned, that I’ve already been waiting a year. Now I just have to wait a few hours more.

As I previously posted, I was having an issue with Native Instruments’ Kore 2 not being able to operate the way I needed it to, and the way I specifically asked about before purchasing the product. Native Instruments has acknowledged the bug, but this post isn’t about that, even though the ordeal is almost over (by Monday I should be able to move on, keeping in mind that Monday marks the end of the *second month* of trying to get this resolved!). This post is about the amazingly bad way I was treated by my Guitar Center sales rep during our last conversation.

It used to be that companies needed every customer they could get, and would do whatever they could to keep their customers satisfied and coming back. Now, maybe there are companies out there that are so big, and do so much business that individual customers don’t actually matter, and maybe in a slight twist of irony, the negative word-of-mouth that can be spread so easily via the Internet (say, via blogs) is obviated, or at least offset, by the increased business a company can do on the ‘Net, creating this situation in the first place. In any case, I’m sure these guys still work on commission, and whatever they’d like to think looking at their weekly or monthly pay checks, their customers *are* important.

So if you’re one of these, here’s a little tip: don’t tell your customer that he’s not important (actual quote: “sorry I forgot about this, but I see 200 customers a day”), don’t blame your customers or call them difficult (“I tried to work with you, and you changed your mind”), and don’t put your vendor sales reps in a bad light (“I just talked with him, and he said you weren’t interested in working with them, you just wanted to return the product” – this one especially got me, as I spent a *month* waiting for their tech support to eventually acknowledge a bug I knew was there from the first day I used the software). Oh, and I’m not just dumping on the sales reps – the store’s general manager and the district manger (whom I spoke to directly at one point) were both involved in this debacle as well. So after Monday (or whenever this is resolved), I plan never to set foot, or spend another dime, in a Guitar Center store (or website) again. I can’t (and won’t) tell you to do the same, but the next time you do, remember that you’re likely just a number to them, and hope that you don’t need to take anything back. And if you do, I hope you’re treated better than I was.

Edit: The first part of this is here.

Keywords: Native Instruments Kore 2 2.0.1 MIDI bug

As part of the story relating to my experience with Kore 2, I wanted to have a separate entry warning potential purchasers of Native Instruments’ Kore 2 Product. Although it would seem that there aren’t very many people buying Kore for the reason I had, this might be useful to someone in making a decision. I purchased Kore 2 with the intent to use it as a host, and specifically to be able to send MIDI program changes to external gear when switching to a new “song” (my terminology, not Native Instruments’). Although Native Instruments claimed version 2.0.1 could do this, my experience was different, and after a month, Native Instruments technical support acknowledged that there was indeed a bug in this functionality. The original Kore product (and indeed, Kore 2.0.0 as well) was completely inward-focused as a host: it could not communicate with external gear. The apparently-too-quickly-added functions to allow this in 2.0.1 were not well-tested and I’m recommending anyone with external gear to control look elsewhere for a host solution until Native Instruments fixes the bugs.

Although I was hesitant to post this until the matter was resolved, this has been going on long enough. Last December 4th, I purchased a software/hardware music package from my local Guitar Center. As a band, my friend and I spend and have spent a non-trivial sum of money there in the last year or so, and had developed a working relationship with one of the sales guys.  The package in question was Native Instruments’ Kore 2.

I have pretty specific needs when it comes to software of this nature, and I know what it needs to be able to do.  The Kore software version 2.0.0 did not have the functionality I required, and was interested to learn that the upgrade (2.0.1) seemed to have added it (that alone should have warned me).  I called our sales guy at Guitar Center, and asked him specifically if the new functionality would meet my requirement.  He didn’t know, but he promised to ask his Native Instruments rep (NI).  A little while later, he called me back with the news: it would do what I wanted.  I made the purchase, and a few days later (they had to ship me a copy from another store location), I had the product.

I went through the install and upgrade.  In order to get the upgrade from NI’s website, you need to register the product, which I did.  After getting everything running, I started experimenting with the new software, trying to figure out how I could configure the new environment to work.  After several failed attempts, and reading the mostly-unhelpful manual addendum, I turned to the user forums, figuring I was just missing something.  I had noticed, as part of my research into the product, that several NI reps were active on the forums, and I figured a detailed post would allow them to point out where my oversight was, and get me going.  After a few days without any response, I posted a follow-up asking if *anyone* knew what my problem might be.  One response gave me a glimmer of hope, but it turned out not to be the answer.  Note I’m deliberately leaving out technical details here, post comments if you want to know more!

After a few more days of no response, I contacted my Guitar Center sales guy, who suggested I call their support line, and gave me the number.  I called, and after a rocky beginning (“this is not a tutorial line, sir”), admitted that this was something he’d have to talk to their German team about (Native Instruments is based in Berlin).  I should have asked for a ticket number, but forgot.  A week later, having had no response, I once again called Guitar Center, and explained that they hadn’t called me back.  I expressed my reservations about NI’s ability to address their customers’ issues, and asked for him to process the return.  He told me he’d get back to me, but that it shouldn’t be a problem.

Fast forward to the new year: January 4th, a month after my purchase.  Guitar Center is now back-pedalling, saying because the product was registered, they can’t take it back without NI authorizing the return.

Another week goes by, and my call to Guitar Center actually gets me the District Manager for Guitar Center, who, after a few hours, puts me in direct contact with their NI sales rep.  I’m told that the only way Guitar Center will take back the product at this point is if I can get NI to authorize the return.

The NI sales rep promises to look into the problem I’m having, get their tech support to handle my ticket, and if they can’t solve my problem, he’d authorize the return.  Over that weekend, NI tech support actually contacted me – but without any history: their email was basically “how can we help you?”.  Of course, the big music trade show, NAMM, was on this past week, meaning the sales rep was unavailable the couple times I tried to call to put an end to this.

So where am I?  At this point, I’ve pretty much lost any confidence in NI’s tech support.  If I have this kind of problem right out of the box, and they can’t fix it in a month and a half, what does that say for the next problem I have?  (By the way, I should mention that I’m not just missing something: I’ve been using MIDI applications on computers since the late-eighties/early nineties – I think I know what I’m doing)

On top of that, it’s not like I’m fiddling around with this in my bedroom – the package was going to be the center of my live stage rig, and there’s no way I’m taking a product into that situation without understanding what it does and how it behaves.  In other words, trust is important here, and I don’t have a lot of it for Kore’s host capabilities.

The other problem, the one that’s left me the most jaded, is that between two companies, neither one wanted to step up and do the right thing, and still haven’t, even after a month and a half.  The moral?  I’m going to be a lot more careful about the exact terms under which I buy things from that store, if indeed I still choose to continue to spend my money there.  I’ll post a follow-up when this has been resolved.