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I Quit: What really goes on at Apple

roadlesstravelled.me

491–500 of 566 posts

Re: I Quit: What really goes on at Apple

#491
post #418

Earlier quoted context omitted.

Yeah, but the interesting part is that for a while, Samsung was the only manufacturer capable of producing LCD screens that met Apple's specs. Apple outbid Samsung's mobile division on those parts, so that resulted in a situation where the iPhone had better screens than the Galaxy, even though the iPhone's screen was manufactured by Samsung. AFAIK Samsung still manufactures Apple's mobile CPUs (likely under heavy NDA…

LCD? Samsung used OLED for its top Galaxy devices since the day one. That was and is the main differentiator.

He probably means PLS. Apple used (uses?) Samsung displays for the iPad. Their phones have always used Sharp or LG displays, I believe.

Re: I Quit: What really goes on at Apple

#492

Words like ‘pressure’ kept getting thrown at me in the context of I can’t handle the pressure and “you were told at the interview it’s high pressure”. Oh lord. As though any of them have any clue about real "high pressure" work environments. Being an asshole unnecessarily isn't a high pressure environment.

Quite so, but nonetheless Apple very much strikes me as a high-pressure workplace. There's a reason why they ship what they ship when they ship it.

Sounds like high stress. I'd make a distinction between stress and pressure.

Re: I Quit: What really goes on at Apple

#493

Earlier quoted context omitted.

You are painting with an overly broad brush. Where I work, our Support Heroes (yes, we call them Heroes because the lengths they go to for our customers are heroic) are one of the main reasons so many of our customers love us and stick with us so long. You've probably heard that it can cost ~5x more to acquire a new customer than retain an existing one. An exceptional Customer Support team is your front line in fight…

>>You've probably heard that it can cost ~5x more to acquire a new customer than retain an existing one. Not only that, but support tickets are also an excellent opportunity to turn unhappy customers into evangelists.

THIS so many times over this.

These days when I phone or email a company and get someone capable who can actually help me I go around the next few weeks recommending the company to everyone who will listen.

In some ways could a few small glitches and fast useful responses could actually be better than it just works?

Re: I Quit: What really goes on at Apple

#494
post #24

But... the author worked in customer support, managing agents. Customer support in any company is like this: it's full of bobblehead managers who make work to justify their own jobs. It's a cost center, and cost centers are where you put executives who are capable, but not exceptional. This is why OP has stories about how firing people was considered heroic -- when you work in a cost center, the only thing the busine…

I think people need to remember that Apple is a tiny, tiny innovative core surrounded by a huge bog-standard "big-corp" full of the same chimps from the Career Builder commercials that all big-corps have. If you're not part of that tiny core, you just work at Office Space.

Exactly this. I worked in Apple's EMEIA HQ for about 11-12 months. Actually I started about a week before Steve Jobs died, and honestly, nobody on the floor seemed to care that much.

As for my own experience, I moved from a comfortable telecommute job with an amazing team, naively expecting that Apple would be a huge leap in my career experience.

Instead I found a huge factory sized cube farm (office space!) and a beleaguered internal dev team, whose job was to maintain a giant mountain of bockety legacy ball of tcsh/php/mysql. Project management and infrastructure were pretty much nil. Training and documentation didn't exist, it was sink or swim.

There was a bit of a siege mentality in the team because a lot of what they maintained was critical to a lot of people onsite, and these people frequently beat a path to your desk to berate you because 'the site was down'. Which site? There were countless report sites and webpages scattered around the place. There wasn't much time to go back and fix old code because the work pipeline was always gushing forth new work.

One feature of the job was endless, pointless meetings - these happened a lot, and it gave an glimpse into how some management types played the ladder-climbing game. I definitely came across some predatory/aggressive types. This seemed to be a good strategy because it equalled "visibility", which was often lauded as a career-making goal to aim for in the team and the company. A lot of things seemed to be done with the hope that it would "create visibility".

To be fair, I gather that things in that team are a bit better now - there were some bright, really hard guys there, working against ridiculous odds. But I cannot say I found the experience enriching - I found that I was using less of my skill-set, I hated the cube-farm corporate environment, so I took another opportunity as soon as it came along.

Re: I Quit: What really goes on at Apple

#495
post #24

But... the author worked in customer support, managing agents. Customer support in any company is like this: it's full of bobblehead managers who make work to justify their own jobs. It's a cost center, and cost centers are where you put executives who are capable, but not exceptional. This is why OP has stories about how firing people was considered heroic -- when you work in a cost center, the only thing the busine…

Ahem... not to sound sarcastic but... everything... in a company... is a cost center. A good company knows you need to spend money to make money, in fact a lot of cost is reported ad a % of sales, meaning if you grow your sales you grow your cost. I really don't understand where your views are coming from, but they seem to be very biased. And remember that executives at public companies (like Apple) sell stock, not cost, and stock goes up based on expectations, not only cutting costs, meaning you sometimes are better off spending (like in R&D or in customer service) and give the expectation of a growing and solid company than cutting down all spend and give the idea that the firm has no future because managers only look things short term.

Re: I Quit: What really goes on at Apple

#496

Earlier quoted context omitted.

No, they have values alright. They may not be what you think they should be, or what I think they should be, but.

No, they don't. People personify corporations and talk about them being evil. But they are not evil. Nor are they good. They are amoral. They lack any moral code either way. They exists purely to maximise the profit of their shareholders. That is all. No more. No less. People have morals. But corporations are not people. No matter what the courts have ruled.

Exactly. I think its weird that people think of marketing messaging as like a person communicating with them...Like somehow Apple is a quirky guy that loves music and simple Swedish furniture and just happens to be the most valuable enterprise on the planet.

Re: I Quit: What really goes on at Apple

#497
post #298

Earlier quoted context omitted.

You know what else is a cost center? Engineering. It's perceived as a massive step up from Call Center or Customer Support or QA but it's just marginally closer to revenue generation than the sales reps and can suffer many the same issues. At a previous company I managed to end up doing my software development work under a Sales title, so I could get the quota and commissions that would come with it. All of a sudden…

> a low-base / high-commission model is proven to attract and incentivize talented reps and drive out the low performers I'm interested in hearing how this is proven. I've seen incentivized sales reps close deals that damaged the company, just like I've seen "successful" marketing campaigns that eventually killed their products. If you use bookings as your metric for bonuses and then turn around and use bookings to m…

I once lost a battle over whether a particular feature would go into a piece of software because while everyone agreed it would drive sales, another group within the company would have gotten the credit for them.

Re: I Quit: What really goes on at Apple

#498
post #24

But... the author worked in customer support, managing agents. Customer support in any company is like this: it's full of bobblehead managers who make work to justify their own jobs. It's a cost center, and cost centers are where you put executives who are capable, but not exceptional. This is why OP has stories about how firing people was considered heroic -- when you work in a cost center, the only thing the busine…

You are painting with an overly broad brush. Where I work, our Support Heroes (yes, we call them Heroes because the lengths they go to for our customers are heroic) are one of the main reasons so many of our customers love us and stick with us so long. You've probably heard that it can cost ~5x more to acquire a new customer than retain an existing one. An exceptional Customer Support team is your front line in fight…

Our company treats support with great respect as well. They're essential to the running of our business.

Re: I Quit: What really goes on at Apple

#499
post #473

Earlier quoted context omitted.

From the outside, it definitely looks like the closer it gets to hardware, the better engineers at Apple get. Metal is awesome, Metal shading language and recent clang progress not bad too, Swift a little bit wonky but interesting — but the quality of their customer-facing software, especially ui stuff (not design, but I engineering) is getting worse and worse. It just doesn't "just work" anymore.

> (Mac OSX UI) doesn't "just work" anymore Please, if someone can sell a Linux with the same polish as Mac OSX, and as low-administration time, I would agree to pay about $200 per year for it. I've switched away from Ubuntu after being unable to resolve a problem after upgrade two years ago (which cost me 4 days). I spend 2x more on computers for Macbooks, not because of the hardware but because of Mac OSX. I don't k…

Dell has done some interesting work with ubuntu on developer edition laptops as far as I understand, focused on support and good drivers etc.

http://www.dell.com/us/business/p/xps-13-linux/pd http://arstechnica.com/gadgets/2015/01/dell-updates-linux-po...

Re: I Quit: What really goes on at Apple

#500
post #24

But... the author worked in customer support, managing agents. Customer support in any company is like this: it's full of bobblehead managers who make work to justify their own jobs. It's a cost center, and cost centers are where you put executives who are capable, but not exceptional. This is why OP has stories about how firing people was considered heroic -- when you work in a cost center, the only thing the busine…

You are painting with an overly broad brush. Where I work, our Support Heroes (yes, we call them Heroes because the lengths they go to for our customers are heroic) are one of the main reasons so many of our customers love us and stick with us so long. You've probably heard that it can cost ~5x more to acquire a new customer than retain an existing one. An exceptional Customer Support team is your front line in fight…

> If customer support is a "cost center" for you, you're doing it wrong.

I think this can even be rephrased to "your engineering-team is doing something wrong".

Where I work we had a product which represented without any doubt the majority of our customer-service's tickets. Almost all of the tickets were related to deployment-issues.

This got communicated back to engineering. We fixed deployment, and now it's hardly in the support-stats any more.

If the organization just ignores feedback like this, customer support being costly should come as no surprise.

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