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Hewlett Packard versus Apple G5 --The Real Deal

What a funny title ñ Hewlett Packard vs. Apple Computer ñ which computer should I buy?  Do I like OS-X, or do I like Windows XP.    Boy, have I been learning a lesson, and it has nothing to do with XP or OS-X

Letís say you buy a BRAND NEW AVID Adrenaline, and get it on a HP xw8000 computer.  And lets say that this wonderful product drops dead 3 weeks after you buy it.  Lets say that the power supply drops dead in the HP computer.    Do you think that  AVID is going to give you a new computer ñ no way, Joseí !  You (or your AVID dealer) will call HP, and HP will have a service rep come out to you FOR FREE to replace that bad power supply.  And they will do this for 1 year ñ FOR FREE.   Pretty amazing ñ huh?  

NOW, letís say you buy that same AVID Adrenaline from that same AVID dealer, but this time, you got it on a MAC ñ a nice MAC G5.    And letís say that 3 weeks from now, you develop that horrible bad power supply problem in the MAC.   Guess what happens?   Does AVID give you a new MAC ñ nope.  Does the AVID dealer give you a new MAC?  Nope.   OK, lets call Apple ñ we have a warrantee, and the AVID dealer is even going to make the call for me.

Apple Computer will quickly answer their 800 support #, and try to help you on the phone.  But you already know what is wrong ñ it doesnít turn on ñ the power supply is dead.  You get switched promptly to a product specialist, and they agree that you have a dead power supply.  (This can be anything, by the way ñ bad hard drive, bad, graphics card, bad DVD-R, etc, etc.).  So the product specialist understands that you indeed have a dead power supply.   The response ñ take it to an Apple Certified Service Center ñ which is usually the shopping mall (I am not kidding).  

Now, you are a professional company, and you edit for a living, and you no longer have an edit system.  You canít generate any money.   So you say ìIím not bringing it to the shopping mall, I will find another certified center to repair this new MACî.   And you find one ñ and bring it to this service center.   Of course, they donít have the parts in stock that you need, and they assure you that they will order them right away.   You call back several days later (as you develop your ulcer), and they tell you that Apple does not have the parts in stock, and they are on back order!

Well, you canít take this nonsense, so you call 800 APL CARE, and say ìwhat can I do about this ñ I followed the rules, I went to an authorized Apple service center, and I am now down for 4 days.  I am out of business !!   How can I get this fixed NOW!

Apple will be happy to sell you an extended support contract for 3 years for only $249.  Wait a minute ñ donít I have a 3 week old computer that is dead ?  Why canít I just get this fixed NOW?   Well, if you donít want to wait, you can buy the 3 year service contract, and have a technician come on site to your place to resolve your problem.

So, you pull out your credit card, and pay the $249.  OK, when do I get my tech here ñ how about 9am tomorrow.   Well, it doesnít work like that.   You get switched to a dispatch person, describe your problem, and they will send what parts they feel might be the issue to the service contractor in your area.  The service contractor will call you within 24 hours to schedule a service call. 

WAIT ñ 24 hours ñjust to get a call.  I need someone here tomorrow!!!!  I just paid them $249 for support, and my computer is only 3 weeks old, and I am out of business, and I donít know what to do !     Canít they just Fed Ex the AVID dealer (who is an Apple dealer too, by the way) the damn power supply, so their tech can just change it out !!!!  What the hell is going on here!

So as I write this article, I anxiously await not only the call to schedule the appointment, but await to see how long before they ACTUALLY SHOW UP ñ and will they have the right parts when they get here.   

To be continued ÖÖ.

Keep on ranting - keep'em on their toes !

Bob Zelin in Orlando

**Any advice given, and all opinions expressed, are strictly those of Bob Zelin and do not necessarily represent the opinions of Virtual Media or any of itÌs employees. Bob Zelin is an independent consultant, and a well-known member of the Avid community. He is not an employee of Virtual Media or any of itÌs subsidiaries.