Ben Skelton's Blog

MacBook Air Impressions

I’ve had my MacBook Air for a couple of weeks and thought I would jot down a few thoughts about the new machine…

• Pictures don’t do the machine justice. It is so incredibly light and thin that I sometimes forget that it is in my bag. As an added bonus the power adapter is a hell of a lot lighter then the gigantic MacBook Pro one, which significantly cuts down on the weight I have to lug around.
• The machine is really comfortable to use on your lap as it is light and it doesn’t get very warm. The MacBook Pro got ridiculously hot.
• The display is gorgeous. Although I probably would have chosen a matte screen the glossy display is growing on me.
• The keyboard is really comfortable. Although I like the new mapping of the function keys for play / pause, Expose and Dashboard I miss having a function key mapped to toggle display mirroring / extended desktop.
• I was surprised how well the USB Ethernet dongle works. All you need to do is plug it into the USB port on the laptop and the network is available. As someone who has used Windows in the past this is probably the most impressive part of OS X — no dialogs, no warnings, no alerts — just a working network!
• The lack of ports doesn’t bug me until the Ethernet dongle is connected to the computer. Apple should have made it a splitter with both Ethernet and USB. The USB port has enough power to drive an external SuperDrive, so perhaps it could drive both Ethernet and a USB port at once.
• Everything seems as fast and responsive as my first generation MacBook Pro. I spend most of my day in Entourage, Word, Safari, NetNewsWire and Keynote and this computer has no problem handling any of ‘em.
• I have 31GB left on the hard drive, but haven’t installed the Adobe Creative Suite yet. I think I will be a little more selective this time around and only install Fireworks. It is the only part of the suite I use somewhat regularly.

This laptop is by far the best laptop I have ever owned (high praise) and I have no qualms about it being my only computer. In fact I couldn’t imagine going back to lugging around the MacBook Pro.

iTunes Customer Service

The iTunes Music Store has the best online customer service I have seen in a long time. A couple of days ago I purchased a DJ compilation and it didn’t seem to want to play. I tried purchasing it again to see if the second download would work, no dice. I filled out the online form and within a day I had the following email in my inbox:

Dear Ben,

I hope this email finds you well. Your issue has been escalated to me and I will be happy to help you from now on until I am sure everything is resolved.

I'm sorry to hear that "Kitsuné BoomBox (Mixed By Jerry Bouthier) - Single" doesn't seem to sound correct. I have posted the missing item to your account. Please follow these steps to download the item:

From the pull-down Store menu at the top, select Check for Purchases (if you're unable to upgrade and are using iTunes 6 or earlier, you'll find this option in the Advanced menu). If you can't find this option, you can also click this link to Check for Purchases:
https://phobos.apple.com/WebObjects/MZFinance.woa/wa/checkForPurchases

Enter your account name and password, then click the Check button.

The missing item should begin downloading and appear in your Purchased playlist. If you receive an error message while downloading, try again after turning off any firewall or web-accelerator software that you may have installed. If the download process is interrupted for any reason, it should resume once you reopen iTunes.

Please let me know if your third download has the same problems. I will be happy to refund you for your duplicate purchase as soon as the transaction clears. I would, however, like to know if the third download works for you before I refund you for the duplicate purchase. I may need to refund you for both purchases if the content is still not up to par.

I appreciate your patience Ben and truly wish you nothing but the very best. If you have further questions concerning this issue please reply to this email and I will be happy to assist you.

Fascinating... Not only was the email actually helpful, but it was also written in a way that didn’t make me feel like the customer service representative was selecting a canned response from a list. The third download worked great and I emailed the representative back to let her know that it worked. Within a day I had the following email in my inbox:

I'm pleased to hear that "Kitsuné BoomBox" downloaded properly.  I hope you enjoy your purchase.

I have also reversed the charge for the duplicate purchase. You will see a credit of $5.99, plus any applicable taxes, in three to five business days. If store credit was used for this purchase, you should see the credit after you sign out of the iTunes Store and sign back in.

In the unlikely event that you receive a download error in the future, please remember that it is not necessary to repurchase items when downloads are interrupted, because the items should still be in your account, waiting to be downloaded. To learn more, follow the steps in this article:

How to resume interrupted iTunes Store downloads
http://www.info.apple.com/kbnum/n93015

I hope you continue to enjoy using the iTunes Store.

This level of customer service is really impressive, especially when compared to organizations like CIBC and Air Canada. I have sent CIBC a number of emails within their online banking system and generally I receive crappy responses that do not have anything to do with the issue I contacted them about in the first place. Air Canada often tends to solve that problem by not responding to your email.

On a related note the album I downloaded from iTunes wasn’t very good… It would be great if iTunes allowed you to preview more of a song, especially for long club mixes or DJ compilations… Oh well, you can’t win ‘em all!