When you fancy a bite of the Apple if it's on offer, occasionally it helps to listen to your friends when they're wise about software to be handled with care and attention.
iPods and iTunes, like people, need careful updates
So may I lend a hand if you meet specified conditions and like being careful with touchy software? I mean iPod software and the iTunes interface. It may be boring, but Apple is out to make a killing with by selling the things and fails to warn new buyers of how their pleasure in music can be ruined.
Even if you use Windows, not a Mac -- I'm less sure what it's like on the 'other side" of the main computer operating systems -- here's the lowdown and why I'm fed up since I wish Apple stopped doing stupid things with software somebody has to say clearly what often they cover up.
It's rare, granted, that the firm issues a dangerous update, but I've had occasion to write to senior Apple executives about three so far and number four got me very heated. It's such a waste of time to exercise a public obligation to do their job for them!
"This came for you last week while you were off."
A mate handed me a sizeable package.
I knew what was in it, took one look at the date of despatch and my eyes almost fell out! The iPod repair after damage by software seemed too good to be true, it was so fast. I'm rewriting because on closer inspection, it's a new iPod, not the one I sent them, without a word of explanation.
When I asked Apple staff on their hotline and then in good music and Mac stores how long the average iPod repair takes in France, answers varied if I got one, but nobody said less than a fortnight.
Staff at one renowned store where lots of people buy music and nowadays many Apple products, reported very long delays.
Yet going by the date and my mate, the iPod Photo 60 GB model I logged was damaged by a risky iTunes upgrade -- one that caused grief to many music lovers -- must have gone off and come back from repair in record time. At least, that what's I wrote before I looked at the serial number.
A remarkably quick fix for frustration
A veteran journalist has a probing nose when odd things happen, like a response time that smells of "special treatment". I accuse Apple of nothing, let's be clear. But as the iPod went off for repair, I sent mail to top people at Apple Europe to express frustration at the premature duff software release.
I timed my protest for the start of Apple Expo in Paris. No doubt they planned to sell lots of new iPods. I said I wouldn't log details here -- if I did, anyway, you'd be reading a long list of examples from people other than me since they come to me as someone who takes up such issues - but told them the firm's dodgy record with software releases is a matter of public interest, no longer a personal campaign.
I've had no indication those mails were received, no notice of non-delivery as you usually get these days, and, unsurprisingly, no reply.
Whatever. My iPod -- okay, a different one -- was back with me inhabitually fast. This may be a coincidence. I made clear I wasn't out to benefit from my professional position (that's just knowing who to lodge protests with. If an non-journalist is looking for someone who's a decision-maker in many firms nowadays, these people make it pretty hard for you to get them: no contact details on the Net, etc., and first names only from the staff who deal with the public. So what do you think?
I know what I plan to do when I have the time. I plan to find out. An honest plumber gives you an estimate, an account of work done and spare parts replaced and tells you why there was a problem in the first place.
What exempts Apple from any such obligations? Why do so many senior executives in firms, at least in France, make their contact details known only to an "inner circle"? When you talk to them, they're like you and me, if they have a problem you eventually get it out of them. They turn out to be decent people.
I understand a need for privacy, peace and people to do the PR for you. With Apple, often I find I know more about the mechanics and possible ways of solving a problem than the guy on the other of the hotline as the phone runs up a massive bill!
There seems to be some kind of secret arrangement among people who work at nearly all Mac magazines, I don't know. I do know after many years of such lack of transparency, it's like a manufacturer tells journalists, "We'll let you in on this, provided you write nothing about that". That's not my kind of deal (what with my X-Files and a few inexplicable events logged here, no wonder some people say "Go find yourself a Scully," if you'll excuse me a little light relief).
The package waiting for me at work in my absence aroused interest obviously among my colleagues.
When I explained, I found very few music fans who have iPods and use Macs and iTunes even knew of the risks inherent in software updates that could bring disappointment to people rushing out to buy iPods. I see more every day. Many belong to first-time users. Here's a golden rule:
NEVER DOWNLOAD AN "AUTOMATIC" SOFTWARE UPGRADE IF YOU DON'T KNOW JUST WHAT YOU'RE DOING.
IT CAN A RISK YOU RUN: "THINK DIFFERENT" AND WAIT.
Such "shouting" isn't polite, but most people tell me they find it a bore to read small print and accept such offers straight away. Me too, sometimes. I'm not going to bother reading the licence agreement before clicking on the button saying "I agree" to get software and install it. You've read two or three, you've read them all, everyone knows the conditions.
Many people now say they hadn't noticed Apple software comes with the option of getting the download and hanging on to it until you're sure, rather than installing it at once. Apple can rightly say, the info's all there somewhere on your Mac. Indeed it is, but only former geeks like me have bothered to read it. I "hack" computers to get them working just the way I want them to work, I need to know what I'm doing.
If you don't, you know how it can be when what you fancy comes right your way and you're in a hurry to get close. You could well wake up feeling great, but once in a while you wind up with one heck of a hangover.
Recently Apple's brand new iTunes 5 saw a version 5.1 released as fast as the company could because "bugs" needed fixing. They got told by people like me. Your iPods depend on software updates your computer offers you when they come out.
If you're here for the music and use Mac, I don't want you reading half a dozen specialist sites to know when the software is "safe" and find it irresponsible of a company to make first rate hardware and then unleash software that can wreck it on an unwary public.
People's iPods go wrong. They tell me "I don't know what I did wrong, I just installed an update, that's all." Worse, they think it's their own fault. On this issue, I'm summarising years of conversations with geeks -- and more importantly, non-geeks, "normal users -- to deal with it once and, I hope, for all.
I fear that while Apple can't test all eventualities in recent years the firm has rushed out upgrades for us without sufficient care.
Apple has begun to acquire a reputation for lawsuits. In other words, the firm is at risk of ceasing to abide by its famous "think different" slogan. One French paper last week, in a good Expo story, said "Maybe 'think different' now means 'think secret'."
I know other computer firms intimidate their critics, buy off people in the media one way or another. Some push it to such an extent it's a Mafia operation.
I've removed the Mac specialist sites from the blogroll, but you can trust me as a source when it comes to safety.
It's a pain in the ass to be aware that you own a top-of-the-range piece of computer hardware that cost you more than many equivalents because you expect real quality now it's at risk from unwary updates.
If you're in any doubt, ask me or somebody who knows what I'm telling you and how to be sure before you install one. For some people new features like "podcasting" are so "sexy", now that word's used for everything, they go for it without a second thought.
Apple perhaps does this because of the cutthroat nature of the market and competition, but puts a first-rate reputation on the line. True, really bad bugs affecting thousands of people are rare, I don't want to be alarmist.
You just need to know that even some "geeks" wait a week at least and check out what risk-takers -- like me -- have learned, for better or worse, before doing an upgrade.
Somebody has to take such risks, otherwise nobody knows what's gone wrong.
Was it money well saved? Oh, Nova!
I'm also a twit.
Given the quotes about being natural, creative and gorgeous I included yesterday from Heather Nova, I'd see her live like a shot, but didn't know she's in town tonight before today. It's too late.
What a write-up you'd have got then, I've scarcely heard a dud in anything she's done. Oh well, I'll catch up with Heather one day. This is the week I get to see Susheela Raman, having avoided almost everything said about her latest album because I want to enjoy it to the full.
11:05:16 PM 
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