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My First Day With My New iPad

Behold the iPad in All Its Glory

Image via Wikipedia

For weeks now I have been playing with the thought of acquiring a tablet device. Comparing the Apple iPad with the new RIM Playbook and also the Samsung Galaxy. I could not find the RIM Playbook in any store and I am wondering whether it is already available or only soon to come. Last Saturday I went to the T-Mobile store near my house to look at the Samsung Galaxy and not only was I not too thrilled about the Galaxy itself, but also was I surprised about the lack of enthusiasm of the sales rep showing me the Galaxy.

After that I went to the Apple Store in the Manhattan Village Mall. The store was packed but in less than a minute I had Josh, a young sales rep on my side, explaining to me the different features of the iPad. I liked the way he went about it, by kind of interviewing me about what I’m planning to do with the iPad. I told him right away that I am only interested in the WiFi but not the 3G and it was never an issue or any trying to pressure me into buying the AT&T data service.

In less than 20 minutes I was the proud new owner of a new 16GB iPad with WiFi only. It was all so easy. Josh had me setup the iPad right there on the spot and gave me some basic instructions on how to setup email accounts and do some other basic settings. My next pleasant surprise came when it came to pay for my new toy. No cash register I had to go to and stand in line. No Josh, scanned my credit card right there on the spot using his iPhone and then sent the receipt via email to me.

I love it. It was such an easy buying experience.  I went home unpacked my brand new iPad and put it right away into its protective sleeve or cover, before I even turned it on. First task on hand was to setup 2 of my mail accounts. One on Yahoo and one on Google (GMail). I decided to wait with my GoDaddy business account, since I figured I had to do some special configuration.

Paranoid and security conscious as I am, I activated the password feature. This way nobody could access my precious iPad without knowing my password. A decision I eventually learned to regret, but more about this later.

I played a little more with the iPad and trying to get used to it by exploring the  few apps that are already installed on it.

Eventually I called it a day.

Next morning I decided to check out a few of th free iPad apps just to learn that I first had to setup an iTunes account. No problem. I did it and when finished it downloaded the latest version of iTunes onto the iPad. From that point everything went wrong. After, I assume, completion of the download and installation the iPad rebooted on its own, but eventually hung up while displaying a USB Cord and the iTunes symbol and would not do anything from there. I figured something got messed up and there must be a button or function to reset everything to the factory defaults.

I decided to first google the problem to see whether anybody else had that problem with their iPad. Unfortunately wasn’t I able to find anything to that regards as it relates to the iPad. I found lots of reference for the iPod having the same issue. I found a few traces through the iPod blogs what I could try. It is written that I need to download iTunes to my PC and then hookup my iPad to my PC to do a restore or repair the iTunes install on the iPad. After successfully downloading iTunes to my PC and installing it I hooked up my iPad to it.

After I could not find anything I called a friend who is a Apple guru. Maybe he would be able to help me, but unfortunately he couldn’t. He had never worked with iPads.

At that moment I contemplated bringing it back the store or calling tech support. Having dealt with various PC Tech Supports in the past I was expecting the worst in regards to wait times and skill set. So I did a Google search for Apple tech support and was referred to a site where I found a telephone number to call or … what a surprise … having a call scheduled for a later time … the surprises are getting bigger … have tech support calling me now. I had to read that twice. They would call me NOW?! I said to myself you got to check that out. So I selected “Call me Now”, entered my telephone number and not even 10 seconds later my phone rang and I was greeted by an automated IVR system. Great, I thought, they call me and now I have to wait for hours. I hadn’t even finished that thought when a live person came online. Greeting me by name and even new what device I had and what my problem was. True I entered all that before on their website, but very rarely do I see CIT and IVR system that work like they should. Usually I have to repeat everything at least 2 or 3 times on the phone. But not this time. The tech support rep tried to help me and had me trying different tings with the iPad for about 5 minutes but without any success. He put me on a brief hold to see what else he could do just to come back to tell me how baffled he was and he has never seen this issue with the iPad before. >> Leave it to me <<. He told me that he would pass me on to a second level tech support (he never called it second level, just another person). The lady that was trying to help me now, seemed to had to deal with this problem before. She new right away what was wrong. She told me that my iPad was in recovery mode and that the OS needed to be reinstalled. Unfortunately it was not that easy, since my iTunes account complaint about the password i had set on my iPad and asked me to logon to my iPad, which I was not able to since the iPad was in recovery mode. Eventually she helped me to get around this hurdle and the iPad downloaded and re-installed the OS via iTunes. The whole effort took over an hour and she stayed with me on the phone the entire time. She even called backed when my cell phone had dropped the call.

This is excellent customer service and many companies out there can learn a lot from Apple in this regard.


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