Phil's $.02

Dear Apple,

I *love* your products. I own 3 iPhones, 2 iPads, 2 iMacs, an AppleTV and have spent hundreds, maybe thousands of dollars in iTunes and the App Store. I love the brand and am a Promoter in the truest sense.

That is why I’m so disappointed you won’t allow me to use my iPhones.

I have moved my family from California to London, England for a new job. Like the good Apple nerd I am, I packed up all my gadgets and then tried to use my iPhones in the UK. Can’t be done. After purchasing THREE (3) of these things, Apple doesn’t see fit to allow me to unlock them for use them after moving out of AT&T’s service area.  Really?

This isn’t a case of me wanting to use my iPhone on T-Mobile; there IS no AT&T in London. Apparently, I’m meant to just throw away or eBay 3 iPhones and buy new ones? I love the device, but really?

On top of the absurdity of your policy, I’d also like to share my support experience while trying to find an above-board solution to remaining your customer:

1. I went to the Apple Store on Regents Street in London where your Apple Rep said, “Sorry, we can’t help. But… You can download software to jailbreak / unlock the phones.  Otherwise, if you don’t want to do that, continue down Oxford until Tottenham and you’ll find an electronics store that’ll do it for you.”  The guy then looks furtively around saying, “We didn’t have this conversation.”
2. I then called AT&T to look for help (I know, fat chance). They said, “Apple can fix this given extenuating circumstances like yours.”  Then the agent says, “You know, it’s probably easier to just Google ‘Jailbreak iPhone 3.1.3′.  I hear there is a new hack called ‘Spirit’ that’ll unlock your phone.”  (I’m thinking, wowsa!?)
3. Then I called Apple Support, going against your Rep’s/Agents’ advice to hack my phone.  This Apple employee tells me that AT&T can unlock the phone! But if they won’t, he says, “You can always jailbreak it yourself. Search on Google.”  (This is now the 2nd Apple support rep that tells me to jailbreak/hack my phone)
4. I’m lonely this week, so I decided to call AT&T again.  This time to my surprise, Ewan (the agent) actually tries to help. We spent 45 minutes on the phone and got nearly to the promised land when he received a call from AT&T’s unlocking department! He says, “I just received an angry call from my unlock department.  They say we won’t (not can’t) unlock the phone unless Apple says so.” He goes on to say, “You know, it’s probably best if you just jailbreak the phone.”
5. What the hell, I’ll call Apple again.  What happened?  You guessed it. No luck helping your previously promoting customer.  However, the rep kind enough to let me know that I could hack my  iPhone if I just Google ‘blackra1n’.

Can it really be that mighty Apple has no way to help me make good on my investment in their products? I understand the AT&T exclusive, but I also know that Apple/AT&T can and do unlock phones occasionally. Why not for me? What’s the secret pass phrase? THERE IS NO AT&T IN LONDON!

After 5 attempts, no solution and 3 Apple (and 2 AT&T) employees encouraging me to hack my phone and bypass Apple’s policies, I guess maybe I will.  Or, maybe not.  I’ve gone from an avid Promoter to a vocal Detractor in one move across the world. Ironically, in trying to do the right thing, even Apple employees tried to help me cheat their process.

Apple, your products are fantastic but in this important case, you’ve missed the point.  Me.

Disappointed,

Your Customer
#FAIL

In March, I cross-posted Rodney Barlow’s article about the Fire Chief role on an Agile team.  In his article, Rod told us:

• Teams can have their cake and eat it too: Responding to problems without killing yield
• Removing the “Fire Chief” from a team’s capacity can increase velocity and improve quality
• A culture of passion and ownership can make an otherwise tough role coveted and fun
• Practical steps for creating an effective Fire Chief on your team

Twitter post from @uclajug inquiring about the yield of the Fire Chief role

Rod has posted a case study (“Fire Chief Role Yields Results”) on the real results of the Fire Chief role at Shopzilla.  The proof seems to be in the numbers.  Since the inception of the Fire Chief:

• The team’s average completion rate has gone up by 48%
• Their “worst” iteration improved more than 300%

Nice job Inventory

Like all good things, my time as Shopzilla’s VP of Engineering has come to an end after 5 years and more than 225,000 miles logged in my daily commute.  As I look forward to my next adventure, I’d thought I’d share some of what inspired me to commute more than 200 miles for work each day:

A truly world-class team

I get it… Everyone says it.  Some even believe.  I know it.  In a company full of good people, Shopzilla’s technology teams are truly world-class – sporting some of the best and brightest minds in the industry.  After setting the stage for a few years, Tech at Shopzilla evolved into true business partners and thought leaders; A team passionate about the mission and their role in achieving it.

A special shout-out goes to Jody and to my Sr. team – Tara, Juan Paul, Rony, Bernadet, Rod, Tim, Siobhain and Lauren.  Thank you for your leadership and for allowing me to lead you.  I am proud of what we’ve created.  (those without links should take the hint to put your blogs up

A challenge worthy of the best

Shopzilla has both great people and great opportunities for them to achieve and learn from.  From Red October (before my time), to Site 2, Ratings, B2B, Publisher, Nouns, Beso and a thousand other projects big and small, Shopzilla has always risen to the challenge of being and building the best.

When I first arrived at Shopzilla I heard the story of a company that barely survived the dot bomb days.  With very little money left and nothing to lose, somebody had the “crazy” idea of turning a merchant ratings company into a comparison shopping marketplace.  From that idea to building one of the largest comparison shopping networks on the planet, Shopzilla is full of epic business, product and technology challenges for our people to sink their teeth into.

A little bit of magic

Then, there is the magic.  Maybe it’s the special mix of people and opportunity. Maybe it’s the fact that the company is built on relationships and an unusually strong sense of shared mission.  Whatever the magic is, Shopzilla is special and people can feel it from the time they come in for an interview.

That magic has helped fuel some of the greatest successes of my career and some of the most impactful relationships and friendships of my life.

–
Of course, I’ve had some downs with my ups; Shopzilla is a long way from perfect.  Still, Shopzilla was a fantastic journey filled with challenge, growth, great people, achievement, success and a magic that just isn’t found everywhere.  Shopzilla is also where I discovered a passion for creating products that marry disruptive technology with a large and demanding consumer audience.

What’s Next?

My next adventure is with Betfair, a London-based peer-to-peer betting exchange.  With transaction volumes that rival the mainstream stock markets, Betfair have found their huge, eager and demanding audience.

Why’d I pick this company?

• I’m passionate about our users – so are they.
• I’m passionate about performance at extreme scale – CHECK.
• I’m passionate about creating world-class products based on truly disruptive technology – them too.
• I’m also passionate about building teams that can accomplish anything.  Something tells me Betfair will be into that one as well

So far, so good.

I start in May and I literally can’t wait to hit the ground.  Betfair, if you are listening, Here I come!  With a little hard work, we’ll make some magic of our own.