Technology musings…

I visited my local Apple retail store (Sherway Gardens) and came back a bit surprised and disappointed.  In a previous post, I explained why I’ve decided to switch to the Mac.  I’ll most likely get the white Macbook, unless Apple releases a Macbook “thin”/sub-notebook in the next four months (I’m not holding my breath).  The size and features are about right, even though it’s about two pounds heavier than I prefer.

In any case, I was at the mall and thought I’d ask a quick question about Macbooks and external monitors.  I wanted clarification on the maximum resolution (1920×1200) on external monitors:  is this for when the laptop lid is “open” (i.e., use the laptop and the external monitor at the same time) or only if the laptop is “closed” (i.e., only use the external display).  I asked one of the staff (who are interestingly wearing green shirts and not the black) and I was a bit shocked at the response.

First, the Apple Genius (a nice young lady) said that she didn’t know what the maximum resolution supported by the Macbook was and said that they would ask.  When they came back, she said that it was 1920×1200 (which I had found on the Apple page on one of the laptops).  Okay.  Next, is that for only the external display or can I have my laptop open and use it too?  She said that I can use an external display/monitor ONLY if the Macbook is open.  I can’t use the Macbook like a “hard-disk” and connect it to a monitor if the lid is closed.  That surprised me.  She said that I can only do that if I buy a Macbook Pro – that’s what the dedicated video card was for.  I asked if she was sure.  She said that because the Macbook has an integrated video processor, whenever the Macbook lid is closed, the system “shuts down” and no video works.  Disappointed, I said “thanks” and walked out the door.

After I got a few paces away from the store, another Apple Genius came running after me and handed me a three page print-out with the Macbook specs.  I said that I didn’t need the specs because I could find the information on the web-site.  He said that this printout had some additional information than on the site because it’s for the Mac Support staff.  I said thanks and asked him the same question.  He said the same thing as the other Genius.  He tried to make-up for my disappointment and said that he owned a Macbook and thought it was a great product.  Ughhh yeah, thanks.

I get home and read the print-out.  No new information.  It’s just printed in one big long list with all of the options instead of in columns.  I wasn’t convinced of the answer that I got from the two Apple Geniuses so I started searching the Apple site.  I found a support article titled “Macbook: External ports and connectors”.  If you look at the third row (mini-DVI/video out port), you’ll see that you can use the Macbook either closed or open:

The video output port allows video mirroring, which allows you to see the same image on your MacBook display and on an external monitor, television, or projector. It also allows extended desktop, in which the second display gives you additional desktop real estate. You can use your MacBook in lid closed mode if the computer is connected to an external display, keyboard, and mouse.

 Hmm…so the information I received at the Apple retail store was incorrect.  I can understand that people make mistakes.  But if Apple promotes its staff as “genius” who can answer “any question you have about your Mac” and even has ads about its Mac Genius-es, then they better deliver.  Granted, I was looking for a very specific piece of information, but I don’t think the question was too obscure.  Also, if these Mac experts are supposed to be helping people switch to a Mac, they should be able to answer questions with correct information.  I’m not suggesting these people are intentionally trying to give incorrect information, but something needs to be done to ensure that correct information is given.  I mean, it’s one thing if a person doesn’t know an answer and asks someone who knows more.  But, to have two people, after checking with (presumably) a more knowledgeable person give the incorrect answer is a bit disappointing (and a bit troubling as an Apple shareholder).

So, are Mac Geniuses really that smart?  Maybe that’s why there are so many Mac sites that offer additional support with specialized expertise.  A good one that I’ve come across is The Mac Observer, specifically the Mac Geek Gab podcasts.  Just goes to show how the Internet is helping people find the information they need.