My first post here, and it’s one of fond reflection. I know there are a countless takes on what Steve has done for technology, but I’d like to share my story. Without Steve Jobs, my life and work would be much different today.
My first computer was an Apple IIe, handed down to me as a 7 year old from my uncle. It was completely pimped out with a DuoDisk and 80 Column card - that’s right kids, this computer required an expansion card to display 80 columns of text across the screen instead of the stock 40 on the first release machines. This was essential if you were plugging numbers into your Appleworks spreadsheet. Not that I was interested in spreadsheets at the age of 7 (nor am I that much today).
I fondly remember the many days of plugging in the “1 line” and “2 line” winners from Nibble magazine - often to realise I’d mistyped something, and have to start over. Countless hours were spent trying to beat the toughest levels of Lode Runner or kill that pesky Werewolf in Transylvania.
Shortly after, my mum brought home a shiny new Mac Plus from University – complete with MacPack carry bag. It was a pretty amazing thing to behold. I was instantly drawn to that boxy little mouse (well before the days of ADB and USB) and MacPaint.
She was on it most of the time busily preparing her thesis, but every now and then I could sneak on to cruelly shoot the parachutes off of those little stick figure guys in Airborne and watch them plummet to the ground, or attempt to thump the dungeon keeper with my mace, in the truly fantastic and incredibly unforgiving Dark Castle (they just don’t make games that hard anymore).
For some reason I then took a step to the dark side for many years. I was brainwashed into believing that “real” computers had a command prompt. Coincidentally perhaps, and I didn’t know it at the time but this would have coincided with Steve’s ousting from Apple. Maybe on some level I realised that Apple would lose their way during the dark periods of the 90s.
It wasn’t until after dropping out of my IT degree and my first job as service centre coordinator for an icky whitebox PC shop in Fortitude Valley did Apple even come back on to my tech radar. Some guys from an AppleCentre would drop by from time to time as they had a couple of PC clients. One day they popped in with a PowerMac G3 tower (the PowerMac 9600 form factor). I dismissed it immediately, but then they popped off the side cover and with a few clips had exposed the entire logic board (as those Apple guys called it). I was impressed.
It came up in later discussions that they were looking for an Apple technician and made me an offer. Having nothing to lose, and quite honestly I was pretty over the impending Y2K disaster (the Apple techs had already advised me that even my mum’s Mac Plus would be alright until 2040) I jumped ship back to Apple land. As a service engineer I got to go back over Apple’s past that I had missed during my stay on the dark side. There were some really great bits of engineering, but some really bad ideas along the way. There was that obsession with proprietary interfaces like Nubus and then the ridiculously over complicated product base of Quadras, Centris and Performas. They had new models just for the software that shipped on them. Seriously. This was early 1998, Steve was back at Apple as iCEO, Mac OS 9 would be upon us shortly.. but something even bigger was going to drop soon, the iMac.
And so my story of a little interaction with Mr Jobs begins. We had a large school that had just taken possession of a big bunch of shiny new iMacs. However, all was not gleaming and translucent with these computers. Many of them were freezing at random intervals, causing massive amounts of frustration for us as engineers and the client who had bravely moved back to Apple’s new machines. We had contacted Apple’s engineering team several times as each time we received any of the units in for repair, they wouldn’t fail. We were constantly fobbed off and told that they must have software related issues.
Now I can be known for a fiery temper at times as my wife would attest, and sometimes I may channel this anger in misguided ways. I took it upon myself after yet another angry phone call from the school’s technology manager to draft an angry email.
Unfortunately, I don’t have any of these emails, they are trapped on a defunct hard drive, in a defunct Eudora database somewhere in landfill, but the general gist was:
To: sjobs@apple.com
Dear Steve,
These new iMacs freeze more than an elderly lady on a cold day. Apple's engineers have been as much help as a jagged stick in the ass.
Regards,
Lachlan
AppleCentre
I fired off the email and thought nothing more of it. There is no way that the CEO of a multinational technology company is gonna read an email from some punk in Brisbane (this was before all of his famously terse replies made their way on to the interwebs).
The following day my boss came into the service bay. “You know that email you sent to Steve Jobs? We’ll he ****** read it.”.
As a relatively new employee, I was a little concerned I will admit. I apologised to my boss and my manager didn’t even know I had sent it. I was already packing my desk up and ready to leave that afternoon. My boss asked that I send an apology to Steve, and I did so very promptly. But that’s just where the story gets interesting.
We received a call from the service manager at Apple Sydney very soon afterwards, they were sending two senior engineers up from Sydney the following day to investigate the issue. They showed up, and eventually we tracked down the issue to a batch of faulty USB mice (hence the issue was not replicating in our service bay).
A day later I received one of Steve’s amazingly concise replies to my apology. Again, it’s a shame, but this has been lost in a binary grave somewhere under a football field or a park. It’s certainly a lot easier to remember one of his emails word for word though.
from: sjobs@pixar.com
Thanks Lachlan, Steve
All was well, and somehow I retained my position.
Now this information is 3rd hand of course, but apparently Steve had read my email, sworn a lot and handed out ass kickings all the way down the chain. “Why the **** is some guy from Australia emailing me abuse about my **** iMacs?” (or at least I can imagine that’s what was said). It wasn’t until a few months later and I was at a training course, that an Apple employee shook my hand (off the record of course) and thanked me for sending the now infamous email. Apparently everyone in Australia from the CEO, service manager and engineering teams got their ass kicked from Cupertino. And from reports (unofficially of course) these ass kickings were well deserved. I was known though out Apple Sydney as “the guy that sent that email”.
I can’t think of a single company of this size that has a CEO that would read, and act on email from some young punk service engineer in Brisbane Australia. That really sums up the man’s attention to detail. Not only was he a visionary, but he was an operator like no other.
And that’s my story.
Today I owe the guy my livelihood. I am an Apple Certified Systems Administrator and Technical Trainer. If it wasn’t for Steve and Apple, there is no way I would still be working in technology. The rest of the industry is just completely uninspiring.
You’ve made your ding in the universe and will inspire for countless generations to come.
Our thoughts are with your family and friends. RIP, El Jobso.