The difference between the Apollo 13 space capsule and the technical marvels that we carry around in our pockets, wear on our wrists or strap to our bikes is often held up in amazement as a yardstick to measure how advanced we are, but the real difference between our modern gadgets and the tiny capsule we flung around the moon isn’t in the silicon. Its the people behind the technology that make the real difference. These technically marvelleous devices that are now almost commonplace in today’s 21st world offer a dizzying spectrum of features and possibilities, but often lack a critically important feature; support.
Garmin Edge 500 Super Cycling Computer (when it works)
I recently purchased a new cycling computer from leading GPS maker, Garmin. The Edge 500 is a compact and stunningly svelt blue and grey device that packs a bewildering number of features into its two inch by two and a half inch, two ounce rectangle. It can track your timing, speed, distance and cadence like most cycling computers, but since it also has a GPS inside it also provides detailed information on position, elevation and progress on a course. The stream of data doesn’t stop there. This little super cycling computer also monitors heart rate, temperature and how many calories you are expending as you spin those wheels. With a relatively large display and three pages of information available, the computer can display all the above information at once as well as all the derivative data like average speed, climbing rate, max heart rate and even how much power you are exerting. All this information from a wonder of a device that attaches to the handlebars of your bike and can also sync with your computer for seemingly endless analysis and planning. We certainly live in the rocket age and the only shortcoming seems to be the human side of these devices.
My brand spankin’ new Edge 500 accompanied me on one great mountain bike ride gathering copious amounts of data until I neared the end of the ride when it simply quit collecting GPS information. When plugged in the device to my computer to look at all the pretty line graphs and columns of stats I realized that the device just stopped working ten minutes before I did. I immediately started to search for information on the Garmin website and via Google and thus launched myself into a two week ordeal in an attempt to get my new device working. After multiple firmware updates, wipe and reinstall attempts, countless exchanges with Garmin via email and two phone calls I am without a computer for my training rides. When I found Garmin’s seemingly hidden product forum, there were lots of issues and problems listed (none like mine), with almost no response from Garmin. My once-wonderful device is now just a hunk of silicon and plastic.
Garmin is of course not alone with this issue. How many of us have spent hours on seemingly endless tech support calls attempting to fix problems with our phones, or computers or toaster ovens? I know several doctors who never successfully set the time on their VCRs. Despite a demonstrated ability to attain an advanced degree and perform very high level medical care, they tried and failed repeatedly to make it through the bewildering steps to program the now archaic devices and failed to endure the phone tree maze that served as the support feature for the company. And now they stare at their new cell phones with the look of an abuse victim who knows the suffering they are about to endure, but is powerless to stop it.
In today’s high tech world, the distinguishing factor between excellent companies and lousy companies has much less to do with the features they offer in their products or services, but in how they support their current and future customers. Great companies know that their customers are going to have questions, issues or problems with their products. They understand that even brand-new devices fail occassionally and they have in place efficient, effective and helpful support information, services and personal to make sure the support issue gets addressed satisfactorily. Some perennial standouts include Patagonia who actively monitors and responds to Twitter comments about the company and its products, Apple and their Genius Bar support staff and WordPress whose software documentation is excellent and their forums are a source for real and speedy support.
In contrast to my recent experience with Garmin, I hold up Thrifty Car Rental as an example of a great support experience. After a trip this winter to Idaho, I returned the rental vehicle at the airport and the attendant noticed a crack in the bottom of the windshield. I filled out the requested paperwork and noted that the crack had been there when I picked up the car, but it had expanded in the cold winter during my rental period. A few weeks later I received a bill for $250 for the replacement of the window and the associated downtime to the vehicle. I quickly made a call to Thrifty support and almost immediately spoke to a real person. I gave her the incident number and my information and before I could launch into how I shouldn’t be charged for the damage I didn’t cause, the support lady stated, “I have wiped the charge from your account. Sorry for the inconvenience.”I stammered, “What?” To which she replied, “There is no charge for the windshield. Cracks happen. Do you still love us?” Yes! A good, convenient and reasonably priced product with a great support system. I’m now a loyal customer.
It is easy to wonder if we really need to watch TV on our phones, make phone calls with our cars or monitor the 30-scond moving average of power output while riding a bike. The technical features in common products definitely reads like science fiction from only a few years ago, but too often a company’s support of their products feels more like the 1910′s than the 2010′s. What I need in addition to a powerful computer for my bike is a team at NASA Space Command that can respond when, “Houston. We have a problem.”
Update
Since this post was first written, Garmin has shipped an exchange Edge 500. Unfortunately I had to return my defective device and pay for the return shipping. They missed an easy opportunity to redeem some of my respect for the company if they had offered to pay for the return shipping.
Dave, did you as a kid ever have any, or very many, toys that did not eventually break down? They all do, you know. You should be used to it at your age.
You don't need this particular toy to enjoy a bike ride. I doubt that it makes a dime's worth of difference in the qualitiy of the ride. Don't know where you are? What do you learn from the GPS that you can't figure out by just looking around or asking someone. Do you really expect to get lost on a road bike? Heart rate real high? You can tell that without looking at your toy.
But if you gotta have this toy, then try to remember that it is a toy, play with it, enjoy the whistles and bells, and chunck it when it breaks, cause it ain't worth worryin' about.
Doran, I am happy to say that most of my toys were of the kind that didn't really break down in much of any technical sense because for the most part they weren't technical. But although I understand your position I think it is flawed in that the computer you type on, the phone you talk on the tv you watch are all toys. None of them are really essential to life and can all be used to squander our time on the planet. But as a tool, all can be used to gain a deeper understanding of life. They are all sources of information and when used as such can enlighten and empower us. Using a cycling computer as I ride on road and off open up a new understanding of the world around me and within me. They help me trace and track my movement across the surface of the earth and through the arc of my life.
Actually, Dave, the phones I talk on and the computer I type on are extremely essential to my life as a lawyer and rancher. Couldn't do without either of them in this world. I don't watch TV. That charmin garmin toy of yours is not essential to your bike ride, although it apparently contributes something to your enjoyment of it.
Really, how in the world did bikers like you and me EVER get along without a garmin gps???? I think back about my many rides in Central Texas, and a wonderful week on RAGBRAI, all done without a gadget like yours, and simply can't comphrehend how it was that I gained a deeper understanding about myself, how I would frequently shout out "Good morning God," and how great if felt.
You don't need it to enjoy a bike ride. You might need it for some other reason.
Thanks for the insightful look at the joys and frustrations of modern technology and (lack of) proper tech support. I loved the way you showed it to us through the lense of your new Garmin. Hope the one that will be arriving in the mail works for you:)
I returned from my morning ride to find the UPS truck waiting for me. The replacement Edge 500 appears to be free of the flaws of the previous version. I look forward to using it as I climb from Durango to Silverton this weekend!
Okay. Maybe I am all wrong about this. So, tell us how you will use it to make the climb, or to make the climb more meaningful. I'm always ready to learn, and to be revealed to be a retro-grouch.
I appreciate your challenge to the importance of my fancy-dancy computer on my bike and will happily concede that it will not plug the oil well in the gulf or sign a treaty between Israel and Palestine. I have ridden bikes all my life and I never pushed a pedal for any reason other than the joy of riding. I find that I can enhance that joy, especially on the days when life gets in the way of a ride, by planning routes, reviewing past rides and developing training goals. These are all enhanced by the data collected through a bike computer. But only if it works. The point of the article wasn't to worship at the feet of miniaturized computer marvels, but to point out that they are just hunks of silicon and plastic (or simply toys as you put it), without the people necessary to support them. The goal was to remind us that its the people that are the most important feature in a high tech product, but sadly frequently gets left out. I hope we can agree at least on that.
You know, I grew up in a trucking company family. My father preached dark to dawn about the importance of service, meaning, of course, respect for relationships and the certainty that they require more than pretty birthday gizmos, however innovative those gizmos may be.