Alf Watt:

I worked on the Mac OS Wi-Fi client user experience at Apple from 2007–2012, implementing a number of features to help users identify when a Wi-Fi connection was not working as expected, as well as the utilities built into the OS to help debug problems when they occurred. When I left Apple, just after my five year anniversary, I owned the Wi-Fi Utility and Network Utility apps, along with some assorted supporting components deep inside the OS.

During my last few years I spent a lot of time working closely with AppleCare on customer Wi-Fi and networking issues: poring over user trouble reports, sitting down at call centers and listening in on calls, and generally doing everything I could to improve the user experience of Wi-Fi for Apple users. I failed.

Ignoring the bad copyediting and his possible behind the scenes motives for writing this, Watt’s piece is a pretty damning indictment of at least one seemingly dysfunctional area inside Apple. I will say that, as soon as I heard about WiFi Assist, I thought it was a bad idea from a customer point of view. I didn’t realize that it might have been a bad idea inside Apple, too.