Comments
Apple CEO Cook: We Don't Do Junk
Newest First  |  Oldest First  |  Threaded View
SaqibR822
50%
50%
SaqibR822,
User Rank: Apprentice
10/29/2013 | 4:48:31 AM
re: Apple CEO Cook: We Don't Do Junk
Here is an open letter to Mr. Cook, I have been trying to get across:

To Tim Cook, CEO, Apple, Inc.

Dear Tim,

I have been a long term customer of apple with many of its products, and have also bought apple products for all my family members.

I did that, because apple brand stood up for quality and customer care. It seems that its all changing and you are no longer in the business of making your customers happy. It's bad, really bad.

I'll explain: I was traveling through Asia recently when my iPhone 4s gave up on WiFi connectivity. Quick google search revealed that I was not alone and thousands of other customers are facing exact same issue. I just returned back to Seattle and took my phone in to Bellevue Apple store. There I was told that Apple is aware of this issue, engineers are researching on it, but since my phone is out of warranty only option is to buy a new phone. There is a speculation that this bug occurred after a certain upgrade from Apple, as the upgrade shorted out something out in the phone. There are thousands of people running into this issue.

I was also made to feel like criminal and guilty when the store rep also named Tim started to tell me that how if they helped me out, it would be unfair to other customers that they have not helped out. My friend's kid who was standing next to me requested we leave the store and not be insulted by the store rep.

This is not a personnel issue. The issue is that even after knowing thousands of customer facing the issue that's ruining the experience and brand, and rendering god knows how many devices out there useless, Apple has decided to turn a blind eye on this issue, and perhaps have trained your sales reps to turn on customers who come in the store and try to get help on this issue, and make them feel terrible about not upgrading. I have been in business for long time, and this attitude smells of a company that's loosing its footing, and now resorting to whatever technique you can use, throw the rule book on customer's face, and get more money from customers even when you know several thousands devices that's have simultaneously gone bad due to your own mistake.

I have loved Apple, and this is every sad change to see. It has been a great American company, that people have loved emotionally. It is this emotional love that got you off the hook relatively easily during your Senate hearing. Do not ignore this, but this emotion of love will easily turn into emotion of hate and anger if you don't take care of your customers.

Senate might let you off easily but your customers wont. They will be upset, and angry and sad, for you not taking responsibility on this issue and issues like this, but this anger will get them to think of other options. I have gone through many upgrade on my Apple devices for many year, and I did that, because I felt right and felt like giving Apple my money because I preceived what I was getting was well worth it. It didn't feel like that today. It felt like i was being robbed and insulted at an Apple point, and if I didn't upgrade it is my own damn fault that my phone is not working. I have walked into Apple store and have bought accessories and devices because the reps recommended. Today, it didn't feel like a recommendation.

For first time today, I returned home and started to check out my options for other devices. I believe in voting with my dollars. And I am upset and Apple is not getting my dollars. What's happened to you guys? Why are you refusing responsibility on faulty devices? I learned from forums that the way thousands of customers fixing this issue, is being putting their phones into freezer over night. I tried and it does work. But question is for you: do you want Apple phones to go on ice!

I have taken this time to write you this email, because I care about Apple brand and I want to give you an opportunity to make it right. Not just for me, but for thousands that have been affected. Replace these devices and when time is right, people will upgrade. Unless this was your plan to get people to upgrade? I doubt it, but some doubt is now there. I never had these sort of feelings about Apple before but now I am joining the thousands that are having those feelings.

Apple won not just because of superior engineering, but because that won the feelings of their customers. How far you this you will go with these new business practices.

Please forgive the straight forward approach. But I want you to pay attention as your company slips inch by inch.

You have two choices now: ignore my message, prove the point that our new found feelings about Apple are right, and its time to give Android or Microsoft a chance, or you can take action, fix the problem for us and prove that Apple is number 1 company of choice for most discriminating and demanding customers.

Most sincerely,

iPhone customer fucked by upgrading to OS 7.
Laurianne
50%
50%
Laurianne,
User Rank: Author
9/24/2013 | 4:26:59 PM
re: Apple CEO Cook: We Don't Do Junk
Why haven't they already, I wonder. I mean if MS is able to sink money into all those retail locations, Google certainly can. That genius bar is a huge customer loyalty builder.
Thomas Claburn
50%
50%
Thomas Claburn,
User Rank: Author
9/24/2013 | 4:09:10 AM
re: Apple CEO Cook: We Don't Do Junk
I wouldn't be surprised if Google opens a Google Store next year.
Shane M. O'Neill
50%
50%
Shane M. O'Neill,
User Rank: Author
9/20/2013 | 4:01:16 PM
re: Apple CEO Cook: We Don't Do Junk
Android fragmentation is a problem, and Cook knocks it aggressively in the BusinessWeek piece. He's also right to boast a bit about the movement to the Apple consolidated hardware/software model (Google buys Motorola, Microsoft buys Nokia). But it gets tiring when he portrays Android as a rinky dink OS running only on crappy cheap phones. On the high-end, Samsung Galaxy and Moto Droid phones are superb and challenge the iPhone in every way. He has to stand his ground but he is underestimating Android. Still it was nice to see him throw a few punches. Reminded me of Jobs, just more polite.
Laurianne
50%
50%
Laurianne,
User Rank: Author
9/20/2013 | 3:40:38 PM
re: Apple CEO Cook: We Don't Do Junk
This is the crux of Cook's current problem: "But Android stopped stumbling around, got help
and now competes on a more or less even playing field -- the very same
playing field that Apple is on, as much as Cook would have us believe
otherwise." The day Google rolls our genius bars, he really has to worry.


The Business of Going Digital
The Business of Going Digital
Digital business isn't about changing code; it's about changing what legacy sales, distribution, customer service, and product groups do in the new digital age. It's about bringing big data analytics, mobile, social, marketing automation, cloud computing, and the app economy together to launch new products and services. We're seeing new titles in this digital revolution, new responsibilities, new business models, and major shifts in technology spending.
Register for InformationWeek Newsletters
White Papers
Current Issue
InformationWeek Tech Digest - August 20, 2014
CIOs need people who know the ins and outs of cloud software stacks and security, and, most of all, can break through cultural resistance.
Flash Poll
Video
Slideshows
Twitter Feed
InformationWeek Radio
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.