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.
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.
iPhone customer fucked by upgrading to OS 7.