“Karma. Doing the ‘right thing.’ Thinking different. Apple’s enlightened approach to building customer loyalty is now famous, generating big headlines every time CEO Steve Jobs takes on Hollywood or the music industry. Attempts to raise iTunes prices? ‘Greedy.’ A fight with NBC over revenues? ‘Give peace a chance.’ That’s Apple, your socially-conscious corporate friend, who does right by you while standing up to big bullies — sort of like a character from a Pixar movie,” Jeremy Horwitz writes for iLounge.
“But over the past two weeks, Apple’s fans have been grumbling that the company they knew and loved is transforming into another Microsoft, making short-sighted, anti-consumer decisions and carelessly releasing products with user experience-diminishing problems. In response, an increasingly angry erosion of Apple’s brand loyalty is beginning, with complaints mounting all over the Internet, including on the company’s own discussion forums,” Horwitz writes.
Horwitz covers four of issues that are “still largely unresolved by Apple, and the extreme anger and disappointment that its customers have been expressing as a result.”
• Apple Breaks 2005-2007 Video Add-Ons: No Warning, Just Buy New Ones
• iTunes Store iPod Games: Buy Them Again for New iPods
• iPod touch Screen Problems: Deny Them, Charge Restocking Fees
• iPhone Ringtones: Pay Twice for Each Song; Forget Using Your Own
Full article here.
[Thanks to MacDailyNews Reader “Davecc” for the heads up.]
Apple’s decision makers would do well to post the following quote in prominent places where they will be reminded of it daily:
“Goodwill is the one and only asset that competition cannot undersell or destroy.” – Karl Ludwig Börne
Some of you guys sound like fundamentalist republicans upset with the republican party. Where are they going to to, over to the democrats? Where are *you* guys going to go, over to MicroWorst? Give me a break…
@Spark:
“Apple Breaks 2005-2007 Video Add-Ons: No Warning, Just Buy New Ones
What’s this? Talking about iMovie ’08? If so, Apple didn’t break them. They came out with a new application that does not work with them. The video add-ons are not “broken” for iMovie 06 which is still available.”
No, incorrect. All the third-party video-out capable iPod Docks, even the “Made for iPod” models, personal video screens with iPod Docks, video cables, etc. are all broken. No warning about this from Apple. They just simply don’t work with the new iPods.
In a “big picture” view, this particular issue isn’t singularly about Apple’s customers, but the third-party manufacturers as well. They supported Apple’s iPod platform by producing accessories, accessories that thanks to Apple’s recent decisions no longer work.
No matter how you try to paint that picture, it sucks, and is the wrong move by Apple. Period.
racecar,
I think you’ve nailed it. Apple is growing a bit too fast for their own good right now. It’s resulting in bad decisions (the video add-ons for iPods, the glossy-only screens) and compromised decisions brought about by trying to grow into areas where other power players reside (AT&T;only for phone service, the multi-pricing in Europe, the ringtones pricing.)
Mostly, yes, they are minor issues. But these kinds of mole-hills do have a habit of growing if ignored.
“Apple’s fans have been grumbling that the company they knew and loved is transforming into another Microsoft,”
I am ONE fan who ain’t grumblin’. Your fans think you’re turning Japanese… Mr. Roboto… get off the Apple stories and
WRITE ABOUT SOME OTHER TOPIC.
This is worth reading.
Time to buy Apple stock!
Redmond screwed people and had them screaming for years as the stock price only increased.
All this whining tells me that Apple is stock is gonna soar!
I like how every other cell phone maker and carrier have even worse ringtone plans, but somehow when it’s Apple they are evil and greedy?
I also like the people who think “Apple should have just ignored the labels and let any song be a ringtone.” Yeah, because we all know corporations can just ignore the law and copyrights whenever they feel like it with no legal consequences.
Actually I agree with the article.
I vented my frustration over my $50 worth of iPod games not working on the new iPod classic on the Apple forums by saying Apple made a stupid decision by not updating the already bought games and they were greedy and at the very least they could warn iPod classic buyers. And I received a threatening email saying if I post anything like that again I would be kicked off their board and they would report me to my ISP.
I never used profanity, but I did call Apple stupid. After posting my comment I was just going to drop my frustration and move on, but then I get the threatening email which really angers me. Apple can do what ever they want on their discussion boards I understand that, in fact they could have just deleted my post and I’d have never known, but no, their power abusing moderators had to threaten me with an email. I not happy about that.
Apple needs to realize it’s a privilege to have all of us as customers not the other way around. Apple should NEVER threaten a customer.
Apple is turning into a greedy customer unfriendly company.
I understand that some customers are unhappy about some of Apple’s recent decisions (although I have no sympathy whatsoever for the whiners who complain that they paid too much for their iPhones), but the fact is that Apple couldn’t turn into another Microsoft even if it tried. Anyone who thinks it could has absolutely no clue about the real nature of a predatory monster like Microsoft.
Oh Good God. Is there ANYBODY besides me who didn’t read Wil Shipley’s screed and think he was way off base? Now that Gruber has climbed aboard is there no stopping this silly juggernaut?
Here’s my view on Gruber and Shipley:
Gruber And Shipley: One SDK Over The Line.
Here’s my view on Apple’s ringtones:
A Disagreement With DF Over The Ringtones Racket.
This stuff is not all black and white. Some pretty ridiculous “demands” are being placed on Apple by those who ought to know better.
r_y_a_n,
Post the letter so that we can see what was actually said.
it seems an unfortunate side-effect of appealing to the masses is a slight—if not large—drop in quality (across the board). apple is having to meet a higher than they’re use to demand and is in, what i like to hope, a transitional period. hopefully, they’ll manage to get back to basics and fig out how to handle the higher demand with the same prestige as they were handling business back in the day. i’ll give ’em the benefit of the doubt for a lil while… u know, give ’em time to get it all together… it will take some time (it’s only been really happening a lot in the past 8 mos or so). everyone goes thru a transitional phase when going from, what they consider, the norm to something diff.
NO business anywhere is doing a fraction of what Apple is doing – and achieving.
Give them a break you load of whingeing whiners…
MDN’s take. Very surprised, but very pleased. Excellent advice, MDN. Just hope that your target audience of one is listening.
You got that one right. “All in all it sounds like most of these complaints are mostly an overblown sense of entitlement.”
I cannot believe the MDN take on this.!!!! People get a grip. This is not a HIPPY love in. (Heck, even a Hippy love in was not a real love in.
” width=”19″ height=”19″ alt=”grin” style=”border:0;” /> ) This is a great company making insanely great products for the average person and average company.
These products are YEARS ahead of everyone else. PERIOD.!!!!
Maybe those of you who are whining, need to run VISTA and a ZUNE for a month. (“NO Apple products for you, One month ” Soup Nazi turned Apple fan
” width=”19″ height=”19″ alt=”grin” style=”border:0;” /> ) Then come back and look at your statements. CHEEEZZZZEEEE People.
I have to use a (wait, it locked up again or just froze for a while, I can never tell which 🙁 ) pc and mostly IT is too busy to fix anything. I end up doing my best to try and keep it going, including replacing a hard drive. I still cannot get the DVD player to work again, NO idea why. And the old free spy ware program is broken and no longer catches spyware, but the new one does but only once a week unless I pay them money (for a work machine ??? ) to operate on a continous basis (and then what, take up all my free cpu cycles???)))
And all three of my mp3 players still work and pretty good, but once I got my refurb Nano first gen, I got so spoiled that they just sit on the desk gathering dust. Apple has been doing such a great job of “just working so well” that we forget how hard is it to make such great products.
Spoiled. Yet that is it. How many of you complainers would be willing to totallydrop Apple for a month (min) because of these issues?????
OK, so I like stuff for free too. ANd its a pain when Apple makes a mistake, (they posted a video download that was maybe ordered 3 months ago but never connected or maybe even ordered. OK, but they have been quick to fix the problem and great to work with.
Listen to blogs talk about Best Buy or uk’s PC World for a few minutes.
In closing, OK, I do not suggest any bowing down to Apple or Steve Jobs. But first, you need to say that you HONESTLY want Monkey boy running the company for a year. Then see if you might reconsider your whines.
MDN, this goes for you too. Be objective. Apple is a company that has a lot of people wishing it ill, and creating a lot of FUD. (Boy do they need to get a life.
” width=”19″ height=”19″ alt=”grin” style=”border:0;” /> So setting the story right is good. But keep an even balance.
And if you still are not convinced, consider this possible world:
iPods are great. Next great update is watermellon color. Due out in 4 months. And a flash upgrade due out in 18 months. You will love it. Our passion is to keep you waiting.
” width=”19″ height=”19″ alt=”grin” style=”border:0;” />
New version of OSX is great. Don’t even thing of buying all that other crap. Leopard now due out by fall of next year. We won’t ship till its ready (or you quit buying 10.4).
Apple announces, DRM is back with a vengence. YOU NEED IT. It protects you. It is good. Prices go up 10% cause of addition of DRM. iTunes price drop. Now 80 cents for a tune. But it only will load on to one device. You must buy more copies, one for each device. Plus, subscription service is now the main way to get tunes. If our servers crap out, you lose your tunes. OPPS sorry about that. But remember, we are the best, they are crap. Prices go up another 5 %. Smile.
PS, see, it could be sooo much worse.
” width=”19″ height=”19″ alt=”grin” style=”border:0;” />
Have a nice weekend.
• Apple Breaks 2005-2007 Video Add-Ons: No Warning, Just Buy New Ones
Funny, mine still work fine on my 30GB video iPod.
• iTunes Store iPod Games: Buy Them Again for New iPods
My old Atari games don’t work on the Playstation 3 either.
• iPod touch Screen Problems: Deny Them, Charge Restocking Fees
Seems to me, Apple posted a message about fixing the problem.
• iPhone Ringtones: Pay Twice for Each Song; Forget Using Your Own
As opposed to all the other companies that make it SOOO much easier and I believe they give them all out for free, right?
I got the answer!
Steve Jobs is so busy “making deals” that he has turned over product quality control, attention to detail, innovation and inspiration to a bunch of second rate morons.
Hey Steve! The ship is getting a little off course here. Mind coming back to man the helm? Thanks.
“short-sighted, anti-consumer”
Lets hope it is not getting to this point.
But what a perfect description for Microsloth!
The biggest screwing Apple has given the consumer lately is the fact that they are better supporting Windows users than Mac users with their new products. Specifcally:
Safari 3
iPhone
iPod Touch
iPod Classic
iPod Nano, 3rd generation (AKA, “Fat Nano”)
I’m talking about the requirement for Tiger (OSX 10.4.8 for some and 10.4.10 for others), while any Windows XP will do.
As you recall Windows XP was released in late 2002, so any Windows PC bought in the past 5 years are supported w/o having to purchase an OS upgrade.
Tiger was introduced only 2 1/2 years ago. So, any Mac puchased before that requires a $129 OS “Upgrade” to support these new products. Yes Tiger has some nice features, but Panther (10.3) is still a very viable OS. For that matter, in 2002, when Windows XP was released, Jaguar (10.2) was still current.
Apple owes a little loyalty to their loyal customers, and should support OS X back to 10.2 with these products to support Mac users at least as well as they do Windows users. If they don’t they risk reducing the number of people willing to switch to Mac, and even increase the risk of people defecting to Windows when they realize that they’ll get longer support from Apple for their products than they do on Apple’s own platform.
None of these “issues” have affected me in anyway. Looks like Artie McStrawman was here again.
BTW, I love glossy screens!
” width=”19″ height=”19″ alt=”smile” style=”border:0;” />
“But over the past two weeks, Apple’s fans have been grumbling that the company they knew and loved is transforming into another Microsoft, making short-sighted, anti-consumer decisions and carelessly releasing products with user experience-diminishing problems.”
This is BS. I know of NO Apple fan that is saying that Apple is becoming Microsoft. It would take decades to become that bad. And by definition, if they said that, they aren’t an Apple fan. These problems are small hickups involved in any change. And I for one like change for the better and don’t want to make Apple’s job harder. They are amazing, unprecedented, and there is no one who approaches the GREAT job Apple has done. So quit your whining.
If you don’t like the new iPod and iPhone problems, would you have preferred that they had not made these CHOICES available to you?
Its good to see people questioning apple, maybe this may help keep them from turning into Microsoft. Remember Apple a company live Microsoft, money is the first priority.
• Apple Breaks 2005-2007 Video Add-Ons: No Warning, Just Buy New Ones
“Funny, mine still work fine on my 30GB video iPod.”
Umm dude, they’re referring to the new models, not your old 5G. Try reading the article.
• iTunes Store iPod Games: Buy Them Again for New iPods
“My old Atari games don’t work on the Playstation 3 either.”
Yeah, but my 10+ year old PS One games do….
• iPod touch Screen Problems: Deny Them, Charge Restocking Fees
“Seems to me, Apple posted a message about fixing the problem.”
OK, that’s sorta true, Walt Mossberg posted a message about it just yesterday. But he’s not an Apple employee the last time I checked….
• iPhone Ringtones: Pay Twice for Each Song; Forget Using Your Own
“As opposed to all the other companies that make it SOOO much easier and I believe they give them all out for free, right?”
You’re ignoring people that want to use their own sound clips from GarageBand, etc.
Apple took the road to Greed years ago, when it’s stock started to “matter.”
Where have you people been?
I was into Apple before they went commercial.
Apple did not “break” anything this is no different than when they stopped using fierwire. I have the new nano, the old tech will not work with the new! This is a stupid compliant. Annoying ring tones who cares!