“Apple’s recent rejection of the Podcaster iPhone app from its App Store has software developers in a tizzy—because, except for games and enterprise apps, it seems that developers can’t guess in advance whether their apps will be accepted or not,” Sascha Segan writes for PC Magazine.
“The rejections aren’t the actual problem here, just as the iPhone’s reception problems weren’t the actual problem when they popped up in July. The problem is Apple’s lack of communication with developers or the press when things go wrong. People want true explanations and clear guidelines. Needless to say, Apple didn’t comment for this story; in fact, its representatives refuse to talk to me at all,” Segan writes.
“It’s amazing how forgiving consumers can be when companies treat them like grown-ups. Corporate PR often seems to be driven by secrecy and fear, which engenders wild conspiracy theories and a double helping of resentment. But when companies clear the air, people are usually more relieved than angry. Apple’s apologies somewhat defused the MobileMe launch disaster, for instance. Consumers just want to feel like they’re in the loop,” Segan writes.
“In the past month, I’ve run into Apple-style corporate miscommunication four times,” Segan writes. “In three of those instances, I walked away with a very negative opinion of the company in question. Then I talked to a front-line tech, who gave me the real answer for the problem, making me feel a lot morepositive about the company. I don’t think I’m alone in forgiving people who are clear with me, so why don’t tech companies do that more often?”
Full article – recommended – here.
Good point. I prefer it when people are up front with me, but I get seriously pissed off if I feel they’re trying to hide the facts. Now that is their prerogative, they can play the ball the way they want to, but I just feel that they might just end up shooting themselves in the foot.
I agree with Segan on this one (though most of the time I think he’s full crap).
In any case, I understand Apple’s secrecy when it comes to product launches. It’s fun to find out the products through keynote addresses. I get it.
But technical problems — there’s no excuse for that to be veiled.
In the case of iPhone 3G, I could understand if it took Apple several days to acknowledge the problem as it studied what was going on. But then it should have been addressed with, “We apologize. We are working hard on it. And 2.1 is on its way.”
Kind of ironic that after all those years of the negative and anti Apple position that these ‘pc’ guys had. Now they run into a stone wall. Karma. Apple started boot stomping the ‘pc’ world, the big publishers run out and buy all the good Apple web sites and magazines, then get pissed when their manipulative tactics back fire in their faces. Dick heads.
Yes, Apple is making some SERIOUSLY bad decisions with how it handles the Apps. How DARE they tell me that fart jokes aren’t funny. They are, and I wouldn’t mind something on my phone that makes people laugh. Censorship like this is BS.
The irony of PC Magazine urging Apple to tell the truth (hello? Microshaft?) shouldn’t be lost on anyone, but the reality is that their point here is valid. I am an Apple zealot, but the lack of communication is simply bad business.
Totally agree. For all the things that Apple does right, communication has always been their #1 biggest downfall. They almost always treat their customers like nuisances after-the-fact.
Let’s face it: this stems from the top-down: Steve Jobs likes to keep everything a secret and doesn’t like to communicate things to the public. This is OKAY for top-secret product releases, but it is NOT OKAY when dealing with developers, hardware/software problems, and serious service issues.
Hi guys, sorry to but in. Am just keeping an eye on APPL on the stock widget. The ship seems to have a leak.
I can’t fully agree with that. Nothing a consumer says they would do when things are peachy can be applied when things are not. Emotions are sometimes uncontrollable and often times unforgiving.
Yeah, maybe you would be okay with a problem when it arises and you are fully in the loop. But you would end up griping about something else related or not with the company. Even with a full apology and extensions from MobileMe people still had lots to say.
I clicked on this article, expecting to find FUD. After reading, I agree 100%.
And the point of this is……..what? Writer had a deadline? A little Apple bashing? He was bored and Digg wasn’t doing it for him?
Without a doubt, communication leads to less confusion; however, people who don’t need to know, are not going to get answers from Apple. It’s like trying to get Steve Jobs to answer the rumormongers about his health. He’s just not going to do it. Segan doesn’t deserve a response and Apple won’t give him one; however, the developer deserves one. I have a feeling that the developer knows the real reason, uses too much 3G bandwidth, but wants the sympathy of the developer community.
GE, AT&T;, and Delta are not Apple. This story is misleading. I like the story, don’t get me wrong, I just don’t like the setup…
Personally, I prefer no information to bad information. Yes, my mind will wander over the myriad of possibilities, but companies and people should think before they speak. Apple will be held accountable in perpetuity for whatever they say and do (MDN’s links remind us daily of what was done in the past). Apple is correct to take as much time as they need to state a clear position.
@Anonymous & @Madahtre:
Thank you for taking a stance, and not just being reactionary. Some of us have the long memories, and remember time before the la vie en iPod. Given how Jobs was shafted not just by Gates/M$ with the mainstream media and retailers throughout the 80s and 90s, but also by his own company and even Woz on certain occasions, I can scarcely blame the guy for being secretive bordering on paranoia. I mean, fool him once, shame on him.. but if you expect him now to dance to the tunes of FOSS or Android et al all of a sudden, maybe shame’s on you.
I think the answer is a no-brainer. Apple doesn’t talk unless it has to, because if Apple talks, they open themselves up for legal troubles by “admitting wrongdoing.”
Every communication from Apple would have to be so wrought with legalese, that it would be contstrued as ridiculous…
Sascha hit the nail on the head. I agree with him 100%
One Steve down, one to go.
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I for one–and millions of other iPhone/Touch users–appreciate Apple acting as a gatekeeper to the App Store, and to keep away the silly farting programs and the other malware from the hacker-types. Apple does not have to answer these people, and they have their priorities right in thinking that the App Store is for the users, not the developers. I pay for Apple maintaining the integrity of its products, that’s why I am attracted to them. The Android model is a perfect platform for the fart program developers, and they can sell their apps there.
That guy Sasha’s a friggin a$$hølE
As with most other parts of life the traits that help you excel in one area are often a hinderance in others. The important thing is to recognize what you’re not good at and surround yourself with those who can lift you up. The folks at Apple haven’t reached that level. They are brilliant designers and innovators. Unfortunately they haven’t prioritized public relations and communications to the level they need to.
Because his article title explicitly implies that Apple is LYING about something. Asshat.
The leak in the ship is the halo-effect cash-hoarding fear from investors in the world market, not AAPL. This is the buying opportunity of all opportunities. 235-287 window from analysts when the rest of the world is good. Just a rollercoaster ride. Sit or buy.
Publicly traded companies have a legal obligation to maintain a constancy of purpose and that includes due diligence to shape the message as it pertains to company image. They have spokespeople who work hard to stay out in front of the issues and the news.
But sometimes there is no news, there are just perceptions. Something Microsoft is desperately trying to come to grips with in their latest ad campaign. It certainly doesn’t do that company any good when its CEO goes off, unscripted, and is subsequently challenged publicly. I know Ballmer’s words can make for great fodder for this site and many like it, whenever he goes off message.
And who doesn’t struggle with new?
As fine a product as Apple makes, it isn’t immune from imperfection. But one thing is certain, they work fast and furiously to get ahead of the problem and they can be very generous when compensating for any inconveniences that arise when things go wrong.
I believe Apple lives the idiom Discretion is the better part of valor. But in this world of 24/7, in-your-face-examination-of-your-bidness, sometimes instead of just hastily jumping out there to give appearances that you know what the matter is, you just STFU and focus to see if there is a problem.
The last thing you want to do is offer up a reason or an excuse that becomes an even bigger issue than the original problem. You know, like that lady who is running for office whose explanations are only making matters worse?
Gee guys, look around you. Have you ever noticed how the Fudmeisters arrive to backup Anti-Apple stories? How many names in this post are regulars? Take a look at the SanDisk story, and see how it’s becoming all Apple’s fault.
Sounds like somebody is really reaching.
Is it Astroturf day, or something? . . . Or are we seeing part of the $300,000,000 that MS has dedicated to restoring their reputation?
Apple makes great products, but is a very arrogant company. They are imposing their will and don’t seem to care what anyone else thinks. As long as they don’t stumble, they can get away with it. But when you do have this attitude and release thing like MobileMe and start pissing off the guys who will be responsible for making your app store take off, you better be careful it doesn’t come back to bite you in the rear.
Next to lawyers and politicians, surveys after surveys place the media as the most untrustworthy of all professions.
Great examples here. Best is the line, “”In the past month, I’ve run into Apple-style corporate miscommunication four times,” thus concluding that Apple is the definitive icon when it comes to corporate miscommunication.
Anybody want to see great examples of miscommunication, watch the news.
Interesting that the press gets up in knots when it can’t get what they want. But hey, it is an Amendment that allowed them to report and disclose how the CIA was able to track Bin Laden. Perhaps if they followed Apples’ philosophy of keeping your mouth shut until you have all the answers, we wouldn’t have all those body bags to deal with.