Is the honeymoon finally over for Apple?

Thu Aug 28, 2008 2:31PM EDT

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Hey, it's been a good, long run. The stock is way up. The customers love the company. Every product (well, almost) is a smash hit. Apple has long been able to do no wrong.

But the times they are a changin'. Apple is now finding itself beseiged, on a nearly daily basis, with bad press and one case of customer outrage after another. In the last few days, the initially-loved iPhone 3G has been the subject of numerous complaints (and now lawsuits) about its service quality and had a huge security flaw revealed that lets anyone who picks up an iPhone bypass the password prompt. MobileMe is now a full-on disaster. You've got the Psystar countersuit. And in Britain, the company had a TV commercial banned for being misleading (since you can't run Flash or Java on an iPhone).

Most recently, Apple even faced a small customer backlash when it banned an independent comic strip from the iPhone App store because it felt the animations were too violent. (You are welcome, however, to buy a copy of the ultra-gory Saw or Saw II from the iTunes Store.) Even mega-fan Michael Arrington has called the company to the carpet for what he has deemed an "unacceptable" rate of failure of a variety of Apple products.

Why, even the news media can't be pleased any more: In an obvious "accident," Bloomberg reported that Apple CEO Steve Jobs had died.

What's going on here? Growing pains, for starters. As any company grows, its attention to detail and its level of customer service almost always falters to some degree. It can't help that Apple is so distracted: The company has suddenly gotten its hands in so many industries and so many countries with its iPhone 3G launch that it's clearly struggling to keep up with the intricacies of a worldwide telco presence. But maybe there's more to it: Customers really seem to be tiring of Apple's strongarm, radio-silence tactics, and what was once seen as a maverick alternative to the establishment is rapidly becoming a mainstream monster itself. The same guys who used to chime in with "buy a Mac" in message boards are now the ones who say "buy Linux." (Don't let me down, fellas!)

Other theories are welcome, of course. In light of all the chaos and wringing of hands, I find it difficult to explain Apple's glowing report in the latest version of the American Customer Satisfaction Index, which gave Apple its greatest gain ever in overall satisfaction and puts it 10 points ahead of its nearest rival in the computer industry. Is it a love-hate relationship or what? One explanation: People just really hate Windows Vista that much.

 

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  • 106 Posted by danish_sweetbread on Thu Sep 3, 2009 3:35PM EDT Report Abuse

    I love my iphone and can not stop using it. I waited 11 days for it. My AT&T store has a queue now when you go into it..I asked why and they said "the iphone". So I'm not getting it...this dissatisfaction but then I am technically challenged. What do I know.

  • 107 Posted by rogofast on Thu Sep 3, 2009 8:49PM EDT Report Abuse

    With such a high demand that apple has experienced for it's products,there are bound to be a few problems.I have been a typical p.c. user for quite some time.I just recently purchased an i phone and love everything about it. Recent purchase of an i.mac has proved to be one of the best purchases I have ever made!!!! NO software headaches. This is the simplest computer to use on the planet. Bill Gates millions are going to turn in to pennies!!!!!!!!

  • 108 Posted by willowchal on Thu Sep 3, 2009 10:47PM EDT Report Abuse

    i have been with apple since 1988 ( always had apple products, 1 pc which was given away.) but iphone is a major disappointment to us mac heads.i still have a classic BW ipod since i really only use it for tunes, i traded down from my video ipod... you cant run, yoga or drive watching videos. now i have been convincing other people to NOT get the iphone.... it hurts, but, Apple should NOT really diversify.... they should SPECIALIZE. that is WHY i have an apple.ps, i have a sony ericsson which works fine, runs java, mp3 and is nearly indestructible.

  • 109 Posted by ben.hultstrand on Thu Sep 3, 2009 3:05PM EDT Report Abuse

    I have had the worst time in the world with the Apple/ATT relationship. My 3G had a factory defect but when I picked up a free replacement and went to leave the store they make you resign a 2 year contract again! I signed one last month! This means that I have to pay another $18 activation fee when I paid it last month and this was a factory defect! They told me to contact ATT about it.... ATT told me that it was Apple's issue.... In the end, I am the one who loses and am pissed at both brands! It's not about the $18 or 1 month contract extension but the fact that the issue was not thought of or resolved for factory defects. I'm sure I am not the only person who has had a defect with the iPhone 3G...

  • 110 Posted by generalcp702 on Thu Sep 3, 2009 4:07PM EDT Report Abuse

    Read this . Act as if you had been one of the arguers. Calm down. Apple is not perfect. They have many problems. They are, however, good. Everyone has problems. Saying Apple is not perfect is NOT Apple bashing. Apple isn't perfect does NOT mean Apple sucks. PC users are often smarter than Mac users. PCs are harder to use, so this does not mean that Macs are bad. Most very smart computer people use Linux. This does NOT mean it is better for normal people. The OS DOES NOT MATTER VERY MUCH. Use what YOU like.

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