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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  • 26 Posted by fatrichie72 on Thu Sep 3, 2009 3:58PM EDT Report Abuse

    *** Posted by m_knopp... Well, there is the obvious answer. The media and people who complain online are not the majority nor are they the average user *** Agreed! Most anyone that would buy an Apple product are lacking the technical savvy to use the internet anyway.

  • 27 Posted by ou_rocks_2003 on Thu Sep 3, 2009 7:47PM EDT Report Abuse

    i dont get why everyone is bashing vista. ive never had a problem. ever. im still trying to figure out whats so wrong with it. i dont get why everyones all hyped up on apple. the only reason people buy their stuff is because its all over priced and if one person thinks hes cool cuz he spent his whole paycheck on an apple product, then other people are gonna follow that guy cuz they wanna be 'cool' too. its just a trend. apple doesnt care about their products, they care about the money. im not bashing on apple. i just think the only reason their big is because nowadays, if its expensive, it has to be cool...prove me wrong.

  • 28 Posted by gamegrrlscout on Thu Sep 3, 2009 4:05PM EDT Report Abuse

    Well, I don't have an iPhone, but I still love my MacBook, my iPod, and my iMac at work. The only way I'd get PC is if it was free.

  • 29 Posted by theoneleft on Thu Sep 3, 2009 10:04PM EDT Report Abuse

    oh goodness. the PC weenies are out in force. if you don't know crap about computers you get a mac! hilarious! just fall down funny stuff! 10 years PC support, 4.5 years Windows network administrator. i left the business and thought to myself, what have i learned? answer: i don't want one of these things. period. been using a mac ever since and have no plans on going back. go weenie all you want but spare me the judgements.

  • 30 Posted by asileo3 on Thu Sep 3, 2009 2:58PM EDT Report Abuse

    It's funny number 30, the only reason your job involved Microsoft OS and not Mac is because Microsoft is the most commonly used format. If Mac OSX in it's current form were the market leader I'm sure you'd be saying the same thing about it. The only reason the flaws that OSX has (And believe me it does, don't even try to deny that) aren't mocked like Windows flaws are is because no one knows about them. Why? Mac OSX has a 5% market share. Triple that and I guarentee you it will not look like the golden apple it is trumpeted to be.

  • 31 Posted by inaboxsystemsnova on Thu Sep 3, 2009 4:23PM EDT Report Abuse

    i think that the only reason that apple is screwing up some things is cuz bill gates kant keep his hand of apple plus ordinary people use windows great people use mac's

  • 32 Posted by inaboxsystemsnova on Thu Sep 3, 2009 4:23PM EDT Report Abuse

    i think that the only reason that apple is screwing up some things is cuz bill gates kant keep his hand of apple plus ordinary people use windows great people use mac's

  • 33 Posted by luke.westfield on Thu Sep 3, 2009 7:00PM EDT Report Abuse

    Right on #31. Everything is magnified depending on how many users there are. Mac is small percentage, so less viruses exist naturally. if Mac ever got over 10% of market, they'd go down the drain quick.

  • 34 Posted by chriswirick on Thu Sep 3, 2009 3:25PM EDT Report Abuse

    "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" Hmm, Chris, maybe it's because you're being a drama queen and exaggerating Apple's "fall from grace" for page hits? Slip or no, my Macs are still the best computers I've ever owned and my iPhone is the best phone/PDA/gadget I've ever owned. Keep on hating, haters.

  • 35 Posted by ajonthedell on Thu Sep 3, 2009 2:48PM EDT Report Abuse

    Please name another company that has anywhere near the flow of innovative ideas. These recent flaws are nits that will be quickly and responsibly resolved. I use both PCs and Macs. The PC can't hold a candle to the Mac - and I doubt that anyone from Microsoft or any other major software company wants to get into a discussion about software bugs in new (and old) applications. My prayers are with Steve Jobs and his health.

  • 36 Posted by chriswirick on Thu Sep 3, 2009 3:25PM EDT Report Abuse

    @asileo3, re: "The only reason the flaws that OSX has (And believe me it does, don't even try to deny that) aren't mocked like Windows flaws are is because no one knows about them." Funny, I've been using Windows all day every day for 15 years, and Macs for 17. I know the flaws of both (yes, they both have flaws). But Windows' flaws are far more numerous and far more frustrating. Truth.

  • 37 Posted by daniel7637 on Sat Aug 30, 2008 2:27AM EDT Report Abuse

    first of all stop hating on vista , its a good os plus try it first and then complain dont just talk crap because others do , and two apple products are the best - way better than windows

  • 38 Posted by stan.matlock@ymail.com on Thu Sep 3, 2009 9:39PM EDT Report Abuse

    I have a Mac and iPod and iPhone. I will just say that I appreciate them for what they are. I am not happy with AT&T mobile coverage where I live. I AM happy with the products that I have purchased. They are easy to use and I have rarely ANY issues with them. I have never had a major issue. That is far more than I can say about the Microsoft based products that I have owned. The iPhone is innovative and the most user friendly product I have. It is far more than a phone. I agree with Knopp about there being a small % of people that actually own the products having the issues that are creating the media buzz. I next computer will be a Macbook Pro. If I could just get my current Mac to ever displease me or to just crash. EVER!!! That was an almost weekly thing with the PC. I wish everyone was as pleased with the Apple products they purchased.

  • 39 Posted by rvrobinson on Thu Sep 3, 2009 8:57PM EDT Report Abuse

    I used Windows for years and I dissed the MAC users the entire time. After having so many issues with the windows operating system I rebelled. I forgot how many times I had to reformat my hard drive on my various PCs. I did everything I could do to prevent spam, spyware, viruses etc but it was a losing battle. I tried a MAC and I love it. Is it perfect, no. Now all of my family uses MACs and they love them. Yes it is like cars, some like Ford some like Chevy, get what you like but for me it is the MAC!

  • 40 Posted by rvrobinson on Thu Sep 3, 2009 8:57PM EDT Report Abuse

    Another post from me. Forgot to weigh in on the new iPhone. I just got one along with one of my daughters and we love it. We have had them for over a month with no issues. My only complaint is that we are locked into AT&T, the service sucks compared to Verizon and the battery life is an issue. That is the one issue that Apple has always had though it has improved greatly since the original iPod. Nothing is perfect except God! That is life.

  • 41 Posted by bigslick674 on Thu Sep 3, 2009 3:07PM EDT Report Abuse

    Screw Apple. I bought an iPhone and its buggy, drops calls and didn't have the features promised in the original specs. Then they want to charge me double (not half!) to upgrade to 3G which they intentionally withheld from the original iPhone release so as to gouge the consumer in this way. Jobs is WORSE than Gates. That advertisement about the new iPhone costing half the price should be grounds for a major lawsuit. Somebody please post where I can join the class action.

  • 42 Posted by rvrobinson on Thu Sep 3, 2009 8:57PM EDT Report Abuse

    I tried Vista and I thought is sucked! I bought my wife a laptop with Vista and it did have a mac feel to it. As I said in earlier post I was a dedicated PC user for years and I am pretty computer savvy and I usually could deal with most issues that arose with the PC. In fact the times that I would call tech support I knew as much as %75 of the support personnel trying to help me, it was terrible. The bottom line I got tired of the PC it is not for me. Everyone that I know that has a PC has problems with them frequently. That has not been the issue with MAC users that I know. It sounds like a very small % of people are having problems with iphone and mobile me, that happens with all products. I bet the complaints for PCs vs MAC is 20-1.

  • 43 Posted by benleo56 on Thu Sep 3, 2009 3:05PM EDT Report Abuse

    Living Proof that the Media prefers, no loves, negative comment This article is living proof that the media must be negative. The longer a company is in the spotlight the more compelling the negatice article will be. Apple still makes the best and best seller computer and personal audio products. Done, over, its that simple. If only it had business level email/groupware and servers. When it does it will takeover that market too. Get your head out of your b__t.

  • 44 Posted by kevincsanf on Thu Sep 3, 2009 4:50PM EDT Report Abuse

    I find it funny that yahoo would run this article on a page with ad for PC on the same page????

  • 45 Posted by zahmbee on Thu Sep 3, 2009 10:58PM EDT Report Abuse

    Apple sucks. Their commercials are funny but PC still has ove 90% of the market for a very good reason.

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