MacRumors

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Original poster
Apr 12, 2001
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Steve Jobs has been famous for his willingness to interact with customers via email, issuing terse and sometimes surprisingly candid answers to users' questions and complaints on occasion. With Tim Cook now officially taking the reins at Apple, some have questioned whether he has any interest in similar interactions with customers.

Cook has clearly been flooded with emails over the past few days, many of which have offered him congratulations on his new position. Notably, Cook does seem to be taking the time to respond to those emails, suggesting that he may indeed be interested in personal communication with Apple customers. Most of the responses so far seem to have been of a simple nature thanking the senders, although some have included a bit more detail relevant to the senders' content.

One example given in a comment thread on an article at iDownloadBlog comes from a customer who mentioned that he used Apple products to communicate with his family from Iraq, to which Cook responded thanking him for his military service. Another example comes via an Auburn University fan, who connected with Cook, an Auburn graduate and devoted fan himself, over the school. Cook included in his reply a mention of Auburn's famous "War Eagle" battle cry.

cook_war_eagle_email.jpg



Apple has historically paid close attention to emails sent to Jobs, and will likely continue to do so with Cook. One example of Apple's tracking of executive email contacts has been provided to MacRumors, showing Apple's efforts to respond to early criticisms of its MobileMe service, which experienced a series of missteps at its mid-2008 rollout. According to an internal Apple presentation highlighting the status of MobileMe support issues in early 2009, Apple closely tracked on a day-by-day basis the 242 MobileMe complaint emails sent to Steve Jobs over the first six months of the service's history.




Apple support staff analyzed each of the 242 MobileMe-related emails sent to Jobs over that period, categorizing them by "root cause" in order to better understand where customer complaints were coming from.

Jobs of course remains as Chairman of Apple's board of directors, and his email address presumably will remain active. It is unknown, however, if he will continue to answer customer emails sent his way now that he has stepped down. Jobs does not appear to have answered many emails, if any, in recent months, and thus he may have already stepped away from that communication channel.

And while customers hoping that channels to the chief executive remain open under Cook may be heartened by his recent responses, it remains to be seen whether he will continue to engage with customers via email once the flood of congratulatory messages passes and the emails become more focused on questions and complaints.

Article Link: A Look at Apple's Handling of Customer Emails to Executives as Tim Cook Takes Charge
 

mattwolfmatt

macrumors 65816
Jun 7, 2008
1,039
68
Wait, you're telling me that in the first 6 months MobileMe was launched, Jobs received only 242 complaints?

If so, about 10% of those are from me.

Are we sure we aren't missing the "in thousands" small print somewhere?
 
Comment

Clown Boy

macrumors regular
Mar 9, 2008
165
0
"Hi Tim, can I please have an iPhone 4 that actually works? I am on my 8th phone in 9 months.

PS, WAR DAMN EAGLE"
 
Comment

mrgraff

macrumors 65816
Apr 18, 2010
1,014
701
Albuquerque
Jobs of course remains as Chairman of Apple's board of directors...

This is like the first posting to acknowledge that Steve Jobs is still alive and still works for Apple.
 
Comment

reubs

macrumors 68000
Jun 22, 2006
1,776
98
I am a dyed in the wool Georgia Bulldog (forgive the mixed metaphor), and I was trained to loathe all things Auburn. I love Apple's products, but I'm going to have a damn hard time giving money to a company that has a CEO who will in turn pump money back into the coffers of a team and school that I REALLY don't like...
 
Comment

Gottis

macrumors newbie
Mar 18, 2011
11
0
Jobs of course remains as Chairman of Apple's board of directors...

This is like the first posting to acknowledge that Steve Jobs is still alive and still works for Apple.

Hear hear

about god damn time too
 
Comment

SpinThis!

macrumors 6502
Jan 30, 2007
468
104
Inside the Machine (Green Bay, WI)
I'm going to have a damn hard time giving money to a company that has a CEO who will in turn pump money back into the coffers of a team and school that I REALLY don't like...
Is that the the only reason? You're doing pretty well. Boy those affiliations run deep in some people. If you base your purchases based on affiliations or donations, you'll prob end up never buying anything, ever from any company.
 
Comment
Jobs of course remains as Chairman of Apple's board of directors...

This is like the first posting to acknowledge that Steve Jobs is still alive and still works for Apple.

Except for the actual front page article from the 24th? :confused::rolleyes:

https://www.macrumors.com/2011/08/24/steve-jobs-resigns-as-apple-ceo/

Yeah and all the other relavent articles... What do you want every MR article to randomly throw in "In other news, Steve Jobs is still alive and well"?
 
Comment

mrgraff

macrumors 65816
Apr 18, 2010
1,014
701
Albuquerque
Yeah and all the other relavent articles... What do you want every MR article to randomly throw in "In other news, Steve Jobs is still alive and well"?

No, I want the hyperbole and despair over Jobs' resignation to go back down to less worship-like levels.
 
Comment

DrJohnnyN

Suspended
Jan 27, 2010
1,443
2,027
Just emailed Cook. Got a reply back within 5 mins. Will upload now.

EDIT:
fvv5o7.jpg
 
Last edited by a moderator:
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END3R

macrumors member
Jan 27, 2009
64
0
"Hi Tim, can I please have an iPhone 4 that actually works? I am on my 8th phone in 9 months.

PS, WAR DAMN EAGLE"

A rational person might begin to think after that many it's not the phone. With all the people I know with iPhones, friends, neighbors and nearly everyone I work with, never have I heard of someone returning it 8 times, let alone twice.
 
Comment

cms2

macrumors 6502
Aug 4, 2007
465
2
Texas
I am a dyed in the wool Georgia Bulldog (forgive the mixed metaphor), and I was trained to loathe all things Auburn. I love Apple's products, but I'm going to have a damn hard time giving money to a company that has a CEO who will in turn pump money back into the coffers of a team and school that I REALLY don't like...

Man, that is devoted... I rarely know, much less care, where the CEO of some company went to school.

Originally Posted by END3R
never have I heard of someone returning it 8 times, let alone twice.

This seems to always be done incorrectly on MR forums for some reason. It should be: "Never have I heard of someone returning it twice, let alone 8 times" :)
 
Comment

albebaubles

macrumors 6502a
Feb 9, 2010
561
480
Sierra in view
I am a dyed in the wool Georgia Bulldog (forgive the mixed metaphor), and I was trained to loathe all things Auburn. I love Apple's products, but I'm going to have a damn hard time giving money to a company that has a CEO who will in turn pump money back into the coffers of a team and school that I REALLY don't like...

He's been with Apple for 13 years, dude....wake up and smell the stale coffee.
 
Comment

END3R

macrumors member
Jan 27, 2009
64
0
Man, that is devoted... I rarely know, much less care, where the CEO of some company went to school.



This seems to always be done incorrectly on MR forums for some reason. It should be: "Never have I heard of someone returning it twice, let alone 8 times" :)

My bad, need caffeine. No, I'm just retarded sometimes.

There's always going to be outliers...but 8 times does seem excessive.

All right, all right, that's just insane. Sucks, man.
 
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