The responsiveness here on the part of Apple is nice to hear.
Usually when getting a callback from exec relations, at least here in Europe, they are nice enough but rather useless as they, at least in the half dozen times I had a callback, don’t seem to be informed of what’s happening but claim they are and then say they can’t tell you.
One experience I had, was with a safety recall (risk of electrocution) so I wrote to I think Tim (too tired to look for mail.). Anyhow, I get a call from an ER staffer from Cork and I explained to her why and how the recall is incomplete (defective standard part for which only some of the using products, of which I had a sample of each at home, were being recalled.)
It felt more like a PR exercise as she argued with me about how the Apple team could never make such a mistake and that I must be mistaken.
I gave more examples, based on my parts at home, and she held firm.
Frustrated, I told her that I was going to end the call now, and that she better communicate my concerns to Apple’s recall organization before somebody gets killed, and that I would look forward to her call of apology after she finds out that I was right. (It was really a stupid way to end but I was so mad.)
To her credit, she called back a day or two later, may have apologized or thanked, I don’t recall that now except I did Apple a big solid favor and I had to fight to deliver it and I didn’t really feel much appreciated for it in the end.
Subsequently, Apple did expand the recall, but even then they failed to do it comprehensively and forgot a number of affected items. I noticed this, but because of time wasting hassle number 1, I didn’t bother to inform them about this because I just didn’t want to experience time wasting hassle number 2.
After a subsequent similar experience, I asked them not to call in follow up if it was just going to be a pr exercise because my ego doesn’t really crave that and I don’t want the frustration of such a time wasting exercise.
There are ancillary parts to this story, equally short sighted on the part of Apple recalling dangerous things, but I’m going to skip them for brevity.
Epilogue: Ok, I’ll add a part of what really frosted me, as it kind of relates to the Apple ID topic.
One of the bigger arguments we had in the initial call was my contention that Apple was being negligent in pursuing the recall. In that:
- the posted to their website but didn’t bother to contact customers;
- they could have pretty much contacted all concerned parties because every damn device that is out ther is pretty much connected to iCloud;
- so even if the device had changed hands, once it was connected to a new AppleID, Apple could have contacted both the old and the new owner just to be safe;
- could have even sent an email with a fill in questionnaire that would have kicked the suspected item change into gear (essentially the same methodology they use to measure customer satisfaction for Apple store purchases/visits or Apple care calls), but this didn’t happen;
- I asked her why such a simple thing wasn’t being done in the name of doing the right thing to actively protect customers and she said “some customers don’t want to get mail from us”;
- I asked her if she thought this might be an exception where a customer might be thankful, I don’t recall her reply, but there was no intelligent resonance to my point;
-(I don’t think I mentioned it to her, but maybe I did, but I thought in such cases, it would have been appropriate for Apple to contact all customers as outlined above, and incentivized them to complete the recall process by apologizing for the inconvenience and offering them something like an iTunes credit);
- I also had a complaint that Apple was making no obvious effort to capture serial numbers of the remediated devices (this seems to have been subsequently corrected);
I wish I was in charge of Apple’s recall department (having done this in another industry) as they seriously need(ed?) to up their game. For trivial on-cost, Apple could have both protected customers, and deepened customer good will to legendary levels.
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Wait, so Apple is letting anyone sign up for an "@mac.com" email address? I hold this email address with a sense of pride, knowing that me, hopefully to other old school Mac users, that we go way back to the .Mac days... not so cool anymore if anyone can just sign up for it.
Is that the case? I think only new iCloud coms are being created anymore.