Apple's failure portends more negative things to come

Discussion in 'Apple, Inc and Tech Industry' started by dailybibliotaph, Jul 25, 2012.

  1. dailybibliotaph macrumors member

    Joined:
    Jun 23, 2012
    #1
    Like many of you, I recently purchased a new Mac - in my case it was the rMBP - and have been eagerly awaiting the release of Mountain Lion. Today's flawed implementation of "Up-to-date" by Apple has been a frustration and a sore point for many people, and I think it's been especially disheartening for rMBP owners, since Lion was never really meant to run on the rMBP, and as such was really used as a stop gap before ML's release.

    I've read a number of post suggesting that people affected negatively by the blotched codes should just "get over it", "give Apple some slack", "it's a server problem caused by high volume" and an over arching theme of "people who complain have an instant gratification problem."

    The problem what such sentiment is that they are flat out wrong. The first thing that needs to be cleared up is that the "Up-to-date" program doesn't give you a "free" copy of ML. It's not free. We paid quite a lot of money for it. In my case it was over $3,000 for a new up spec'd rMBP. It's not out of benevolence that Apple has this program, as is evidenced by yesterday's earnings miss. If they didn't have this program sales of Mac's before major OS changes would be worse than the under sales performance of the iPhone 4S, while people wait for the iPhone 5. Everyone would wait for the new release and sales would plummet.

    Secondly, the nature of Apple's failure needs to be clarified. It isn't a bandwidth or server usage problem. People who have gotten the redemption codes, and not just people who got them early but people like me who got them today after ML was officially available, got invalid codes; pure and simple. This is the most troubling since one would expect Apple to have beta tested the redemption code process before live launch. Demonstrably they did not.

    And lastly, Apple success is due in large part to the millions of devotes and especially from early adopters willing to pay the premium and often times go to the extreme steps necessary (camping out for days before hand for an iPhone or iPad launch) to be paying customer. Can you imagine on the day of the iPhone 5 launch, after blocks of people have been waiting hours for the chance to buy the new phone the people still waiting in line hears from the front line customers that they heard no iPhones were shipped to this Apple Store. And to make matters worse no announcement from the people who work at the Apple Store but everything is hearsay.

    There is a known problem yet there is no official word from Apple, not on their website nor in a mass email to everyone who got rejected codes. We are waiting in the dark and have to troll forums to get additional news. As part of the Q and A, Tim Cook decried all the rumors that surround Apple's future products as a reason why less people bought the iPhone 4S in the latest quarter. If Apple were better about communicating with its customers and being more open about products then not only would their bottom line benefit but it would benefit all of us as well.
     
  2. basesloaded190 macrumors 68030

    basesloaded190

    Joined:
    Oct 16, 2007
    Location:
    Wisconsin
    #2
    Dear god. You are blaming all of Apple's past and present failures on you not getting your free update on the day it was released? You need to take a step back and relax.
     
  3. clyde2801 macrumors 601

    clyde2801

    Joined:
    Mar 6, 2008
    Location:
    In the land of no hills and red dirt.
    #3
    Yeah, remember the iPocalypse a few years back when they released new ipod, itunes and iOS on the same day and they all crashed? Eh, that was ugly. This is just a minor, temporary inconvenience.
     
  4. Interstella5555 macrumors 603

    Interstella5555

    Joined:
    Jun 30, 2008
    #4
    I think you mean would NOT benefit either them or us. Look at what happened with the iPhone 4, probably one of the best phones to ever be made, yet early leaks of the design and wild hyperbolizing about antenna problems were likely the reason Apple had to shift their release strategy and played catch-up with the 4S. You're also forgetting the simple fact that a VERY low percentage of people are having problems, and those are the people that yell the loudest. Yes, it's unfortunate that everything isn't working perfectly. That doesn't mean Apple needs to change their entire business stratgy (which has worked pretty well so far) and become a company like MS or Sony.
     
  5. dailybibliotaph thread starter macrumors member

    Joined:
    Jun 23, 2012
    #5
    No, again what I am blaming them is their failure to test the implementation before product launch. It's very simple. Again, this is not a free product that we're lucky to get. You need to get that out of your mind or it's apparent that you are upgrading from an older machine.

    Their lack of communication of the problem and it's remedy is not a good sign for any company.

    ----------

    Don't know where you're getting this information as every Apple rep contacted thus far have said that the problem is universal to all redemption codes. Did you by any chance use Up-to-date?
     
  6. basesloaded190 macrumors 68030

    basesloaded190

    Joined:
    Oct 16, 2007
    Location:
    Wisconsin
    #6
    So what you are saying is that you spent $3,000 on ML. Because, no, Apple did not have to give you ML for free.
     
  7. dailybibliotaph thread starter macrumors member

    Joined:
    Jun 23, 2012
    #7
    No, what I am saying is that ML for purchasers of new Mac products is a delayed product receipt. It's not "free" since it requires a product purchase with it.
     
  8. sparkyms macrumors 65816

    Joined:
    Feb 22, 2007
    Location:
    Southampton UK
    #8
    I forgot apple flicked a switch to make all macs bought after June 11 useless until ML is installed.

    You'll get your product, hang tight, who knows they might even throw in a gift card but you must complain to them, rather than MR.

    Until then starving children in Africa will cry for you and your $3k paperweight.
     
  9. yg17 macrumors G5

    yg17

    Joined:
    Aug 1, 2004
    Location:
    St. Louis, MO
    #9
    I think the OP has a good point. I'm a software developer for a living, and if our software was this dysfunctional, it would never make it to production. And it's not even a system used by external customers, but rather a small subset of employees. Did Apple not do any testing and QC on their website/up-to-date system?
     
  10. Speedy Gonzalez macrumors regular

    Joined:
    Jun 12, 2012
    Location:
    Alligator Bayou
    #10
    Wow I mean WOOOOW :eek: every time I stop by macrumors forum and see posts like this makes me not want to come back here anymore

    why people freak out about not getting something immediately after release specially something like an OS upgrade I hope you don't think ML is going to make your hardware 10 times better to not wait a day or two :D
     
  11. firestarter macrumors 603

    firestarter

    Joined:
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    Location:
    Green and pleasant land
    #11
    This should go nicely with your whine...

    [​IMG]
     
  12. roadbloc macrumors G3

    roadbloc

    Joined:
    Aug 24, 2009
    Location:
    UK
    #12
    Heh. Buy OS X Mountain Lion if you're so bothered about not having it today. It isn't exactly expensive. Apple never guaranteed it would be immediately available upon release. Be thankful it's only a one day delay. Back in the days of OSs on CDs, people had to wait much longer.
     
  13. adnbek macrumors 65816

    adnbek

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    Oct 22, 2011
    Location:
    Montreal, Quebec
    #13
    You got that right.
     
  14. snberk103 macrumors 603

    Joined:
    Oct 22, 2007
    Location:
    An Island in the Salish Sea
    #14
    Yep, it's clear ... the writing is on the wall. This has got to be the single biggest, most damaging mistake that Apple has ever made. I mean what were they thinking? The cracked Cube, the over heating batteries, the frayed power cords, the bad batch of GPUs put into MBPs all pale, pales I tell you, in comparison to this phenomenal fiasco.

    That's it... if I had Apple stock I'd sell the lot. Apple will merely be a footnote in the history books by this time next week, mark my words. Just total and complete incompetence at senior levels of management to let a mistake of this magnitude happen. They should fire the bunch. Steve Jobs would have never let this happen. And if it did happen, you can be sure he'd say a few choice words, let me tell you. Yup, indeed.... words that can't be said here....
     
  15. rocknblogger macrumors 68020

    rocknblogger

    Joined:
    Apr 2, 2011
    Location:
    New Jersey
    #15
    I'm not in your situation but if I was I would be just as upset as you are. I'm not surprised at the negative comments here regarding your OP. There are many members here that will defend Apple to the death no matter whether they are right or wrong.

    Good luck, I'm sure you'll eventually get ML downloaded.
     
  16. gentlefury macrumors 68030

    Joined:
    Jul 21, 2011
    Location:
    Los Angeles, CA
    #16
    OMG You have to wait an extra day to upgrade your computer!!! The world will end!!! I've waited 4 weeks just to get my damn rMBP. I paid for my upgrade this morning and it went flawlessly.
     
  17. sweetbrat macrumors 65816

    sweetbrat

    Joined:
    Jun 17, 2009
    Location:
    Redford, MI
    #17
    It's really not about defending Apple no matter what. Does it suck that the system isn't working and those people can't get ML right now? Sure, it sucks. Does it make their computers worthless for the extra 24 hours or so it will probably take to straighten out the problem? No...the computers are just as functional as before. No company is perfect. Websites go down; systems malfunction. If this is the worst thing that happens then that's pretty darn good.

    If people didn't make things so dramatic then they wouldn't get nearly the amount of snarky responses that they do. The OP did not pay $3000 for ML. They paid $3000 for a computer and were promised that they'd be able to upgrade to ML for free. That hasn't changed, it's just been delayed (and so far it's been a total of 12 hours, that's it).

    So yes, it's unfortunate. It isn't, however, a sign that Apple is failing or doesn't give a crap about their customers anymore. People really need to relax and put things in perspective a little better.
     
  18. rocknblogger macrumors 68020

    rocknblogger

    Joined:
    Apr 2, 2011
    Location:
    New Jersey
    #18
    I understand what you're saying but you can't say the OP is wrong. A company like Apple should be held to the highest standard because they themselves set the standard. Today should have gone smoothly for everyone, period.

    I believe there is some concern now that Steve Jobs is gone. I'm not saying that Apple is in dire straights but if you look closely there is some polish rubbing off. It's impossible to replicate Jobs and therefore there will be some differences here and there in any part of Apple where he was personally involved in, which if I understand correctly was almost everywhere. His attention to detail is legendary and the most difficult to replicate or maintain.

    To email invalid codes is not a small oversight. These folks spent $2200 to $3000 (and maybe more) on computers that were built with Mountain Lion in mind. They trusted Apple to deliver what they were promised. Yes they will eventually get their downloads but there should not have been any problems getting them today. They should at the very least communicate with everyone affected.
     
  19. dailybibliotaph thread starter macrumors member

    Joined:
    Jun 23, 2012
    #19
    People seem to think that my main complaint is not being able to wait a day or two to use ML on my rMBP. If you read my post I've said nothing of the sort. I own a 2011 13-MBA, 2011 15-MBP, 2012 27-inch iMac, 27-inch Thunderbolt display and now a 2012 rMBP - and 2 iPads 3s. The issue is neither dropping $20 or complaining for a perfect but unattainable system.

    There should be a healthy dose of complaint and criticism for any company when they can do something better - and in this case Apple can definitely do something better. 1st - beta test your system before a major product launch. 2nd - communicate problems and resolution to problems more effectively.

    I spent 30 minutes on the phone with Apple Care to try to figure this out. My 1/2 hour is worth a lot more than the $20 - I'm saying that not to be gauche but because I have a 1-year old. Some people seem to take personal offense whenever Apple is criticized. I have a few hardware engineers who work at Apple and they'll be the first to complain about the compartmentalized way that groups are forced to work there, which can sometimes explain mis-steps like these.
     
  20. The "Dude" macrumors regular

    Joined:
    Sep 29, 2011
    #20
    Stop bashing the OP...I'm pissed off too. Q&C has taken a hit at Apple recently. This is a good example. The godawful Podcast app is another.

    Overloaded servers are one thing. I blame no one for that. This is piss-poor execution.
     
  21. dailybibliotaph thread starter macrumors member

    Joined:
    Jun 23, 2012
    #21
    Hum, if one were to follow your advice of, "oh, if you have a problem with it just buy it again", then companies would never be accountable and one would be spending money for another's mistake. Not very good advice.

    As for Apple never guaranteeing it would be available - sure they did, read the their website. Apple would never need to apologize for any mistake since they have a boat load of apologist they can use for free in these forums.
     
  22. roadbloc macrumors G3

    roadbloc

    Joined:
    Aug 24, 2009
    Location:
    UK
    #22
    I agree. But people here seem unable to wait a day without complaining vigorously about it, as though their human rights have been violated. If you're that bothered about not having a new OS on the day of release, simply buy it. If you don't want to buy it, accept Apple have messed up this time and wait a whole 24 hours.

    Complaining on forums isn't achieving ****.
     
  23. KnightWRX macrumors Pentium

    KnightWRX

    Joined:
    Jan 28, 2009
    Location:
    Quebec, Canada
    #23
    Apple failed to deliver on an online service/software release. What's the news here ? They've had tons of these failures over the years and this time was no different than usual.

    They always keep quiet, they always take their time to fix it, and in the end, people get whatever it was they were trying to get.

    If you don't like how Apple does business, don't do business with Apple. They don't communicate, they aren't transparent and it always ends up working for them somehow when other companies would get slammed.

    I don't know why people keep expecting different.
     
  24. iigsie macrumors regular

    Joined:
    Nov 17, 2007
    #24

    Get over yourself, stop whinging and do something productive.

    You have a shiny new laptop that is awesome, and your 1 year old should be worth more than that or a $20 'receipt'. Grow up.
     
  25. The "Dude" macrumors regular

    Joined:
    Sep 29, 2011
    #25
    I've been a huge Apple fan for years. I'm on my 4th Mac computer (a rMBP). I've owned 5 iPhones, 2 iPads, 2 AppleTVs (even the first gen that hardly anyone bought). I was a member of .Mac and MobileMe. I use the iWork apps, iPhoto, and of course I spend a ton of money on media in iTunes. I even stick the Apple stickers at various places in my office and at home.

    That being said, I'm a little frustrated with Apple the past few months. A few reasons why:

    1) The podcasts app sucks. After the update that supposedly fixed the problems, it still sucks. Honestly, it's probably one of the most unstable apps I have ever used.

    2) The 60 hour wait to get my ML update code. It wasn't an issue of customer demand. It was botched execution. Not a huge deal, but frustrating.

    3) After finally getting the ML update and SMC patch, PowerNap doesn't work as advertised for backing up to Time Machine. In fact it doesn't work at all when the lid is closed on my computer (yes the option is selected and yes the computer is plugged into AC power).

    4) After all the chest pounding about Facebook integration in ML, I see now that it won't be implemented until "this fall". Maybe I missed that in the keynote, and maybe I overlooked it on Apple's website, but I'm pretty sure that's a new development.

    5) The new Mac commercials shown during the olympics don't seem very Mac-like. It's a matter of personal opinion, and other people may think they're great.

    6) The rumored smaller iPad and rumored larger iPhone. Stupid IMO.

    I'm still a big fan of Apple. They are still miles beyond the Windows and Android alternatives. But am I getting a little bit concerned that the gap between them is narrowing? Yep.

    It would be a shame if Apple stopped caring about long time loyal customers like me (and probably most of you).
     

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