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Email to Tim Cook Regarding the Launch
- Thread starter andrewpturko
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I have questions, much like every other consumer is entitled to have. I personally thought that was justified enough.
Remember, Apple makes great things, but we are buying those things with our money.
It is absolutely never a waste of time to email Tim Cook. My friend bought a branch new imac a couple of months ago and was having major issues with it. He took it to the Apple store, but they were not able to resolve the issue. He then emailed Tim Cook and similarly he got a reply back from executive relations. They did some diagnostics and determined that there was a problem and even upgraded his 21.5" iMac to a 27" free of charge. Definitely not a waste of time to at least send an email if you are having issues.
I have mixed feelings. I get why you sent the email but c'mon... it's common knowledge they probably won't have watches in store on launch. You have to preorder like everyone else. They could have pushed the launch date so people like you wouldn't complain, but they can only manufacture so many watches and Apple is a huge company and millions of people want their products. You just sound like an old senile senior citizen complaining for things that don't matter.
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I had a similar issue and they basically told me to **** off. Actually they wanted to repair it but I wanted a replacement. Eventually it was repaired and I haven't had an issue. I had the issue documented in the first few weeks but I am a busy person and didn't get a chance to really look into the issue for a couple months so they wouldn't replace it.
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I had a similar issue and they basically told me to **** off. Actually they wanted to repair it but I wanted a replacement. Eventually it was repaired and I haven't had an issue. I had the issue documented in the first few weeks but I am a busy person and didn't get a chance to really look into the issue for a couple months so they wouldn't replace it.
I for one would be really pissed if there was product in the store on the 24th and my preorder doesn't ship till June.
I think you're mistaken.
Although the watch is a unique product requiring a particular kind of launch, almost every other launch Apple has done presented us with products in-store on launch. I wouldn't call it common knowledge to know they won't have a product on launch, if anything that'd be crazy to plainly assume.
Secondly, the intent wasn't to complain. I was genuinely intrigued, and that's how they saw it as well. The entire process of the response was handled exceptionally well on their behalf.
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thank you Andrew
Thank you Andrew for taking the time to write to Cook. I think you bashers here have to get a grip. This is MacRumors. I assume if you are on here, then you belong to a niche of people who care and are fans (one would say fanatical) of Apple. So, no, I don't think it is "stupid" or "wasting time" to write to apple or be concerned about the launch of the watch. If you feel these are trite and unnecessary concerns, then perhaps you should be on some other forum or board. If you visit any site where folks have an specialized interest, you will find this level of caring about the smallest detail. If you don't share those interest then move on. So, yes, I was disappointed that although I was up at 3:01am my space gray was 4-6 weeks out for delivery. And yes, I was happy to read that it may arrive sooner. And yes, apple is my hobby, so even the smallest details matter to me.
P.S. I have worked at large corporations, and there actually are executives who do read emails. Here is a small aside: Charles Revson, the creator of Revlon, was known to stop meetings to take calls from women who complained about their nail polish or lip stick. There are people out there who care about this stuff. (The bio was: Fire And Ice by Andrew Tobias--a great read on a true visionary.)
Thank you Andrew for taking the time to write to Cook. I think you bashers here have to get a grip. This is MacRumors. I assume if you are on here, then you belong to a niche of people who care and are fans (one would say fanatical) of Apple. So, no, I don't think it is "stupid" or "wasting time" to write to apple or be concerned about the launch of the watch. If you feel these are trite and unnecessary concerns, then perhaps you should be on some other forum or board. If you visit any site where folks have an specialized interest, you will find this level of caring about the smallest detail. If you don't share those interest then move on. So, yes, I was disappointed that although I was up at 3:01am my space gray was 4-6 weeks out for delivery. And yes, I was happy to read that it may arrive sooner. And yes, apple is my hobby, so even the smallest details matter to me.
P.S. I have worked at large corporations, and there actually are executives who do read emails. Here is a small aside: Charles Revson, the creator of Revlon, was known to stop meetings to take calls from women who complained about their nail polish or lip stick. There are people out there who care about this stuff. (The bio was: Fire And Ice by Andrew Tobias--a great read on a true visionary.)
I couldn't have said it better myself, exactly my thoughts when originally posting this.
I agree with some of Andrews points its not been an ideal launch.
but also boo hoo I'm not getting my watch on launch day.
For me Apple made several errors:
For an online only product, as it now appears to be, 4/10 was launch day - 4/24 is release day if you were lucky.
What was the point in allowing users to book appointments to try watches on 4/10 when they knew they would be effectively already sold out and that they would have no chance of getting the watch they chose on release day. The appointment option should have been made a week before the watch was effectively launched online on the 4/10.
It should have been made clear to all it was a online apple store only release weeks ago. They created a high demand spending millions on advertising and hyping it up they must have known it was never coming to the physical store, disappointing fans that like to queue up rather that rely on the lottery of trying to get a much hyped product on release day online.
but also boo hoo I'm not getting my watch on launch day.
For me Apple made several errors:
For an online only product, as it now appears to be, 4/10 was launch day - 4/24 is release day if you were lucky.
What was the point in allowing users to book appointments to try watches on 4/10 when they knew they would be effectively already sold out and that they would have no chance of getting the watch they chose on release day. The appointment option should have been made a week before the watch was effectively launched online on the 4/10.
It should have been made clear to all it was a online apple store only release weeks ago. They created a high demand spending millions on advertising and hyping it up they must have known it was never coming to the physical store, disappointing fans that like to queue up rather that rely on the lottery of trying to get a much hyped product on release day online.
I made this point myself earlier. It seems to make no sense, unless even Apple was surprised at the response to the watch. Still that seems kind of unlikely. A weird situation all around.
I don't understand this bit.
If in fact the only way to get a watch on launch day is having pre-ordered it in time for pick-up on launch day, I don't see how you can think a queue of any size would ever form.
Someone would quickly tell them it's pointless.
Yes, someone would, once people got to a store.
But then, people would have wasted a trip -- for many, the trip could be an hour, two hours, even more.
Regarding using a Gift Card within the Apple Store App:
I noticed you weren't able to do this the week before pre-orders. On the 8th, I went into an Apple Store, and confirmed with several employees, that this was not possible. One even called the internal number, and after a half hour, came back and said that 3 people walked through the ordering process (of another Apple product), and were all surprised that this was not possible. They said there will be an update soon to the Apple Store App, but obviously not in time for watch pre-orders.
I ended up ordering through the app (12:05) and then called customer support on Saturday to have them manually add my two gift cards (which basically paid for my watch). Checked my order online within minutes of hanging up with customer service, and the gift cards were already showing.
But that can still happen with an old-style "launch".
That one time I did the standing in line for an iPhone thing, I saw it happen.
Unhappy customers.
Sure, not everyone who show up at a store for iPhone launch can get one, but some do, and those who don't get one tell themselves they didn't get there early enough.
But to come to the store and find that there is NO product available for sale? That is something else entirely.
And now those who don't get one tell themselves the should have looked at the website. I suppose they could feel extra dumb because they could have known.
The funny part is, they told me this is the part that had them most concerned. Based on history, queues always form for major Apple launches. Combine that with the fact of the heavily advertised launch date, and I see more doubt for a queue not to form.
I gave your original tome some snark (and I still haven't bothered to read it), but if the above idea was the essence of it (i.e., no watches in store) then you were right to complain.
Good for you. Not enough customers complain now. It gets action and can be quite helpful to the recipient.
I'd be surprised if there were any real queues, someone, from Apple or not, will tell them it's pointless. Unless Apple changes their mind and intends to have the watch in stock for queuers.
I can't imagine they would go back on what they've said at this point. People who would have otherwise lined up have preordered instead. Going back on their word would be a great way to make a lot of customers angry.
I can't even write an e-mail that long for my own job.. and I'm an e-mail executive at Discount Auto Parts.