Executive Team Response Regarding Launch

andrewpturko

macrumors regular
Original poster
Apr 23, 2012
211
50
I originally posted an email I sent here in this thread.

I thought it'd be appropriate to create this new thread regarding the reply as the previous thread became somewhat noisy. Some interesting information came up as we discussed the launch.


I received a lengthy call back from the executive relations team at Apple. Believe me or not, at least a few of you might find it interesting to know that not only did Tim did read the email, it also came to the attention of the executive team involved in the launch. This brought some new interesting information.

It was said that this point is what caught their eye the most:

"I think it'd be silly not to believe that there will be queues lined up around the globe on launch day if the "online exclusive" information regarding the (false) advertisement of a launch day isn't spread soon and fast."


He mentioned that due to these points made, discussion surrounding in-store stock on launch day, as well as the marketing advertising the 04.24.15 date are being considered with "great concern".

I was also told (what I assumed) it wasn't out of the question that course could change again, nothing is final from now until the 24th. It may very well be available in stores then.

Further more, and perhaps most interesting, he said that June preorders will most likely ship sooner than June. Of course he didn't make any promises, but that's the reason Apple is announcing such an extended ship date after all - to avoid disappointment through false guarantees.

Lastly, he mentioned that Apple still cares deeply about the launch experience, saying that lines aren't exactly a thing of the past like it's been implied. They just hope to improve "how" we wait in line (eg. new reservation system), eliminating a large number of the negatives associated with it. We know that many still like that experience.

Much of what he said is what I'm sure many of us already assumed, but it's still worth mentioning.

Now, this isn't to say that this email is the reason they're further thinking about this issue - I'm sure they've been, but I do think every bit of feedback does count. This is more or less about the fact that Apple truly cares about the customer experience more than any other technology company, arguably more than any other brand.
 
Last edited:

sjinsjca

macrumors 68020
Oct 30, 2008
2,220
542
Andrew, I'm incredibly impressed. I was among those who criticized your email... So consider this a full retraction, and more than that an expression of appreciation for your effort in sending what turned out to be an effective email after all.

I hereby bestow one Attaboy upon you.
 

sjinsjca

macrumors 68020
Oct 30, 2008
2,220
542
Further more, and perhaps most interesting, he said that June preorders will most likely ship sooner than June. Of course he didn't make any promises, but that's the reason Apple is announcing such an extended ship date after all - to avoid disappointment through false guarantees.
This part is standard Apple: Under-promise and over-deliver. Good on them.
 

gorkt

macrumors 6502a
Sep 15, 2007
606
326
Weird. It's hard to believe that not one person thought of the fact that people would be lining up for the watch. They have been very muddy about details but "Available 4.24.15" seems to indicate that there will be some available in stores on launch day.
 

JayLenochiniMac

macrumors G5
Nov 7, 2007
12,819
2,382
New Sanfrakota
Further more, and perhaps most interesting, he said that June preorders will most likely ship sooner than June. Of course he didn't make any promises, but that's the reason Apple is announcing such an extended ship date after all - to avoid disappointment through false guarantees.
We also see this happen a lot with the iPhone/iPad preorders.
 

andrewpturko

macrumors regular
Original poster
Apr 23, 2012
211
50
Andrew, I'm incredibly impressed. I was among those who criticized your email... So consider this a full retraction, and more than that an expression of appreciation for your effort in sending what turned out to be an effective email after all.

I hereby bestow one Attaboy upon you.
I appreciate it, but let's be honest - that original email was needlessly long so I understood the criticisms. Nonetheless it did what I wanted it to do. Feedback matters, critical or not.
 

Cascadians

macrumors member
Nov 24, 2009
79
1
Glad you were extended that courtesy call after composing your email.

Very glad somebody is paying attention and able to read, receive and think about incoming information and feedback.
 

ZombiePete

macrumors 68020
Aug 6, 2008
2,260
984
San Antonio, TX
Not surprised you got a response; I'm sure most of the issues you brought up have already been under consideration by them for some time.

He mentioned that due to these points made, discussion surrounding in-store stock on launch day, as well as the marketing advertising the 04.24.15 date are being considered with "great concern".
Again, not much of a surprise here; of course they're concerned about people lining up on 4/24 for the Watch. It's become a part of Apple culture that people line up the night before big releases; this is not something that they would have overlooked.

Though nothing they said to you was committal or very revelatory, and personally I still think that some of the criticisms regarding your initial email were at least partially valid, it says a lot about Apple as a consumer company that they responded at all.

----------

I appreciate it, but let's be honest - that original email was needlessly long so I understood the criticisms. Nonetheless it did what I wanted it to do. Feedback matters, critical or not.
Good attitude. :cool:
 

Rogifan

macrumors Core
Nov 14, 2011
22,003
27,497
Not surprised you got a response; I'm sure most of the issues you brought up have already been under consideration by them for some time.



Again, not much of a surprise here; of course they're concerned about people lining up on 4/24 for the Watch. It's become a part of Apple culture that people line up the night before big releases; this is not something that they would have overlooked.

Though nothing they said to you was committal or very revelatory, and personally I still think that some of the criticisms regarding your initial email were at least partially valid, it says a lot about Apple as a consumer company that they responded at all.

----------



Good attitude. :cool:
But I thought Apple was moving away from line ups? The only thing people line up for these days is iPhone anyway.
 

andrewpturko

macrumors regular
Original poster
Apr 23, 2012
211
50
But I thought Apple was moving away from line ups? The only thing people line up for these days is iPhone anyway.
There would still be lineups, but they would have a higher standard due to the new reservation system that'll be in place once available to purchase in-store.

Note that article is outdated and doesn't consider the recent news about online exclusivity during the initial launch period.
 

ninethirty

macrumors 6502a
Mar 1, 2006
804
280
Yeah they definitely read those emails. I wrote Steve Jobs a lengthy email back in 2006 about a bad experience I had with a Macbook Pro I'd bought and I received a call from an executive assistant the next day and then later that night a phone call from Apple's lead Creative Director at the time. He said that Steve forwarded my email to him and told him to hire me. I went through a full interview process but declined the job because I wasn't sure I'd enjoy working with him. But he definitely read it and passed it on.

That's what I like about Apple - they do care.

I originally posted an email I sent here in this thread.

I thought it'd be appropriate to create this new thread regarding the reply as the previous thread became somewhat noisy. Some interesting information came up as we discussed the launch.


I received a lengthy call back from the executive relations team at Apple. Believe me or not, at least a few of you might find it interesting to know that not only did Tim did read the email, it also came to the attention of the executive team involved in the launch. This brought some new interesting information.

It was said that this point is what caught their eye the most:

"I think it'd be silly not to believe that there will be queues lined up around the globe on launch day if the "online exclusive" information regarding the (false) advertisement of a launch day isn't spread soon and fast."


He mentioned that due to these points made, discussion surrounding in-store stock on launch day, as well as the marketing advertising the 04.24.15 date are being considered with "great concern".

I was also told (what I assumed) it wasn't out of the question that course could change again, nothing is final from now until the 24th. It may very well be available in stores then.

Further more, and perhaps most interesting, he said that June preorders will most likely ship sooner than June. Of course he didn't make any promises, but that's the reason Apple is announcing such an extended ship date after all - to avoid disappointment through false guarantees.

Much of what he said is what I'm sure many of us already assumed, but it's still worth mentioning.

Now, this isn't to say that this email is the reason they're further thinking about this issue - I'm sure they've been, but I do think every bit of feedback does count. This is more or less about the fact that Apple truly cares about the customer experience more than any other technology company, arguably more than any other brand.
 

JuNxXxReY

macrumors regular
Jul 7, 2008
139
6
Well Written Email

Well written email Andrew. As a consumer, you have a right to voice your concern. I'm glad you got a response. Hopefully, you'll have a watch on launch day in your hands. How crazy would it be if Apple provided you with a free one on launch day?!?! Please keep us updated.
 

ZombiePete

macrumors 68020
Aug 6, 2008
2,260
984
San Antonio, TX
But I thought Apple was moving away from line ups? The only thing people line up for these days is iPhone anyway.
It would be difficult to get the word out to the average Joe that they can't line-up on the 23rd for the Watch, so the fear would be that a bunch of folks line up for the Watch when they have no chance of getting it. My point is simply that there's no way that Apple would overlook this possibility and not have any plan for dealing with it.
 

BeyondtheTech

macrumors 68020
Jun 20, 2007
2,124
632
Good on you for writing that letter.

Like I suspected from the beginning, there will be a very limited amount of select WATCH models available on launch day, not going to be publicized in any manner, and only to serve as a means to surprise a few walk-in customers and make them happy. Just enough to make a few happy, but not too much to warrant a bitter response from the people who preordered and are backordered until the summer.

Remember, all those WATCH commercials flashed a "4.24.15" at the end. No mention of the preorder date of "4.10.15" in the commercials, which means that there will be still those few naïve people walking in that Friday the 24th, expecting to buy one, and maybe a couple of those people will get one. Whichever model is available to them, they'll likely grab it.

I'll even go so far as predicting the first preorders might receive their shipments before the 24th to offset any traffic to the stores. If you recall, all previous iPad and iPhone preorder dates preceded the actual launch dates by a week, not two weeks, as the WATCH is currently doing. The more Apple can make people happier, the better.
 

MICHAELSD

macrumors 68040
Jul 13, 2008
3,722
1,107
NJ
Just ship some of those 4-24-5/8 pre-orders on 5/8 and use the early stock for stores :p.
 

Rogifan

macrumors Core
Nov 14, 2011
22,003
27,497
It would be difficult to get the word out to the average Joe that they can't line-up on the 23rd for the Watch, so the fear would be that a bunch of folks line up for the Watch when they have no chance of getting it. My point is simply that there's no way that Apple would overlook this possibility and not have any plan for dealing with it.
Oh yes I agree. Though I'm still not convinced a lot of people are going to be lining up to night before. This isn't iPhone.
 

Poochi

macrumors 6502a
Jul 30, 2010
875
236
Toronto
So..

Let me get this right.

1. They don't know yet if there will be stock in store on 4.24.15
2. At this point, "Launch" still means the first day that the Apple Watch will be delivered for those who ordered on 4.10.15?

Did they address some models were immediately 4-6 weeks time frame at 3:00:01 AM online?
 

ZombiePete

macrumors 68020
Aug 6, 2008
2,260
984
San Antonio, TX
So..

Let me get this right.

1. They don't know yet if there will be stock in store on 4.24.15
2. At this point, "Launch" still means the first day that the Apple Watch will be delivered for those who ordered on 4.10.15?

Did they address some models were immediately 4-6 weeks time frame at 3:00:01 AM online?
They didn't really address anything, they simply acknowledged.
 

ZombiePete

macrumors 68020
Aug 6, 2008
2,260
984
San Antonio, TX
Oh yes I agree. Though I'm still not convinced a lot of people are going to be lining up to night before. This isn't iPhone.
I don't disagree, really, but if you were Apple would you want to take the chance and ignore the possibility? Both to keep customers from being pissed off and to be able to respond to media outlets that report dismal interest in the Watch because not enough people are lining up, Apple has an interest in controlling this.
 

andrewpturko

macrumors regular
Original poster
Apr 23, 2012
211
50
So..

Let me get this right.

1. They don't know yet if there will be stock in store on 4.24.15
2. At this point, "Launch" still means the first day that the Apple Watch will be delivered for those who ordered on 4.10.15?

Did they address some models were immediately 4-6 weeks time frame at 3:00:01 AM online?
It was more along the lines of "It could very well change.", vs "We don't know.". Also yes, I didn't think about that when posting, but he did mention some watches weren't immediately available at all due to supply constraints and the high quality control standards of the bands, esp the link bracelet.

----------

Can macrumors validate your claims if so, this is front page material
;)
 

technosix

macrumors 6502a
Jan 13, 2015
929
11
West Coast USA
I appreciate it, but let's be honest - that original email was needlessly long so I understood the criticisms. Nonetheless it did what I wanted it to do. Feedback matters, critical or not.
Kudos for your exemplary work!

While it can be said that Apple listens to their customers, often it's a matter of guessing the secret knock before they'll open the door.

Just because their email address is readily available and emails are screened, it still requires a compelling reason to receive consideration.

A long time Apple customer, I have a full appreciation for your significant accomplishment.

Cheers :)
 
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