iPad 2 Launch - A Complete CONSUMER Nightmare

[urkel]

I love how a few people, most seemingly from the tail end of the lines and who almost universally showed up to the event late, seem to think that their own bitter ranting defines the entire thing. Sorry, but the event was defined by the 1 million people who got their act together and procured an iPad. From the majority POV the launch was a rousing success.

"Got their act together"
"...almost universally showed up to the event late."
Seriously? You're knocking people for having jobs and not disrupting a companies workflow by skipping out on coworkers to stand in a mid day line for a product that has been in stock since 6AM? Sorry but thats not fair to blame the end users on this one.

Early morning releases enable users to stay in line all night if they want a product. But by choosing a 5PM launch (despite inventory being available for several hours) is all on Apple because it forces the CONSUMER (who is the subject of the thread) to either skip work or pay a homeless guy to hold their spot.

If they want to pretend they ran out of inventory then fine. But Blaming the hard working CONSUMER for problems created by Apple is messed up.

 

[Tones2]

Fair is fair. You get to the store. You wait. You score for being early and waiting. You don't for being too late.

And with the iPhone 4 it was 3 models and a heck of a lot smaller. Process, shipping and distribution should be smoother.

Don't get me wrong, I can understand feeling like the process could be better, but you talk like you haven't even begun to think about the other side of things.

Lots of logistics, thousands of workers and millions of people to think about.

There's also an overseas launch to take care of. A whole other can of worms to deal with. Not easy pleasing millions.

No, I have thought that through. Look at my actual suggestions. Agree or not agree, they address those specific points by limiting the number of models and retail outlets initially (to make it similar to the iPhone 4 launch), allowing for reserving product and preorders (none of which is specific to the iPad), etc. I'm basically using Apple's own iPhone 4 launch as a model of effectiveness. I'm NOT saying Apple sucks or even their past launch experience, just their SPECIFIC iPad 2 launch process.

Tony

 

[Rafterman]

You were not guaranteed a retailer would even have your particular version even if you were in the first 10 in line the first day (which happened to ME).

Actually, with Best Buy, you could tell what they had beforehand. I wanted a 64GB AT&T black unit, so before I went down there, I checked the website inventory page and that told me what store had what models ("available in store" or "unavailable"). That way, I knew that only two of the five stores in my area had that particualr 3G model available. I picked the quieter, out of the way store and after only one hour wait (got there at 4PM), I had what I wanted.

On a side note, that store (Hamburg NY near Buffalo) did a great job and had large inventory - 100+ units. They only allowed one unit purchase at a time to ensure everyone got one, then and only then did they allow seconds. It of course helped that even at 5PM, there were only about 50 people in line and every one got the unit they wanted.

A little pre-planning and some common sense helped in my instance.

 

[Krandor]

3) Allow people to RESERVE a product online for first day pickup. There is no down side to this - Apple still gets the line they want and the consumer is guaranteed that the result of their 5 hour wait is an actual product in their hands.

The downside for Apple is people who reserve and don't come and pick up their products while they have people in line with money in hand they could sell it to right then.

 

[Consultant]

FAIL. Could have ordered online.

 

[Tones2]

"Got their act together"
"...almost universally showed up to the event late."
Seriously? You're knocking people for having jobs and not disrupting a companies workflow by skipping out on coworkers to stand in a mid day line for a product that has been in stock since 6AM? Sorry but thats not fair to blame the end users on this one.

Early morning releases enable users to stay in line all night if they want a product. But by choosing a 5PM launch (despite inventory being available for several hours) is all on Apple because it forces the CONSUMER (who is the subject of the thread) to either skip work or pay a homeless guy to hold their spot.

If they want to pretend they ran out of inventory then fine. But Blaming the hard working CONSUMER for problems created by Apple is messed up.

Absolutely agree that a 5 PM launch is totally disruptive. I would have much prefered an 8 AM launch on any day of the week.

Tony

 

[Tones2]

The downside for Apple is people who reserve and don't come and pick up their products while they have people in line with money in hand they could sell it to right then.

I don't know for sure, but I'd guess that percentage is very small. From Apple's perspective, those will fly out the door the next day anyway.

Tony

 

[ovrlrd]

A post that started out good and then got jaded by personal opinion rather than someone with any mind of how to run a business.

Seriously, this rant was totally not worth reading. The iPad 2 launch might not have been perfect, but it is nowhere near as bad as you make it out to be, and nobody knows the exact reasons why Apple did things a certain way.

Sorry if you didn't get an iPad 2 at launch, or anyone else who didn't, but it's nearly impossible for Apple to keep up with demand at this point. Even if there were pre-orders they would have sold out almost instantly just like they did at 4am. Then you would have just been complaining about that.

Basically you were never planning on being happy, it was always going to be a "Consumer Nightmare" in your mind no matter what Apple did.

The suggestion to "make enough" before launch is simply not how things work. It's not like Apple went "oh yeah, demand is gonna be low, lets hold back on making as many as we need." No, I can assure you they worked with their suppliers day and night trying to secure as many iPads as they possibly could make before the launch. Even before iPad specs were finalized they were probably working out deals to start making certain parts.

Complete lack of understanding of the supply chain going on here. How long would they have to delay the iPad launch to get enough supplies make people happy? Probably half a year just to get enough for the kind of demand they are getting.

 

[Tones2]

A post that started out good and then got jaded by personal opinion rather than someone with any mind of how to run a business.

Seriously, this rant was totally not worth reading. The iPad 2 launch might not have been perfect, but it is nowhere near as bad as you make it out to be, and nobody knows the exact reasons why Apple did things a certain way.

Sorry if you didn't get an iPad 2 at launch, or anyone else who didn't, but it's nearly impossible for Apple to keep up with demand at this point. Even if there were pre-orders they would have sold out almost instantly just like they did at 4am. Then you would have just been complaining about that.

Basically you were never planning on being happy, it was always going to be a "Consumer Nightmare" in your mind no matter what Apple did.

Yep. I hate Apple. That's why I used their iPhone 4 launch as an example of a near perfect lauch process. And you're right, I do hate being happy. It's like you know me.

Tony

 

[redman042]

Let's put this in some perspective guys. People are furious at Apple because the world simply can't stand to wait to spend $500-900 on one of their products. Now, that's one helluva good problem for Apple to have.

It's almost like the same level of frustration you'd see at a soup kitchen if there wasn't enough food to go around to the hungry people standing in line. Except that this is a luxury device that will, within a month or two, be available everywhere.

Now, I'm not trying to dampen enthusiasm - I have plenty of it myself. I've got an order at B&H and another at Apple.com and will cancel whichever one doesn't go through first. So obviously I really want one too.

But the reality is that the demand is SO huge that Apple simply cannot economically afford to make enough all at once to satisfy demand. Electronics manufacturing simply doesn't work that way. They have to spread this out over some amount of time. Some people, a lot of people in fact, will have to wait.

Whatever system Apple uses will therefore leave people pissed off. So let's say they put together this extremely well thought out reservation ticket process. You get in a line that takes four hours and you finally get a reservation ticket that says "You are customer #2,524,811. Estimated availability: April 30, 2011". Are you going to be any less mad than you are now? And certainly Apple (and it's partner retailers) have some vested interest in getting you back to their stores over and over. They have other stuff there to sell too. You might just walk out with a Mac.

When the Xbox 360, Wii, PS3, etc. came out, it was the same story. Months of limited availability. Lots of mad consumers.

What are they going to do? They can't conjure iPads out of thin air, and no reservation system that doesn't put an iPad in your hands NOW is going to make you happy.

 

[vincenz]

You're asking for Apple to play favorites. Since when have they ever and why would they? It's not their fault demand is off the charts.

 

[JerseyBill]

Harry Potter v. iPad2

I am trying to think back on other "mass consumer" events where something is released on one long-awaited day and thousands gather to buy it at any time of the day or night. The only thing I can come up with is the Harry Potter novels. Now, a book is a lot easier to produce (physically) than an iPad2 but let's assume that one can generate a reasonable inventory of either.

I stood in line at midnight for each of the last 3 or 4 books in the series and always came home with the product. To not do so would be a disaster. The launch was certainly no less successful because everyone had a product to buy - and indeed more so because people went from "anticipation mode" to "consumer discussion mode" once everyone had the item. The buzz created from everyone having the item generated compounded sales - "this book / ipad2 is something you can't miss..."

If I couldn't easily get the object of this release event, I would develop a lot of bad will for the company responsible - because they are being irresponsible in not managing their business and supply chain better. These are not natural or divine laws we are dealing with - but simple business supply chain choices. And don't tell me that Apple mis-estimated demand. They have among the best business planners on the planet - because they need to manufacture to meet that demand at the end of the day...

This whole circus was intentional to generate buzz (even a negagive buzz helps they believe) and make demand seem like a lot more than it really is. People standing in line 5 times to buy one iPad makes for a lot of "apparent demand" - when only one item was purchased. Its a lie.

Like many contributors here, I would like to buy one this week and I did hit 3 stores (did not stand in lines) since release. I am getting madder by the day about being manipulated like this.

Unlike my MBP which I ordered by mail to get just the configuration I wanted, I hoped I could easily pop into a store to get my desired iPad configuration. Each day that goes by is making it more likely I will just hold onto my money and wait for the iPad3. Between my Verizon iPhone 4 and my Kindle, I currently have about 80% of an iPad anyway....

JZB

 

[Surf Monkey]

Seriously? You're knocking people for having jobs and not disrupting a companies workflow by skipping out on coworkers to stand in a mid day line for a product that has been in stock since 6AM? Sorry but thats not fair to blame the end users on this one.

No, I'm knocking people for acting like entitled jerks and then being whiny bitches when things don't go their way.

 

[Krandor]

It's not simply that. I understand what you're saying. The only gripe I have is when these stores open early, have people line up, and then tell them they have no stock. I am not buying that Apple's own retail stores have no idea when to expect shipments of certain products. If they have none in stock, it's really stupid to tell people you're opening early ONLY to sell that specific product, and then tell them it's out of stock. It's like a sick joke.

Was there ever anything official from Apple on all stores opening early or was it news sites reporting that because some stores said they were?

 

[gmans46]

ill be honest i have no sympathy for you. you waited in line at walmart what did you expect there not the ones getting the huge shipments in. IF you really wanted one you couldve made sure you went to a best buy or apple store where it was guarenteed. Im so sick of people bit<hing saying how bad the white looks I made an impulse decision at the store and got the white and am incredibly happy i did. Quit your whining if you didnt mind the wait so much like you were saying, you couldve ordered it at 8 in the morning and got it within 3-5 days.
Greg

 

[Tones2]

So let's say they put together this extremely well thought out reservation ticket process. You get in a line that takes four hours and you finally get a reservation ticket that says "You are customer #2,524,811. Estimated availability: April 30, 2011". Are you going to be any less mad than you are now? .

Reserve would be online like the iPhone 4 launch. You'd KNOW whether you'd had one or not. You would only wait in line if you KNEW you had one reserved.

Tony

 

[Krandor]

If I couldn't easily get the object of this release event, I would develop a lot of bad will for the company responsible - because they are being irresponsible in not managing their business and supply chain better. These are not natural or divine laws we are dealing with - but simple business supply chain choices. And don't tell me that Apple mis-estimated demand. They have among the best business planners on the planet - because they need to manufacture to meet that demand at the end of the day...

By that definition, Nintendo, Microsoft, and Sony all mismanaged the launches of their console.

Electronics are much more expensive to produce then books and products get "old" very quick. You cannot let electronics sit in a warehouse until you get 3 or 4 million units. The product will likely be outdated once you finally ship plus storage fees, etc just to store that many products.

 

[ovrlrd]

Yep. I hate Apple. That's why I used their iPhone 4 launch as an example of a near perfect lauch process. And you're right, I do hate being happy. It's like you know me.

Tony

I never said you hate Apple, just that you set yourself up for disappointment from the very moment you expecting things to go smoothly. Comparing one launch to another is not even close to fair, each launch has its own set of problems for each business, and each supplier along the chain. There is always unknowns and last minute holdups. They are simply things that nobody can predict. Even with the iPhone 4 launch there was plenty of problems with people not getting their deliveries when they were supposed to. No launch is ever 100% smooth. Apple can only hope for them to get smoothly.

The fact is your opinions have jaded you. I am not talking about your opinion of Apple as a company, I am talking about your opinion of how they should have handled the launch. You aren't Apple, you can't even begin to understand what they have to go through to make a launch work, and neither can I. The only thing I can say is that it is way more complex than you think and of course nothing is ever going to be perfect. Most companies can only dream of getting even close to the kind of launch that Apple does.

That is hardly a "Consumer Nightmare" as you seem to think it is.

 

[Carouser]

These are expensive items, and if people are waiting on line to purchase it....Apple practicing good business and customer service IS obligated to try to accomodate as much as they can, thats how you earn loyalty and continued success.

Apple is not obliged to do anything. If people do not feel they are getting value for their money then they will go elsewhere. You want your customer service/loyalty/success scenario to be true for this situation, but just because you want it doesn't make it so.

I never understood the mindset that forgives a million dollar organization of all their faults because, well hey, it's Apple. That is a sheep mentality.

I never understood the mindset that thinks Apple owes them something. If you don't like it, don't go. Plenty didn't.

It's okay to say they could had done a better job on this launch, because historically they HAVE done a better job.

When did they previously launch the iPad 2?

Lastly, and most controversially, I'm totally convinced more than ever that more than a few pepple in this forum are Apple planted. I have absolutely no basis for that accusation other than hoping that people can't be THAT brainwashed to think that one person making a few suggestions to improve a terrible process would be threatening to their Apple utopia.

Why don't you name names, then? You do know there's an ignore list, right? I have all the shills on mine.

Early morning releases enable users to stay in line all night if they want a product. But by choosing a 5PM launch (despite inventory being available for several hours) is all on Apple because it forces the CONSUMER (who is the subject of the thread) to either skip work or pay a homeless guy to hold their spot.

If they want to pretend they ran out of inventory then fine. But Blaming the hard working CONSUMER for problems created by Apple is messed up.

I blame the hard working consumer for being a total neckbeard who can't wait for his or her gadget. Apple didn't force anybody to do anything. Come on.

 

[Yebot]

To the original poster:

The only complete consumer nightmare is the one in your head.

 

[cocoseng]

While I do not believe the OP that Apple botched this or that this is even a poorly run launch - on the contrary, I think they have done quite a good job of giving people options - I do think the early adopters (Apple's bread and butter) were left a bit out in the cold compared to other launches. I think that speaks to Apple's market share and the mass-market nature of the iPad more than anything they did wrong. Just seems those who normally are the first on their block to get a new product from Cupertino had more competition from normal folks this time around and hence the anger.

Also want to point out a difference between the console launches and this one. Everyone who pre-ordered a 360, Wii or PS3 knew about when they would receive their item weeks in advance of launch. The lack of pre-orders definitely hurt for the launch of the iPad 2 because people were all lumped into one category - "first day buyers". That sets you up for discord.

 

[Surf Monkey]

I do think the early adopters (Apple's bread and butter) were left a bit out in the cold compared to other launches.

How so? This is on track to be the biggest single product launch in the history of the tech world. Seems to me that more early adopters got their hands on one than at any other similar event ever.

 

[urkel]

I blame the hard working consumer for being a total neckbeard who can't wait for his or her gadget. Apple didn't force anybody to do anything. Come on.

First off, you dont even know how to use the term "neckbeard" so every time you say it people are just rolling their eyes at you.

Secondly, theres a HUGE difference between "Waiting for a gadget" and "Waiting to hear availability".

Its proven in many threads that we are willing to spend 5hrs in line to "Wait for a gadget". But many people waited 5hrs in line just to end up getting rejected. Why? Apple is absolutely amazing when it comes to inventory and product tracking so theres zero chance that Apple is oblivious to their current inventory numbers or product arrival dates. IF Apple employees were given shipment information or Apple posted online stock availability then it would solve a lot of problems. But they are CHOOSING to keep consumers in the dark which is why the OP correctly refers to this as a nightmare.

 

[Surf Monkey]

But they are CHOOSING to keep consumers in the dark which is why the OP correctly refers to this as a nightmare.

You have no evidence to back up that statement.

Additionally, you're ignoring the fact that we all knew there was a chance we wouldn't get one going in... and if you didn't know that, it's on you, not Apple.

I mean, really. The argument that EVERYONE who lined up, no matter when they got there, should have gotten an iPad is absurd. It's flat out ridiculous.

 

[Krandor]

While I do not believe the OP that Apple botched this or that this is even a poorly run launch - on the contrary, I think they have done quite a good job of giving people options - I do think the early adopters (Apple's bread and butter) were left a bit out in the cold compared to other launches. I think that speaks to Apple's market share and the mass-market nature of the iPad more than anything they did wrong. Just seems those who normally are the first on their block to get a new product from Cupertino had more competition from normal folks this time around and hence the anger.
.

I think the issue here was the 18 models and this is the first time Apple has launched so many models at once. I think they learned and some processes will be improved next time and no, I don't think staggered release is the answer but better polling of the line or maybe separate lines for Wifi vs A&T vs Verizon.