iPad 2 Launch - A Complete CONSUMER Nightmare

[cocoseng]

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.

I thought I explained it clearly, but actually did not now that I review . What I meant by that the demand actually placed typical "early adopters" in a place where they were competing with folks who normally take a "wait and see" approach on day one. I think your point about sales actually underscores my statement. It's not that a lot of people haven't gotten it, it's that some of the loud, loyal minority that usually bank on getting it, don't mind standing in line or pre-order weeks in advance have not... hence the thread.

 

[Tones2]

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.

My primary point is that Apple had a reasonably successful launch with the iPhone 4. They had several things that they did NEW to the process for the iPhone 4 and they mostly worked. Yeah, it wasn't perfect, but it was pretty good for such a major launch.

For some reason, they choose NOT to do the same things for the iPad launch - I mean, to not even TRY to do repeat there success seems confusing to me. And for the most part, it's gone terribly. Yes, they probably underestimated the demand - but that still was no reason not to attempt to repeat a succesful process from the start. An online reserve system I know would have worked better. I THINK some of my other ideas would also have worked - maybe not, but as I stated many times in this thread, it's just my OPINION. You guys need to relax.

And as I said, my post was not so much out of my OWN frustration as I ordered online and it's not a big deal to wait. It was more about seeing the frustration of OTHERS on this forum.

Tony

 

[Surf Monkey]

And for the most part, it's gone terribly.

Utter and complete hogwash.

 

[DougFNJ]

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

Count me as one that didn't, I was at work. The mindset isn't Apple owes me, that makes it sound like I am seeking a handout. My point that I notice you didn't quote is, if I am handing THEM more than $500 of my hard earned dollars, then I am buying the product, AND the company that stands behind that product. Some (including myself) are feeling the launch could had been done better by Apple, why are YOU taking offense to this?

When did they previously launch the iPad 2?

Is this the first MAJOR product launch Apple has conducted? Was there nothing to go by historically on how to handle one? Is the idea of a product selling well foreign to them that they had no idea how to handle it?

 

[DN7335]

Interesting discussion. I think we all could (mostly) agree that the Target and Walmart launches were less than perfect. The employees were not well trained at all and even the managers weren't sure what the deal was. I went by a Target first and was met with blank stares when I asked at Customer Service where the launch line is forming. Called on the radio to two managers and finallly one said they start selling at 5 but no other plans (i.e. queue, ticketing system, stock levels etc). I was able to find the girl who works at the electronics desk eventually and to her credit, she went and checked the stock of what they had and it turned out they didn't have the model that I wanted (this Target only had white iPad2s). If she hadn't done this for me I would have probably waited in line for a couple of hours to discover that they didn't have what I wanted, there should be a better system when there are so many models available. Luckily, I was able to get over to Best Buy and get in line and get the one I wanted, they let everyone know the stock levels at 4:30. They also limited to one per person so that everyone would have a better chance of getting one who was standing in line.

Don't even get me started about Walmart. Went there later that evening to check on different colored covers and I couldn't find anyone (talked to three employees and one manager) who knew anything at all about the iPad. One guy (in the electronics dept) told me "uh I don't think we sell those things..."

 

[Jamie37211]

I stood the line at the Apple Store in Nashville on Friday and got exactly what I wanted - 2 iPads. During the 3.5 hours that I waited before launch at 5, I chatted and joked with folks in line around me, discussed what models we were getting, etc. Also talked and joked with the Apple store employees as they made their rounds. All in all, it was a great "Launch Day Line" experience for me because I and the folks around me made it that way, and the Apple employees seemed to have the situation well in hand. It worked out well for all of us.

I'd wager that it would have been a completely different experience had you been in line around me, OP. I am sure you were a joy to be around in whatever line you were in. Make suggestions all you want but, as one poster already pointed out, no two releases are handled the same - so many factors come to bear, and not all of them are predictable.

As I said, I bought two that day - one for me and another for my wife. If you'd been there and given me grief about buying my wife, who doesn't have paid time off to use like I did, an iPad...well, I would've been...cross. That's likely the best way to put it in a public forum.

Moral: be there early, be ready for the possibility that things might not go your way and make the most of the experience. And as my brother is fond of saying: "Acknowledge, move on and don't whine about it"

 

[Surf Monkey]

When did they previously launch the iPad 2?

Is this the first MAJOR product launch Apple has conducted? Was there nothing to go by historically on how to handle one?

You make the entirely faulty assumption that all factors between various launches are equal. The truth of the matter is that none of us know what motivated Apple to handle this one the way they did. Maybe it was a marketing ploy or maybe it was a supply issue or maybe it was a matter of hitting a specific date in order to get the jump on other tablets that are coming out soon or maybe it was something that none of us have even thought of. No matter what it was, there's no way for any of us to credibly pontificate about what Apple should or should not have done.

 

[Krandor]

Is this the first MAJOR product launch Apple has conducted? Was there nothing to go by historically on how to handle one? Is the idea of a product selling well foreign to them that they had no idea how to handle it?

It was their first launch of 18 products on the same day. That makes a HUGE difference.

 

[blueroom]

Stand your ground OP, don't buy one. That'll show Apple. It also makes one more available for me

 

[mullman]

Y, let's all get angry at Apple.
For weeks the blogosphere kept saying this would just be a minor update and nothing earth-shattering.
No one could have predicted such crazy demand, it is just a big iPod Touch, right?!

Otherwise we now have 18 SKUs, a logistic nightmare in a one country launch, let alone multiple.

FWIW, I stopped at Best Buy during lunch and picked up an orange smart-cover. I had not seen the white iPad 2 which was on display, so I took a minute and was glancing it over during which two sales guys came over and asked if I would be interested to get on the iPad 2 waitlist.
I thankfully declined, explaining that I bought one last Friday.
Just out of curiousity I asked if they had any Xoom units in stock, and he said they had plenty.
Then he quipped that he is yet to see anyone actually purchase one.

 

[Carouser]

many people waited 5hrs in line just to end up getting rejected. . . . 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.

If people show up to a store with unknown availability when there is huge demand, it's not Apple's fault if those people leave empty-handed. If availability is unknown, it's the consumer who is willingly taking the risk.

My point that I notice you didn't quote is, if I am handing THEM more than $500 of my hard earned dollars, then I am buying the product, AND the company that stands behind that product. Some (including myself) are feeling the launch could had been done better by Apple, why are YOU taking offense to this?

Oh come on. I didn't quote it, but I addressed it. It's your choice to hand them $500. If you don't like what they are offering for $500, which includes your experience of the company, it's your prerogative to not make the transaction. It's foolish to say "I paid a bunch of money, you owe me things you never promised or beyond the terms of sale". I get that you feel the launch could have been done better; my point is your feelings don't entitle you to anything.

 

[Tones2]

I stood the line at the Apple Store in Nashville on Friday and got exactly what I wanted - 2 iPads. During the 3.5 hours that I waited before launch at 5, I chatted and joked with folks in line around me, discussed what models we were getting, etc. Also talked and joked with the Apple store employees as they made their rounds. All in all, it was a great "Launch Day Line" experience for me because I and the folks around me made it that way, and the Apple employees seemed to have the situation well in hand. It worked out well for all of us.

I'd wager that it would have been a completely different experience had you been in line around me, OP. I am sure you were a joy to be around in whatever line you were in. Make suggestions all you want but, as one poster already pointed out, no two releases are handled the same - so many factors come to bear, and not all of them are predictable.

As I said, I bought two that day - one for me and another for my wife. If you'd been there and given me grief about buying my wife, who doesn't have paid time off to use like I did, an iPad...well, I would've been...cross. That's likely the best way to put it in a public forum.

Moral: be there early, be ready for the possibility that things might not go your way and make the most of the experience. And as my brother is fond of saying: "Acknowledge, move on and don't whine about it"

Do you understand the word OPINION? You have a different one, as well as a different launch day experience. State it - that's fine. No reason not to be civil though.

I'd guess though that if you waited in line 5 hours in 35 degree weather and then did NOT get one, your opinion would b e slightly different. That did NOT happen to you OR to me, but it did happen to many.

If I was next to you in line, you'd probably think I was great and I you. The internet's a faceless thing and people come across differently then even their intent most of the time, where you ARE you're opinion itself rather than an actual human being.

Tony

 

[realtycoon]

It seems like Apple replicated the CANADIAN iPhone 4 launch for the iPad 2 launch.
When iPhone 4 was launched in Canada, there were no reservations, no pre-orders, massive lines, scalpers, exporters etc. Heck, even today, it's still difficult to get an iPhone 4 in Canada (unless you are buying outright).
The whole iPhone 4 experience in Canada seems to be repeated in the USA with the iPad 2.
I don't understand why Apple can't have a reservation system, pre-ordering etc. in place for the iPad 2.
I hope the Canadian launch is nowhere near as bad as the iPhone 4 Canadian launch but, given it's Apple, I expect to be dissapointed.

 

[Tones2]

You make the entirely faulty assumption that all factors between various launches are equal. The truth of the matter is that none of us know what motivated Apple to handle this one the way they did. Maybe it was a marketing ploy or maybe it was a supply issue or maybe it was a matter of hitting a specific date in order to get the jump on other tablets that are coming out soon or maybe it was something that none of us have even thought of. No matter what it was, there's no way for any of us to credibly pontificate about what Apple should or should not have done.

But there's no reason not to state one's OPINION on the actual RESULT of that process and make suggestions for change. That's called consumer INPUT. I'm not sure why so many people here are afraid of it. Go ahead and present counter-arguments on the specific RESULTS of the launch process if you disagree (as some people have done above), that's fine, but don't just say whatever Apple does is always 100% correct. Think a little beyond that.

Tony

 

[Carouser]

But there's no reason not to state one's OPINION on the actual RESULT of that process and make suggestions for change. That's called consumer INPUT. I'm not sure why so many people here are afraid of it.

Because MacRumors isn't Apple and is the wrong place for input? Nobody here can fix your problems for you. (Also, people aren't afraid of it, they're tired of it.)

 

[wrenhunter]

I agree with a lot of the OP's original points, but not the title. It has sucked for some consumers (e.g. me) who did not get an Ipad, but it's not a "complete nightmare".

OTOH, it is funny to read all the posts by people who bought two (i.e. got what they wanted) calling the OP a whiny bitch.

You have no evidence to back up that statement.

Every Boston area store I've spoken to, in person or on the phone, has no specific information about iPad availability in general, much less specific models, dates, and times. Ditto for the store pages on the Apple website, and recorded messages on store voicemail. These forums are rife with similar reports from other locations.

This for me is the worst aspect of the launch. OK, demand outstripped supply. That happens. So if you don't have any more, just tell me and I'll check back in April. If you do, tell me when they're coming in. Even the friggin' UPS can track a package.

 

[Surf Monkey]

Every Boston area store I've spoken to, in person or on the phone, has no specific information about iPad availability in general, much less specific models, dates, and times. Ditto for the store pages on the Apple website, and recorded messages on store voicemail. These forums are rife with similar reports from other locations.

None of that constitutes evidence to back up your assertion that information is being held back. Stores can't tell you what they don't know themselves. They're not mind readers.

 

[rdstoll]

Apple does all of this on purpose. The longer the lines and the higher the frenzy by Apple fanboys the more sideline consumers come over to play "me too". The company has done a miraculous job goading consumes into buying stuff the don't need for so long but the Apple lapdogs can't ever get enough.

 

[Tones2]

Because MacRumors isn't Apple and is the wrong place for input? Nobody here can fix your problems for you. (Also, people aren't afraid of it, they're tired of it.)

Huh? Who's expecting a fix? It's just forum banter, like 90% of the rest of the banter here, both positive and negative. Nothing said in these forums REALLY matters to anyone at Apple or even anyone outside this forum. So why post anything? What's the point again?

Tony

 

[cocoseng]

If people show up to a store with unknown availability when there is huge demand, it's not Apple's fault if those people leave empty-handed. If availability is unknown, it's the consumer who is willingly taking the risk.

I am going refute this a bit. I have worked in the headquarters of a global consumer product company with its own retail stores and a whole sale business, similar to Apple's. From a retail standpoint, the #1 rule is do not let your customers leave empty handed. If inventory is "unknown" as you suggest that is a retail mistake, not a consumer mistake. Consumers have a multitude of ways and reasons for coming to your store, so it is your job to know what you have, know generally what you will have and guide your consumer accordingly.

Now, it is my understanding that Apple stores have been generally great about letting people know when to come in and when not to, but as another poster pointed out, your wholesale partners (BB, Target, etc.) need to have access to similar information as they are the face of your customer service and brand as well. Seems like this may be where there was a miss.

 

[Sdevante]

I stood the line at the Apple Store in Nashville on Friday and got exactly what I wanted - 2 iPads. During the 3.5 hours that I waited before launch at 5, I chatted and joked with folks in line around me, discussed what models we were getting, etc. Also talked and joked with the Apple store employees as they made their rounds. All in all, it was a great "Launch Day Line" experience for me because I and the folks around me made it that way, and the Apple employees seemed to have the situation well in hand. It worked out well for all of us.

I'd wager that it would have been a completely different experience had you been in line around me, OP. I am sure you were a joy to be around in whatever line you were in. Make suggestions all you want but, as one poster already pointed out, no two releases are handled the same - so many factors come to bear, and not all of them are predictable.

As I said, I bought two that day - one for me and another for my wife. If you'd been there and given me grief about buying my wife, who doesn't have paid time off to use like I did, an iPad...well, I would've been...cross. That's likely the best way to put it in a public forum.

Moral: be there early, be ready for the possibility that things might not go your way and make the most of the experience. And as my brother is fond of saying: "Acknowledge, move on and don't whine about it"

Also in Nashville line for 3.5 hours and chatted and joked... probably with you. Lol. Thought it was cool that they brought around Vitamin Water, Teavana tea, Godiva chocolate, etc.

I wouldn't want to do it every launch, but every once in a while, it was a fun experience.

 

[mullman]

Apple does all of this on purpose. The longer the lines and the higher the frenzy by Apple fanboys the more sideline consumers come over to play "me too". The company has done a miraculous job goading consumes into buying stuff the don't need for so long but the Apple lapdogs can't ever get enough.

With launch weekend sales estimates being 400,000-500,000 on the low end to ~1M on the very high end, how many units would you expect a company to have ready?

Has any consumer electronic item sold 500,000 units in 2.5 days?

 

[alan111]

I completely agree with the OP.
Very good and valid points. I would even think that it is enough to turn off even a new Apple customer.

 

[TJRiver]

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

Right on! This little toy is just that, a &%#$ing TOY. Be thankful that you live in a country where the inability to buy the latest, newest toy within days of its release is your biggest problem.

Have any of you people watched the news lately?????:

 

[Jamie37211]

Also in Nashville line for 3.5 hours and chatted and joked... probably with you. Lol. Thought it was cool that they brought around Vitamin Water, Teavana tea, Godiva chocolate, etc.

I wouldn't want to do it every launch, but every once in a while, it was a fun experience.

Ha! That's funny. I was around 100th in line, right in front of BeBe...were you there too? Closer/further away? I was surrounded by a group of pretty cool folks that took the whole thing with a sense of humor.