Someone mentioned an iPhone release where Apple dropped the price. What happened with people who'd already bought one.
Heh. What happened is that there was an online riot, the only one I've ever seen overtake Apple's own forums.
I was a contributor to the official Apple Help forum at that time. Now, you have to understand that Apple deletes posts they deem too critical. They say it interferes with people giving each other help.
Anyway, two months after the iPhone came out, sales were already dropping. So they dumped the 4GB model altogether, and lowered the price of the 8GB model by 1/3... a $200 discount... which inflamed a lot of early adopters who felt that they had supported Apple with their new phone, but Apple had dumped on them in return.
The Apple forum
began to explode with angry posts. Apple, as usual, went into full 1984 delete mode and dumped them into the memory hole as quickly as they could. I personally watched hundreds of furious posts get deleted, and I would not be surprised if the number was easily into the thousands.
However, it soon became clear that there was no way for the moderators to keep up with the angry in-flow of posts... so eventually they simply gave up and let everyone vent freely. I've never seen anything like it on the Apple forums, before or since.
The next day Jobs issued a statement. First he excused their actions by saying that this was "
life in the technology lane". But then he manned up and said, "
We need to do a better job taking care of our early iPhone customers as we aggressively go after new ones with a lower price. "Our early customers trusted us, and we must live up to that trust with our actions in moments like these."
He then gave two solutions:
1) People who had bought one in the past two weeks could return it, minus a 10% ($60+) restocking fee.
2) Accept a $100 store credit, which was a clever way of getting people to come back and spend more money.
I don't think Apple will repeat the same mistake.