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« Good call Apple, to give free cases and allow total refunds on returns to Sept 30 | Main | So the Reality Check on Apple's iPhone Complaints Numbers and Dropped Calls »

July 19, 2010

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Comments

em

Yes,

I think even the lousiest sales guy and PR person knows that NEVER EVER bash your competitors or their products. Only tell about the good features of YOUR product.

And if you make a mistake, admit that, say sorry and fix the problem. The reason is what you say here. The goal is to kill the bad news from spreading. Apple admitted but didn't say sorry loud enough, partially fixed the problem with the free case, but then made a comparison. It is good to compare your products to competitors, but very, really unprofessional to do that in public.

This "Antennagate" will be a very famous case study how NOT to handle your product complaints and it will probably last years in the textbooks.

Carlos

Hello Tomi

There's one thing I don´t understand. If someone has an iPhone 4 and wants to return it, what happens with the ATT contract? Maybe the contract will dissuade people from returning the phone?

I remember that here in Spain Telefonica decided to increase the tariff (it passed from billing seconds to billing minutes) and when people complained and wanted to cancel contract, Telefonica said that Ok, but you have to pay the subsided phone.

Enyibinakata

Tomi,

Why did Apple go with such radical design? Did an attempt to sidestep Nokias antenna patent influence this crazy decision?

Less the Best

This whole episode really made me wonder if publicity have been too good for Apple. I mean that they really thought their version will be the mainstream news like always before.

I remember Steve Jobs comparing iPhone's browser and Nokia (was it N95's) browser showing them side by side. It was clear that iPhone outperformed Nokia ...

Then later I read that Nokia's browser was showing also Flash content and it could be seen in Steve's comparison ... But no-one really cared. It was just footnote even I still remember the that iPhone was the fastest.

This is the way Apple has been spinning the tech-media in details ... and maybe they really believed that they still can.

Teemu

Tomi,

you talked about people taking the iPhone 4 for a test drive for three months and then returning it by September 30th. However the right to return the phone is only available for 30 days from the date of purchase, not for three months as you can see here: http://www.pcworld.com/article/201283/apple_iphone_4s_not_perfect_take_a_free_case_or_full_refund.html

So the people who bought the iPhone 4 at release will have to return it soon and use a spare phone for a couple of months while they wait for a hardware revision that has not been officially announced. I don't think many will take a gamble like that.

There have been rumors of course that the phone has already been revised to some extent http://www.mcvuk.com/news/39984/Has-Apple-quietly-redesigned-the-iPhone-4 but I haven't seen a confirmation. The September 30th date that you keep talking about is the deadline for the free bumper program not for the refunds which is 30 days from the date of purchase.

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