Re: AUGD: Apple Eats Little Girl
Re: AUGD: Apple Eats Little Girl
- Subject: Re: AUGD: Apple Eats Little Girl
- From: Anthony Caruana - President iMug <email@hidden>
- Date: Mon, 17 Apr 2006 22:03:42 +1000
- Thread-topic: AUGD: Apple Eats Little Girl
Sorry Matt
I guess we'll just have to agree to disagree.
If Apple doesn't want feedback then they need to make that crystal clear. I
just visited the Apple feedback legal terms and conditions page found on the
link at http://www.apple.com/feedback/. It is not designed for a 9 year old
to read. In fact, I wouldn't agree to it without my lawyer reviewing it.
Also, if I recall correctly, the child in question did send the letter to
Steve Jobs and not some anonymous address.
I agree that boiler plate responses are appropriate in some places. But when
someone sends the CEO a handwritten letter the company in question should do
better. Also, it was obvious that this came from a child.
Why couldn't the response letter have said :
Dear Shay
Thanks for making the effort to contact Apple Computer and making a
suggestion on how we could improve the iPod.
Unfortunately, Apple is unable act on your suggestion as we have a policy of
not directly responding to unsolicited suggestions. This is because the
legal standing of these suggestions can put our product development at risk.
However, we're really glad you like your iPod so much and hope that continue
to be a happy Apple customer for many years to come.
With thanks
Apple Computer
The kid would have been happy that her letter was received, there was a
plain English explanation of why they couldn't do anything with the
suggestion and she was thanked for caring enough to send a letter.
It could still be boilerplate. All they need to do is mail merge the name
and product and it'd be a lot more friendly.
This isn't a big deal but why can't Apple learn to be a little more "warm
and fuzzy" when dealing with people.
On 17/4/06 8:38 PM, "email@hidden" <email@hidden> wrote:
>
> On 17 Apr 2006, at 10:56, Amaya Gergoff wrote:
>
>> I agree with Anthony.
>>
>> Apple has many links on their websites and others like newsletters
>> inviting us to send feedback to them, so are we, the ones who take
>> their invitation, kind of different from those who use other
>> channels to send them some feedback (ideas, improvements, bugs
>> report, etc)?.
>>
>> I can guess about legal "considerations" about what would happen if
>> Apple like one of my ideas and use them, so I have asked them
>> through the feedback option about having the Calendar option on
>> iPhoto, now iPhoto have calendars, should I have to be "paid" by
>> Apple for this???!!!!, I guess not, shouldn't have to suggest to
>> Apple on this because of that, I guess not, shouldn't Apple put
>> calendars on iPhoto because someone asked for it, I guess not,
>> maybe they can probe that they have the idea before I sent the
>> request, but that is not the point.
>>
>> And if that kid is smart enough to suggest Apple some
>> "revolutionary" ideas maybe Apple should talk with her.
>
> So do we all agree to a $10 hike in prices? Because Apple will need
> to deal with every single unsolicited idea that comes through the
> system in a kind, caring manner. And can you estimate how many emails
> they get every day to email@hidden? And how many letters?
>
> And to deal with every single one in the manner you describe will
> cost a fortune.
>
> Of course, this is a fairy tale - Apple would be STUPID to give each
> and every email that sort of consideration
>
>> That kid should received the same Thanks for contacting us note
>> that I received from the feedback page, and I guess she would be
>> happy, and them two things could happen, the ideas be just plain
>> ideas like the calendars on iPhoto, or great ideas and in that
>> case, if necessary Apple will love to have that kind of input and
>> talk with whoever it should.
>>
>> I hope the meeting after this improve the way you ask for feedback
>> and received response from the Asker.
>
> I believe she received the standard "thanks for contacting us but we
> don't accept unsolicited suggestions" letter which everyone I know
> (who has sent a letter) has received. Which is exactly what was
> reported by AppleInsider.
>
> I guess it's time to move on. Some people need a dose of reality.
> Crying foul at boilerplate is simply stupid. The difference here is
> the PR coup and the desire to get attention coupled with the
> "entitlement syndrome".
>
> M
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Anthony Caruana
President - iMug
email@hidden
www.imug.com.au
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