Re: AUGD: Re: Apple Eats Little Girl
Re: AUGD: Re: Apple Eats Little Girl
- Subject: Re: AUGD: Re: Apple Eats Little Girl
- From: email@hidden
- Date: Tue, 18 Apr 2006 09:21:25 +0100
On 18 Apr 2006, at 02:30, List Account wrote:
I am amazed at some of the callous responses I have read on this
list to this incident.
Callous? Where?
Any legal system that creates a situation where refusal to accept
letters from customers is the norm is good for nobody. Corporates
learn less about what customers want and may even find their
products create new markets for others to profit from (eg iPod
Accessories) rather then they themselves; customers feel ignored
and unvalued, they don't feel respected, and as a result will be
less likely to pass on any good news about Apple.
I think you've totally misunderstood the situation.
Apple asks for feedback and they have people who deal with the
feedback. This comes in many ways - from Resellers and Service
Providers, from their Developers and from their customers through
various channels.
They collect the data and process it. What they don't do is respond
to the various forms of feedback because the feedback that Apple gets
is not always useful, constructive or even comprehensible.
This girl got a response, probably because she pestered. The response
was not rude. It was boilerplate. It's a standard legal letter. It
wasn't callous though it may have been impersonal.
Apple has a policy of not accepting unsolicited suggestions. They
have, however, broken with this rule when the idea is really really
good. This time, with this customer, it wasn't evidently good enough.
Is this Apple's fault?
As for the suggestion that Apple needs to think different?
Go and look at Dell's web site and try and get meaningful response
from them. Go to Microsoft and notice how happy they are to peak to
you as long as they have your credit card number.
Now put this to bed. Apple is a company that cares more than most.
They are always at the top of customer service surveys and they make
products we want to use.
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