brianstorms

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Why Did Apple Cut the Q&A?

I was impressed by the Jobs presentation on the iPhone 4 controversy. However, he mentioned Apple's transparency in his talk and then the company chose not to be fully transparent with the video. If Apple truly wants to be fully transparent, then the video of the press conference should have included the Q&A session as well as the Jobs presentation. As it is, the video abruptly ends with Jobs inviting two of his colleagues up on the stage saying "... and we're going to try to answer your ques---". Mid-sentence! What was Apple thinking by cutting it there? They should have provided the full video, blemishes and all, rather than deny that there was a Q&A or imply it was not worthy of public consumption (it's clear that's what Apple thinks of the media, but that's another matter.) Offering the full video would have qualified the event, more particularly, the recording of the event, as an actual press conference. As it is, all outsiders got to see was for all intents and purposes the latest Jobs keynote. That is not being transparent.

Since the big phrase of the day is "hard data", here's some hard data. After watching the video, I reached for my beat-up, scratched, dented, but still chugging away iPhone, er, iPhone 2007 edition, the original one, 8GB, and noted that the cellular signal strength was indicated as five bars. I then held the phone in a different way, and watched as the signal fell to two bars. I then released this particular kind of grip and held it more delicately with two fingers, one on each side. The signal went back to five bars.

Oh, and another thing... Everyone gobbled up Jobs' 0.55% quote and the media faithfully reguritated it, but I am left wondering: 0.55% of customers called AppleCare. Okay, sounds swell. But how many contacted Apple in some other way? What is the TOTAL percentage of customers complaining out of the three million total customers? How many just called the local Apple store they bought it from? How many bought it from AT&T, or BestBuy, and complained there? How many went back to their local Apple Store and complained to the Genius Bar? When you add up all the complaints, is it more than 0.55% of 3 million? I bet it is. Maybe not by much, but I bet by > 2x. If I'd bought an iPhone 4 (which I have not) and found problems, I would have gone back to the store, not called AppleCare. I bet lots of people did just that. But Apple has not, to my knowledge, disclosed those figures.

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