My Letter to Apple.
Dear Apple,
I have been a loyal Apple customer since I purchased my iPhone 3G in 2008. Over the years, I have had several issues, most of which I had resolved by booking in an appointment at the Genius Bar. However, as the years have progressed, I have found members of Apple’s staff, in general, unhelpful and relatively incompetent.
For a few years now I have contemplated switching from an Apple to an Android device. However, being the proud owner of several iPhones, iPods, iPads, iPad minis, and a MacbookPro; my brand loyalty had caused me to purchase yet another iPhone. My most recent visit to the Apple Store however, was the final straw.
I arrived for my appointment 15 minutes early, and was told I was too early, and to come back. I then returned at exactly 1:30pm (the time of my appointment), and had to wait another 15 minutes before actually being seen. It was shortly after this that I realised that I knew more about the iPhone device, Apple, and technology in general, than the “Genius” who was “helping” me. I explained that my device constantly freezes and that there is a “bubble” under the glass screen. The gentleman tried several times to run a diagnostics check, to no avail. As if this wasn’t proof enough that there was something wrong with the phone, he advised that we restore the iPhone and update the software (despite my software being up to date). He then, without showing anything, asked if I wanted to book my iPhone screen in for repair. I proceeded to tell him there was absolutely no point in me repairing my screen if the iPhone I had was still experiencing the same technical issues. I asked him to run the diagnostics check again, to see if his software restoration solution had worked. Turns out it hadn’t. At this point the “Genius” offered to replace my device at the cost of the screen. I hesistantingly obliged, knowing that this would be the best I would get out of Apple. At the same time I could not help but feel hard done by, since I was having to pay for something that was not the original issue with the device. However, I have realised that Apple prey on the lack of tech-savvyness of their consumers, fobbing the majority of them off by simply “restoring” their iPhones, and pretending to fix their problems.
For the above reasons, this will be the last iDevice that I purchase. Which is a shame, because I have spent the last 8 years advertising Apple to my friends and colleagues, “converting” them all to the “dark-side”. Never again. I actually have my eyes on the Google Nexus 6P, which looks like a far better device, and which is also a lot less restriced than the iPhone.
Yours sincerely,
Raza.
PS: I know noone will probably read this and that I am wasting my time, but it is feedback like this that I hope will make a difference to the expectations of consumers, and the standards of producers. For this reason I will be publishing this online for people to see. I have put the time into it afterall.