Scoble states the obvious

January 2, 2007

Robert Scoble reports on his son’s issues with his MacBook. Without sounding condescending to Scoble, issues with Mac products are hardly new, indeed his mate Dave Winer has been highlighting similar issues for months.

If I were Apple I?¢‚Ǩ‚Ñ¢d take care of these problems better. You?¢‚Ǩ‚Ñ¢re pissing off your best customers (and, up to yesterday, your most loyal)…Not a single email from an Apple employee. Is anyone from Apple listening? Does anyone care?

Well obviously no, at least those that count. And appealing to the MSM to cover the issues when many of the tech journalists are leading Mac users and advocates is a lost cause. Apple has always broken all the rules in what is does, particularly as history knows in its innovation and introduction of new product, but it’s always broken the rules on customer service and care as well. The bigger they get, the more dodgy their product becomes, and indeed point of production quality screening in their Chinese factories (which aren’t sweat shops apparently) has well and truly gone down the gurgler. Since “tipping point” has become a well used phrase amongst the A-List lately (Google, Blogs and others to name a few), the question then becomes is when is Apple’s Tipping Point? How many dodgy products and angry customers do they need to have until they either start fixing their problems or alternatively are justifiably crucified by the press? If these problems were repeated by any other company the press would be all over this, and the blogosphere as well, as indeed it was only fairly recently with Jeff Jarvis and Dell.

Did I just hear a whinning noise from a nearby iPod Nano Gen 2? Every dog has its day. Lets hope Apple will soon as well.

3 responses to Scoble states the obvious

  1. Duncan,

    I love the new look. It’s clean, uncluttered and inviting. By the way, I wish I had thought of the line “blogging is not a spectator sport.” It’s a great tag line.

  2. What exactly would you have the “MSM” cover? What editor is going to leap up with excitement at the idea of the story “some computers break down, need repair”?

    Or “blogger’s son has broken computer”? Wow, that’ll get some breakfast-table discussion going. Much more than wars in faraway countries, I’ll betcha.

    The reason the MSM doesn’t cover stuff like this, unless there’s more than anecdotal evidence (which needs to be more than a few people having hassles) is that it has no resonance for the man or woman in the street. They don’t have a MacBook. They have a Windows machine. They really don’t care. When lots of iPods’ hard drives die, ah, then it becomes something perhaps worth writing about. (The Guardian – http://www.guardian.co.uk – where I work did something on precisely this in its money section – add /money to that url.) When the much-vaunted iPod nano proved to be a scratch magnet, the news impulse was enough to make it a story. Had it been a couple of months later, you’d probably not have seen the same interest.

    Dave Winer not receiving an email from Apple is not, believe me, going to excite any editor. First, who’s he to the average newspaper/website reader? Second, why does he merit special treatment above anyone else with a blog, or indeed a pulse? Those points need to be explained, and made interesting, in the very first sentence of the story. Else you’re spikefood, and a story about a lost puppy gets used instead.

    But bloggers’ hard drives – save me. You’ve never seen disdain until you’ve tried to sell a completely lame story like that to a hard-bitten, world-weary newsdesk editor.

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  1. Bad PR for Dell but not for Apple? « Scobleizer - Tech Geek Blogger - January 2, 2007

    […] Duncan Riley reminded me again that the press treats Apple differently than it treats Dell and other companies. Why is that? Is it because Apple gives exclusives to mainstream press and won’t even talk to bloggers? […]