Apple apologizes and compensates for MobileMe downtime and their loose definition of “push.”
Jason Fried wrote this on Jul 16 2008
There are24 comments.
Daniel
on 16 Jul 08
Not only have they suffered from the above they have also been able to charge for a full year for those who signed up for a “Free trial”.
They have a lot to explain, I’m awaiting a reply of my claim to have the fee annulled.
Quite frankly, I’m very a dissappoint with MobileMe. It is bate and switch in my opinion.
Jay
on 16 Jul 08
I think they did a good job with the email — which is unusual to see this kind of response from Apple. Clearly they are covering themselves over additional complaints regarding the push definition and the downtime experienced but I think this does a good job of responding to the masses.
This is again Apple saying “Look at this amazingly wonderful feature rich application we’ve developed that is flawless” when in reality it’s just another app that kind-of works.\
Why?
on 16 Jul 08
Does anyone understand why, of all things, they are not able to deliver push from the desktop apps? It seems to me like that should be the easiest environment in which to implement features (any features). What’s the issue? I don’t get it…?
Andrew
on 16 Jul 08
Wow. This is probably the second time Apple has EVER apologized and attempted to compensate the customers for it (first time being when they lowered the price of the first iPhone right after it came out).
Apple should stop over promising and under delivering, as well as be a little more upfront with their customers when an issue arises, rather than pushing it under the rug like they normally do.
At least when MS releases a new product like this, they put the “Beta” tag on it and don’t even charge for it initially.
It’s pleasing that apple actually ‘fessed up here.
But I wish apple would also face up to their other, less high profile, problems …such as the one with the new LED backlit MacBook Pros (which still annoys me daily).
Hans
on 16 Jul 08
Yes indeed, they charged for “Free trial”, 121EUR in my case. Still waiting for refund and apologize.. that really sucks.
Odd – when did you receive this e-mail? Maybe they are still batch processing them, but I was a .mac customer who went through the transition and haven’t received anything in my inbox…
As for the lack of push on the desktop – that was a bit disappointing – but I wonder if it was attached to some of the launch problems. They demo’d true push and called mobileme “exchange for the rest of us” – so it seems to me like something they just weren’t able to implement at launch as opposed to a plan to mislead us all like some have been grumbling about.
Charging 121EUR for a ‘free trial’ is pretty unconscionable. That’s as bas as the Dreamhost billing system screwup.
Keith
on 16 Jul 08
I am not certain why there is such outrage over this. It’s technology! If you’re not planning for problems with your services you’re as dumb as you are naive. Things happen.
On top of that, Apple compensated people for their problems.
MobileMe is also quite cheap for what it does. A year is $99 USD for quite a few features and lots of storage. So this indignant rage over a migration to a new platform and suite of tools comes off petty.
I’m no Apple apologist because I think they’ve been kind of slimey about fixing hardware issues on their products. This is an instance though where they’ve done everything they can and, at least in my opinion, are taking appropriate corrective steps.
long time listener - repeat caller
on 16 Jul 08
It’d also be nice if it actually updated the software for all of my Macs, instead of just 2 of the 4 I use. One desktop at office and my laptop are updated. But my home office desktop and another Mac still have yet to get the software update made available to them.
I like this. It shows a human side. Sure beats what AT&T did to my Pocket PC phone; REMOVED the Remote Desktop Client (without fair warning) when they upgraded my OS from version 5 to 6. The RDP client was my reason for purchasing this phone! D’oh!
Anonymous Coward
on 16 Jul 08
I think Apple went wrong w/ MobileMe in several ways:
First, there’s the obvious set of technical glitches, which went way beyond the level you would expect with a new service.
Removal of functionality from a service where customers have already paid a subscription fee is wrong. If they wanted to phase out functionality (iCards, web-based bookmarks, etc) they should have warned a year ahead of time.
As many have noted “MobileMe” and “me.com” are horrendous names, by Apple standards. (Granted this is a much smaller issue.)
Honestly, these days I even question the approach of the service. There seems to be a market for it, but I think GMail/Zimbra has the right approach—let the web be the primary interface to email, contacts, and calendaring. Use Gears for offline access, if necessary.
sb
on 16 Jul 08
The rocky transition I can live with but so far, the product has been uncharacteristically disappointing for Apple. I am 100% down with not including every feature that every user would ever want but subscribed Calendars not syncing is a huge hole.
This whole release back fired in the states. AT&T’s activation servers couldn’t handle it. The new iPhone 3G connection is not much faster and the battery life is worse. To add insult to injury there isn’t turn by turn heads up GPS and Mobile Me just flat out doesn’t work. Many people are asking me what happened? I think they released it too soon. Maybe they should of waited another six months or so to debut the new device with even more features. I am sure there sales will be big regardless but it wasn’t their finest product release.
Anonymous Coward
on 17 Jul 08
FACT: That was written by Steve himself. How many CEO’s do that?
Jason co-founded Basecamp back in 1999. He also co-authored REWORK, the New York Times bestselling book on running a "right-sized" business. Co-founded, co-authored... Can he do anything on his own?
Daniel
on 16 Jul 08Not only have they suffered from the above they have also been able to charge for a full year for those who signed up for a “Free trial”. They have a lot to explain, I’m awaiting a reply of my claim to have the fee annulled.
Matt Radel
on 16 Jul 08I like the tone of the letter. It’s nice and friendly, and clearly well thought out.
Still, it doesn’t forgive the fact that they screwed the pooch on this. I’ll be curious to see how the rest of this unfolds.
Quali Mumphfasi
on 16 Jul 08Quite frankly, I’m very a dissappoint with MobileMe. It is bate and switch in my opinion.
Jay
on 16 Jul 08I think they did a good job with the email — which is unusual to see this kind of response from Apple. Clearly they are covering themselves over additional complaints regarding the push definition and the downtime experienced but I think this does a good job of responding to the masses.
Seth
on 16 Jul 08This is again Apple saying “Look at this amazingly wonderful feature rich application we’ve developed that is flawless” when in reality it’s just another app that kind-of works.\
Why?
on 16 Jul 08Does anyone understand why, of all things, they are not able to deliver push from the desktop apps? It seems to me like that should be the easiest environment in which to implement features (any features). What’s the issue? I don’t get it…?
Andrew
on 16 Jul 08Wow. This is probably the second time Apple has EVER apologized and attempted to compensate the customers for it (first time being when they lowered the price of the first iPhone right after it came out).
Apple should stop over promising and under delivering, as well as be a little more upfront with their customers when an issue arises, rather than pushing it under the rug like they normally do.
At least when MS releases a new product like this, they put the “Beta” tag on it and don’t even charge for it initially.
Ric
on 16 Jul 08It’s pleasing that apple actually ‘fessed up here.
But I wish apple would also face up to their other, less high profile, problems …such as the one with the new LED backlit MacBook Pros (which still annoys me daily).
Hans
on 16 Jul 08Yes indeed, they charged for “Free trial”, 121EUR in my case. Still waiting for refund and apologize.. that really sucks.
Grant
on 16 Jul 08Odd – when did you receive this e-mail? Maybe they are still batch processing them, but I was a .mac customer who went through the transition and haven’t received anything in my inbox…
As for the lack of push on the desktop – that was a bit disappointing – but I wonder if it was attached to some of the launch problems. They demo’d true push and called mobileme “exchange for the rest of us” – so it seems to me like something they just weren’t able to implement at launch as opposed to a plan to mislead us all like some have been grumbling about.
mkb
on 16 Jul 08Charging 121EUR for a ‘free trial’ is pretty unconscionable. That’s as bas as the Dreamhost billing system screwup.
Keith
on 16 Jul 08I am not certain why there is such outrage over this. It’s technology! If you’re not planning for problems with your services you’re as dumb as you are naive. Things happen.
On top of that, Apple compensated people for their problems.
MobileMe is also quite cheap for what it does. A year is $99 USD for quite a few features and lots of storage. So this indignant rage over a migration to a new platform and suite of tools comes off petty.
I’m no Apple apologist because I think they’ve been kind of slimey about fixing hardware issues on their products. This is an instance though where they’ve done everything they can and, at least in my opinion, are taking appropriate corrective steps.
long time listener - repeat caller
on 16 Jul 08It’d also be nice if it actually updated the software for all of my Macs, instead of just 2 of the 4 I use. One desktop at office and my laptop are updated. But my home office desktop and another Mac still have yet to get the software update made available to them.
http://img.skitch.com/20080716-gwbgpmia5macgwcwhfwc9p8686.jpg
Don Schenck
on 16 Jul 08Imagine W saying something like this.
I like this. It shows a human side. Sure beats what AT&T did to my Pocket PC phone; REMOVED the Remote Desktop Client (without fair warning) when they upgraded my OS from version 5 to 6. The RDP client was my reason for purchasing this phone! D’oh!
Anonymous Coward
on 16 Jul 08I think Apple went wrong w/ MobileMe in several ways:
First, there’s the obvious set of technical glitches, which went way beyond the level you would expect with a new service.
Removal of functionality from a service where customers have already paid a subscription fee is wrong. If they wanted to phase out functionality (iCards, web-based bookmarks, etc) they should have warned a year ahead of time.
As many have noted “MobileMe” and “me.com” are horrendous names, by Apple standards. (Granted this is a much smaller issue.)
Honestly, these days I even question the approach of the service. There seems to be a market for it, but I think GMail/Zimbra has the right approach—let the web be the primary interface to email, contacts, and calendaring. Use Gears for offline access, if necessary.
sb
on 16 Jul 08The rocky transition I can live with but so far, the product has been uncharacteristically disappointing for Apple. I am 100% down with not including every feature that every user would ever want but subscribed Calendars not syncing is a huge hole.
long time listener - repeat caller
on 16 Jul 08How about lack of ToDos?
matt
on 16 Jul 08Still can’t even login to the web interface. Pretty annoying.
Mark
on 16 Jul 08Apple, if you’re reading this, comments and slideshow images are still broken on our iWeb site for our son. Please fix. Thx
Dave
on 16 Jul 08Funniest title to a blog post ever.
Tom
on 16 Jul 08repeat caller:
ToDo’s are in the calendar, but hidden by default in Safari, you can turn them on from the action menu, or Shift-Ctrl-H.
I didn’t find them either until they showed up by default when I tried it in IE7.
Kevin Milden
on 17 Jul 08This whole release back fired in the states. AT&T’s activation servers couldn’t handle it. The new iPhone 3G connection is not much faster and the battery life is worse. To add insult to injury there isn’t turn by turn heads up GPS and Mobile Me just flat out doesn’t work. Many people are asking me what happened? I think they released it too soon. Maybe they should of waited another six months or so to debut the new device with even more features. I am sure there sales will be big regardless but it wasn’t their finest product release.
Anonymous Coward
on 17 Jul 08FACT: That was written by Steve himself. How many CEO’s do that?
Eric Nentrup
on 21 Jul 08don’t you mean “lose their definition”?
This discussion is closed.