A Short Note To Apple and iTunes

Dear Apple and iTunes,

You suck. Ever heard of social media? Web 2.0? Listening to your customers? Informing your customers when there is a problem? Apparently not. For several days now I have been trying to give you money. You know that stuff that is in very short supply these days? You guys taken a look at your stock price lately? Are you aware that the holiday season is coming? So, why should people actually buy your product when they could buy a Zune instead and for cheaper and not have a hassle with their downloads?

Really, why not get a corporate blog and let your customers, you know, the people who pay your salaries, have a chance to know what's happening with the products they love? Instead, you guys act like the Bush Administration. Everything is a secret and you never admit there is a problem or that you are wrong. Your customer service interface is about as useful as an IRS bureaucrat. Actually it's less useful. You never reply and your call line, well, that's a joke.

You need to fix this. Or your earnings will suffer.

By the way, did I mention: you suck?

Sincerely,

Sean Paul Kelley

Comments: 11

Rose H. Nov 24, 2008, 9:39am EST

LOL - nice rant and well said, guess I'll know to get a zune:)

reply to this comment

Sean Paul Kelley Nov 24, 2008, 9:45am EST

No, you don't want a Zune, trust me. You really do want an iPod. But the customer service is just so bad at Apple and you would think, with the elegance and ease of use that Apple products are designed that Apple would also get the whole 'service' thing. Apparently not.

Jim Swan Nov 24, 2008, 9:52am EST

I've read on "Version Tracker.com" that iTunes v. 8.1 and 8.2 have had some connection problems, so I didn't upgrade to either of them. Did you? If so, that might be what's wrong.

Consumer Reports rates Apple the BEST in customer service, BTW.

DesertDarlene L. Nov 24, 2008, 10:18am EST

I only use iTunes because that's the only place where I can get my Podcasts in MP3 format. Otherwise, I would never use it. For music, I like Rhapsody because I can sample whole songs before buying.

Kathryn E. Nov 24, 2008, 11:13am EST

Won't be long now before Apples revenues drop.

Roy ☯ Hilbinger Nov 24, 2008, 11:18am EST

I've been using Apple computers since the mid '80s and the customer service and tech support have always been great. I've never had a problem. Maybe you need to check your own attitude - what you put out is what you get back.

Roy ☯ Hilbinger Nov 24, 2008, 11:33am EST

Hmmm... I know that sounds snarky, but I'm really serious. Experience has taught me that when I'm snappy with people that's how they respond, but when I stay calm and reasonable in a stressful situation, the other person gets calm and reasonable too.

tammie p. Nov 24, 2008, 2:29pm EST

i don't use either

Jim Swan Nov 25, 2008, 9:38am EST

Kathryn: I'm curious what makes you predict a downturn for Apple. Every other source I read predicts continued growth far into the future.

APE 131313 Nov 25, 2008, 11:59pm EST

10 FREE Good Luck comments to Sean Paul Kelley!

T. J. I. Feb 6, 2009, 6:55am EST

I agree with Roy. A rant without specifics is a non-actionable item. What was the sequence of events, the error messages, the resultant screen messages... that is poor software testing.

And, very importantly, one can still suck and screw their customers. One need only be less sucky and less screwy than the competition.

A Short Note To Apple and iTunes

Comments: 11

Join the Conversation

You might also like

More by Sean Paul Kelley