Joel Liu's Library tagged Customer →  View Popular, Search in Google

-   “AT&T won’t give out the absolute call drop data for competitive reasons, but they’ll let us release the delta. But how do the call drops on iPhone 4 compare to 3GS a year ago per 100 calls?” 

  10:24AM -   “I can tell you that since we’re being totally transparent, even though we believe the iPhone’s antenna is superior, the data says the iPhone 4 drops more calls than the 3GS. But how many more calls per hundred does it drop?”

10:28AM -   “When our engineers and scientists look at this data, it’s very hard to escape the conclusion that there is a problem — but it’s affecting a very small percentage of our users. I myself have gotten over 5000 emails from users telling me their iPhone works fine, and they can’t figure out what this is about.” 

  10:28AM -   “Having said this, we care about EVERY user. And we’re not going to stop until every one is happy. But it’s important to understand the scope of the issue — the data says the issue has been blown so far out of proportion, it’s incredible.”

-   “So, I’ve got some other updates. We’re tracking some problems with the proximity sensor, we’ll have that in the next update. White iPhone: lot of people are waiting for it, and they’ll start shipping at the end of July in limited quantities.” 

  10:32AM -   “On July 30th we’re going to bring the iPhone to 17 more countries — these are the same we announced before.”

10:35AM -   “We love our users so much we’ve built 300 Apple retail stores for them — the best buying experience in the world, and the best ownership experience in the world. With Genius Bars that cost nothing to bring your products in and get advice. We had over 60m people through our stores last quarter.” 

  10:35AM -   “So we do all this because we love our users. And when we fall short — which we do sometimes — we try harder. We pick ourselves up, we figure out what’s wrong, and we try harder. And when we succeed, they reward us by staying our users, and that makes it all worth it.” 

  10:36AM -   “That’s what drives us. When we have problems like this and people criticize us, we take it really personally. Maybe we should have a wall of PR people to insulate us, but we don’t — when our users have a problem, we have a problem.”

11:00AM - We’re an engineering company, we think like engineers, and we think it’s the right way to solve real, hard problems. I don’t think the fact that we love our customers is going to change at all. I don’t think we could run any faster — we’ve had cots in the labs, cars in the parking lots all night, we’ve been living here.

11:01AM - I guess it’s just human nature, when you see someone get successful you just want to tear it down. I see it happening with Google. Google is a great company. Look at everything they’ve created. Would you prefer we’re Korean companies? Do you not like the fact that we’re an American company leading the world right here? Of course we’re human, of course we’ll make mistakes. But sometimes I feel that in search of eyeballs for these web sites, people don’t care about what they leave in their wake.

11:03AM - I look at this and think wow. Apple has been around 30 years. Haven’t we earned the credibility and trust that we’re going to take care of our users? … we weren’t just innocents in this. But the reaction has been so overblown… we could actually use your help here.

11:05AM - Steve: You can see pictures of a Nokia phone with a sticker on it that says “don’t touch here.” No one has solved this problem. Would I love Apple be the first? Can we make our situation better than it is right now? Maybe, we’ll see, but most of our customers are not experiencing this problem. In actual use, they never encounter it — just like any phone, certain customers will hold it in a way that exposes its weakness, and we want to get ‘em a case. We will continue to work on more advanced antenna designs that don’t have this problem or put this problem in an out of the way place.