Holmes Report Blog

The Holmes Report blog focuses on news and issues of interest to public relations professionals. Our main site can be found at www.holmesreport.com.

Sunday, February 05, 2006

Apple Arrogance: I’ve always believed that when it comes to humility, customer service and corporate social responsibility, Steve Jobs and Apple make Bill Gates and Microsoft look like paragons of virtue, so there’s nothing in this Joe Nocera article that surprises me, except that someone is covering the facts rather than buying into the cult.

“At this particular moment, of course, Apple is special, and it can get away with being arrogant. It has a product that everyone wants, and for which there is no serious competition.

“But it seems to me that Apple is on a dangerous course. Yes, it has strong incentives to minimize tech support, but to say ‘Not Our Problem’ whenever an iPod dies is to run the serious risk of losing its customers’ loyalty…. The day will come when the iPod has a major competitor…. At which point, Apple will reap what it is now sowing….

“A final note: You may have noticed there is no Apple spokesman defending the iPod or Apple’s customer support in this column. When I called Apple, wanting to know, among other things, how long Apple believes an iPod should last, I got a nice young woman from the PR department. She said she’d try to find someone at the company to talk to me. That was on Wednesday.

“I’m still waiting.”

By the way, if you want to know whether Nocera's article struck a chord, consider that on Sunday morning it was number one on the Times' list of its most e-mail articles... despite the fact that it's stuck behind the "Times Select" barrier, so only about one in a thousand Times readers can access it.


  • At 5:40 PM, Anonymous Anonymous said…

    Apparently you are not alone in your view of Apple. The company stock has been in a serious decline for the last week.

  • At 4:31 AM, Anonymous Anonymous said…

    Hi Nice Blog .I've made up my mind: I'm gonna buy an MP3 player. I just don't know which one. I like the Ipod batteries, but do I really need something that small?


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