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Print 48 comment(s) - last by Jalek.. on Oct 18 at 12:42 AM


  (Source: The Huffington Post)

When one NYC iPhone customer complained that many of his calls were dropping, Apple informed him that his 22 percent drop rate was much better than its average NYC customer's 30 percent dropped call rate.  (Source: Gizmodo)
"It just works" -- Apple Inc.

Apple is famous for its advertising that its products are easy to use and problem free.  Thus, when it is confronted with problems in its products, it's perhaps predictable that it would get a bit defensive.  It often glosses over complaints or stretches the definition of the word "working".  Despite some signs that it was turning a corner, responding to hard drive issues on its MacBook Pros, a recent report from Gizmodo indicates more of the same.

A customer named Manoj Gupta took his iPhone to the local Apple Genius Bar when he became frustrated with its tendency to frequently drop his calls.  The Genius Bar gave Mr. Gupta some good news -- his iPhone was perfectly fine and working and needed no repairs.

The bad news?  The phone dropped over 22 percent of the calls it made in the test routine.  But the Genius Bar printout reassured Mr. Gupta that 22 percent call drop rates were actually quite good -- and that most of AT&T's iPhone customers have 30 percent or more of their calls drop.

Granted, Apple may be getting more than the fair share of its criticism for this egregious claim, but its lack of concern and its customers plight and its decision to partner with AT&T, whose network is obviously not up to snuff, are an invitation to such critique.  As for AT&T, it seems hard to believe that it will be able to retain many customers in areas where its dropping 30 percent of their calls.  While call drop rates are traditionally higher in New York City, they're seldom that high.

AT&T is offering a solution to their customers -- buy their own 3G hotspot for $150.  AT&T will soon be rolling out its MicroCell, a femtocell device that will offer a bubble of 3G coverage.  It is unclear, though, whether customers will be required to subscribe to one of AT&T's unlimited calling bundles ($20/month) to use the device.

AT&T and Apple are confident that their customers will stick with them -- even if they drop 30 percent of their calls in some areas.  And AT&T feels that it is giving customers plenty of options, allowing them to subscribe to an extra service to help fix the shortcomings of its network.



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RE: Deal with it
By Josh7289 on 9/30/2009 7:31:38 PM , Rating: 2
Keep drinking the Kool-Aid.

But seriously, listen to yourself. 30% dropped calls is in absolutely no way "pretty good" or "a feature". It's unacceptable. Even if there are technical reasons, they're not excuses, and any company with a call failure rate that high had better be devoting all their resources to fixing it.


RE: Deal with it
By kb9fcc on 9/30/09, Rating: 0
"A politician stumbles over himself... Then they pick it out. They edit it. He runs the clip, and then he makes a funny face, and the whole audience has a Pavlovian response." -- Joe Scarborough on John Stewart over Jim Cramer














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