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: That's pretty bad, but...
By ebakke on 10/1/2009 8:22:35 AM , Rating: 3
It makes sense for telecos to put repeaters in the subway lines so commuters have cell service through their entire commute. It doesn't make economic/business sense, on the other hand, to add a repeater in a garage or elevator shaft.

RE: That's pretty bad, but...
By Lord 666 on 10/1/2009 11:08:24 AM , Rating: 2
What's being discussed in NYC is to have cell service provided at subway stations.

The valid concern providing end-to-end coverage in the tubes is terrorism using a mobile phone activated bomb. Not long ago, there was a heated debate to terminate the leaky coax cable that services the Lincoln and Holland Tunnel. Eventually, the need for phone service was recognized as a greater need than the potential terrorism threat.

RE: That's pretty bad, but...
By Souka on 10/1/2009 11:14:37 AM , Rating: 1
Just eliminate the people from the subway tunnels...then you don't have to worry about any terrorism threat.

Oh wait... nvm

RE: That's pretty bad, but...
By sebmel on 10/7/2009 10:44:43 AM , Rating: 2
Well NOW there's a choice: Windows Mobile 6.5 is OUT!

And to such good reviews too:

Last week, here on DT, the regulars were bravely taking one for Steve, saying Ballmer is doing a GREAT job despite losing over half the capital value of the company, over $10 billion on the Xbox and several points of Windows Mobile market share. Well, those reviews show just how good!

RE: That's pretty bad, but...
By maven81 on 10/1/2009 1:27:29 PM , Rating: 2
Why does that make sense? I like the fact that the NYC subway doesn't have cell service. It means I can ride it in peace most of the time. Imagine being next to someone who's chatting away on their cell phone for half an hour or more? It also forces most people to read instead, which isn't a bad thing.

RE: That's pretty bad, but...
By Jackattak on 10/1/2009 1:50:34 PM , Rating: 2
I absolutely CANNOT STAND when some squawky bink gets on the MAX here in Portland and interrupts everyone else's smooth and quiet ride.

What's worse is they generally sit directly underneath the "please be courteous to others and lower your voice" signage.

I pray for when we hit the tunnels on those days.

RE: That's pretty bad, but...
By tmouse on 10/2/2009 7:58:07 AM , Rating: 2
It would make it harder to tell who is really talking to someone and who is just talking to the voices in their heads.

"We are going to continue to work with them to make sure they understand the reality of the Internet.  A lot of these people don't have Ph.Ds, and they don't have a degree in computer science." -- RIM co-CEO Michael Lazaridis

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