Apple: Fraying at the Edges?

by: Michael Arrington August 19, 2008 | about stocks: AAPL    

Michael Arrington

About this author: By this author:
Become a Contributor Submit an Article
  • Font Size:
  • Print

My first computer, purchased by my parents after nearly a year of begging, was an Apple II+. That was 1982. I was a Windows user for the next 20 years, but went back to Mac when they switched to Intel chips a couple of years ago. Since then I’ve bought seven Macs for myself, as well as at least one of every iPod and both iPhones. A lot of these were test devices that I’ve passed on to friends and family.

My obvious enthusiasm for Apple products is fairly evident to readers of this blog. But recently I’ve had a string of bad apples come my way, so to speak. It’s time for Apple (AAPL) to stop screwing around and start paying attention to product quality.

I’ll excuse the one hour of battery life I seem to be able to get out of my iPhone. An arrangement of extra power cords (USB, car, wall) and external batteries gets me through the day. I’ll also excuse the fact that iTunes seems hellbent on not syncing applications from my desktop to my iPhone, and inexplicably removing apps from my phone without any notice. I love that damn phone, and it will take a lot more than lost apps and dropped calls to get it out of my hands.

But I don’t have the same blind dedication to other Apple products, and a string of costly problems has left me more than frustrated.

Mac Mini, Macbook Air, Macbook Pro and Macbook, All Failed

I was pretty excited about my Macbook Air, which packs a ton of hardware into a slim and elegant case. But it was unable to stay connected to Wifi for more than a minute or so, even on the brand new Apple Time Capsule router we’re using at the office. I took it into the Apple store - they kept it for a few days and said nothing was wrong. I argued with them and they did nothing. And since I waited more than two weeks after buying it to bring it back in, I couldn’t simply return it. That $1,800 piece of hardware has now been dismantled for parts for a project we’re working on here.

A high end black Macbook made it through one meeting before having some sort of hardware problem that shut it down for good. I still have a few days left to return it for a refund.

The one year old Mac Mini I was using to drive my living room television failed a month ago. It turned itself into a brick. Parts of it are on my coffee table.

My main travel computer, a seven month old Macbook Pro, had a keyboard failure two weeks ago. Apple repaired it and I’m using it now.

That leaves three other Macs in good working order. One is a Macbook Pro that my dad now uses. The other two are iMacs that have never had any problems.

But having major issues with four out of seven computers is, um, unexceptable.

MobileMe Has Screwed Up My Work Ecosystem

I have Macs in my main office and my bedroom, as well as my travel computer. I have spent years getting .Mac, which syncs calendar, contact and email data across machines and in the cloud, working properly. It tended to break a lot, but if you kept the OS constantly up to date and were willing to tinker with it, it was a great way to keep synced across any number of computers. I didn’t really care which one I picked up to access email, write a post, etc.

Then came MobileMe and the Apple’s automatic transfer of .Mac customers over to that ridiculously broken new service. I had a suspicion it wouldn’t work at first given how touchy .Mac was, and so I didn’t touch anything on my old computers. But I have never gotten it working on the new Macs I purchased, and now .Mac has failed on all of the synced machines. No more calendar access, contacts syncing, etc.

Apple keeps giving customers free time on the service as a way to apologize for the problems. But that isn’t good enough. I’m not price sensitive to the $99/year they’re charging for the service. But I need it to work, and I need it to work right now.

The failed computers could just be a coincidence, although the wifi problem with the Macbook Air is well documented. The MobileMe debacle, though, is affecting everyone. Apple shouldn’t have merged the services; at least old .Mac customers wouldn’t be enraged today. They need to get their house in order or they risk alienating all these new customers they’ve added over the last few years. The new buyers aren’t Apple fanatics and won’t sit quietly as they try to access broken services via failing hardware.

Original post

Related Articles

This article has 25 comments:

  •  
    Aug 19 10:19 AM
    I haven't experienced any of the problems that you've listed. Are you burning through your iPhone's battery by using every possible feature continuously or what?
    Reply | Link to Comment
  •  
    Aug 19 10:29 AM
    Unacceptable -- folks who are trying to make statements to affect positive changes could also benefit from a little effort to polish their words in order to be most effective.

    I have owned an iMac and an iBook for three years. The machines are GREAT!! Using the iBook has been a joy from the beginning because of the ability to use Windows and Mac OS's simultaneously or without rebooting. No problems in three years. I have also owned three earlier Apple computers, from a very old Mac to a Power PC. The only problems that I encountered with the earlier three machines was that technological pace created apps that required speed and graphics processing capabilities to keep up the speed that I was used to!
    Reply | Link to Comment
  •  
    Aug 19 10:43 AM
    For someone who has so many Apple products, you sound fairly clueless on how to use them. I have an iMac, a Macbook Pro, an ipod, Apple TV, and an iPhone and they all work beautifully together. And while the transition from .Mac to MobileMe wasn't perfect, it seems much smoother now and they've come out and apologized for the glitches, providing an extra 60 days to the membership at no charge. Come on, it's not like they're not trying to improve the service. Nothings perfect, but a totally synchronized environment using Apple's products comes pretty close! Now, go back and read the instructions.
    Reply | Link to Comment
  •  
    Aug 19 10:48 AM
    I would escalate your MacBook Air problem somehow. It sounds frustrating to be sure. I've been a Mac owner since 1985, have had countless Macs, never lost any data, never replaced a logic board, etc. Have had minor failures with power supplies and mice. My two iPhones hold up pretty well battery-wise. Try turning Bluetooth off to save battery life.
    Reply | Link to Comment
  •  
    Aug 19 10:56 AM
    I too started with an Apple IIe, but unlike you I never used a windows PC. In my 35+ years of Apple/Mac use I've owned quite a few different Macs, beginning with the LC. I've never bought an Applecare insurance plan in all those years, and I've never had to call Apple for tech support. Sure I've had problems at times, -- usually related to 3rd party software, or something stupid I've done in playing around with the OS! The reality is that Apple makes terrific products, and the sad part is that a "frayed" exception like you has a large "SeekingAlpha&quo... platform from which to bash Apple with a tantalizingly negative article title. Shame on you Michael!
    Reply | Link to Comment
  •  
    Aug 19 11:01 AM
    "Unacceptable -- folks who are trying to make statements to affect positive changes could also benefit from a little effort to polish their words in order to be most effective." - cattle rancher

    Unacceptable, indeed. However, folks should try to 'effect' positive changes, not 'affect' them...
    Reply | Link to Comment
  •  
    Aug 19 11:09 AM
    I have been a long time mac user and fortunately have never had the severity of problems you have had. That being said, Apple is a company that inspires a sometimes irrational loyalty amongst its user base. If a PC conks out on me, I am nonplussed about it. If my mac conks out, it is an emotional betrayal.
    Reply | Link to Comment
  •  
    Aug 19 11:11 AM
    In Apple since Apple ][ days. Bought Apple Stock in 1997 and haven't looked back. Used some stock to purchase a 2 family house. Since have 1000 shares @ $4.00 a share so I am still smiling.

    Apple still makes the best hardware there is out there. Get real on the iPhone 3G battery life. Turn off all the other services that you are not using. Like Wi-Fi and bluetooth drain battery.
    Reply | Link to Comment
  •  
    Aug 19 11:32 AM
    In my 20 years of using Macs, my experience is Macs run great. I still have an old G4 going full out. I still see colored imacs being heavily used as library terminals in the local university. From what I see and experience Macs are tough, much tougher than PCs.

    As this is an 'investment' blog, from what I've read the Mac Book Air has also been a runaway success for Apple. Apple notebook sales are up 60+ % and the Macbook Air is playing a part in this and according to reports not cannibalizing macbook and Macbook Pro sales.

    Computerworld:

    ""And Apple got a nice bump from the MacBook Air," he (NPD analyst Stephen Baker) added. The MacBook Air, the ultrathin laptop that was unveiled in mid-January by Apple CEO Steve Jobs but which didn't start shipping until early February, accounted for about 20% of Apple's notebook sales last month. Better still for Apple, Baker said, it appears that the new model didn't cannibalize sales of existing Apple products.

    "It looks like the Air is giving Apple an incremental volume opportunity," Baker said."
    Reply | Link to Comment
  •  
    Aug 19 11:34 AM
    Search the apple forums for WIFI issues. What solved my WIFI problems was that my hard-drive crashed and when the Apple store reinstalled Leopard they installed 10.5.1. Haven't had connectivity problems since then, but I also refuse to update Leopard. The only other thing that bugged me about my Macbook was that the Apple store didn't explain or apologize for my hard drive crash.

    I don't hate my Mac or anything, but I'll probably just go Windows next time.
    Reply | Link to Comment
  •  
    Aug 19 11:53 AM
    Michael reminds me of my oldest son who comes home to visit once a year or so. We have no problems in the house until he arrives, then suddenly the toilet leaks, the shower valve sticks and the air conditioner blows hot air.
    Reply | Link to Comment
  •  
    Aug 19 11:57 AM
    Why do you own 7 MACS then? There is a word for people who do the same thing over and over again and keep hoping for a different result. You my friend are one of those people.
    Reply | Link to Comment
  •  
    Aug 19 12:05 PM
    I simply do not believe any of your story.



    Do you really think that you can stop the growing tide of millions and millions of satisfied owners of Apple products?
    Reply | Link to Comment
  •  
    Aug 19 01:30 PM
    AAPL make a mistake at all? No way! It's just not possible.

    This is just a company and like all companies it does not want to make you happier, it just wants to make money. They are the dealer down the street selling you the illusion of happiness and gladly taking your money.

    They have terrible quality control, get over it - Michael is not the first one to say that. Calling him names will not make it go away.
    Reply | Link to Comment
  •  
    Aug 19 01:37 PM
    Arstechnica Aug 19, 2008

    "The most recent results of the American Customer Satisfaction Index puts Apple ahead of all other computer manufacturers with a rating of 85 percent, a new high for the industry. The Cupertino company saw an improvement of 8 percent since the last measurement, putting it 10 full percentage points ahead of its nearest competitor in an industry where the general satisfaction rating has gone down for the second straight time. "
    Reply | Link to Comment
  •  
    Aug 19 01:37 PM
    I've had problems with every Apple product I've ever owned except my MacBook (bought about a year ago). Their customer service has been consistently mediocre and at times amazingly arrogant and patronizing. That being said, every Dell I've owned has had problems, but at least I can arrange for onsite service and not my machine for days or weeks as with Apple (or have to sit at presumptuously named "Genius Bar" with employees who rarely live up to name).

    Before any accuses me "user error", I make my living as a computer tech and developer and I know how to use them. I know when it's a computer and when it's me.

    Long aapl, so I should be out here saying how great they are. They're not. 60 extra days of bad service? A real apology would be issuing credit for the down time.
    Reply | Link to Comment
  •  
    Aug 20 04:31 AM
    Have had no issues whatsoever with my macs at all and it is very hard to imagine how you could be having so many issues.
    Reply | Link to Comment
  •  
    Aug 20 11:32 AM
    If one were to believe that Apple were 'fraying' at the edges, I would have to say that Microsoft is coming apart at the seams, at the very least. Circling the bowl might be a more apt metaphor, actually.
    Reply | Link to Comment
  •  
    Aug 20 11:41 AM
    i have a new macbook and have had macs since 1983...WHEN COMPARED TO PC'S apple products are easier to use and maintain and constantly rated higher than pc products for customer satisfaction. i am a .mac customer and did have problems for a couple hours...but apple tech support stayed on the line and walked me through setting up the account as a mobileme and it's great. i have an imac, 2 ibooks, and the newest macbook, an ipod and buying an iphone in sept. even my ancient imac still works like a charm! my son has an iphone, loaded with apps, and he works in media and he gets thru a whole day using it without a charge.
    i have to agree with Brewer. Zune and Vista anyone? i don't think so.
    Reply | Link to Comment
  •  
    Aug 20 02:51 PM
    I haven't had any problems with my macbook pro. I believe apple is one of the most reliable companies around when it comes to computers.

    And, to point out, using the word unexceptable instead of unacceptable just doesn't make a good impression on me. Apple is a great company, always very reliable for me.
    Reply | Link to Comment
  •  
    Aug 20 11:22 PM
    AAPL is a great marketing firm... thats as good as it gets.... peace
    Reply | Link to Comment
  •  
    Aug 21 01:53 AM
    Sure, the marketing is great, but the hardware and software put generic PCs and MS windoze to shame as well. So the marketing comes easily.
    Reply | Link to Comment
  •  
    Aug 21 08:18 AM
    @AppleUser

    I've never been in a plane crash, so I don't believe a Spanair jet really went down this week. I mean, *I've* never had that problem, so clearly no one has.
    Reply | Link to Comment
  •  
    Aug 21 11:01 AM
    And, no one in Japan had problems with Nano batteries, and no one had trouble with the Apple's laptop batteries despite a recall and several years ago no one had problems with milky spots on their lcd screens and before that no one had problems with their laptop cases developing hairline cracks... None of this ever happened because it didn't happen to you.
    Reply | Link to Comment
  •  
    Aug 21 11:13 PM
    @Larry Crow

    True, but you missed the point. All that you mentioned are extremely rare events. No one believes they will get struck by lightning in a storm, but yet as frequently as storms happen, a few people do. Those with a little common sense don't stand underneath trees or fly kites in bad weather. So when you have someone basing his opinion on Apple because he has had problems with 4 out of 7 products, tends to raise eyebrows when the vast majority are not . Nobody sells a 100% trouble free product- period. Proof of this is the almighty Google who had complete shutdowns of their email service- twice within a month's period. Compared with what the competition is offering (ie Dell, HP etc), Apple runs very little risk to alienating new clients!
    Reply | Link to Comment
More Comments on AAPL »
Top Rated Comment Streams:

Numbers are net rating-

See all Top 100 »
More by Michael Arrington

Investment Resources
Money Management
Research
Seeking Alpha provides these ads as a service to its leading contributors
Articles on related themes
PCs & Servers
Enterprise Storage
Hardware Components