Linked by Thom Holwerda on Wed 22nd Jul 2009 18:20 UTC, submitted by tupp
Apple It seems Apple is on a roller coaster ride this week, going from bad news to good news, back to bad news again. A local television station from Seattle, US, forced the Consumer Product Safety Commission via the Freedom Of Information Act to hand over an 800-page report about fire hazards posed by Apple's iPod music players. Experts on consumer safety agree that it's time Apple makes public statements about the fire hazards posed by iPods.
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How I feel
by Thom_Holwerda on Wed 22nd Jul 2009 20:30 UTC
Thom_Holwerda
Member since:
2005-06-29

This comment on Ars basically sums up how I feel about this:

http://arstechnica.com/apple/news/2009/07/flaming-ipod-complaints-r...

Well, there are two things that come out of this story.

One is the tone of the Apple fanatics reaction. Aggressive denial, hysterical and paranoid. The other is the reaction of the Apple legal team, which must have come from instructions from the top, to the prospect of publication: stonewalling and coverup.

Now you may, some of you, recall what happened when Proctor and Gamble had an issue of similar magnitude many years ago with toxic shock, which might or might not have been caused in a small number of cases by super absorbent tampons? What P&G did was immediately to put the responsible product manager on TV, in paid for commercials, to explain the situation and state what they did or did not know. They recalled all the ones in the supply chain as a precaution. They told everyone who had stock at home to take them back to their retailer for refunds, also as a precaution. This took them days, not weeks. Not months. Or years.

Then they studied the facts at their leisure and arrived at a conclusion and product modification. It cost a lot of money at the time, and it made a lot of money later.

That was how a mature, quality, consumer products company with a brand and reputation, a customer base, and a house style, reacts. They don't have to think, they know exactly 'what we do' in cases like this. This is how you earn your customers' trust and deserve it.

What they did not do was fill the media with postings and letters from P&G devotees all proclaiming that this was a plot of P&G haters and sue to prevent publication of the data.

Proctor and Gamble, you are all choking over your morning coffee as you read this, he is speaking favorably of Proctor and Gamble, that Dell of consumer products. Right, a company that can give Apple a number of lessons.

I have no idea whether this is a real or significant problem. What I know is that the company reaction to it speaks volumes. It is not a class act.

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