Telstra has revealed the addition of almost one million new mobile services in the six months to December 2011, but Sensis revenues plummeted 24 percent in 12 months.
I doubt that the former could ever apply to Apple, so
sadly must conclude it is the latter. Does the phrase getting too big
for its boots spring to the mind of anyone else? Maybe now that Bill
Gates has retired from his day job at Microsoft he is providing
strategic customer service advice to Apple.
Of course, it is not just MobileMe that has
managed to win itself a virtual raspberry from unhappy customers the
world over. There is also the small case of the iPhone 3G itself.
It seems that, to paraphrase the anonymous official Apple blogger, the
company had a lot more traffic to its shops than it anticipated. Some
two weeks after the official launch of the iPhone 3G, which you might
expect to attract the usual hyperbole fuelled customers waiting in line
for hours, they are still there.
At least they are outside the flagship US Apple Stores. Up until now
Apple has been telling customers that if they want an iPhone 3G then
they need to stay in line. That has changed and it appears
that some stores will pre-qualify customers who can then go do
something less boring and come back later to collect the iPhone.
What's more, according to the official Apple iPhone 3G availability checker "all Apple Retail
Stores will now open at 8.00am every day but Sunday" instead of
opening at 10.00am. Of course, some of those flagship US stores have
already been opening early and still not getting the queues down by
much so it waits to be seen what impact this announcement has.
One thing that might help is the fact that the checker does say that
iPhone 3G shipments are arriving most nights, and customers can check
availability by logging in after 9.00pm to see which stores have
handsets in stock for the next morning.
Apple must be keeping everything crossed that the latest customer service strategy works and these hiccups get ironed out of the system. After all, the impressive sales figures posted last week will not continue forever if, while concentrating on producing truly stunning hardware design, Apple forgets that the customer and not the designer is king...
David Bass
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