Last week, it was the antenna. Apple said it was normal and then made a fix. Well, a case. Not clear it is a fix, but it is a case. Now, it is the battery life on the 3GS. Apple’s strategy is to be cooler and simpler, and to charge a premium for the Apple experience. All of those rely on the hardware and software doing what they are intended to do. The most important thing, however, remains meeting customer expectations.
My iPhone is sucking down energy. I returned from New York to Seattle yesterday, and the phone was nearly drained in airplane mode, even after applying a full Powerstick charge. I’m not a happy customer. It doesn’t appear Apple is acknowledging the issue.
Years of goodwill can be lost in one negative customer service incident. Apple now has two. iOS4 may be a major issue for Apple. We’ll see what happens with the iPhone 4 and its antenna. Corporate strategy is something that has to be lived every day. Arrogant disregard for public opinion may be a great reflection of strategy when you’re the contrarian. When your customers are in need, and you keep up a contrarian persona, you run the very real risk of creating a contrarian attitude among those whose affection and respect you have cultivated.