Bad PR for Dell but not for Apple?

January 2, 2007 By

I totally forgot about the amount of mainstream press that Jeff Jarvis’ generated against Dell when Dell’s customer service told him to “pound sand.”

Duncan Riley reminded me again that the press treats Apple differently than it treats Dell and other companies. Why is that? Is it because Apple gives exclusives to mainstream press and won’t even talk to bloggers?

Is it because mainstream press are sent Apple products to try and use before anyone else sees them? (True story, how do you think that Newsweek and Time gets iPods on its covers at the same time the rest of the press gets to see them?)

Does the mainstream press not want to attack Apple cause Apple is so exclusive and this exclusivity turns into MAJOR TRAFFIC on blogs and Web sites (and, sales of magazines, etc)? After all, I don’t see many, if any, bloggers getting access to its ~~PR events~~ Steve Jobs keynotes. That’s quite different at other companies.

Is it because Apple fan sites drive more traffic than almost any other (true story, when I write something provocative about Apple I get more traffic than anything but Digg’s front page sends)?

So, BusinessWeek, Newsweek, Wall Street Journal, and New York Times, are you going to mention the ongoing problems that Apple customers are having with its products? Or, you gonna go for the “exclusive” about the new iPod phone?

If it’s OK to print miles of bad press about Dell, why isn’t it OK to print miles of bad press about Apple?

Filed Under: 1

http://www.geise.com PXLated

Ya, maybe he could call his buddy Al for ya.
TC

Winer: “There ought to be a grace period, mandated by law, that says if you bought it you can return it.” Yeah, we can all agree on this. Still don’t see any good comparative facts from him about Apple v. Dell v. Costco v. Best Buy. All anecdotal propped up with a few examples – even 500 would be a drop in the ocean!

Apple, Dell and MS are all there to make a profit. Getting favourable media coverage without paying for it, without masquerading as something it isn’t, without dummy web sites is something Apple just happens to be very good at. Dell, MS and others can raise their game in the media world if they want to – make some interesting product!

Robert, if you don’t like Apple that much then start a new campaigning web site with loads a facts to support your opinions. Your a big noise in the blogging world, influential for many, so I’m sure Apple will respond.
TC

Winer: “There ought to be a grace period, mandated by law, that says if you bought it you can return it.” Yeah, we can all agree on this. Still don’t see any good comparative facts from him about Apple v. Dell v. Costco v. Best Buy. All anecdotal propped up with a few examples – even 500 would be a drop in the ocean!

Apple, Dell and MS are all there to make a profit. Getting favourable media coverage without paying for it, without masquerading as something it isn’t, without dummy web sites is something Apple just happens to be very good at. Dell, MS and others can raise their game in the media world if they want to – make some interesting product!

Robert, if you don’t like Apple that much then start a new campaigning web site with loads a facts to support your opinions. Your a big noise in the blogging world, influential for many, so I’m sure Apple will respond.
http://www.scripting.com/ Dave Winer

Geez this guy TC is a real dick.
Paul Roundy

“There ought to be a grace period, mandated by law, that says if you bought it you can return it.” Yeah, we can all agree on this.

I don’t agree with it. You should expect that you can return a defective product and get it replaced for one that works, but legislating mandatory return policies is excessive. If a company wants to create a policy like that on its own, fine. It seems to me we have bigger national issues to tackle than customer service.
Paul Roundy

“There ought to be a grace period, mandated by law, that says if you bought it you can return it.” Yeah, we can all agree on this.

I don’t agree with it. You should expect that you can return a defective product and get it replaced for one that works, but legislating mandatory return policies is excessive. If a company wants to create a policy like that on its own, fine. It seems to me we have bigger national issues to tackle than customer service.
http://www.scripting.com/ Dave Winer

Geez this guy TC is a real dick.
met

I have a Dell and 2 apple laptops (a powerbook and a macbook). Dell has been really good at getting me stuff shipped next day. When I’ve had to send it in, I usually get it within 3 business days.
My powerbook went back for 15 days because of a faulty touchpad after the first month. The next time was better – 7 days (it took 4 days for the “geniuses” to ship it from the store(Bay Street))

And Dell gave me a new (refurb but its history showed that it was built the same week) – after I had to send my old one 5 times in the 2 years. Apple would never do anything like that. Considering that the keyboard has stopped working this week. By now Dell would have made me happier.

I understand that different people have different experiences. I love Apple products and feel good to own one, but that feeling goes off when they go bad.

By the way all my recent iPod purchases have been from Costco.
met

I have a Dell and 2 apple laptops (a powerbook and a macbook). Dell has been really good at getting me stuff shipped next day. When I’ve had to send it in, I usually get it within 3 business days.
My powerbook went back for 15 days because of a faulty touchpad after the first month. The next time was better – 7 days (it took 4 days for the “geniuses” to ship it from the store(Bay Street))

And Dell gave me a new (refurb but its history showed that it was built the same week) – after I had to send my old one 5 times in the 2 years. Apple would never do anything like that. Considering that the keyboard has stopped working this week. By now Dell would have made me happier.

I understand that different people have different experiences. I love Apple products and feel good to own one, but that feeling goes off when they go bad.

By the way all my recent iPod purchases have been from Costco.
rj malfalfa

so your son can go to an Apple store and get help…coool….how come there is no microsoft store for all the pc’s i had crash over 9 years-

I honestly believe that maybe you just don’t like apple products-i understand-it’s hard to love the guy who is on top-me too-ive always rooted for the underdog too-

apple is all about integration, functionality, and innovation.

Microsoft…. i like em but….zune is a copy of the apple ipod idea-
check out the new vista-by microsoft…..it copies tons of features from the apple panther and tiger

innovation-integration-Microsoft…. you can be innovative again-
rj malfalfa

so your son can go to an Apple store and get help…coool….how come there is no microsoft store for all the pc’s i had crash over 9 years-

I honestly believe that maybe you just don’t like apple products-i understand-it’s hard to love the guy who is on top-me too-ive always rooted for the underdog too-

apple is all about integration, functionality, and innovation.

Microsoft…. i like em but….zune is a copy of the apple ipod idea-
check out the new vista-by microsoft…..it copies tons of features from the apple panther and tiger

innovation-integration-Microsoft…. you can be innovative again-
John Bauer

It sounds like you are venting your rage at Apple because you wanted your son to handle the problem and he didn’t handle it to your satisfaction. It’s good that you are redirecting your anger away from your son, but it’s too bad that you equated his learning to handle computer problems with learning to handle customer service issues.

The important lesson to be learned here has nothing to do with Apple (who apparently did everything by the book) and everything to do with teaching your son better negotiation skills.
John Bauer

It sounds like you are venting your rage at Apple because you wanted your son to handle the problem and he didn’t handle it to your satisfaction. It’s good that you are redirecting your anger away from your son, but it’s too bad that you equated his learning to handle computer problems with learning to handle customer service issues.

The important lesson to be learned here has nothing to do with Apple (who apparently did everything by the book) and everything to do with teaching your son better negotiation skills.
TC

“Geez this guy TC is a real dick.” I’ve noticed that when the weight of opinion is not going your way it’s time to resort to rational comment.
TC

“Geez this guy TC is a real dick.” I’ve noticed that when the weight of opinion is not going your way it’s time to resort to rational comment.
J Virginia

Just as an anecdote on another consumer item, my friend’s XBox 360 died after a little over three months, after he applied an update.

Given the anemic 90-day warranty, he didn’t even have the option to wait a couple of weeks for the repair, it was going to cost him $140 or so to have it fixed.

I believe that Microsoft has since softened their policy within the last week or so in this, but there were many others who blogged about this issue, and were told by Microsoft: Too bad.

Point being, this is hardly a scenario restricted to Apple.
J Virginia

Just as an anecdote on another consumer item, my friend’s XBox 360 died after a little over three months, after he applied an update.

Given the anemic 90-day warranty, he didn’t even have the option to wait a couple of weeks for the repair, it was going to cost him $140 or so to have it fixed.

I believe that Microsoft has since softened their policy within the last week or so in this, but there were many others who blogged about this issue, and were told by Microsoft: Too bad.

Point being, this is hardly a scenario restricted to Apple.
http://www.geise.com/ PXLated

TC…Congrats, wear the slam like a badge of honor. The few, the proud, the brave, the slimed by Dave
http://www.geise.com PXLated

TC…Congrats, wear the slam like a badge of honor. The few, the proud, the brave, the slimed by Dave
Joe S.

How about backing up your assumption with facts…for example what is the failure rate of Apple products versus Dell? Nothing is perfect. What denotes the quality product of a product is the number of flaws. Grow up. You’re whining like a little school girl. Seems to me anybody with a pair could get the laptop replaced. Grow some.
Joe S.

How about backing up your assumption with facts…for example what is the failure rate of Apple products versus Dell? Nothing is perfect. What denotes the quality product of a product is the number of flaws. Grow up. You’re whining like a little school girl. Seems to me anybody with a pair could get the laptop replaced. Grow some.
Wah W. Wah

Pro-Apple, Anti-Dell Anecdote: [here]
Anti-Apple, Pro-Dell Anecdote: [here]

Oddly enough, Apple absolutely trounces the competition in customer service and satisfaction polls year after year after year. Also, Costco is going to be changing their return policy in the near future (too easily abused) and Best Buy has more return/repair horror stories to its name to ever be taken seriously as a shining example of customer service.

We’ve all had to go a while without our [insert gadget here] while its under repair at least once or twice in our lives. It’s not that big of a deal.

But, therein lies the stench of bullshit around this story. It isn’t about regular ol’ customer service. It’s about a prima-donna blogger acting like he’s been slighted when he doesn’t get special treatment from Apple. I mean, gosh. You get treated like every other dude ever, instead of Steve Jobs floatin’ down from on high with a MacBookXtreme and a bowl of ice cream? Gosh, cry me a fucking river.

I think certain people are letting the “influential” title get to their head. Please do keep in mind that your audience consists primarily of us “non-influential” folk. Also note, we find shit like this absolutely ridiculous and pathetic.
Wah W. Wah

Pro-Apple, Anti-Dell Anecdote: [here]
Anti-Apple, Pro-Dell Anecdote: [here]

Oddly enough, Apple absolutely trounces the competition in customer service and satisfaction polls year after year after year. Also, Costco is going to be changing their return policy in the near future (too easily abused) and Best Buy has more return/repair horror stories to its name to ever be taken seriously as a shining example of customer service.

We’ve all had to go a while without our [insert gadget here] while its under repair at least once or twice in our lives. It’s not that big of a deal.

But, therein lies the stench of bullshit around this story. It isn’t about regular ol’ customer service. It’s about a prima-donna blogger acting like he’s been slighted when he doesn’t get special treatment from Apple. I mean, gosh. You get treated like every other dude ever, instead of Steve Jobs floatin’ down from on high with a MacBookXtreme and a bowl of ice cream? Gosh, cry me a fucking river.

I think certain people are letting the “influential” title get to their head. Please do keep in mind that your audience consists primarily of us “non-influential” folk. Also note, we find shit like this absolutely ridiculous and pathetic.
Terry

I don’t know what maintream press you are reading but I have seen plenty of negative press about Apple including in some of the publications you mentioned. The idea that Apple gets a pass is ludicrous.

Btw “Stanley” just about everything you said is wrong.
Terry

I don’t know what maintream press you are reading but I have seen plenty of negative press about Apple including in some of the publications you mentioned. The idea that Apple gets a pass is ludicrous.

Btw “Stanley” just about everything you said is wrong.
Terry

Hey I just used this crazy search thing called “Google” to look up the names of the publications you mentoned along with “mac issues” or “mac problems” and they all came up with hits on negative Apple stories. Try using it instead of MSN Search and you can avoid some embarrasment next time. Or any kind of basic research would be good.
Terry

Hey I just used this crazy search thing called “Google” to look up the names of the publications you mentoned along with “mac issues” or “mac problems” and they all came up with hits on negative Apple stories. Try using it instead of MSN Search and you can avoid some embarrasment next time. Or any kind of basic research would be good.
DWalla

OK…. you have our attention… publish the miles of bad press about Apple that you somehow are privy to…. what?… you don’t have any? Or are you asking mainstream media to do their normal job… trumping up stories for the sake of selling their media?
DWalla

OK…. you have our attention… publish the miles of bad press about Apple that you somehow are privy to…. what?… you don’t have any? Or are you asking mainstream media to do their normal job… trumping up stories for the sake of selling their media?
http://scobleizer.com/ Robert Scoble

>It isn’t about regular ol’ customer service. It’s about a prima-donna blogger acting like he’s been slighted when he doesn’t get special treatment from Apple.

That makes for a very nice story. But read my post again. I wasn’t the one at the counter.

Second, I have more than a dozen stories of people who had to leave their new Macs at a store for two weeks to have rebooting/shutdown problems fixed.

And, again, Best Buy always takes back stuff. I’ve returned several items there and spend a lot of time in that store and I’ve always seen them take things back.
http://scobleizer.com/ Robert Scoble

>It isn’t about regular ol’ customer service. It’s about a prima-donna blogger acting like he’s been slighted when he doesn’t get special treatment from Apple.

That makes for a very nice story. But read my post again. I wasn’t the one at the counter.

Second, I have more than a dozen stories of people who had to leave their new Macs at a store for two weeks to have rebooting/shutdown problems fixed.

And, again, Best Buy always takes back stuff. I’ve returned several items there and spend a lot of time in that store and I’ve always seen them take things back.
jbelkin

CES is 98% clock radios, wiring, car attennas, and wiring – even 99% of large Tv’s are just that – TV’s – there’s some show-off technology but like a car show, where you get a lot of concepts that never get very far (How’s that voice activated remote from Intel working for you). Bill Gates goes but says nothing that you or I couldn’ say if we had 5 minutes and someone threw us up on stage. Go back and read his keynote and pretend the guy from RadioShack says it – who would even quote it? That’s not say CES isn’t fun in some aspects but right now, the industry is being led by Apple – the companies at CES intro some new technologies but it’s a show for retailers who dictate what’s what – look at the nobuzz around blu-ray or HD or the Sony Aibo dog … Apple actually intros technology that gets used by people and right now where they go, they stake a lead …
jbelkin

CES is 98% clock radios, wiring, car attennas, and wiring – even 99% of large Tv’s are just that – TV’s – there’s some show-off technology but like a car show, where you get a lot of concepts that never get very far (How’s that voice activated remote from Intel working for you). Bill Gates goes but says nothing that you or I couldn’ say if we had 5 minutes and someone threw us up on stage. Go back and read his keynote and pretend the guy from RadioShack says it – who would even quote it? That’s not say CES isn’t fun in some aspects but right now, the industry is being led by Apple – the companies at CES intro some new technologies but it’s a show for retailers who dictate what’s what – look at the nobuzz around blu-ray or HD or the Sony Aibo dog … Apple actually intros technology that gets used by people and right now where they go, they stake a lead …
Larry

Robert,

I am confused by the strength of your anger.

Help readers understand what your time expectations are for fixing your car (inc time to get a slot in their schedule), washer and dryer, TV, getting cable installed, etc etc, while they are under warranty.
Larry

Robert,

I am confused by the strength of your anger.

Help readers understand what your time expectations are for fixing your car (inc time to get a slot in their schedule), washer and dryer, TV, getting cable installed, etc etc, while they are under warranty.
Bill Sagert

Jeez, sorry to hear all these stories about computers gone bad, whether Macs, Dells, or whatever. I must be the luckiest sonofabitch to walk the face of the earth, because my two aging Toshibas (4 and 3 yrs old) just keep truckin. For some strange reason, I find Toshibas to be very beautifully designed (but what the heck, aren’t Mac and PC laptops just basically two slabs of hinged plastic?). One had a hard drive failure but the other ain’t never seen a repair shop. Neither one has ever had a virus and since SP2, have never crashed (memo to Steve, I’ll buy a Mac when you quit insulting me in your ads). Robert, I think all the hissy fits are in the comments.
Bill Sagert

Jeez, sorry to hear all these stories about computers gone bad, whether Macs, Dells, or whatever. I must be the luckiest sonofabitch to walk the face of the earth, because my two aging Toshibas (4 and 3 yrs old) just keep truckin. For some strange reason, I find Toshibas to be very beautifully designed (but what the heck, aren’t Mac and PC laptops just basically two slabs of hinged plastic?). One had a hard drive failure but the other ain’t never seen a repair shop. Neither one has ever had a virus and since SP2, have never crashed (memo to Steve, I’ll buy a Mac when you quit insulting me in your ads). Robert, I think all the hissy fits are in the comments.
Jo B

Robert- I sent an email earlier this afternoon regarding your son’s laptop – please don’t post my comment on the blog, it was more for you personally. I have an 11 year old son nyself, and reading your blog (which I”ve never read before- sorry!) made me wonder how your son was reacting to your reaction.

I hope it all works out for him- I wish him the best on his Mac! He’ll love it.
Jo B

Robert- I sent an email earlier this afternoon regarding your son’s laptop – please don’t post my comment on the blog, it was more for you personally. I have an 11 year old son nyself, and reading your blog (which I”ve never read before- sorry!) made me wonder how your son was reacting to your reaction.

I hope it all works out for him- I wish him the best on his Mac! He’ll love it.
Larry

“The idea that Apple gets a pass is ludicrous.”

Not only do they get a pass, they get tons of free publicity from “stories” that are nothing more than journalists coming up with ways to talk about Apple products.

Use Google News to put it in perspective:
Results 1 – 10 of about 12,210 for ipod
Results 1 – 10 of about 11,126 for darfur

Why does it happen? Because journalists are by and large Apple fans, and by and large biased. You can refute both of those statements if you like, but evidence backs it up.
Larry

“The idea that Apple gets a pass is ludicrous.”

Not only do they get a pass, they get tons of free publicity from “stories” that are nothing more than journalists coming up with ways to talk about Apple products.

Use Google News to put it in perspective:
Results 1 – 10 of about 12,210 for ipod
Results 1 – 10 of about 11,126 for darfur

Why does it happen? Because journalists are by and large Apple fans, and by and large biased. You can refute both of those statements if you like, but evidence backs it up.
aToMac

I think Apple has a lot of fans, like me, but there are also a lot of anti-Apple people.

Apple does get a lot of bad-press. CNet for example has a record on this. Sponsored by…?

I can understand that you and your son are upset. Hell, I would be. But you have to put it in perspective. I am a programmer and at work I have to use MS .Net framework. Visual Studio Professional costs around €1000. It has a lot of bugs in it, as well as the .Net framework.

I file those bugs. If MS can’t fix it, it is either postponed or By Design. And we have to wait months before it gets fixed. Don’t let me even get started about Windows.

Every piece of software contains bugs. And it should be fixed much faster if they have a great impact. The problem is that everyone expects flawless hardware, but on the software side a lot more is accepted. MS doesn’t make a lot of hardware, they are a software company. But we all know, they are lucky that it is much more accepted to create buggy software, than it is to create buggy hardware.
aToMac

I think Apple has a lot of fans, like me, but there are also a lot of anti-Apple people.

Apple does get a lot of bad-press. CNet for example has a record on this. Sponsored by…?

I can understand that you and your son are upset. Hell, I would be. But you have to put it in perspective. I am a programmer and at work I have to use MS .Net framework. Visual Studio Professional costs around €1000. It has a lot of bugs in it, as well as the .Net framework.

I file those bugs. If MS can’t fix it, it is either postponed or By Design. And we have to wait months before it gets fixed. Don’t let me even get started about Windows.

Every piece of software contains bugs. And it should be fixed much faster if they have a great impact. The problem is that everyone expects flawless hardware, but on the software side a lot more is accepted. MS doesn’t make a lot of hardware, they are a software company. But we all know, they are lucky that it is much more accepted to create buggy software, than it is to create buggy hardware.
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http://plubius.wordpress.com/ plubius

The press only publishes what won’t hurt them.
http://plubius.wordpress.com/ plubius

The press only publishes what won’t hurt them.
http://sadbastards.wordpress.com/ Mick

The Scobleizer is speaking the truth. I worked in major media and had a former Apple executive as a boss. Apple is very particular about its image. They should be studied. Apple’s brand is extremely valuable. But Dell has turned its brand into a commodity. The design is boiler plate. Their low-end lap tops are so cheap, they are disposable. The keys fall off of Dells.

Apple’s only competitors are Sony, IBM and HP.

sadbastards.wordpress.com
http://sadbastards.wordpress.com/ Mick

The Scobleizer is speaking the truth. I worked in major media and had a former Apple executive as a boss. Apple is very particular about its image. They should be studied. Apple’s brand is extremely valuable. But Dell has turned its brand into a commodity. The design is boiler plate. Their low-end lap tops are so cheap, they are disposable. The keys fall off of Dells.

Apple’s only competitors are Sony, IBM and HP.

sadbastards.wordpress.com
http://sloantech.blogspot.com/ Steve Sloan

You are right, Robert. Now that you are a born again Mac user (I remember your first Mac interation) you are wondering what I have been wondering for a long-time. I still have a problem with the fact that Mac does not allow folks to blog and I am a person who used to say, “if I am cut I bleed eight colors.”
http://sloantech.blogspot.com Steve Sloan

You are right, Robert. Now that you are a born again Mac user (I remember your first Mac interation) you are wondering what I have been wondering for a long-time. I still have a problem with the fact that Mac does not allow folks to blog and I am a person who used to say, “if I am cut I bleed eight colors.”

Bad PR for Dell but not for Apple?

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