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Steve Jobs’ iPhone Customer Letter: Why I love Apple Again

Posted September 7, 2007 5:00 AM by Gregory Ng
Categories: Opinions 

The big news around the iPhonematters newsroom and probably in every other room that has an iPhone customer was the letter Steve Jobs wrote and published on the Apple website.

In a nutshell: They stand behind the price reduction, they want to really “go for it” during the Christmas season, and they want to take care of their loyal customers.

So I love Apple again. Actually, that is a tad misleading as I never stopped loving Apple wednesday and shortly on thursday, it was just that I was a tad disappointed.  And although the $100 store credit is a very (very) nice gesture and I will certainly take advantage of it, that is not why I love Apple again.

I love them because they value their customers first. I love that they care more than just selling product and making money. I love them because Steve Jobs confirmed in his letter that he does read his email. Note to Steve: send me your personal email and I would be happy to have a discussion with you.

“we need to do a better job taking care of our early iPhone customers as we aggressively go after new ones with a lower price. Our early customers trusted us, and we must live up to that trust with our actions in moments like these.”

In the end, Apple did not need to do this. They could have just said, “screw you guys.” or in a similar vein to some of the comments on this website, “Stop crying, you babies.” But they didn’t. They tied to fix things and at least for this iPhone customer, they succeeded.

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Comments

  1. I think it also shows that, often, “doing the right thing” and “doing the right business thing”, converge.

    Posted by dan on September 7, 2007 6:04 AM

  2. I think apple is in “damage control” this is an AFTER THOUGHT.. I own the iphone, I paid 600, my local store gave me the price match, they have a loyal customer..

    HOWEVER.. this my second apple product EVER.. I will never again buy a product from them in the first 100 days..

    really are we all so simple that we overreacted to the drop, and now we overrreact just as much the other way when apple says “eh, cmon in, give us another 30 bucks, and you take out 50 bucks worth of stuff”

    if the loyal fan / customer base was so important, apple would have instituted an “thank you” program at the unveil for the early adopters.  Not as an after thought..

    they showed you what they think of the first, most loyal, marketing customers..  you are worth an extra 200 bucks to them

    me too, fool me once..

    Posted by think.. on September 7, 2007 6:23 AM

  3. I agree with #2 that it seems to be an ‘after thought’ but it should not be a surprise that in the tech world, any gadget can see a price drop 2 months after its introduction… that’s the price to pay to be an early adopter.
    In the last 2 months I became a lot more dependant on my cell phone than any previous phone I had. My iPhone did replace my iPod nano and got me to the video + video podcast.
    Having constantly an internet access to the full web is something that had changed many things I do everyday… so I am a happy Apple customer, and was not mad at the price drop at all.
    Which mean that the $100 credit is for me something that I really appreciate, and make me in fact an even happier Apple customer !

    Steve
    http://inewsonly.com
    The first ZUI news aggregator for iPhone and iPod touch

    Posted by Steve on September 7, 2007 8:16 AM

  4. My faith has been restored in Apple and Steve jobs. Greg’s totally right, they could have been completely coldhearted about the situation but they realized that they disappointed a lot of their customers/followers. Even if this was damage control, its still a nice gesture, even huge corporations make bad decisions.

    I can guarantee Bill Gates wouldn’t have shown the same compassion and make the same offer that Steve made, although I guess Gates doesn’t really have much pull at Microsoft anymore does he. Either way, I’m not getting my $200 back but I’m still touched by Apple’s Offer.

    Posted by bmai on September 7, 2007 9:05 AM

  5. Apple will probably make a few million off of this decision.  It is the right decision though.  I am just anxious to see how exactly Apple is going to handle this.

    Posted by Chris on September 7, 2007 12:13 PM

  6. Maczealots are brainwashed cowards.

    Posted by Sebhelyesfarku on September 7, 2007 12:23 PM

  7. “I will never again buy a product from them in the first 100 days.”

    I JUST DO NOT GET STATEMENTS LIKE THAT AT ALL!

    If $200 is that big of a deal to you, why did you buy it in the first place?

    Did you use your iphone? Do you use your iphone?

    If you didn’t buy it to use - did you buy it to show off? Then didjn’t buying it early serve its purpose for your ego or whatever?

    I don’t know about you but when I go buy something, I believe it serves my purpose - whether it’s $70k for a car, $600 for a phone or $.79 for a slurpee.

    Were you forced under gunpoint to buy the iPhone? Was there a giant sign promising you personally the price would never change because that $200 could’ve gone for diapers and ramen?

    Personally, I take responsibility for everything I buy. Do I buy dumb things, of course but that’s subjective. It costs me $8 to drink a Coke at a ballpark that I can get for $1 at walmart - do I go home crying over the $7 like the guy above because if the $7 was that important to me, DON"T BUY the COKE at the ballpark - don’t buy things for the WRONG REASONS.

    For people who want a phone with email-internet and a dozen other amazing features, the iphone is UNMATCHED at any other price. Whether it’s $399 or $599 or $999, if it delivers what you want - what is the price. If you think it’s overpriced for what you need - DO NOT BUY IT but stop whining about not buying in 100 days because boo-hoo, the price might drop. GROW UP!

    Posted by jbelkin on September 7, 2007 1:13 PM

  8. A nice gesture by Apple and will bring those initial customers back to an Apple store to spend those credits. smile

    Posted by Neil Anderson on September 8, 2007 7:19 PM

  9. This reply is not a personal reply to the poster.  Just a metaphorical reply.

    Glad you’re not my friend.  If I make a mistake and you perceive it as a betrayal and slander me instead of listening to my explanation then I think I’ll hang out with somebody else.  Of course, I could try to buy your friendship back with some money.  Screw that,  I’ll find someone else to hang with.

    Apple investors are like that, too.  One little slip or perceived mistake and it’s sayonara, you traitor.  I’m pulling out all my money.

    Posted by Constable Odo on September 9, 2007 3:49 PM

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    Posted by hmjqqyzb on November 11, 2007 10:28 PM

  11. Apple will probably make a few million off of this decision.  It is the right decision though.  I am just anxious to see how exactly Apple is going to handle this.
    iPhone Downloads

    Posted by David Murphey on February 16, 2008 1:59 AM

  12. Apple made a very smart customer related business decision.  I bought the phone early on, and I DID go back to spend my credit along with another $100. smile
    Susan
    Celebrity Foods

    Posted by Susan on February 26, 2008 4:15 PM

  13. The most important thing in business is honesty. Customers must be able to trust you in order for you to succeed. Your reputation is very important and it pass on quick. Finding new customers is good, but keeping your old customers is the key to success.

    If you ever need help writing letters to ask for support, you need to write letter format, this site can help: Buiness Letter Format

    Posted by Mitch on February 28, 2008 12:49 AM

  14. I agree that business must be honest

    Posted by custom essay on April 11, 2008 7:27 AM

  15. Hello guys! I want to buy iPhone for cheap price. Can you tell me where I’ll do that?

    Posted by 1wallpaper on April 20, 2008 8:24 PM

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