"The world is governed more by appearances than realities, so that it is fully as necessary to seem to know something as to know it." - Daniel Webster

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From MFTTW:

Is something rotten at Apple?

"In its ubiquitous TV ads, Apple claims that its new iPhone is twice as fast as the original version and just half the price. Neither is true. The half-price fib has been obvious for some time: When you add the price of AT&T's required two-year contract, the new phone costs slightly more than the old phone... Smith, echoing thousands of complaints logged on Apple's Web site, says that her iPhone rarely connects to AT&T's fast 3G network, instead staying fixed to the pokey EDGE service that was the bane of the first iPhone. Smith's iPhone doesn't just fail on tasks like downloading e-mail and surfing the Web, she says. It also drops many of her voice calls...

As many iPhone owners have noticed, the phone often mysteriously refuses to load these apps, rendering them useless. Smith is asking a judge to grant her lawsuit class-action status. I hope it's approved. Apple has reluctantly acknowledged flaws in the iPhone and has quietly promised to correct them, but there's no sign that it's taking the complaints very seriously. The lawsuit might be just the kick it needs to fix the world's broken iPhones.

... In a widely circulated post, Techcrunch's Michael Arrington claimed last week that Apple's PCs aren't doing so well either. Arrington, a longtime Apple fan, says he's had four new Macs break in different ways—one refused to connect to Wi-Fi networks, one suffered a keyboard flaw, and two shut down mysteriously.

Is something rotten at Apple? Is it "flailing badly at the edges," as Arrington argues? Is it possible that Steve Jobs' reality distortion field is finally weakening—that the scales have fallen from our eyes and we're now seeing that Apple's products are just as flawed and prone to failure as any other hardware?

Well, not really. As Apple fans point out, people still love Apple... "Apple has an almost Teflon-like quality. Its problems don't really seem to matter to consumers." So much for the death of the reality distortion field...

What's troubling, though, is Apple's tendency to milk this advantage—when it does screw up, it prefers secrecy over full disclosure, and it expects customers to quickly forgive any slight...

Contrast Apple's response to how other major tech firms handled recent failures. As Adam Engst, editor of the Mac newsletter TidBits, points out, when Netflix suffered shipping delays earlier this month, it issued an immediate, clear explanation and apology and automatically credited customers' accounts. Netflix customers raved about how the company handled the problem. Voilà: The company turned a tech failure into a PR win...

Apple's strategy for dealing with complaints stems from a companywide emphasis on secrecy. Tight lips work well for Apple, building suspense among loyalists and the press about upcoming products and burnishing its reputation as a company that leads rather than follows...

What's more, Apple's customer base is widening beyond longtime Mac fanatics—people who give the company a pass because they regard it as an underdog. The Mac's market share is growing rapidly, suggesting that lots of Windows users are switching... You may be willing to overlook Apple's silence about a dead battery on your MP3 player. But if the company continues to stonewall people whose phones cut off every five minutes, Steve Jobs better get ready for some marches on Cupertino."