MobileMess

Apples MobileMess – Pogue’s Posts – Technology – New York Times Blog:

“I called Apple. Would the P.R. team be willing to say what the problem is? What is being done to solve it? When might it be fixed? What kind of resources or time is being spent on a resolution?

No. Apple declined to comment on any of that.

A P.R. manager did, however, offer me this official statement: ‘The .Mac to MobileMe transition was a lot rockier than we had hoped, and we are still having some growing pains. Some users have been having problems with their e-mail in particular, and we are trying to restore the service as soon as possible. We’re very thankful for our loyal customers’ patience as we work out the kinks.’…

It’s amazing that Apple doesn’t recognize this situation. This is an airplane that’s stuck on the runway for hours with no food or working bathroom. And the pilot doesn’t come on the P.A. system to tell the customers what the problem is, what’s being done to fix it, how much longer they might be stuck, and how he empathizes with their plight. Instead, he comes on once every three hours to repeat the same thing: ‘We apologize for the inconvenience.’”

David is completely right. It’s not just that MobileMe is a MobileMess, although launching a service that’s clearly nowhere near ready is bad enough. It’s the completely lack of communication about the issue, other than the same message, over and over.

This is the flip side of Apple PR’s inability to comment on anything. “Wall of silence” isn’t always a good marketing message.

  • http://www.allpointsorth.co.uk Chris Brennan

    “This is the flip side of Apple PR's inability to comment on anything. “Wall of silence” isn't always a good marketing message.”

    Thing is, I got an iPhone 3G on launch day without having to wait in line and MobileMe has worked every time I've gone to use it. If Apple PR makes an announcement then 'everyone' has a problem. No announcement and the people that aren't noticing any outages don't realise they're happening.