Monday, September 20, 2010

How to silence unhappy customers: the Apple way

When companies are hit by a product quality issue they can either try to confess it publicly or to hide it. Apple tried the latter regarding its iPhone 4 poor reception problem that was confirmed by Consumer Reports. How did they do it? By deleting message threads that mentioned the problem in its support forums. Since then Apple has acknowledged the problem and provided iPhone cases to alleviate it.