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Hey Apple, One More Thing...

July 30, 2009, posted to the Blog

What's up with these refunds? The users that you abandoned certainly deserve refunds if they want them. But they deserve those refunds from you not us. You let them down. You made it impossible for them to receive fixes and/or improvements. We were fulfilling our end of the bargain. Why should those refunds come out of our pocket? On top of the lost sales and the refunds we are also still spending hard earned capital on support. We still have employees answering trouble tickets all day everyday attempting to answer:
  • Why isn't the app available?
  • How can I get the fix or feature I was waiting for?
  • How do I get a refund?
  • Will the app be pulled off of my device at the next sync? (By the way, the answer to this one is "No" and unless Apple really goes overboard you can continue to use it as long as you want - just don't delete it.)
And as we have already covered, we don't have answers for any of these items. Is anyone at Apple willing to help us with our shared customers' dilemma?
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Apple Answers FCC

Forbe's Logo"Apple denies it has "rejected" Google Voice. "The application has not been approved because, as submitted for review, it appears to alter the iPhone's distinctive user experience by replacing the iPhone's core mobile telephone functionality and Apple user interface with its own user interface for telephone calls, text messaging and voicemail. Contrary to published reports, Apple has not rejected the Google Voice application, and continues to study it," Apple told the FCC.

That answer maddens Riverturn Chief Executive Kevin Duerr. His company's VoiceCentral was removed from the App Store by Apple, along with two other applications that took advantage of Google Voice's functionality. "It's just intensely frustrating," says Duerr. "They have this way of not answering the question but answering the question they wish they were asked."""

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Kim Miller | Managing Partner
Tier One Partners | www.tieronepr.com
kmiller@tieronepr.com | 781-303-0222