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A disillusioned iPhone customer

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Apple, Inc.'s (NASDAQ: AAPL) iPhone got a little press attention last week. According to The New York Times [registration required], at least one new iPhone user is seriously considering returning her iPhone after less than a week, because it hasn't really changed her life in the ways she'd hoped. Perhaps all the hype has created expectations that are too high to satisfy.

Here are eight reasons Michelle Slatalla wants to return her iPhone, despite a 10% restocking fee:

  • Initiating iPhone on iTunes is tough: When she went to her computer to update the iTunes software, she clicked on the iTunes icon. An onscreen window delivered an ominous message: "Unable to mount disk. Broken pipe."
  • Reading the screen in the sun is impossible: She brought her iPhone with her to a tennis game. However, the harsh midday sun rendered the screen unreadable and reflective.
  • Playing some videos and deleting them is difficult: One of her family members tried to download "South Park - Cartman Farts on Kitty" but it would not be copied because "it cannot be played on this iPhone." She is hoping she can figure out how to delete the South Park file from her computer without erasing her entire hard drive or breaking a pipe.
  • Deleting photos is hard: After frantic attempts to delete pictures of her with a Jabba-the-Hutt-chin failed, "she phoned Apple customer service and learned that the only way to cleanse her iPhone was to first delete the chin shots from her computer's photo folder and then re-sync the folder's contents to the iPhone."
  • Sound quality is not great: She was playing Scrabble while being distracted by a "tinny" rendition of Neil Young's Helpless.
  • Infrequent updating of Google, Inc.'s (NASDAQ: GOOG) satellite maps makes the zoom feature useless in some applications: She wanted to use the iPhone to let her husband know whether he could park on their street. After using the iPhone's maps feature to zoom in on a satellite image of her street, she had reported "All clear," only to remember belatedly, as she rounded the corner and saw her husband's Saab, that Google's satellite images typically aren't updated more than once a year.
  • Replacing battery is inconvenient: She had heard that users must send away the iPhone to replace its battery.
  • Using the keyboard to create notes is awkward: She decided to use the iPhone to make a grocery list. She touched the Notes button and found it difficult to use the tiny keyboard buttons to accurately type "avocado" ("scocafo") or, of all words, "apples" ("sooles"). After "2 doz eggs" came out "DOA efgs," she decided to e-mail the list to herself instead. This only took her a few minutes longer than jotting it down on a scrap of paper.

This author is only one user, but I wonder whether others have had similar problems. Maybe Apple will be able to work out the bugs in the future.

Peter Cohan is president of Peter S. Cohan & Associates, a management consulting and venture capital firm. He also teaches management at Babson College and edits The Cohan Letter. He has no financial interest in the securities mentioned in this post.

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Last updated: November 09, 2009: 12:59 AM

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