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:
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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."
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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.
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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.
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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."
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Sound quality is not great: She was playing Scrabble while being distracted by a "tinny" rendition of Neil Young's Helpless.
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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.
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Replacing battery is inconvenient: She had heard that users must send away the iPhone to replace its battery.
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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.











Reader Comments (Page 1 of 2)
7-05-2007 @ 11:17AM
peter said...
Gee, one million I phones activated and one complaint. Not bad percentages there. Guess we all will chase total perfection til we die...all I know is that my daughter, many of her friends (all in their 20's) absolutely love their Iphones and consider it to be the greatest piece of technology out there...as does the wife of a big client of mine.
7-05-2007 @ 11:31AM
Sam said...
I was sure that this was a parody, until I clicked the NYT link. Wow, just wow.
7-05-2007 @ 11:27AM
george scandalis said...
Mr Cohen,
After 1 million activations in less than 5 selling days, this is what you write about?
Here's a thought, take some time off, relax, live a little.It seems to me that you're obviously out of relevant idea's. Even though writing about an insanely popular consumer product might get you some column space it will not enhance your credibility going forward.
7-05-2007 @ 11:27AM
Warren said...
"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."
How is this an iPhone complaint?
7-05-2007 @ 11:49AM
BILL said...
REALLY. IS THIS THE BEST THE FABLED, FANTASTIC, OMNIPOTENT NY TIMES COULD RECORD FOR POSTERITY?
I HAVE A TOASTER THAT DOESN'T MAKE THE RIGHT COLOR BROWN TOAST EVERY TIME. GOOD FODDER FOR A COLUMN,
NO?
7-05-2007 @ 11:51AM
pebzbuan said...
i think she really needs to watch the videos on the apple website on how to use the player. or probably she need to get tutor to learn tech stuff...
7-05-2007 @ 11:56AM
pebzbuan said...
she was probably using the iphone to turn on her TV or her aircon. waaaaaaaaaaaa....
7-05-2007 @ 11:58AM
allenarpadi said...
Blow this Cohan guy off. this iPhone "customer" has written on computer commercialism for years for the NYT and her children know more about using the iPhone than she does.
At least her children are excited about the phone. She will keep the phone.
I still think Cohan will own an iPhone within the month.
http://www.nytimes.com/2007/07/05/fashion/05Cyber.html
-allen arpadi
7-05-2007 @ 11:59AM
kidrazor said...
Ha! Is this for real? It sounds like a sarcastic mockery of someone's grandma, the same people who had trouble operating a VCR should probably not even have a cell phone.
7-05-2007 @ 12:02PM
seth said...
Mr. Cohan, since you seem to be suffering from a severe case of writer's block, I would like to recommend a great book by Annie Lamott. It's called "Bird by Bird". Maybe then you won't resort slinging drivel. If, though, you actually meant to say what indeed are saying, then i will try to find something to help you see the difference between crap and crackers. At least give us crumbs!
7-05-2007 @ 12:06PM
thom said...
If the refresh rates of Google satellite images is a factor in your appraisal of the quality of the iPhone, how serious are we supposed to take you?
I got my hands on one last Tuesday and found it to be the most intuitive electronic device I've ever used with the possible exception of my toothbrush.
Please do a follow up article that compares the iPhone to the device that would better meet this woman's needs.
7-05-2007 @ 1:07PM
Veronica said...
Peter,
This one is the best yet... a million activations later, you still pound the "NO," button. That takes guts. At the least, on your watch, no Cohan could never be called a quitter!
My relationship with you began by you making me FURIOUS. Your naysaying about the iPhone, in the face of the verifiable fact of it's success, REALLY set my hair on fire. Now, AMAZINGLY, I've awakened to your point of view. (Don't get me wrong though)... I still think you are ridiculously inaccurate and unbelievably negative, but I find that I am thoroughly entertained by your rantings.
In fact, I'm beginning to suspect you're a closet Apple "fanboy," just having a little fun.
So, here's to you Peter & thanks for the chuckles. I do appreciate you and eagerly await your next volley of arrows!
Regards,
Veronica T.
7-05-2007 @ 1:22PM
Terry said...
One complaint out of 1 million sold. Wish the auto makers could say the same....or the airlines. I guess no one has ever heard of a few bugs that always need to be worked out with new product development. I don't have the phone yet, and doubt I will get one because I simply don't need all the features. But I am a stockholder, so as long as the stock continues to move up I say "Go, Shop, Buy iPhones"....at a 50 percent markup over cost, Apple is laughing all the way to the bank. Ha!
7-05-2007 @ 1:56PM
Eric said...
These are the same problems that iPods have... if she bought it and didn't expect these problems, she should have probably done a bit of research.
7-05-2007 @ 1:58PM
Rob said...
Some people are just too stupid to use computers and tech gadgets. She should do everyone a favor and return the phone, then go back into her house and stay there.
7-05-2007 @ 2:31PM
paul said...
Dear Mr. Cohan I own Apple stock so NOCK IT OFF ALREADY
7-05-2007 @ 4:53PM
bj said...
You should do your own research or visit apple.com - this columnist is clearly scraping the bottom of the barrel to find something to complain about
7-05-2007 @ 6:06PM
thompr said...
You mean that when I go to Google Maps, a nearby satellite isn't commanded to steer in real-time, according to my finger motions?
What a freakin' rip-off!
Thompson
7-06-2007 @ 2:55PM
Bill said...
Well it certainly appears that there is great sensitivity to ANY criticism of the Iphone. Forget hte complaint about the Google maps, what about hte practicality of not being able to see the display in the sunlight? The lack of making the keyboard appear in landscape seems a simple oversight that might have made it easier to do the shopping list. The iphone II will be a great success and and the vast majority of the current phones will end up in your drawer.
7-10-2007 @ 1:57AM
mongul said...
"Well it certainly appears that there is great sensitivity to ANY criticism of the Iphone."
No, you must admit that most of her complaints are ludicrous.
"what about hte practicality of not being able to see the display in the sunlight?"
Depends who you ask, according to Engadget: "The screen also provides an excellent outdoor viewing experience. With optical properties reminiscent of transflective displays, the iPhone remains completely readable (if a only bit washed out) even in direct sunlight."
http://www.engadget.com/2007/07/03/iphone-review-part-1-hardware-interface-keyboard/