Let’s just say I called it first in my blog back on July 6th. Now P.R. experts are saying the iPhone 4 will be recalled. I have been following this Apple story since my blogging career started --about a month ago. Back then I likened the circumstance of the faulty phone to the BP response to the oil spill -- slow and ineffective.
Now a host of crisis communications agree that Apple needs to put the fire out. A class action lawsuit initiated by citizens has developed out of this fiasco. What’s strange is that Apple has been acknowledged as having one of the finest customer service departments by a manufacturer.
I rate Apple customer service way up there and comparable to American Express. Makes you wonder whether Apple’s problem is because its association with AT&T.
Even Consumer Reports recommended that people avoid the iPhone 4.
CultofMac author Leander Kahney conducted interviews with a number of p.r. professionals, from university-based to consultants and authors.
He later updated the Web site saying that Apple has a similar problem to Toyota, and simply needs to issue a recall.
Apple doesn’t need to hire anyone to manage this crisis. Apple simply needs to do what it has already proven it has the potential to do best: The right thing.


Salon.com
Comments