请不要小看一个用户的愤怒。Jeff Jarvis在他的书《What Would Google Do?》中提到他买过一台戴尔笔记本电脑，但是有一大堆程序缺陷，每次维修都会有新的问题出现，于是他在博客上发表了一篇名为《Dell sucks》的文章，很快，就受了成千上万人的追捧，而且在google的排名上升到第一页，两个月这内，dell的销量受到了巨大的影响。我无意砸你的场子，只是dell无论怎么样还派了专业人士多次进行了维修，但你们却明知问题，也知道解决方法却什么也不做，还竟然出台新规定停止了原本正确的解决方式，把问题全部归因为各地环境不当。那是不是你们在销售电脑时也要考虑到我们是发展中国家，给我们一些“规定”的优惠呢？我不禁也想真诚的问一句—— What Would Apple Do?
What Would Apple Do？
Apple, What you may lose will NOT just be me
(Mr Jobs, please, please read this through)
/By Yishang Hu, a IMAC user from Nanjing, China
/Translated by: Wenwen Wang email@example.com
I am a Mac user from Nanjing, China. There are some complaints about Mac that you probably have heard more than a million times and gone numb about. However, please allow me to bring it up one more time, since it has never been fully resolved. As a true fan of IMAC, I can literally turn a blind eye to some of my idle’s flaws. Yet I can not tolerate her to do the same to her own problems, or even repeat the same mistakes over and over again. This is different from worshiping a pop star. I have willingly paid a considerable amount of money for your product, and you should take the responsibility to solve the inconvenience it causes me completely.
On May 3rd, 2010, I bought an IMAC950（SSN#：W8017N5S5PC）. I remember the date so clearly, not just because it was during the conventional Chinese Labor Day, but rather because I have finally got my dream computer. I admit that I had struggled for a very long time before I finally made up my mind. A senior fan of Apple’s said to me, “MAC, just buy it!” But, as you know, MAC is NOT cheap. Even those who can afford a MAC may think it is not worth it spending so much more money on a MAC compared to a PC of similar performance. But as for me, who deals with images 24/7, choosing MAC is like choosing a dream. Maybe now you are laughing up your sleeve: how on earth would there be such a cheap dream? Too easy to fulfill even if there is one. But if you understand what I have been through, maybe you will change your mind. Because I have been spending so much more time and efforts on this materialized dream of mine than I should, which I had never expected at all.
On July 19th, 2010, when I clicked open a webpage with white background, a few blemish spots on the top left corner of the screen suddenly caught my eyes. At first I did not pay much attention to them at all, because I thought they were just water drops from drinks or fruit that I had. However, I started getting worried as I could not get them off with a screen cleaning towel. Those blemishes (blur like water drops) were as disturbing as oil stains on a white dress. I recalled that when I first started looking into computer market, a friend from a MAC fan group reminded me a few problems about IMAC. One was the thermal dissipation problem on the top left corner, and the other was those mold spots he used to have on his screen. He took his IMAC to the customer service center, where the tech support first suspected it was high humidity, but then got her a new screen after looking into it. At once I started looking up relevant topics from several Apple forums, which, instead of giving me relief, made me more and more nervous. There were so many users out there suffering from the same problem. It was obviously NOT a rare case, and the consequences and solutions have turned out to be various for different people. Some luckily got their screens directly changed, yet the others were declined of service. The explanation from applecare was that IMAC has wide screen joints that could be easily invaded by dusts, which, combined with humidity, might turn into gray blemishes, big or small.
The next day, or the 20th, was a very, very hot day. Yet I carried my IMAC to the designated service station (Nanjing, China) anyway. The tech support personal opened my computer, smiled, and said,” Oh, THAT problem. Sorry, we don’t cover that problem any more.” Huh, I can see that it was such a common problem that he was actually amused to see it again. But I was not. Not at all. I asked him why they could not solve this, because many friends of mine who had this problem had their screens changed. He was nice enough to explained to me patiently, “We used to cover this last year, but then a new policy came from the headquarters. They say because of varying environmental conditions in different regions, such as using an air conditioning or a fan, there could be such a problem of having dusts in the screen. As long as it doesn’t affect its performance, we do not cover it!” Of course I could not have my peace with such an explanation. I told him that the most valued essence of IMAC was its high-quality screen and its pure colors. How could I work on my computer without noticing such ugly blemishes on the screen? I never had such a problem with ANY other computers, some of which even had their screen clean and clear after being used for five or six years. Needless to add that I had only had this IMAC for no longer than three months! But finally, you know, as what usually happens, he could do nothing about it, because it was a policy from the upper level, a policy fresh from the oven that just came out this year.
But it has been well known as a problem, and not a tiny one. You can make a suit as high quality as you want, yet if it doesn’t look neat and tidy, nobody would want to pay for it. IMAC is beautiful, yet those damn little spots that it gets as you use it makes me filled with mixed feelings inside. It is SO eye striking on a pure background, just like those persisting tea stains or beard residues on your suit right before you entering a senior session. Why could you do? Further more, let’s take a step back. Can you be sloppy with your dressing even if it was just a regular meeting at work? Is Apple only serving users like us who deals with images all the time? Is it true that only the eyes of such users can discover and be disturbed by those spots? Even my sixty-year-old mother can easily see those dust spots without her reading glasses on, not to mention that I have to live with it for months and years. Now it was just 6 or 7 spots on the top left corner. But just think about it. In the near future, there may be big and small spots all over the screen, which you claim just a “normal” dust invasion under “different conditions”, and it still won’t significantly affect me as a user. Right? Like putting on a pair of glasses dipped in mud water! I can not, as much as I won’t, just let it go and set it aside like some other users from the forums. Those blemishes won’t be just a few spots, but real concerns, which will grow into deep pains inside the users’ chests and sooner or later need to flood out to be heard. That is right. I am going to ask my friends to translate this article into English (maybe also Japanese, French, German…). But not just for your convenience to read it, but for those around the globe, whether they are currently Apple users or not, to read. I am not your equal, but just a disappointed fan. When a fan is disappointed, he is reduced into just a regular user. When a regular user continues to be disappointed……
Please, do not underestimate the indignation of a user. In his book What Would Google Do? Jeff Jarvis mentioned that he bought a Dell laptop with a LOT of programming flaws, and even more new ones after every service. Therefore he posted an article titled Dell sucks on his blog, which caught thousands of hundreds of eyeballs. Soon it reached high popularity and support and rose up to the first page of Google search. As a consequence, Dell suffered a sharp dive in its sales merely two months. I am not intended to make you look bad, but even Dell, whatever problems they had, had sent their professional supports and tried their best to repair the problems multiple times. Yet what did YOU do? You have already admitted the problem and you already have the solution. But you have decided to make a convenient new policy to stop providing the satisfying solution and blame all faults on the varying conditions in different regions. Does that “regional” thing also mean you should have taken into account that we are a developing country and give us proper discounts off your high prices when you enter our market? I can’t help but ask the same sincere question: --- What Would Apple Do?
Kai-fu Lee once said that Microsoft was old-fashion while he highly praised the brilliance of Apple and the uniqueness of Jobs. However, this uniqueness should not equal to self centeredness, but one-of-a-kind planning and services, such as preferential policies and trials for colleges and universities which can invite more young users and boost public praises and popularities among students and advance marketing and sales.
I believe that there are many people out there, just like me, who see the appearance and interface operation of IMAC and at once lose all of their interest in seeing any other computer. Yet it is a natural thing for people to compare merchandises out in the market even when they do grocery shopping, let alone computers. And as the sciences and technologies develop so fast, computer is no longer a “once-in-a-life-time” purchase. Not any more. In fact, people upgrade or even replace their computers as frequently as in maybe only two or three years. You DO NOT want to let down your current customers, even less to let them regret a purchase that they just made in no longer than three-month time. At first I was feeling lucky, because it was no major problem, just some dusts. Yet after talking to your after-purchase service, I even once had this “malicious” thought that what if my computer really had a flickering or yellowish screen like a 27-inch IMAC. Does that give me a justifiable screen change?
As a popular saying in China, “You can not push your luck forever; your karma’s payment will be due sooner or later!”
Or as in an unpleasant prison jargon, “what goes around, comes around”
Please, resolve all those problems that deserve resolving, patiently and seriously. I know that requires lots of efforts and costs, yet that’s what you will have to pay sooner or later. And sooner is undoubtedly better than later, especially for a company that has been so experienced and excellent.
Please, consider my words seriously. Listen to the small voice from far orient. What I want is not just to have my own screen cleaned or changed, but free all those peer users from the same problems. I am NOT a particular rare case. China is NOT a particular rare case!
Unless you do something, what you may lose will NOT just me!
What Would Apple Do?