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  • Steve Jobs Once Again Handles Apple Customer Service



    Talk about quality customer care. How many major companies can you issue a complaint with only to hear from the CEO himself just a few short hours later? Well, apparently one disgruntled developer had a similar experience with Apple after his app was denied access to the Holy Grail (the iPad App Store). And Steve Jobs picked up the phone to address the matter personally.

    Seattle-based developer Ram Arumugam was angry - very angry - that his "Economy for iPad" app was shot down. It later turns out that the app was riddled with the dreaded non-public code that Apple runs from at all costs. Arumugam, however, contended that he used the big, bad private API to "work around a problem with the on-screen keyboard," which he was having trouble removing from the screen after the user was finished typing. According to the Seattle Times, Arumugam made an appeal to the app-review board regarding the issue. And when he didn't receive any satisfaction, he contacted Steve Jobs via email. Two hours later, the phone rang.

    It was Steve.

    "I was very surprised," Ram told the paper. "I was not even sure whether he would have time to read the e-mail." The outcome of the conversation, however, resulted in Ram's app finally getting into the App Store. It took a conversation with Jobs to get Ram to drop the troublesome code. Subsequently, we now have the privilege of checking out the $2.99 app that sparked so much widespread attention. For Ram, of course, the ordeal was worth it. The dev was happy to report that his economic stat-filled app is now the top selling paid app in the finance category of the iPad App Store.

    Seattle Times
    This article was originally published in forum thread: Steve Jobs Once Again Handles Apple Customer Service started by Michael Essany View original post
    Comments 33 Comments
    1. Eagleye's Avatar
      Eagleye -
      This gives me hope that Steve isn't really a machine....
    1. CaptainChaos's Avatar
      CaptainChaos -
      The code was still removed. So still no bending by the Apple gurus. I just have to tell myself it is for the best seeing as how no restrictions would litter the AppStore with poorly coded apps which in turn would reflect negatively on the whole iOS experience.
    1. Christian Bale's Avatar
      Christian Bale -
      Quote Originally Posted by Eagleye View Post
      This gives me hope that Steve isn't really a machine....
      No. It's in fact the opposite for me. No CEO(and the one from Apple for that matter) would have the time to respond to a random dev personally. Steve Jobs isn't controlling anything, I'm pretty sure he's just a puppet.
    1. CX3NT3_713's Avatar
      CX3NT3_713 -
      Quote Originally Posted by eagleye View Post
      this gives me hope that steve isn't really a machine....
      lmmfgdao!!!!!!!
    1. Forgoten Dynasty's Avatar
      Forgoten Dynasty -
      Quote Originally Posted by Christian Bale View Post
      No. It's in fact the opposite for me. No CEO(and the one from Apple for that matter) would have the time to respond to a random dev personally. Steve Jobs isn't controlling anything, I'm pretty sure he's just a puppet.
      Apple has always been known for its customer service. Stuff like this is just a PR stunt. Makes the company look good.
    1. pentatonic145's Avatar
      pentatonic145 -
      "Subsequently, we now the privilege of checking out the $2.99 app that caused such a raucous."

      Sentence fail: The word "have" is missing and "raucous" is an adjective; not a noun like "ruckus".
    1. stevelucky's Avatar
      stevelucky -
      Stuff like this is just a PR stunt. Makes the company look good.
      I'm pretty sure he's just a puppet.
      Cynical much? Yes, it does make the company good. So does good customer service. So do good products. Is that all just a PR stunt too? Doesn't running a good company overall result in a company that looks good? Why can't we just say that they're a good company instead of saying that it's all just a "PR stunt"? Do you think Apple (and Steve Jobs in particular) is that worried about their PR right now? Their market cap has surpassed Microsoft and their stock is at an all-time high. They're doing just fine without personal calls to developers.

      And the assertion that Steven Jobs is a puppet is one of the most ridiculous ones yet. It just goes to show you don't know much about the history of Apple or Steve Jobs. The man's not perfect and I'm sure he's got many flaws, but a puppet he is not. He's the epitome of controlling (to an unhealthy degree some might say) but it's gotten Apple to where they are today. Watch Pirates of Silicon Valley again if you need a reminder.
    1. ADF's Avatar
      ADF -
      Quote Originally Posted by Christian Bale View Post
      No. It's in fact the opposite for me. No CEO(and the one from Apple for that matter) would have the time to respond to a random dev personally. Steve Jobs isn't controlling anything, I'm pretty sure he's just a puppet.
      You're the puppet.
    1. Rokesomesmeefer's Avatar
      Rokesomesmeefer -
      Quote Originally Posted by Michael Essany View Post
      ...Seattle-based developer Ram Arumugam was angry - very angry - that his "Economy for iPad" app was shot down....

      Seattle Times
      Where the hell does the Seattle Times story or Ram's blog say anything about being angry, let alone very angry? For that matter, there is not a single instance of the word "angry" in either. Frustrated, sure.

      There's no story here. Developer makes app. App violates app store policy and gets rejected. Developer whines to Steve. Steve tells developer no exception. Developer removes violating code and re-submits app. App gets accepted. Big deal.

      Do us all a favor Essany, cut the sensationalist crap. I'll probably get another infraction for this post, but I'm really getting tired of crap getting in the way of reading quality news.
    1. jdm.accord's Avatar
      jdm.accord -
      This is a Messanny article so during the call Steve must have hinted that the iPhone was coming to Verizon. Or he prolly called from his Verizon iPhone. Or he was working having homo-erotic secks with the Verizon "can you hear me now" guy while making the call......
    1. PM5K's Avatar
      PM5K -
      Ugh what a horrible article. Riddled with the dreaded non-public code? You obviously didn't read the article.

      What I don't understand, and neither article mentions it; is why did he remove the code? Did Steve just explain to him why he had to, or did he somehow explain how he could do the same thing without using the private API's?

      In other words did he just tell him not to use it, or actually provide him with some coding tips so he could remove it?
    1. politicalslug's Avatar
      politicalslug -
      Steve has plenty of time for phone calls and emails. As I understand it Jobs has no less than 15 clones, two of which have only the task of customer control and a mere five clones dedicating themselves to total world domination. That leaves at least 8 clones remaining to run the company.
    1. Rob_Quads's Avatar
      Rob_Quads -
      Is this the latest way to get your app purchased then. Viral advertising about having a problem with Apple blah blah to make people want to look at the product.
      Fair play i suppose if so many people will pay $2.99 just to take a look what all the fuss is about
    1. athleticswimmer's Avatar
      athleticswimmer -
      I cant imagine how shocked the guy must have been.....

      *ring! ring!
      * WHAT NOW!!!...*pick up phone* who are YOU!!?
      * im steve jobs ****!

      sorry for inappropriate language.....
    1. domenicp's Avatar
      domenicp -
      So the developer followed Apple's guidelines and surprise it got approved. The fact that it took a call from Steve Jobs to get him to do this is ridiculous. I suspect this was more a case of developer incompetence than a problem with the API. Not sure the app sounds like its worth the download... But I'm sure the publicity of a so-called phone call from Steve Jobs helped his sales. Was that even confirmed?
    1. Rokesomesmeefer's Avatar
      Rokesomesmeefer -
      Quote Originally Posted by domenicp View Post
      So the developer followed Apple's guidelines and surprise it got approved. The fact that it took a call from Steve Jobs to get him to do this is ridiculous. I suspect this was more a case of developer incompetence than a problem with the API. Not sure the app sounds like its worth the download... But I'm sure the publicity of a so-called phone call from Steve Jobs helped his sales. Was that even confirmed?
      Of course not. Had it been confirmed, it wouldn't be reported to us by Michael Essany.
    1. AnthonyGiola's Avatar
      AnthonyGiola -
      Quote Originally Posted by Rokesomesmeefer View Post
      Of course not. Had it been confirmed, it wouldn't be reported to us by Michael Essany.
      LOL made my day man.
    1. whereswaldo's Avatar
      whereswaldo -
      Quote Originally Posted by Eagleye View Post
      This gives me hope that Steve isn't really a machine....
      Maybe he is a machine, just with good customer service programming
    1. Snozberries's Avatar
      Snozberries -
      Quote Originally Posted by Eagleye View Post
      This gives me hope that Steve isn't really a machine....
      Ro-Steve-O disagrees...
    1. punjabi212's Avatar
      punjabi212 -
      Quote Originally Posted by rokesomesmeefer View Post
      of course not. Had it been confirmed, it wouldn't be reported to us by michael essany.
      lol