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Apple CEO apologizes for Maps errors
Source: Agencies |
September 29, 2012, Saturday
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Print Edition
Print Edition
APPLE Inc Chief Executive Officer Tim Cook apologized yesterday to customers frustrated with glaring errors in its new Maps service, and, in an unusual move for the consumer giant, directed them to rival services instead, such as Google Inc's Maps.
The rare apology follows Apple's launch of its own mapping service earlier this month, when it began selling the iPhone 5 and rolled out iOS 6, the highly anticipated update to its mobile software platform.
Users complained that the new Maps service - based on Dutch navigation equipment and digital map maker TomTom NV's data - contained geographical errors and gaps in information, and that it lacked features that made Google Maps so popular, including public transit directions, comprehensive traffic data or street view pictures.
"We are extremely sorry for the frustration this has caused our customers and we are doing everything we can to make Maps better," Cook said in a letter to customers released on its website, adding that the company "fell short" of its commitment to deliver "the best experience possible to our customers."
He then suggested that customers download rival mapping services available in Apple's App store, while the company improves the product.
"While we're improving Maps, you can try alternatives by downloading map apps from the App Store like Bing, MapQuest and Waze, or use Google or Nokia maps by going to their websites," he said in the letter.
Apple is typically loathe to tout rival services and the apology by Cook is an indication of how Apple is changing under the chief executive who took over last year from co-founder Steve Jobs just before he died.
The last time Apple faced such widespread criticism was in 2010, when users complained of signal reception issues on the then-new iPhone 4 model.
A defiant Jobs at the time rejected any suggestion the iPhone 4's design was flawed but offered consumers free phone cases at a rare, 90-minute press conference called to address those complaints. While Apple fixed the issue, Jobs apologized to users only after he was specifically asked if he was sorry.
The rare apology follows Apple's launch of its own mapping service earlier this month, when it began selling the iPhone 5 and rolled out iOS 6, the highly anticipated update to its mobile software platform.
Users complained that the new Maps service - based on Dutch navigation equipment and digital map maker TomTom NV's data - contained geographical errors and gaps in information, and that it lacked features that made Google Maps so popular, including public transit directions, comprehensive traffic data or street view pictures.
"We are extremely sorry for the frustration this has caused our customers and we are doing everything we can to make Maps better," Cook said in a letter to customers released on its website, adding that the company "fell short" of its commitment to deliver "the best experience possible to our customers."
He then suggested that customers download rival mapping services available in Apple's App store, while the company improves the product.
"While we're improving Maps, you can try alternatives by downloading map apps from the App Store like Bing, MapQuest and Waze, or use Google or Nokia maps by going to their websites," he said in the letter.
Apple is typically loathe to tout rival services and the apology by Cook is an indication of how Apple is changing under the chief executive who took over last year from co-founder Steve Jobs just before he died.
The last time Apple faced such widespread criticism was in 2010, when users complained of signal reception issues on the then-new iPhone 4 model.
A defiant Jobs at the time rejected any suggestion the iPhone 4's design was flawed but offered consumers free phone cases at a rare, 90-minute press conference called to address those complaints. While Apple fixed the issue, Jobs apologized to users only after he was specifically asked if he was sorry.
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