Apple CEO 'extremely sorry' for problems with new maps
NEW YORK (AP) - Apple CEO Tim Cook says the company is "extremely sorry" for the frustration its Maps application has caused and it's doing everything it can to make it better. In the meantime, he recommended that people use competing map applications to get around.
Cook said in a letter posted online Friday that Apple "fell short" of its commitment to make the best products for its customers.
"Everything we do at Apple is aimed at making our products the best in the world. We know that you expect that from us, and we will keep working non-stop until Maps lives up to the same incredibly high standard," Cook said.
The Cupertino, Calif., company released an update to its iPhone and iPad operating system last week that replaced Google Maps with Apple's own map application. But users complained that the new map software offers fewer details, lacks public transit directions and misplaces landmarks, among other problems. Users have been flocking to social media to complain and make fun of the app's glitches, which included judging landscape features by their names. The hulking Madison Square Garden arena in New York, for instance, shows up as green park space because of the word "Garden."
It's an unusual misstep for Apple, the world's most valuable company. Apple prides itself on releasing best-of-class products, but there have been mishaps -even under founder and late CEO Steve Jobs, whose dogged perfectionism is legendary. A company apology, analysts believe, would likely have happened under Jobs, too.
"I think they are clearing the air and, more importantly, clarifying why they had to do their own maps," says Tim Bajarin, a Creative Strategies analyst who's followed Apple for more than three decades. He pointed to the infamous "antennagate" issue of 2010. A problem with the iPhone 4's antenna was causing reception issues when people covered a certain spot with a bare hand. Then-CEO Jobs apologized at the time, though denied there was an antenna problem that needed fixing. Apple quickly recovered.
In his letter, Cook said Apple built a new version of its Maps product to give users what they've been asking for. The new app includes turn-by-turn directions, voice integration and a 3-D Flyover feature.
Google's map application for the iPhone did not give turn-by-turn directions or voice-guided navigation, although its version for Android devices does. Google didn't license its turn-by-turn technology to Apple.
Google, says Bajarin, simply "wouldn't give it" because the turn-by-turn feature gave devices running Google's Android software an obvious advantage over Apple. Maps and navigation are among the most-used features of smartphones.
Cook said Apple's Maps will get better as more people use the app and provide feedback. That's true for all digital maps. Google's wasn't perfect when it launched, but got better over the years as users pointed out mistakes and helped the company collect its vast trove of data used to perfect it.
"Ultimately, what (Apple) discovered early on is that Google had access to 100 million iOS users who helped them build the Google Maps database, Bajarin said. "At some point Apple had to put its foot down."
It came time, he added, for Apple to own their Maps customers - and not Google.
But now, Cook is recommending that users look at other options -including Google's map service.
"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 and creating an icon on your home screen to their web app," Cook wrote.
Could Apple have avoided the Maps debacle? Bajarin thinks so. After all, the company released Siri, its oft-derided virtual assistant, Siri, noting that it was still a work-in-progress and would get better over time. Customers understood.
"Had Apple and Tim Cook and team introduced the maps as a work-in-progress, they wouldn't have the backlash," he says.
Apple released the iPhone 5 last week and on Monday it said it sold more than 5 million of them in three days. Although the number is a record for any phone, it was fewer than analysts expected.
Shares of Cupertino, Calif.-based Apple Inc. slid $8.12 to $673.20 late Friday morning, amid a broader market decline.
Cook said in a letter posted online Friday that Apple "fell short" of its commitment to make the best products for its customers.
"Everything we do at Apple is aimed at making our products the best in the world. We know that you expect that from us, and we will keep working non-stop until Maps lives up to the same incredibly high standard," Cook said.
The Cupertino, Calif., company released an update to its iPhone and iPad operating system last week that replaced Google Maps with Apple's own map application. But users complained that the new map software offers fewer details, lacks public transit directions and misplaces landmarks, among other problems. Users have been flocking to social media to complain and make fun of the app's glitches, which included judging landscape features by their names. The hulking Madison Square Garden arena in New York, for instance, shows up as green park space because of the word "Garden."
It's an unusual misstep for Apple, the world's most valuable company. Apple prides itself on releasing best-of-class products, but there have been mishaps -even under founder and late CEO Steve Jobs, whose dogged perfectionism is legendary. A company apology, analysts believe, would likely have happened under Jobs, too.
"I think they are clearing the air and, more importantly, clarifying why they had to do their own maps," says Tim Bajarin, a Creative Strategies analyst who's followed Apple for more than three decades. He pointed to the infamous "antennagate" issue of 2010. A problem with the iPhone 4's antenna was causing reception issues when people covered a certain spot with a bare hand. Then-CEO Jobs apologized at the time, though denied there was an antenna problem that needed fixing. Apple quickly recovered.
In his letter, Cook said Apple built a new version of its Maps product to give users what they've been asking for. The new app includes turn-by-turn directions, voice integration and a 3-D Flyover feature.
Google's map application for the iPhone did not give turn-by-turn directions or voice-guided navigation, although its version for Android devices does. Google didn't license its turn-by-turn technology to Apple.
Google, says Bajarin, simply "wouldn't give it" because the turn-by-turn feature gave devices running Google's Android software an obvious advantage over Apple. Maps and navigation are among the most-used features of smartphones.
Cook said Apple's Maps will get better as more people use the app and provide feedback. That's true for all digital maps. Google's wasn't perfect when it launched, but got better over the years as users pointed out mistakes and helped the company collect its vast trove of data used to perfect it.
"Ultimately, what (Apple) discovered early on is that Google had access to 100 million iOS users who helped them build the Google Maps database, Bajarin said. "At some point Apple had to put its foot down."
It came time, he added, for Apple to own their Maps customers - and not Google.
But now, Cook is recommending that users look at other options -including Google's map service.
"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 and creating an icon on your home screen to their web app," Cook wrote.
Could Apple have avoided the Maps debacle? Bajarin thinks so. After all, the company released Siri, its oft-derided virtual assistant, Siri, noting that it was still a work-in-progress and would get better over time. Customers understood.
"Had Apple and Tim Cook and team introduced the maps as a work-in-progress, they wouldn't have the backlash," he says.
Apple released the iPhone 5 last week and on Monday it said it sold more than 5 million of them in three days. Although the number is a record for any phone, it was fewer than analysts expected.
Shares of Cupertino, Calif.-based Apple Inc. slid $8.12 to $673.20 late Friday morning, amid a broader market decline.
A U.S. appeals court ruled on Friday that a lower court should reconsider a sales ban against Samsung's Galaxy Tab 10.1 won by Apple in a patent dispute with the South Korean electronics maker.
the jury found that Samsung had not violated the patent that was the basis for the tablet injunction and Samsung argued the sales ban should be lifted. U.S. District Judge Lucy Koh said she could not act because Samsung had already appealed.
Why apologize? If all the lemmings will buy anything Apple even when they know things such as suicide nets having to be installed in their Chinese factories to keep people from jumping off the top because of the brutal working conditions, a silly little defective map application certainly isn't going to stop them.
Just remember: buying Apple products means you are smarter, more educated and more progressive than everyone else. Just keep repeating until reality fades away...
IÂ camped outside the store for 3 days and when I tried using the crappy map app to get home I got lost
Funny, but they will fix it. I wonder why they did not do all the testing BEFORE they released the product.
When is there not an issue with the new iPhones? Seems like every time they put one out it's something.. Just above there is a headline that reads, "With Apple Stuck On Land, Google Takes Maps Underwater". Yes, I'm sticking with Droid. Who wants an overpriced piece of garbage anyway?Â
My Androids Mapping system sure has been spot on, speaking of Which seen the Google car driving through 2 days ago in Castle rock WA. I can spot that thing 100 miles away (figuratively Speaking) But you know something, there is something called, Beta testing..and I am sure they new it had issues before they sent the new phones out. This is jsut a way to appears the ones that have no clue as to what really goes on behind the scenes.
 @lee986321 Cool! I grew up in Castle Rock!
Most map application suck. They give wrong directions and often take me to dead end roads in residential areas when I was trying to get to a big business.
Â
At least Apple admits that it sucks which is better than Waze, Garmin or the other map makers.
Â
The best practice is to have an idea where the place is and the major roads to get there before leaving. That way the map won't end up ruining the trip by giving false directions.
Probably wouldn't have happened on Steve's watch. And if it did, someone would have already been fired.
@al_02 Yeah there were never any problems with Apple merchandise when Steve Jobs was alive. That's why Macs make up the majority of PC's in the world. Oh, that's right...they make up about only 5%.
Apple is a peripheral company. They make gadgets. Steve Jobs was a snake oil salesman. A very good snake oil salesman, but a snake oil salesman nonetheless.
Well dont' sweat it Cook. The Cult of Steve lives on and as such people will buy the product, suck or not.
Â
Â
Rush a product to market then appologize when it is a flop. Laugh all the way to the bank. Sounds typical.