Is Apple losing its bite? Headwinds for iPhone company – The Wall Street Journal

Five years ago I was a serious Apple fan. I was totally committed to the brand, with my sons owning iPads and several MacBook Airs and iPhones in the house. But my last experience, which was late last year, at the Apple shop in Edinburgh put paid to that. I found myself standing in a queue for the best part of a day alongside other Apple fans whose devices weren't working and were having no joy in getting their equipment fixed quickly and without hassle. It was a stark contrast to previous visits to Apple stores, where I experienced Apple genius folk as being highly customer-focused and with a can-do approach. I eventually got my MacBook Air back about 10 days after having the touch pad replaced – and with a warning that the next time my three-year-old lap top packs up I'll need a new one because Apple won't have replacement parts for this particular model. That day, I also saw a woman literally weeping in the store because her new laptop had malfunctioned, taking valuable data with it, and a phone owner very disappointed because a clause in the small print meant she was not eligible to get a fault fixed for free. I came away thinking that it was time for me to wean myself off Apple. Apple CEO Tim Cook is apparently delighted by his company's results, with a return to growth. Maybe he should visit his Edinburgh store some time as a mystery shopper for a genuine glimpse into what it's like being an Apple customer these days. – Jackie Cameron

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