Apple Support Discussions – Online Community Management Gone Bad

Apple really let me down when their community manager deleted my post asking for community feedback on the iPad upgrade to iOS 5

Photo entitled "Dirty, Rotten Apple" by Lara604 on Flickr

Wow…my perception of Apple Support just dropped 2 more notches.

Not only am I having a terrible time with the iOS 5 upgrade on my iPad, but now my post on the Apple Support Discussion Forum has been deleted because it “contained feedback or feature requests”.

Really?!? Feedback or feature requests aren’t appropriate for the Apple Forums? Last I checked, that was the entire point of community support forums. “Community” implies that members can talk to each other, but apparently that’s not how Apple sees “communities”, unless the conversation is talking about the positive aspects of their products.

The exact message provided to me from Apple Support is as follows:

Dear Sean,

Your post was removed from Apple Support Communities as it contained feedback or feature requests. These areas are intended to address technical issues about Apple products. Although your feedback is appreciated, unfortunately these forums are not designed for it and your thoughts/concerns will not get the attention they deserve.

If you would like to send feedback to Apple about a product, please use the appropriate selection at http://www.apple.com/feedback/
As part of submitting feedback, please read the Unsolicited Idea Submission Policy linked to the feedback page.

Sometimes you have comments or concerns for which there is no technical response. If you need the kind of help that a troubleshooting expert can’t provide, you can call Apple’s Customer Relations group.

Best Regards,
Apple Support Communities Staff

Essentially, because I asked the iPad support community whether other users were having issues with their iPad after the iOS 5 upgrade, Apple Community Managers chose to delete my post and asks me to send my “technical issue” or “enhancement request” privately to them via a feedback form. What happened to openness, honesty, and transparency? Oh yeah, Apple has never been into openness…one of the reasons I hadn’t purchased an Apple product prior to my iPad since 1993.

In case you’re interested, my post on the community was as follows:

I upgraded my iPad 1 to iOS 5 and the number of crashes I have daily is just ridiculous. Both the email client and Safari are crashing frequently, so I’m not chalking this up to app issues. When it happens, whichever app it is lags for a good 5 seconds, and then just closes out. No jailbreaking, no highly customized apps, just the standard apps plus Evernote, Angry Birds, and a few others.

At first, I thought it was the cloud services and I disabled those services, which helped out a bit, but it’s still crashing. I guess the next step is a complete factory reset…which SUCKS!

Anyone else out there seeing these issues? If you want info about my experiences so far, I’ve been documenting a few of the issues on my blog. If you’re interested a link is in my profile, just search for iPad.

Would love to hear if I’m in the minority, here…

–Sean

My goal was to try to identify whether others were having the same issues with iOS 5 to determine whether this is a one-of in my case or whether others are having the same issues and whether others have done any troubleshooting and found resolution. I guess I won’t be able to find out whether other member of the Apple Support forums are having issues as I assume that the Apple community managers are deleting their posts, as well. Nice community, I guess only Fanboys are allowed.

I guess if I ever have something positive to say about Apple, I’ll head back over and post it there. I’m sure they’ll let that comment remain live. Until, then, I’d love to hear from the other Apple community users who are experiencing issues. If you’re having a problem with your iPad, iPad 2, or iPhone after the upgrade, feel free to add your experiences in the comments. Apple may never look at them, but at least they’ll be tracked for posterity.

To the Apple community managers – If you’re afraid of what people are saying about your products, just put your heads back in the sand and keep on believing that no one ever says anything bad about Apple products on the Web. Forget the fact that blogs, Twitter, Facebook, and YouTube exist. Go one, try controlling the conversation in your one little corner of the Web. If a bad comment is posted on the Web and you can’t delete it, it never really happens anyway…right?

So if you haven’t already upgraded your iPad or iPad 2 to iOS 5, I’d really recommend holding off. If you have already and you’re experiencing issues, don’t bother posting about them on the Apple Community Discussions.

I guess this experience is just one more grain of sand on the scale tipping toward my next tablet being Android-based.

–Sean

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