Kudos to Apple: they did it right this time

By | May 20, 2010, 2:59am PDT

Summary: Well, as it turns out, Apple stepped up to the plate and did the right thing.

On Tuesday, I ran an article entitled When it comes to selling iPads, Apple is truly anti-American (and anti-disadvantaged).

It was a pretty harsh (OK, very harsh) article about Apple’s policy to accept only plastic when selling iPads from their stores. It spotlighted a woman who’d saved up and then been turned away by a clerk at the Palo Alto store.

Well, as it turns out, Apple stepped up to the plate and did the right thing. First, they’re changing their no-cash policy company-wide. You can buy an iPad at an Apple store with cash, as long as you sign up for an Apple account. That’s reasonable.

Second, and here’s where Apple actually gets my vote — they hand-delivered a free iPad to the woman who’d been so poorly treated.

It’s a story with a happy ending. On Tuesday, I accused Apple of being un-American with their practice. Today, I find myself proud of them.

Final thought to Apple: This is what we expect from you. Thanks for finally living up to what we expect from a great American company. Now, keep it up.

See also:
MacRumors report on Apple’s turnaround

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David Gewirtz, Distinguished Lecturer at CBS Interactive, is an author, U.S. policy advisor, and computer scientist. He is featured in The History Channel special The President's Book of Secrets.

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Biography

David Gewirtz

In addition to hosting the ZDNet Government and ZDNet DIY-IT blogs, CBS Interactive's Distinguished Lecturer David Gewirtz is an author, U.S. policy advisor, and computer scientist. He is featured in The History Channel special The President's Book of Secrets, is one of America's foremost cyber-security experts, and is a top expert on saving and creating jobs. He is also director of the U.S. Strategic Perspective Institute as well as the founder of ZATZ Publishing.

David is a member of FBI InfraGard, the Cyberwarfare Advisor for the International Association for Counterterrorism & Security Professionals, a columnist for The Journal of Counterterrorism and Homeland Security, and has been a regular CNN contributor, and a guest commentator for the Nieman Watchdog of the Nieman Foundation for Journalism at Harvard University. He is the author of Where Have All the Emails Gone?, the definitive study of email in the White House, as well as How To Save Jobs and The Flexible Enterprise, the classic book that served as a foundation for today's agile business movement.

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RE: Kudos to Apple: they did it right this time
efsane Updated - 11th Apr 2011
Well done! Thank you very much for professional templates and community edition
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Thanks to Mr. Bill Gates...
Feldwebel Wolfenstool 20th May 2010
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Ha, I saw that and agree!!
NonZealot 20th May 2010
@Feldwebel Wolfenstool
It is beginning to sound like an old record. MS innovates, Apple copies.
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Right....
Stuka Updated - 20th May 2010
@NonZealot I can't help but laugh whenever you make such a blanket statement.

Lets ignore the fact that Apple had a tablet like device in the early 90's in the form of the Newton, which was the first touch screen, hand held device. Which later went on to be very powerful for its time.

At the time this was recorded, the iPhone was about to be unveiled. It had already been under development for years. So its not like Job's took Bill's idea from this to come up with the idea.

The iPad is an extension of the iPhone/iPod Touch device. Majority of the functionality is the same. Its simply larger.

Which brings us back to Bill. If what he said here was MS innovating, why is it a similar device has not been released in the last few years? Sure there are some tablets out there running windows, but these are just laptops with a reversed screen. Its not something you would ever use as an e-reader, or sit in bed and surf the web or watch a movie. Far to large and battery hungry for that.
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Why do you lie about these things?
NonZealot Updated - 20th May 2010
@Stuka
which was the first touch screen, hand held device

It wasn't. By far. Don't lie.

It had already been under development for years.

iPhone V1 was in development for years? Yikes! How embarrassing! They cloned the Windows Mobile phone while being unable to do copy and paste, multi tasking, bluetooth, native applications, etc. etc. etc. and that took years to make? Wow!

why is it a similar device has not been released in the last few years?

Um, because MS would get in trouble if they released a product with an Apple logo on it. Tablets have been around for years. Get over it.

PS Nice to see the Apple apologists are going to be all over this story today! happy
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Sure....
Stuka Updated - 20th May 2010
@NonZealot

Really, so which touch screen, hand held device was out before the first Newton was released in 1993?

Cloned Windows Mobile? You have got to be kidding. There is nothing event remotely similar about the two. Windows Mobile is a slow, clunky OS where every single phone maker has a different UI with a different look and feel. The iPhone had a standard look and feel across the board in all apps. Making it much nicer to use. If anything, Windows Phone 7 is a direct copy of the iPhone. Since the look and feel is almost identical. Oh, and it doesn't have Copy and Paste either
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A history lesson for you
NonZealot 20th May 2010
@dave
Really, so which touch screen, hand held device was out before the first Newton was released in 1993?

That you truly believe the Newton was first is so embarrassing for you.

http://en.wikipedia.org/wiki/Pen_computing#History

There is nothing event remotely similar about the two.

True, the iPhone has a grid of icons. Wow.

If anything, Windows Phone 7 is a direct copy of the iPhone.

Since I never made any claims that Windows Phone 7 was or was not a clone of anything, you can say anything you like about it. The majority of people who like Windows Mobile for its incredible power actually hate Windows Phone 7 because yes, they think that MS is making a worse product by copying the iPhone V1's ridiculously poor implementation. That is hardly praise for the iPhone. happy
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@stuka
You should really read up on NZ'z link before you start mouthin off. The same goes with MP3 players; all Apple does is just take products that have already been invented and put them in shiny aluminum cases. Then use the media and pop-culture to make it "the next big thing".
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@NonZealot - Not understanding your point. iPad OS is just iPhone OS. Neither of which is as slow and unwieldy as Windows Phone/Windows Mobile/Pocket PC OS.

Granted, MS has indeed innovated at times (Visual Studio 2010 is VERY nice to see), but not with phone/mobile OSes.
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@NonZealot

Hey everybody, just ignore the troll...they feed on their own distortions and your justified reactions to their silliness.
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tbensen@...

Why, to learn that NZ lies and makes things up as he goes?
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@Feldwebel Wolfenstool Some truth to that, maybe, but we have seen over the years many parallel developments, and the copying of concept is a given in such a competitive market... Chicken? Egg? Chicken omelet?
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@Feldwebel Wolfenstool Yawn I don't know why I even bother to read this blog since you all are such Steve Jobs haters. Gosh, the guys (Gates and Jobs) are BOTH men of action and VISION. As ANYONE ever read the book or seen the MOVIE the FOUNTAINHEAD? Neither man is one who compromises his ideals for 'the masses' they both LOVE what they do. HOW they go about it differs...yet they don't compromise their ideals. Also as far as "Un-American and the $" I think it is up to any organization including APPLE to decide how they choose to conduct business...Cash, credit, Paypal...Etc. "WALMART now THEY are UnAmerican....and destroying China's resources and ours at the same time...
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Good For Apple
bobiroc 20th May 2010
I understand the need to "try" and prevent people purchasing one and reselling it to a different market or whatever they are trying to prevent but to alienate customers based on the preferred form of payment was a bit wrong. Glad that they saw it was affecting their potential customers and decided to listen to what their customers wanted (for a change)
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I don't understand any of it...
storm14k 20th May 2010
@bobiroc

Why in the world should you need to use plastic to purchase an Apple device. I'm sorry but that did it for me. In the past year I have come to dislike Apple more and more. I was ok with them and even considered a Mac purchase. But never now. They are the most ridiculous controlling company I have ever seen. I dog MS but at least they are controlling for business reasons and the business side of me can respect that. Apple just calls you stupid to your face by telling you what you will and won't ever have in your product, what you do and don't need to do and now tells you that you're beneath them if you want to save up and buy their products in cash.

Google hit it out of the park today. Android saved markets from being controlled by one man with one company.
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@storm14k
Really? You won't ever buy an Apple product ever again because they won't take cash for an iPad at their retail store? Really?
Get a life, dude.
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It's rather simple if you're not an idiot
matthew_maurice 20th May 2010
@storm14k "Why in the world should you need to use plastic to purchase an Apple device." so that someone doesn't come up to the counter at an Apple store with a couple grand in cash, buy four or five iPads on the last day of the US vacaction (or right before that trip back home to a country where the iPad isn't available) and then sells them there for a huge markup. Why Apple would want to do that should be self-evident, but since you're clearly a little "slow on the uptake"; Apple wants to A) maximize availability here in the US B) fill the pent up demand in other markets with their own retail sales. So while this may turn you off, it's actually Apple doing what's best for them, as a company, and US customers.
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@storm14k
Just look at the responses to your post. Apple has no incentive to change because more than any company in the world, they have a legion of zealots willing to apologize for any and all of their transgressions. The apologies go so far as to suggest that all of Apple's evil behaviors are actually for your own good! Apple won't take cash for your benefit! Like I said, if you need any proof, just look at rossdav and matthew_maurice's posts.
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@matthew_maurice
Why Apple would want to do that should be self-evident, but since you're clearly a little "slow on the uptake"; Apple wants to A) maximize availability here in the US B) fill the pent up demand in other markets with their own retail sales.

I love how you lead in with an insult. Why is that necessary?

Anyway, how do you prevent someone from legitimately buying several of your items and them reselling them abroad? By doing what they did before with a limit 2 per customer restriction. What if the person has 5 credit cards? Should they then be allowed to purchase more items?

Your reasoning fails all over the place. The main reason being that Apple is going to accept cash when people sign up for an account.

It was never about people shipping it elsewhere, it was always about linking the person to an Apple account.

Please save your condescension for a stronger argument.
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They are a company that has continued to surprise people and do right by their customers. I'm very impressed Apple did that. They didn't have to, but they did.
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Do right by their customers
NonZealot 20th May 2010
@bahamude
Yeah, Apple does right by their customers after having their horrific behavior publicized on national TV and across the Internet. Wow. So proud of Apple for that.

Hint: It should never happened in the first place. Apple gets no credit for this PR stunt. All they've done is stopped the bad publicity but this is nothing to be impressed about.
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I agree with you NZ
John Zern 20th May 2010
I disagree with bahamude. Apple is all about the media. They need the media to drive the hype.

He said that They didn't have to, but they did.

I think that they found that they had no choice. They didn't want to change, instead they had to I think would be a more accurate statement.
"You can buy an iPad at an Apple store with cash, as long as you sign up for an Apple account. That??????s reasonable."
REASONABLE??? Obviously you've been dipping into the koolaid. Next I assume you will say it's reasonable for car dealerships to require you to install a GPS tracker on your car so they can track where you go. How about a card you have to use every time you make a cash purchase that provides your spending habits to a database. Why does apple require me to sign up for an Apple account. Is it so Apple can monitor what I do with the Apple hardware "I PAID FOR!!" Trulu "
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I agree with this.
ye 20th May 2010
Amazing how Apple can receive kudos for doing what most every other company already does.
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@Scubajrr
http://en.wikipedia.org/wiki/Pentium_III#Controversy_about_privacy_issues

I laugh and I laugh at the huge outcry that spread throughout the entire world about a serial number in a CPU yet people just shrug their shoulders as they happily hand over their SSN to Apple.

Cue the double standards...
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@NonZealot
Double standard cued: I'm assuming that you don't have a bank account (all your cash under your mattress), that you don't use a credit card, and that you don't file taxes?
You are hilarious (in a sad way), NonZealot.
Explain to me how Apple is responsible for lack of global privacy??
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@Scubajrr Can you use an Android phone without a Google account?
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Does it matter?
NonZealot Updated - 20th May 2010
@hill60
What does requiring an account that you can just make up and can't be used to identify you (I can create an account for Bugs Bunny) on a cell phone have to do with requiring a credit card for a WiFi tablet? Try getting a credit card without giving them any personally identifiable information.

Nice try at the deflection. It won't work. Stay on topic. This is about Apple's horrific behavior.
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@hill60
Yes you can.
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You don't need an account to buy one.
John Zern 20th May 2010
Sure, you need an account if you decide to buy apps for your Android, iPhone, whatever.

But why should you be forced to sign up for an account if all you want to do is buy one?
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Apple had to make better PR on this
tiderulz 20th May 2010
The only reason they did this was because the entire story had been taking up by news media, broadcast on CNN. Apple got a huge black eye, not allowing a disadvantaged person to purchase their product. And then not making any comments on it other than saying "Thats our Policy". Of course they were going to do something like this. The cost of the iPad alone was worth the battle of negative PR they got from this.
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@tiderulz
The only reason they did this was because the entire story had been taking up by news media, broadcast on CNN.

A company that was truly interested in good customer service wouldn't have let this happen in the first place. However, we've come to expect no more from Apple so maybe that is why people are so impressed. Apple has set the customer service bar awfully low.
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@NonZealot

Apple has set the customer service bar awfully low.

You may want to recheck their customer service records. You may be surprise at their continued high position.

After reading some of these comments, I'm beginning to believe Apple was the first "American" company to have ever had such a problem. Oh my!
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@dave: this proves exactly why they get high rankings
NonZealot Updated - 20th May 2010
@dave
If people are fawning over Apple for their great customer service because of this story, it just proves that Apple victi... um... customers have set the bar very, very, very low for Apple. When you set the bar low for a company, it makes it easy for them to meet your expectations and you will give that company high marks for doing things that would get any other company low marks. Again, this story proves that.

I'm beginning to believe Apple was the first "American" company to have ever had such a problem.

That would make it even worse for Apple! If others have made the same mistake and Apple didn't learn from it, that makes Apple look even more evil than they already do.
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I agree... shouldn't take media attention
NetAdmin1178 20th May 2010
@tiderulz
I agree - if this story hadn't made it into media attention, and therefor put a black mark on Apple's image, they wouldn't have done anything about it - as they originally said, "that's the policy". I'm willing to bet there were a countless number number of other people turned away similarly before (some of whom I'm sure had to have complained to Apple corporate or the BBB, which would contact Apple corporate), and the policy didn't change until this story made it mainstream.

While I typically agree with David's articles, this one I don't. He can say "Kudos to Apple", but my thoughts are that it shouldn't take media attention to do the right thing.
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Apple and Crate & Barrel have now team up to help people with cracked pots...
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No Dudley Doright
Disinterested3rdParty 20th May 2010
So, they deliver a free iPad to somebody and you're proud of them. What about Mr. Chen and Apple's apparently egregious role in spurring the police on? Mr. Jobs could have visited personally and probably solved the problem.

No, I'm still not impressed.
I can picture Steve Jobs throwing a hissy-fit (and chairs) around the office when he found out.

I'm sure he begrudgingly made the change not for the poor women, but instead for his poor image.

Power to the free press!
>.>

Apple doesn't care about doing the right thing only the thing that makes them the most money and gives them the most control. Just because they backed down in the face of bad publicity doesn't mean they have changed anything or learned any different, they are still the same greedy control freaks.
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Thanks
DevGuy_z 20th May 2010
As I said before I am no Apple fan-boy, but I think this was a wise move by Apple.
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RE: Kudos to Apple: they did it right this time
Loverock Davidson 20th May 2010
Why would you give kudos to them? They only made these changes after the story broke out and made them look bad. Where is my free hand delivered iPad?
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Ha, nice one!
NonZealot 20th May 2010
@Loverock Davidson
If Apple gave me an iPad, I'd have it up on eBay within seconds!
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Think about that before you post that message!
Grayson Peddie 20th May 2010
@NonZealot, if her account is tied into iPad, there's no way you can sell it once it belongs to you.
You know - every store that sells PCs, or... well pretty much every other kind of consumer electronics, takes cash. Apple didn't 'do good' here - they did 'normal'.

The story here isn't that they fixed the problem (kind of) - it's that they had a problem in the first place - one that pretty much no one else has, which they themselves created by trying to 'think different' and ultimately 'thinking badly'.

Trying to turn this into a win is true spin.
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Non-sequitur
HypnoToad72 20th May 2010
Apple is a "multi-national corporation".

An "American company" doesn't use the resources of other countries quite as freely.
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@HypnoToad72
they do when they are in that country. I go to Mcdonalds in France they will take Euros. I go to Mcdonalds in America they will take dollars. I go to KFC in Shanghai they take yuan. So yes, an American company does use the resources of other countries, In those countries.
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What? No comments on the sheer illegality of the "no cash" move? Check it homie ... "good for all debts public and private" ... it's written on the paper itself. In the US of A, you cannot legally do retail business and say "no cash". This move by Apple was (still is) based solely on Big-Brother-ish desire to have absolute control over the customers by requiring every customer to fully disclose their identity amongst other personal and private information to Apple; information which Apple has no legal right to, nor any valid business need for.
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RE: Kudos to Apple: they did it right this time
aep528 Updated - 20th May 2010
@Tivolier

It is amazing after the length of time that this story has been in the media that people are still under this false impression. The US Government does not require retail stores to accept cash.

See the US Treasury web site here:
http://www.ustreas.gov/education/faq/currency/legal-tender.shtml

Basically it is up to the states to require retailers to accept cash.
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RE: Kudos to Apple: they did it right this time
clfitz Updated - 20th May 2010
@Tivolier
You beat me to that observation, but I'm immediately reminded of a quote I read somewhere: "If a hundred businessmen do it, it is no longer a crime."

It would be really interesting for someone to try to buy an iPad in say, two months, with cash. I wonder if Apple discontinued that policy or just made an exception to it?
via your CC number, instead thru you Apple account number.

They'll still stop you at 2, so if you want to get one for yourself, and 2 kids, you're outa' luck.
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Thanks for the follow-up
mwagner@... 20th May 2010
There is somethign to be said for Apple. When it comes to customer service, they are second to none. And that's why they command these premium prices. For those of us that are self-sufficient though, that level of service (and price) is harder to justify.
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RE: Kudos to Apple: they did it right this time
efsane Updated - 11th Apr 2011
Well done! Thank you very much for professional templates and community edition
sesli sohbet sesli chat

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