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Apple Maps Is So Horrible The Company’s CEO Just Apologized In a Letter to Customers

Sep. 28, 2012 10:40am Jonathon M. Seidl

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” in its commitment to make the best possible 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.

Apple CEO Tim Cook Apologizes for Apple Maps

Apple letter via company website.

The Cupertino, Calif., company had 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 maps have fewer details, lack public transit directions and misplace landmarks, among other problems. Users have flocked to social media to complain and make fun of the map’s glitches.

It was an unusual misstep for Apple, the world’s most valuable company. Apple prides itself on releasing best-of-class products. Cook pointed out that the more people use Apple’s maps, the better it will get over time as people give feedback.

“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.

Apple released the iPhone 5 last week and on Monday it said it sold more than 5 million of them in three days. That was fewer than analysts expected, even though the number was a record for any phone.

Shares of Cupertino, Calif.-based Apple Inc. slid $4.54 to $676.78 in Friday morning trading amid a broader market decline.

–

Online:

http://www.apple.com/letter-from-tim-cook-on-maps/

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Comments (28)

GeoInSD
Posted on September 30, 2012 at 11:29am
I have worked in tech companies as an engineer my entire career. (I am 50 now.) Company decisions are always motivated by what appears to be best for the business (I think that is the way it should be since the company is a business) rather than technical matters. Technical issues influence what decisions are made but they are basically just more parameters in the decision making process.

The software development always runs in parallel with the hardware development and production. We started developing the software even before there was even any hardware to run it on. The idea is to finish the software, at least the needed stage, by the time the hardware is available. For a mass produced product like the iPhone5 with a lot of different component suppliers and distribution channels, it would not be practical to wait for software to be complete and mature before gearing up production and distribution. The hope is that software will be ready by the time it ships. Often times the software schedules are underestimated. I am sure that happened here with the iPhone5.

I am sure Apple knew about all the problems in Maps. From my experience, I am sure Apple management believed they needed to release the iPhone5 when they did to maximize sales even if the software is buggy. They figured they won’t sweat it provided the hardware is solid since software bugs can be fixed with user installed field upgrades. That seems to be happening.

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Theonlinefisherman
Posted on September 29, 2012 at 4:44pm
Among a small group of a few million other people, my computing life has spanned both macs and pcs. I have personally been involved closely with apple in its early (Pre $50 a share) years. Steve jobs would have thrown the entire operating system away before it was released with an inferior product. He had a few things that never made the impact they could have, and arguably sucked at the time of their release, but even his failures (Next, Apple III) lead to technology that has literally changed the entire world. But cook has mighty big shoes to fill. I do not think he is quite jobs. But jobs chose him, so I have to hang in a while longer. If you hate apple already, you can put this in that important mental justification folder you seem to keep. :)

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dave88
Posted on September 29, 2012 at 8:20am
Whats the big deal? Apple has been putting out bad products for years. They know Idiots will buy them regardless of how bad they are.

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RevRiles
Posted on September 29, 2012 at 12:56am
Somebody should be kicking rocks in Apple’s parking lot right now. (This is what Steve Jobs would have done.)

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Sunshine78
Posted on September 28, 2012 at 2:14pm
Google maps is filled with errors. Try to find Trader Joe’s in Houston TX. Nearest store is 30 miles away. WRONG! Try strret view for Cholla St in 89015. Neighborhoods 50 years old. Google hs no street view. Every try navigating a 3 level freeway interchange using google list? Try switching between list vies and map view. Good maps is pathetic.

If you like a maps app and haven’t tried Apple Maps you’re in for a treat. It is so smoth and elegant, so easy to use, the turn-by-turn is gorgeous. This controversy is a joke. Apple has outclassed the field with a superior app.

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pris1094
Posted on September 28, 2012 at 1:48pm
Who really cares!!! how about you download a new app if you don’t like it or wait better yet use an old fashion map if anyone out there still knows how.

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WTFHappenedToTheUSA
Posted on September 28, 2012 at 11:40am
I am no Apple fan because I don;t like the control they have and demand over what you can do or put on their products, like my Iphone 5.

I also notice that the media and general public loves over exaggerating and blows out of proportion any problems with Apple.

I guess Don Henley was right, “people love it when you lose, they love dirty laundry”, people just love to wallow in others mistakes or misfortunes.

That said, I have an Iphone 5 and I used the maps app yesterday to get out of a city and to my work. This was the first time I used the maps apps since getting my Iphone 5 last week.

I thought it was awesome and blew away the previous app they had on older Iphones, Iloves the pop-up messages telling me where to turn and I found the app to be extremely accurate, to the point that I honestly doubt I would use my Tom Tom GPS ever again.

There are things that I don’t like about Apple and some features I would like to see added, but I think the new maps apps is pretty cool, at least I have had no issues the one time I used it.

I would like to see a “delete all” option for our email “in” box and “sent” boxes so I don;t have to tap each email to delete them.

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- loriann12
  Posted on September 28, 2012 at 11:54am
  My BIL works for AT&T and got us refurbished Iphones for Christmas. Mine is a 3Gs and my husband has the 4G. He told us we can ALWAYS count on updates for the IOS as being safe. So, we updated to the 6….bad move. The maps were great before, and they SUCK now. Can’t find anything, things don’t show up that you know are there, and it saves the route history instead of the location, so you have to reroute it everytime, instead of just putting in a new starting point. I wish I could drop back down to the previous version, but they only allow you to go up, not down.
  
  Report this comment
DrunkGOP_Hack
Posted on September 28, 2012 at 11:18am
This should explain it – (GOOGLE it)

… Apple’s focus on design, which is principally expressed through the objects it sells – the iPods, iMacs, MacBooks, iPhones, iPads – drives those extreme reactions, he says. (And it’s notable that nobody ever complained about Pixar’s products – even though Jobs was chief executive there too.)

Part of why people like the devices so much is that they can personalise them: “The iPhone, being your mobile phone, is part of you, like the iPod is but even more so, because you’re carrying everything around, not just your music but also your contacts and the ability to contact people – because people have observed that mobile phones are a very personal item.”

By contrast, other companies that try to cater for and please everyone are guaranteed to fall short – and so won’t excite emotion. “Many people try to make a product that everybody will love; Microsoft is a good example,” he explains. “If you make a product that everybody loves – you do all your market surveys, and when people don’t like something about it you change it – you end up with a bland product that everybody will accept but nobody truly loves.”

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- Anonymous T. Irrelevant
  Posted on September 28, 2012 at 11:46am
  SCREW GOOGLE! Apple is trying to get away from Google, as iOS removed the Google Apps when it upgraded. I don’t blame them, but Google is their competition.
  I use BING, (B)ecause (I)t’s (N)ot (G)oogle.
  
  Report this comment
- JoeInAlbany
  Posted on September 28, 2012 at 11:57am
  @Anonymous T. Irrelevant
  
  Bing is Microsoft, maker of Windows Phone 8, also an iPhone competitor.
  
  You knew that, yes?
  
  Report this comment
- JoeInAlbany
  Posted on September 28, 2012 at 12:02pm
  “Part of why people like the devices so much is that they can personalise them”
  
  iPhones are much harder to personalize than Android, as the iPhone is a closed platform.
  
  Don’t like your Android on screen keyboard? Download Swiftkey or Swype. iPhone? Tough.
  
  Take any 10 iPhones at random and they all look the same. If you really want a platform you can make your own, Android does it. Almost no two look alike. Different UI’s, widgets, apps.
  
  Report this comment
JeffJ1985
Posted on September 28, 2012 at 11:18am
I haven’t had any problems with it. Tempest in a teapot, IMO. But in this virtual world, it takes only a small group of very loud people to scare companies.

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biohazard23
Posted on September 28, 2012 at 11:06am
Mine works fine.

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- DrunkGOP_Hack
  Posted on September 28, 2012 at 11:10am
  this crap never ends…
  
  Report this comment
- biohazard23
  Posted on September 28, 2012 at 11:47am
  True that.
  
  Report this comment
jackact
Posted on September 28, 2012 at 11:04am
Gee, Zuckerberg loses $9 billion and the IPO flops.
Apple maps flops.
Time for some new ideas.
That work.
‘Geniuses’……….mmmm?

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commonguymd
Posted on September 28, 2012 at 11:03am
They hate youtube too. updated to new OS and bam it was gone. lol

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- DrunkGOP_Hack
  Posted on September 28, 2012 at 11:10am
  youtube is owned by google, knucklehead!
  
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- JeffJ1985
  Posted on September 28, 2012 at 11:16am
  Their contract with Google expired.
  
  Report this comment
DrunkGOP_Hack
Posted on September 28, 2012 at 10:56am
I use Maps all the time with no issue.

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JoeInAlbany
Posted on September 28, 2012 at 10:55am
It was released because they were not willing to continue with Google Maps on thier phones, despite GM being the premiere mapping platform for mobile devices.

Apple hates Android.

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- DrunkGOP_Hack
  Posted on September 28, 2012 at 11:08am
  WRONG!
  
  First off google maps is good, but doesn’t have turn by turn.
  
  Google wanted to have say in the way APPLE applies and incorporate the use of THEIR apps and not the map app, but others that are COMPLETELY PROBLEMATIC. Not too mention, google wanted control of there app and bystepping APPLE’S criteria as well as other garbage.
  
  Kinda like can I part my POS car in your garage, oh and by the way it leaks oil, has a flat, does that help.
  
  Not too mention they just have a meeting of the minds on certain issues. just google it and you will find out why.
  
  Report this comment
- DrunkGOP_Hack
  Posted on September 28, 2012 at 11:11am
  How does APPLE hate Android?
  
  Enlighten us.
  
  This should be good.
  
  Report this comment
- DrunkGOP_Hack
  Posted on September 28, 2012 at 11:15am
  oh that’s right. STEVE hated Android.
  
  They totally ripped of everything from the iPhone.
  
  So original… Tell me this how is the Android working out for you?
  
  You know, everyone is entitled to use what ever they wish, and for someone like you to make generalization goes to show you like any kind of integrity to allowing others their own freedoms. Or you are just a jealous JA.
  
  Report this comment
- 5Tots
  Posted on September 28, 2012 at 11:26am
  Not to pick a fight but Google Maps definitely does have turn by turn, at least for the Android platform. I use it all the time and it’s fantastic. Was one of the big selling points for me 3 years ago.
  
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- NorCalBlazer
  Posted on September 28, 2012 at 11:28am
  So, Hack, you sure look like a defensive Apple employee to me. Or at least a major fanboy. I think it;s pretty common knowledge that Apple is is a huge competition with Google over Android. And as such they are eliminating any Google apps that they can out of their iOS build. Maps and Youtube are just the latest to go. If you think otherwise you’re just ignorant.
  
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DimmuBorgir
Posted on September 28, 2012 at 10:45am
Why was it released then? Did not a single person at apple say, “hey maybe we should see if maps works”

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