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Here's Apple's newly printed apology to Samsung, in case you missed it
While Apple's still rewriting its online apology, the printed versions, detailing that Samsung's tablets did not infringe on Cupertino's iPad designs, have finally started to appear. Spotted on page five of The Guardian today, it doesn't look much like the Apple advertising we're used to -- we actually glossed over the admission when we first picked up the paper. Oh, and good luck typing up those links.
Editorial: Apple apologies actually aren't that infrequent, and that's okay
Today, Tim Cook made his first major apology as the CEO of Apple. It probably won't be his last. Despite the obvious knee-jerk reaction regarding the Maps debacle, it's actually interesting that this particular scenario is yet another example of humans having extraordinarily short-term memories. It's the same reason that whatever game we most recently saw is the "best or worst ever." (Packers v. Seahawks 09.24.2012, I'm looking at you.) In truth, Apple has a fairly solid history of ingesting pride in the iPhone era, when it surged headfirst into the realm of serving consumers in a way that it never had before. And moreover, hearing Cook apologize isn't something that should be mocked or berated; one can only hope that more companies of all shapes and sizes develop a policy of listening and reacting. Allow me to explain.
Tim Cook apologizes to iOS 6 Maps users
The "letter from the CEO" tradition at Apple has continued into the Tim Cook era, as Apple's chief executive has released a letter to customers regarding the ongoing iOS 6 Maps issues. While the challenges and shortcomings of Maps have been obvious to most (with a few notable exceptions), Cook's direct admission that Maps "fell short on [Apple's] commitment" to "deliver the best experience possible for our customers" may help the situation somewhat. Interestingly, the letter suggests that users who are frustrated by Maps can avail themselves of third-party apps via the App Store -- or use the web versions of Google or Nokia's maps and bookmark them to the home screen. This workaround has certainly been mentioned in plenty of other contexts, but to have Apple's CEO come out and effectively say "Here, give our competitors' mapping products a go" is quite eyebrow-raising. Full text of the letter below. To our customers, At Apple, we strive to make world-class products that deliver the best experience possible to our customers. With the launch of our new Maps last week, we fell short on this commitment. We are extremely sorry for the frustration this has caused our customers and we are doing everything we can to make Maps better. We launched Maps initially with the first version of iOS. As time progressed, we wanted to provide our customers with even better Maps including features such as turn-by-turn directions, voice integration, Flyover and vector-based maps. In order to do this, we had to create a new version of Maps from the ground up. There are already more than 100 million iOS devices using the new Apple Maps, with more and more joining us every day. In just over a week, iOS users with the new Maps have already searched for nearly half a billion locations. The more our customers use our Maps the better it will get and we greatly appreciate all of the feedback we have received from you. 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. 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. Tim Cook Apple's CEO [hat tip TechCrunch]
SOE to bring back Station Cash subscription purchases -- for a week
We reported this morning that SOE had quietly removed the option to purchase non-recurring subscriptions in its MMOs with Station Cash. SOE President John Smedley arrived on the EverQuest II forums to apologize for how it was handled and assure players that this purchase option would return for a limited time so that last-minute partakers could take advantage of it: "I'm sorry we didn't do a good job of messaging this. It was handled while we were at E3 and that was bad. Very simply put, we pulled the non-recurring subscriptions because we want a closer look at the numbers and how our overall pricing of subscriptions is impacted by it. I don't want anyone thinking they were pulled because of double SC promotions or anything like that. "We're trying to figure out the right balance of things that make our customers feel great about our pricing and balance that against our customer base as a whole. We aren't saying they are going away for good. We're just looking carefully at the data right now and how we do this right. Please be patient while we figure this out. These non-recurring subscriptions are something we're still working through and we want to make sure we do this right. Obviously as a business we have to make sure the decisions we're making good for our players, and I assure you that's what we're trying to do. "I've asked the team to put them back up for a week to let people buy them with existing SC. I'm not sure when it will be back up. Maybe today or maybe Monday (a lot of our team went to E3)."
Blizzard issues an apology for the state of Diablo III's launch
OK, have we all gotten the jokes about Diablo III's launch out of our systems yet? Not quite? It's understandable, since the huge and much-hyped launch wound up with a lot of serious problems from the start. Blizzard isn't oblivious to the problems, however, and an official statement from community manager Bashiok apologizes for the issues that players have been experiencing. Bashiok chalks the incidents up as a simple matter of human error: "Despite very aggressive projections, our preparations for the launch of the game did not go far enough." In order to make sure that the game is running smoothly for everyone before adding another wrinkle, Blizzard is moving back the auction house launch from May 22nd to an as-yet-unspecified later date. He also does note that the game should now be running fine for everyone, with requisite knocking on wood. So while you may have been a bit stuck on launch day, you should be in the clear now, plus you've got Blizzard's apologies for the delay.
EVE Online's The Mittani issues formal apology for crossing the line [UPDATED]
Sci-fi MMO EVE Online is famed for being set in a cold, harsh universe where no player is truly safe. The line between griefing and gameplay is more subtle in EVE than in many other MMOs. Activities like scamming or Goonswarm alliance's Ice Interdiction operations could be seen as griefing in other games, but as long as it all stays in-game it's all a legitimate part of EVE's unforgiving sandbox universe and open PvP ruleset. Yesterday we reported that Goonswarm's leader and elected CSM chairman The Mittani mistakenly crossed that all-important line during a drunken presentation at Fanfest 2012. In his talk, he gave out the name of another player and told viewers to "find him" if they wanted to make him kill himself. Today The Mittani landed following his flight home from Fanfest and reportedly was ashamed to read the transcript of what he said during his panel. He issued a full apology via the forum, describing himself as "utterly ashamed and sickened by [his] behavior." "This has been hanging over my head since Thursday when I stumbled away from the Alliance Panel with a vague sense that I had done something horrible," he began. "Then I landed, and saw the article listing my actual quote." He told players, "It's one thing to play a villain in an online roleplaying game, but I am not that character in real life, as anyone who has met me can attest. I went way, way, /way/ past the line on Thursday night." CCP's investigation is still underway, and we'll bring you the results of that investigation as soon as we get them. [UPDATE: This post has been updated as part of an apology for covering the story in a sensationalist manner]
Sony denies Vita plagued by screen issues, claims apology was lost in translation
Sony is a little hot under the collar after a recent wave of stories regarding some bugs that allegedly beguiled the first wave of PS Vita owners. As you may recall, reports were pouring in that many customers were experiencing freeze ups and other performance issues with their new handhelds, prompting Sony to issue an apology. Well, it seems as if something got lost in translation. A UK spokesperson for the company told the Guardian that the statement was actually apologizing to customers experiencing difficulty getting through to tech support, not for the screen issues that have been the subject of many a YouTube video. He went on to say that Sony has seen no evidence of widespread problems with the portable gaming device, though, there was firmware update made immediately available to address some bugs.
Vita launch issues in Japan result in apology, software update [update]
For us suckers in North America, the PlayStation Vita is still just a distant object of desire. For the Japanese, though, the Vita is already a couple days into its life, but apparently it's got some ... issues. Our tech savvy brethren at Engadget are reporting that some users are experiencing "software bugs, unresponsive touchscreens and complete system freezes," resulting in many taking to social media to voice frustration. Sony, as it turns out, is listening, already issuing a software update and penning an apology letter. The video above showcases some of the Vita's problematic issues, and it should at very least help you to sympathize with your Japanese equivalent's frustration. The letter, well, it's in Japanese, and it's kinda non-specific, so you may wanna skip that part. Regardless, with any luck, said issues will be ironed out by the time Vita arrives on US shores on February 22. Here's hoping, anyway. Update: Sony UK counters this report and others, saying the company, "can't find any evidence of widespread glitches." [Thanks Gerry!]
Sphero shipments delayed due to high demand, won't be here-o until January
Our hearts were aflutter with anticipation when the Sphero went up for pre-order last month, but that excitement has since been supplanted by a big knot of disappointment, because the smartphone-controlled robotic ball won't be hitting the market until after the holiday season. In a letter published yesterday, Orbotix CEO Paul Berberian attributed his company's setback to a fundamental economic quandary. "Demand has been greater than expected and our production capabilities are slower than we planned," Berberian wrote. "What that means is only a handful of orders are going to be fulfilled before the holidays and the majority of orders will be fulfilled in January." Writing on behalf of the manufacturer, Berberian went on to accept full blame for the delay, with rather admirable honesty: "We simply underestimated the number of units we'd need to make and, more importantly, we miscalculated how long it would take to bring up the production line." To make up for it, Orbotix is offering free expedited shipping to all customers who pre-ordered the device in time for the holidays, along with a free Sphero t-shirt.
SOE apologizes for delay of SWG customer loyalty free trials
Many Star Wars Galaxies players were disappointed to find that the free membership trials promised to them by October 15th had not been delivered. Well, Sony's sorry too, but don't worry: The company is making it up to players by... actually activating the free trials this time! An official post over at the Star Wars Galaxies forums apologizes for the delay and offers players free trials for five SOE titles: DC Universe Online, Star Wars: Clone Wars Adventures, Free Realms, EverQuest, and EverQuest II. While most of these games are technically free-to-play, Sony's offer will upgrade all prior SWG account-holders to paid membership status for each game until December 31st of this year. So if you had a SWG account in good standing prior to October 15th, head on over to the official forum thread for details on how to claim your free trials.
This Week in MMO: Honestly EVE edition
The life expectancy of subscriptions -- and the enormous discussion swirling around it -- is at the forefront of Gamebreaker.TV's This Week in MMO. Massively's own Rubi Bayer joins the crew as they analyze Mark Jacobs' comments on subscriptions vs. free-to-play. Jacobs' blunt labeling that most F2P games are "crap" is incendiary, although it's hard to deny there are a lot of shoddy titles out there. The roundtable goes on to talk about CCP's apology to EVE Online players and what's being done to repair faith, trust, and ship-spinning in the game. It seems that frank apologies from higher-ups to customers is en vogue these days, from Netflix to Square-Enix, although it's debatable how much face is saved from such actions. Hit the jump to watch the full episode!
Returning EVE players receive discount as part of CCP apology
Last week CCP Games proved that it's still an indie studio at heart when CEO Hilmar Veigar Pétursson issued a formal letter of apology to the entire EVE Online community. In the letter, he admitted that development had been purposefully shifted away from the in-space features players wanted. He went on to take full responsibility for the ensuing drama surrounding the forced early release of Incarna and the fumbled cash shop introduction. Hilmar then laid out plans to turn EVE's development around and set it back in a direction that current players will appreciate. Today CCP continued show its commitment to this new development direction with a special reactivation offer for returning players. Most account-holders whose subscriptions lapsed during or before the Summer drama have been sent an email offering a special rate of $4.95 US for 30 days of subscription time. While reactivation offers like these are commonplace, this offer made a point of CCP's new-found direction and contained this concise quote from EVE's senior producer Arnar Gylfason: "A significant part of that plan is the immediate refocusing of all the EVE development teams on EVE's core gameplay: spaceships." [Source: Reactivation discount email]
Mike Lazaridis apologizes for BlackBerry outage: 'We've let many of you down' (video) (Update: full services restored)
Now that BlackBerry services are returning to full functionality, RIM founder Mike Lazaridis has decided to issue a public apology for this week's mysterious global outage. In a video address published today, Lazaridis acknowledged that RIM dropped the ball this week, but assured that his company is working hard to remedy the situation. "I apologize for the service outages this week," Lazaridis said. "We've let many of you down." The executive went on to say that services are approaching normal levels across Europe, the Middle East, India and Africa, but could not give an estimate as to when RIM may see full global recovery. "It's too soon to say that this issue is fully resolved," Lazaridis explained, adding that there may be some instability as the system returns to normalcy. He reiterated, however, that his company is "working tirelessly" to restore services and, perhaps more important, consumer trust. Skip past the break to see the full video for yourself. Update: RIM is holding a conference call now and Mike just said "we have restored full services." That's said to be the status globally, so go ahead, spend a few minutes and get that BBM backlog out of your system. You deserve it. If you're still not receiving messages, RIM suggests pulling your battery and rebooting the phone. And those RIM folks probably need some sleep... "nobody's gone home since Monday," following "the largest outage we've ever experienced."
CCP Games CEO issues letter of apology to EVE Online players
Just over three months ago, fans of EVE Online looked on in disbelief as the game they loved faced its biggest crisis of confidence since 2007's T20 developer scandal. The long-awaited Incarna expansion was pushed live with no multiplayer environments and only one race of captain's quarters. Players were forced to use the feature every time they docked, and it seemed that its only purpose was as a display case for overpriced cash-shop clothing. While players debated the controversial cash shop prices, a leaked company newsletter titled "Greed is Good" and a leaked memo from CCP Games CEO Hilmar Veigar Pétursson threw additional fuel on the flames. In a letter to the EVE Online community today, Hilmar delivered a humble apology for everything that happened. "The estrangement from CCP that many of you have been feeling of late is my fault, and for that I am truly sorry," he began. "In short, my zeal for pushing EVE to her true potential made me lose sight of doing the simple things right. I was impatient when I should have been cautious, defiant when I should have been conciliatory and arrogant when I should have been humble." The letter goes on to tackle everything from the removal of ship spinning and the release of the captain's quarters as a full expansion to CCP's plans for the future. In an accompanying devblog, CCP Zulu provided an impressive list of in-space features aimed for the winter development period. The list includes the long-awaited hybrid weapon balance changes, assault ship bonus reworks, capital ship rebalancing, and even iteration on faction warfare.
SCEA president Jack Tretton apologizes for PSN breach and outage
With surprising candor, Sony Computer Entertainment Americal president Jack Tretton kicked off the Sony E3 2011 press conference with a formal apology for the PSN breach and outage which plagued the system earlier this year. Check out a video of his statements after the jump.
Defamation settlement requires Malaysian man to apologize 100 times on Twitter
The punishment, the saying goes, should fit the crime. When working within the legal system, however, it can be pretty tough to come up with a truly appropriate sentence. Settlements, on the other hand, offer a little more room for creativity, and after a Malaysian political aide / social activist used Twitter to air a grievance about a pregnant friend's employer, the publishing company turned to the social network for inspiration. Fahmi Fadzil tweeted an apology shortly after, but BluInc Media wasn't satiated. The two parties finally reached an elementary school-esque out of court decision, requiring Fadzil to apologize for his initial statement 100 times on the microblogging service. He began the apology today at 9:00AM his time, and will continue on until June 4th, as per the rules of the agreement. Those looking to inject a little diversity into their Twitter stream may want to wait a bit before following the guy.
Netgear CEO apologizes for part of anti-Apple rant
According to Macgasm, Netgear CEO Patrick Lo has clarified his earlier statement about Steve Jobs' ego. On Monday, Lo made reference to Steve Jobs "going away" soon, which most commentators (including us) found to be a fairly unsavory remark given the Apple CEO's health issues. "I deeply regret the choice of words I used in relation to business decisions Apple must grapple with in the future in relation to open vs. closed systems, which have been construed by some to be references to Steve Jobs' health and which was never my intention," Lo said. "I sincerely apologize that what I said was interpreted this way, and I wish Steve only the very best." Lo did not, however, take back the other questionable things he said, including the idea that Apple including Flash was in support of "openness." Flash is a proprietary format, and Apple has done more to push the adoption of the far-more-open H.264 codec. Lo characterized Apple's blocking of Flash from iOS as nothing but ego, but research done by Ars Technica proves that having Flash installed reduces a Mac's battery life by 33 percent -- we can only guess how an iPhone or iPad would fare. Steve Jobs also reported that Flash was responsible for a large number of all reported crashes in Safari, and security experts -- again, not Apple itself -- said when dealing with browser security the main thing is to not install Flash. There are many reasons Apple doesn't like Flash, and the company has backed those reasons up with facts and data. Many organizations have independently verified those reasons, so "ego" has nothing to do with keeping Flash away from iOS. More than a year after it became clear the iPad wouldn't support Flash, the fact that "ego" is still being thrown around as the primary motivating factor in the Flash vs. iOS debate says a lot more about Apple's detractors, Lo included, than it does about Apple itself.
Motorola ready to make sweet love to Android ROM devs and rooters?
HTC is legendary for its tacit support of the Android ROM cooking community. Motorola... not so much, thanks in large part to the company's policy of locking down the bootloader as a means to prevent unapproved software from running on its Droid handsets. An annoyance recently exacerbated by a moderator of Moto's YouTube channel who suggested that customers looking to install custom ROMs should "buy elsewhere." Ouch. The resulting public relations kerfuffle then prompted Motorola to publish a clarification to its bootloader policy on Facebook: We apologize for the feedback we provided regarding our bootloader policy. The response does not reflect the views of Motorola. We are working closely with our partners to offer a bootloader solution that will enable developers to use our devices as a development platform while still protecting our users' interests. More detailed information will follow as we get closer to availability. Obviously, we'll have wait for said details to get official before calling this a shift in strategy. It's certainly an improvement over Moto's previous approach of lawyering-up with cease and desist orders. Perhaps Motorola is taking a cue from Microsoft who seems to have recently discovered that it's better to embrace than to annoy a motivated hacking community -- customers who tend to be a company's most dedicated fans and evangelists.
Namco welcomes back Chilean miners with Mr. Driller image, apologizes
Namco Bandai wasn't exempt from the celebration that spread across the globe earlier this week when rescue workers retrieved 33 miners who had been trapped in a Chilean mine since early August. During the exhaustive rescue operation, the publisher Tweeted the image seen above, featuring its own mining mascot, Mr. Driller, as well as a Chilean flag and the message "Bienvenido de nuevo," or "welcome back!" Apparently, the image rubbed some people the wrong way, as Namco Bandai has since pulled it from the company's Twitter account. In a statement Tweeted earlier today, the publisher said, "we would like to offer a profound apology to everyone. It was inexcusable." We're not so sure, Namco Bandai -- we think we could find it in our hearts to excuse you for joining in the global celebration with a lighthearted, context-appropriate greeting card.
AT&T apologizes to customer warned off emailing the CEO: 'This is not the way we want to treat customers'
AT&T's Executive Response Team certainly caused a little controversy yesterday after it warned reader Giorgio Galante that sending another email to AT&T CEO Randall Stephenson would result in a cease and desist letter, but apparently it was all just a mistake -- Giorgio tells us that he's received a sincere apology from an AT&T senior VP, who took responsibility for the mixup. Apparently the cease and desist warning came about due to bad reading of AT&T internal policy -- Giorgio was told the rep who made the call is "not having the best of days today" -- and AT&T tells us it's reviewing its procedures to make sure it doesn't happen again. As for Giorgio, he says AT&T's rep sincerely listened to his concerns about the new data plan pricing schemes and that he's accepted the company's apology, but ultimately he's decided to switch over to Sprint and the EVO 4G anyway. That's to be expected, we suppose -- and we'd say next time Randall might do well to use up a few bytes of his 2GB limit and write back to a dissatisfied customer. Here's AT&T's official statement on the matter: We are apologizing to our customer. We're working with him today to address his questions and concerns. This is not the way we want to treat customers. From Facebook to significant customer service channels, AT&T strives to provide our customers with easy ways to have their questions addressed. Because of this incident, we are reviewing our entire process to ensure a situation like this does not happen again.
