Apple’s CEO Tim Cook has put forth a letter apologizing for the problems with Maps. Saying the company “fell short” of its own standards and Apple is “extremely sorry” for the frustration this has led to. Cook says that Apple is working hard to improve the App and recommends that consumers use other third party solutions like Bing, Mapquest, or Waze, in addition to web versions of Google or Nokia’s navigation solutions.
This is obviously a big statement from Apple, and quite honestly, not one that I expected. Cook steps up and owns up to Apple’s failings with Maps. That is a good thing in my view. It certainly beats responses to previous issues like “you’re holding it wrong.” When a company like Apple makes a statement like this then you know there was a major SNAFU somewhere along the line.
Here is the text of the letter.
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.
Apple released Maps with the debut of iOS 6 several weeks ago as one of the tent poles in its new version of its mobile OS. Almost immediately complaints and problems began to surface from users who noted errors and issues with the App. The issue has turned into one of Apple’s largest PR nightmares, and this letter by Cook looks to try and set some direction to the discussion.