It is quite a known fact know that iPhone customers around the U.S. are suing Apple for slowing down their older phones. More on this matter states that Class-action lawsuits have been filed in at least three states, listing, California, Illinois, and New York. Now, whether or not Apple has violated any consumer rights is for the courts to decide. What is actually known at this point is that some people are disgruntled, though it’s for all sorts of different reasons.
Some users believe that Apple should have asked them for consent before sending out the phone-slowing software. Others added that Apple attempted to deceive iPhone owners by “throttling down” their phone’s performance. Maybe this was to encourage them to buy a new phone.
But to all these lawsuits, complaints and discontentment, Apple has given a written apology, addressed to all its users.The contents of the letter read like:
They have issued the apology by stating that never ever they would even think of doing something that would intentionally shorten the life of any Apple product, or degrade the user experience to drive customer upgrades. Their goal has always been to create products that are loved by customers and making iPhones last as long as possible is an important part of that venture.
Then they have provided a list of reasons explaining the cause of slowing down of batteries:
How batteries age:
All rechargeable batteries are consumable components and become less effective as they chemically age and their ability to hold a charge diminish. So in this case, time and the number of times a battery has been charged are not the only factors in this chemical aging process.
The way a device is used also affects the performance of a battery over its lifespan. For example, leaving or charging a battery in a hot environment can cause a battery to age faster. These are characteristics of battery chemistry, common to lithium-ion batteries across the industry.
Also, a chemically aged battery becomes less capable of delivering peak energy loads, especially in a low state of charge, which may result in a device unexpectedly shutting itself down in some situations.
So, to help customers learn more about iPhone’s rechargeable battery and the factors affecting its performance, they also posted a new and supporting article, named iPhone Battery and Performance.
Preventing unexpected shutdowns:
A year back, in iOS 10.2.1, they have produced a software update that improves power management during peak workloads to avoid unexpected shutdowns on iPhone 6, iPhone 6 Plus, iPhone 6s, iPhone 6s Plus, and iPhone SE. With this update, iOS dynamically manages the maximum performance of some system components when needed to prevent a shutdown. However, while these changes might go unnoticed, in some cases users might experience longer launch times for apps and other reductions in performance.
So, this customer response to iOS 10.2.1 was positive, as it has successfully reduced the occurrence of unexpected shutdowns. In lieu of this, the company has recently extended the same support for iPhone 7 and iPhone 7 Plus in iOS 11.2.
Recent user feedback:
At this juncture, the company had also begun to receive feedback from some users who were seeing a slower performance in certain situations. So based on their past experience, they initially thought this to be a combination of two factors, i.e. a normal, temporary performance impact when upgrading the operating system as iPhone installs new software and updates apps, and minor bugs in the initial release which have since been fixed.
Addressing customer concerns:
The company thought of some steps to address customers’ concerns, to recognize their loyalty and to regain the trust of anyone who may have doubted Apple’s intentions. These include:
- Apple is reducing the price of an out-of-warranty iPhone battery replacement by $50 which would be from $79 to $29. This offer is for anyone with an iPhone 6 or later whose battery needs to be replaced, starting in late January and available worldwide through December 2018. Details will be provided soon on apple.com.
- Early in 2018, the company would also issue an iOS software update with new features that would give users more visibility into the health of their iPhone’s battery, so they can see for themselves if its condition is affecting performance.
- Like always, the team is working on ways to make the user experience even better, including more improvements on how they manage performance and avoid unexpected shutdowns as batteries age.
The ending notes read that for them, customers’ trust means everything. Also, they would never stop working to earn and maintain it. They are capable of doing the work they love only because of the faith and support of the customers and would never forget that or take it for granted.