Thank you for your insightful comments.  I hope you do not experience the issues with the iPhone that have been reported and documented.  It’s always exciting to receive that new product in the mail and begin testing out all of it’s features and learning what it can do for you!

In regard to your emotion versus logic argument, I find you make the opposite point.  You are still making your primary purchasing decision based on emotion, as you described: We know that there are issues, “but we still feel the way we do and will find any argument that works in our favor to support our decision.” That is pure emotion with just a glimmer of logic.  Yes, you may find some logical data to support your decision, but as you use in your example of chocolate cake, it’s easy to justify a desire despite facts.  There may be more facts that say it might not be the best decision, but if I search long enough I’ll find the ones that support my emotions.

Personally, I do this all of the time!  For example: Do I go jogging or have a glass of wine?  Well, it is really hot outside, I jogged an extra mile yesterday and I can always add a mile to my run tomorrow.  Wine wins!  People who say they will start their diet after the holidays are prime examples of the emotion versus logic dilemma.  People who overspend on homes, cars or minor purchases also serve as examples.

The most distressing point I find in this particular debate is Apples’ approach to their consumers.  Their arrogance has now exceeded their technology.  As a consumer, would you take that type of response from any other company?  If you were seeing a doctor, and you had a common issue that other patients were having, and your doctor gave you a flippant response, demonstrated no sense of urgency and offered you archaic solutions, would you continue to advocate for that doctor?

Consumers are lowering the bar.  This is having a tragic impact on our world.  I could cite examples from financial institutions, the medical field, oil companies, monopolies of all sorts.  It’s time to take a stand and hold corporations to a higher standard.  There are many things in life that I would like to own, that would make my life easier; however, when I find the company producing the product has acted in an unethical manner or dismissed it’s reason for existence (consumers), I get discouraged.

I would love to hear more from your perspective!  I’ve used your approach in my own life and wonder about the compelling factor/s that cause emotion to trump logic.

Thank you for continuing the conversation.  Cheers, Jen

Thank you for your thoughtful response.  I’ll approach your response on two levels: first, the emotional approach you’ve described, and second, the logical approach.

On an emotional level, it makes sense that you are confident in your decision to purchase the iPhone 4.  It meets your need for peace of mind (“makes me look cool”, “hooked on seeing my nephews” and your past experiences with Apple products). In that arena, your argument is quite compelling.  From an emotional standpoint, Apple has met your needs and fulfilled it’s promise to you.

On a logical level, I believe you’re argument is lacking.  Pure logic suggests that if the product is named a “phone”, it would have the capacity to excel as a phone.  And if the product hails itself as cutting edge, it would at minimum also have the capacity to meet basic technological standards.  Logically, a product cannot simultaneously be cutting edge and lack basic functioning capabilities.  Whether or not people see their phone as a computer is wholly irrelevant.  Apple named it iPhone; they have the ownership to fulfill it’s basic identity. Maybe they should have considered the name: iM-not-a-Phone, but iM-really-Cool.

Furthermore, as a consumer and consumer advocate I will NEVER reduce my expectations for reliability.  Does a company have to market reliability now? I remember when that just went without saying.  It’s like going to a restaurant where the food is scrumptious, but you get food poisoning.  Would you later say, “Well, it’s the place to be seen, it’s got the top chef in the country and the waiting list is a mile long…I can’t expect everything.”?  Sorry, but that just doesn’t cut it.

I also think that many of Apples’ “believers” are not readily complaining because of basic psychology or buyers’ remorse.  After bragging about buying something, who wants to entertain the thought that they bought a lemon? Not me!

People spent their money trusting that Apple had done it’s due diligence in ensuring this product was ready for launch and would live up to it’s hype.  I’m calling a foul on this play!  Steve Jobs would have done super branding had he simply offered, for free, the case that prevents the problem.  Great branding from Apple would have been: You bought an iPhone…We are going to make you even happier…Pick your $30 rubber band and we will give it to you for free. Our mistake, our correction. We are sorry for the rotten Apples.

At this point, too little too late.  If I’m writing about it, it’s past the point of no good publicity return.  I believe if consumers raise their expectations, giant corporations will live up to them.  Turning the other cheek to a corporate giant is the beginning of the end.  Expect more.  Quality, service, integrity and corporate responsibility depend on it.

Respectfully, Jen