I used to work for Apple and the issue tracker engineers had for known iOS issues, their criticality, and resolution time was alarmingly lengthy and slow. What the public knew or may figure out was prioritised and resolved much higher and quicker than other issues that were worse. It wasn’t unusual to see techs in AppleCare and Retail Stores being provided internal articles that had them advise an issue was caused by something else (usually third-party apps or services, and carriers), but in the back-end we’d see what frontline techs didn’t and that it was indeed a critical issue with iOS. These could sit in the pipeline for months until the next update, rather than releasing hotfixes and looking bad. What the consumers don’t know doesn’t hurt Apple, so deflect until that release.
If a customer did catch on, someone from the Carpe Facto team would swoop in and silence with “compensation”, like a new top-end Mac, upgraded iPhone, Watch, etc. and an NDA. People never turn that stuff down and it’s positioned like Apple is doing the good guy thing and they should be so lucky to receive such generosity and praise for being amazing customer.
This was many years ago, though. No idea if it’s still the same. But the way that place runs, made me feel sick being part of it some times and I can’t imagine it’s changed. Apple’s real good at hiding their shit and appearing like good guys, but it’s pretty damned evil in there.
Agreed.
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