Two Defective iPhones in Less Than Two Months: What's Going on Here?

I’m sending my iPhone back to Apple for repair this weekend for the second time, after only a month and a half or so of total ownership. My first piece suffered the dead-zone problem along the bottom edge of the touchscreen, and now last night, my brand-new replacement phone’s earpiece speaker conked out for no apparent reason after only a few weeks of use. This in itself is notable—that the iPhone seems to be suffering from some isolated but pretty serious manufacturing defects in its infancy. I could rant and rave about this fairly cut-and-dry issue along with everyone else, but instead this surprising second failure (and the second switch back to my previous phone while I wait for a new iPhone from Apple Care, God bless ’em) got me thinking more broadly about why, when asked how I like the iPhone, I invariably reply “Eh, it’s OK.”

Ultimately, the iPhone is still, well, a mobile phone: A nearly classless device that has integrated itself deeper into the daily lives of modern humans around the world than arguably any other piece of technology to date. Something that gets left in taxicabs, gets a drink spilled on it, gets dropped in the dirt, gets carried around in pockets and purses along with keys, coins and who knows what else every waking hour. To have a device this personal, this integral to day-to-day life, be the product of such a cultural moment, to be featured on local news broadcasts, to cost $600 and thus have to be guarded with your life, just doesn't feel right. A mobile phone in today's world is, above all, utilitarian, which sadly does not necessarily mean beautifully designed or even fun to use (especially in the U.S.). It should just get the job done.

Which brings up another point: The various incredibly simple jobs that other phones do well that the iPhone either can't do or does poorly is frankly shameful. Some who bought in to the advance hype might have expected the iPhone to do your laundry (and might be disappointed now to find that it doesn't). But this isn't the kind of thing I'm talking about. I'm talking about sending files to a computer or another phone via Bluetooth; easily texting a picture to a friend or uploading one to Flickr; being able to add your own MP3 ringtones easily (wirelessly, even); or even being able to send a text message to more than one person, for heaven’s sake.

At first I didn't think these well-reported limitations were deal breakers, because honestly, I don't necessarily live or die by whether I can send photos I've just taken to my computer wirelessly or if I have to use a cable. But I can recall several instances, at both work and play, when this feature on my old phone was either very handy or actually saved my butt (when I didn't have a data cable on me). And I damn well like having Van Halen's "Jump" as my ringtone (something that's possible on the iPhone only through a complex backdoor hack). That my $600 Jesus Phone can surf the Web and make calls so elegantly but can't do some very useful, very basic things out of the box sets off something that I can only describe as consumer-electronic cognitive dissonance. You can't begin to understand this dissonance by reading a spec sheet—it can only come after using this thing for an extended period of time. After which, of course, it's likely too late to return it.

It all comes back, I think, to Apple’s tendency to idiot-proof its hardware, especially its consumer electronics. The fact that most mobile phones, in their complexity, can do much more than the typical user realizes is one of the main problems Apple’s design team attempted to solve with the iPhone—and for the most part, they succeeded. They refined the user interface of these basic tasks to the point that it's a piece of cake—nay, a Joy with a capital 'J'—for almost anyone to pick up the iPhone and start using it for a few minutes. The sacrifice, however, is that in this quest for clarity via simplicity, what is eliminated are the small but important touches that might confuse Joe Blow but that users patient enough to learn will appreciate immensely. These are what the iPhone lacks.

Aside from all that, though, it's the access to an unlimited mobile data plan—something that remains prohibitively expensive in this country for the majority of mobile users and that I personally have never used before the iPhone—that has been truly game-changing for me. I think it's telling, though, that I enjoy unlimited data just as much, or more, when the iPhone is in the shop and I bust out my older, cheaper (and unlocked!) smartphone (Yes, AT&T's unlimited iPhone data plan—a bargain at $60 per month including voice—works with other phones).

Considering all these frustrating weaknesses along with an incredibly high cost of ownership of some fairly buggy hardware, and I'm starting to wonder what kind of revolt lies in store for us when first-gen iPhone users' warranties start to expire come July '08. Let alone next week, when you instantly burn up $600 by accidentally leaving it at the bar. So I definitely join the others who have said to wait for the next version, but in addition, I have to question whether any iteration of a super-high-end yet ultimately restrictive device such as the iPhone can tackle the huge job of being the go-to consumer electronic device for the masses, as Apple so clearly hopes. —John Mahoney

Comments

[the wayward O]

did u see maddox' iphone post?

phun -eee

[Mister Snitch!]

By your logic, no one will ever buy a Mercedes or Porche or Bugatti because they are too expensive to own and operate. And yet, we know that they cannot make such cars fast enough, even as Chrysler and GM go down the tubes. Your predictions of failure for this gadget don't hold water. In fact, they strain so hard against the headwind of real world evidence that I can't imagine why I'd want to consider any argument you made.

By the way, this statement of yours:

"the go-to consumer electronic device for the masses, as Apple so clearly hopes"

is based on absolutely NOTHING. Apple's target was 10% of the market - which means it is "clearly" NOT a "device for the masses". How much of the automobile market owns a Porsche? That little? Gee, guess they've failed, then, huh?

I could go on with the problems in your logic, but it seems pointless. I don't believe anyone capable of such a poorly-reasoned argument is exactly seeking enlightenment.

[cirby]

Aside from the "manufacturing defect" complaint in the original post (the "dead screen bottom" issue isn't really that common, from the comments I've seen online - a few users seem to run into it, and the issue tends to get resolved quickly. The dead earpiece thing is the first time I've heard that one), most of the "issues" on the iPhone are software-based, and are almost certain to be remedied in future updates.

If the iPhone had a lot of problems, I'd see long lines of irate people in the Apple Store, holding their little aluminum bricks while standing in line for help - and I don't. I see people in there buying more iPhones and other Apple products.

So the "problems with the iPhone" theory dies early...

[joe b]

What does this guy have against Apple & the iPhone?

It's natural and right to be sceptical of any company's products, but he's uniformly negative and using language that indicate an ongoing bias. A lot of his criticisms are just plain dumb.

[Rick Lee]

I went to the AT&T store with every intention of buying an iPhone. I have been shopping for a "smart phone" for a long time and I really wanted something thin to keep in my pocket. I looked at the features and played with it for a while and when I discovered there was no "to-do" list function I was flabbergasted. I know that Apple tends to ingore "work" in favor of "fun", but I mean really... what other "smart phone" doesn't come with a to-do list?

[Robert]

Made in communist china and designed to fail after just a couple of years. Don't buy an iPhone!

[fustian]

Boy.

One negative comment after another in this series.

I have an iPhone and I love it. Best phone I've ever had, nothing else even comes close.

Because I have an iPhone and I was out of my Verizon contract period, I decided to move my family's other two phones to ATT. Interestingly, I went through all of the non-Smart phones in the store (neither family member is interested in Blackberries).

They were just primitive. Those phones are as qualitatively different an experience as moving from a scooter to an automobile.

But isn't an iPhone more like a Blackberry? Not to me. Never really wanted one of those things. They're big on work email and crappy on music and internet. That's a leash tying you to work. If that's what you want, the iPhone is not yet for you.

But, if you want a personal phone that holds 1000's of songs and full length movies and tv series, there is simply no other game in town.

So much of the negative commentary I see about Apple has nothing to do with their actual products.

Some people chose Microsoft years ago over Apple and they are still desperate to prove that they were right.

Others are embarrassed at the idea they might be identified as Apple fanboys, and go through all kinds of distortions to prove that they are really still cool.

And there is a ton of money out there from competitors like Microsoft, Nokia, Sony, Motorola, you name it. They're out there trying to sow FUD like mad.

[Ron]

WOW,
Such extreme views!! ALL the apple "fan boys" need to calm down. Please remember that is it is a just a phone with a different design and user interface. No, I am not a mac hater - I have a macbook. But the point here (that I intend to stress on) is that apple does seem to make people believe that they get this "Jesus Phone", as the author aptly calls it and as most people here believe. It goes for all the products that are sold by mac. There is also the tendency (that we can see here) to slam any view that is opposed to the mac.
I think negative views should be expressed among a mature audience. I think that it is respectable to understand the concerns of a buyer, who has spent more than most people would on a home pc, which (iphone) ended up with a couple of repairs! This is especially true of mac products that do not come with a substantial warranty (please remember that most mobile electronics are dropped or have a liquid spill and apple does not cover it either!). These are great designs, and very innovative products, but certainly not above faults.
As for the person talking about buying a Mercedes or Bugatti, please understand that all those products have their own faults and these are always pointed out in reviews. I would be realllly angry, if my car went to the shop twice after within a couple of months of buying it. Especially, if I paid more than I normally would - Premium prices come with Premium expectations :)

[Ron]

WOW,
Such extreme views!! ALL the apple "fan boys" need to calm down. Please remember that is it is a just a phone with a different design and user interface. No, I am not a mac hater - I have a macbook. But the point here (that I intend to stress on) is that apple does seem to make people believe that they get this "Jesus Phone", as the author aptly calls it and as most people here believe. It goes for all the products that are sold by mac. There is also the tendency (that we can see here) to slam any view that is opposed to the mac.
I think negative views should be expressed among a mature audience. I think that it is respectable to understand the concerns of a buyer, who has spent more than most people would on a home pc, which (iphone) ended up with a couple of repairs! This is especially true of mac products that do not come with a substantial warranty (please remember that most mobile electronics are dropped or have a liquid spill and apple does not cover it either!). These are great designs, and very innovative products, but certainly not above faults.
As for the person talking about buying a Mercedes or Bugatti, please understand that all those products have their own faults and these are always pointed out in reviews. I would be realllly angry, if my car went to the shop twice after within a couple of months of buying it. Especially, if I paid more than I normally would - Premium prices come with Premium expectations :)

[Ron]

WOW,
Such extreme views!! ALL the apple "fan boys" need to calm down. Please remember that is it is a just a phone with a different design and user interface. No, I am not a mac hater - I have a macbook. But the point here (that I intend to stress on) is that apple does seem to make people believe that they get this "Jesus Phone", as the author aptly calls it and as most people here believe. It goes for all the products that are sold by mac. There is also the tendency (that we can see here) to slam any view that is opposed to the mac.
I think negative views should be expressed among a mature audience. I think that it is respectable to understand the concerns of a buyer, who has spent more than most people would on a home pc, which (iphone) ended up with a couple of repairs! This is especially true of mac products that do not come with a substantial warranty (please remember that most mobile electronics are dropped or have a liquid spill and apple does not cover it either!). These are great designs, and very innovative products, but certainly not above faults.
As for the person talking about buying a Mercedes or Bugatti, please understand that all those products have their own faults and these are always pointed out in reviews. I would be realllly angry, if my car went to the shop twice after within a couple of months of buying it. Especially, if I paid more than I normally would - Premium prices come with Premium expectations :)

[Ron]

WOW,
Such extreme views!! ALL the apple "fan boys" need to calm down. Please remember that is it is a just a phone with a different design and user interface. No, I am not a mac hater - I have a macbook. But the point here (that I intend to stress on) is that apple does seem to make people believe that they get this "Jesus Phone", as the author aptly calls it and as most people here believe. It goes for all the products that are sold by mac. There is also the tendency (that we can see here) to slam any view that is opposed to the mac.
I think negative views should be expressed among a mature audience. I think that it is respectable to understand the concerns of a buyer, who has spent more than most people would on a home pc, which (iphone) ended up with a couple of repairs! This is especially true of mac products that do not come with a substantial warranty (please remember that most mobile electronics are dropped or have a liquid spill and apple does not cover it either!). These are great designs, and very innovative products, but certainly not above faults.
As for the person talking about buying a Mercedes or Bugatti, please understand that all those products have their own faults and these are always pointed out in reviews. I would be realllly angry, if my car went to the shop twice after within a couple of months of buying it. Especially, if I paid more than I normally would - Premium prices come with Premium expectations :)

[Ron]

Sorry! I didnt mean to do that!! My apologies.

[cwwilliams]

I appreciate everyone's comment about how their iPhone broke or is not yet perfect. I want the silent majority to know that my phone works and does everything I want. I know that software upgrades will bring it even more functionality. Bring it on!

[Ian]

thanks for the post. A freind wants one for her birthday and this is ammunition for the "other present"!