Same post in English
I recently put two posts on my blog about brands I wasn't satisfied with: Nikon and Apple. I was complaining about the first one because I had to pay a huge price for having my D80 camera repaired. The price was so high (more than 1000 €!) that it gave me the feeling of being a prisoner of the brand and that they were taking a bold advantage upon my situation: staying without my camera or paying the bill!
Apple's case was about my new MacBook settings: I struggled a lot transferring my data from my Outlook for PC to my MacBook and I was wondering why it was so complicated whereas there were currently so many people adopting Apple, most of them not geeks and uncomfortable with technique…
I never had the slightest reaction from Nikon (maybe I am right about my feeling: I am the fool of the story).
On the other hand, I got a comment from a so-called "Hint" (anonymous)
giving me… a few hints to help and links on Apple s' site for further information.
I don't know who this Mr. Hint is. He's just maybe a simple Mac fan
trying to help "the community". But his reaction was so fast and so
accurate that I am pretty sure that the brand itself was talking to me.
And this gave me the feeling that Apple doesn't drop his clients once
they have bought their products. It s a question of loyalty, isn't it?
A similar misfortune occurred to Franck Perrier. He was complaining about his brand new Nokia E61: because of automatic reconnection settings, he had to pay a huge bill for his mobile Internet (more than 4 000€ (+/- 6 000$)!!!). Since he is an influent blogger (yes he is), he got contacted by the brand to help him cope with this situation. There again, we have a brand (Nokia) who seems to listen to the web.
When you realize a simple post can be read by hundreds of readers (sometimes much more), when you add that 45% of e-buyers make their own decision (to buy or not to buy?) reading other people' opinion, you just wonder how big brands like Canon don't listen more to the web.
