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Comment by la_barba | Hacker News Reader

"Customer safety is always Apple's top priority, and we have voluntarily decided to replace affected batteries, free of charge."

I know its just a marketing blurb by Apple, but if safety is actually their top priority, they should be contacting all customers directly. How is the end user supposed to even know that their laptop could catch fire?

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I would have expected an e-mail or call from our educational rep, but it’s silence. They know exactly what we bought, so I’m a bit confused about their top priority.

My business rep seems to be on some kind of delay; they always contact me exactly two weeks after every announcement.

Yeah.. I mean Subaru found a way to email me about scheduling an appointment for the airbag recall. (Yes, I know its probably because of regulations)

Profit.

Seriously. It boggles my mind why this is still a question. We don’t even have to get into the morality of it, but it’s simply not profitable to care this much, so why would Apple?

If you have premium brand and do not provide proper customer service, then people will start buying from others. Might not be immediate, but nothing rides on good feelings forever.

That's a good point. Apple knows every piece of hardware I've purchased from them simply because I've bought into their ecosystem (iCloud, iTunes, etc.) It seems like they should be able to leverage this information to reach out to customers (or even previous) to give them a heads up.

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