Apple Releases Apple TV 2.0.2 Update, Thoughts On Minor Bugs

April 16th, 2008

Apple Released another Apple TV update, 2.0.2, which took me a while to get around to because I wanted to watch Bulletproof Monk (thumbs down) before installing the update.

Anyhow, since installing the one bug that was bothering me since the “Take 2″ update is finally resolved. Basically, the Apple TV’s WiFi connection would randomly drop out, usually after a few days. Each time that would happen meant either re-entering the network’s password or restarting the Apple TV by pulling out the power plug (there isn’t a power button). So I am glad to report that 2.0.2 finally fixed that bug along with a generally snappier interface.

However, the situation defines one really minor gripe I have with Apple. They tend to not publicly acknowledge minor bugs like this. Basically, when something goes slightly awry with an Apple product, they ignore it until they have a definite fix for it, or some plan for replacement. In this case, it was about a month before the software updates 2.0.1 and 2.0.2 were quietly released. But during that time, the Apple discussion forums were filled with people trying any number of wacky troubleshooting techniques to get around this bug: turning security off, going back to “g” networks, reinstalling iTunes, rolling back Apple TV to version 1, and at most expensive, replacing their wireless routers with Apple Airport routers, or rearranging their home entertainment systems to support Ethernet and eschewing the wireless option completely.

Basically, all that effort was for naught. A lot of troubleshooting time and effort would have been eliminated if Apple would just say “there’s a bug; we’re working on a fix.” But Apple doesn’t generally do that.

That said, I can think of some reasons why Apple might not want to admit publicly minor bugs like this:

  • Apple doesn’t want to damage the public perception of their products being extremely reliable. It’s not in their image for products to have flaws of any sort.
  • Apple believes they can a bug fix out quicker than it would take for enough customers to realize it’s definitely Apple’s fault (note all the time customers spent on this Apple TV bug thinking it was their network) get organized, and demand action.
  • If Apple admitted there was an issue, sales of that product might drop quickly, whereas by not admitting there’s a problem, customers will continue to purchase the product, many never encountering the minor bug and be none the wiser there was ever anything wrong. And in the case of Apple TV, Apple really wants it to sell.

Anyhow, I’m happy the Apple TV is now working as it should. Now if you’ll excuse me, I must delete Bulletproof Monk.

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Viewing 3 Comments

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    Good analysis on how Apple handles things - don't they realize that if they don't acknowledge fault in their products, other people will still do so?

    Like, I'm sure if someone asked you about the AppleTV, you'd mention your wireless issue. It would be a lot more assuring if you knew Apple was working on a fix, then to just shrug your shoulders and say that you're a happy customer other than...that one issue.

    I've gone through three new iMacs, due to things like logic board issues. I've been happy with the product otherwise, but it would have been easier on me if I knew that the first one was due to the video card. Less troubleshooting for me, less wait time for me, and less of a hassle for myself and the guys at the Genius Bar.
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    Funny you word your comment that way, because that's exactly how I've described the Apple TV to several people in the past month - it works great except for the wireless dropping out, which I'm pretty sure is an Apple bug, but I'm not positive.

    Sorry about those iMacs... :)
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    Hehe, thanks...the killer was that I knew what they were doing, I've opened up the same model iMac before, removed all of the parts, and put it back together. Took me the better part of a day, but still...it took them over a month!

    To buy something new, then live with its problems...and then, be without it for (at least) a month longer than I should be, and get non-responses when I ask Apple what they're doing with the iMac...well, I guess that shakes your faith a bit.

    And yet, I still sound the same way about recommending it to people - it's a shame, if people ask me what Mac they should buy, and I know the answer is an iMac, I just can't recommend it to them. :-/

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