Why Apple Seriously Needs a Blog

Say what you want about Dell: their customer service is shoddy, they make batteries that explode, etc. But at least they have a blog where Dell owners can learn the latest about the recently announced recall of more than 4 million defective batteries.

Apple announced a similar recall today after some of its batteries overheated and caused burns and property damage.

Now, you all know I’m a huge fan of Apple. I find their computers and operating system superior to anything else out there. But this recall has me truly and deeply frustrated with my favorite computer company.

It took me nearly half an hour to find any official information on Apple’s website about the recall. I looked at the guidelines that Apple provided (see left) and found that my iBook G4 battery (model number A1061, serial number 6C541055S9YD) was affected by the recall. But when I typed the pertinent information into Apple’s exchange process form, I was told that my battery was not eligible for exchange.

I’ve checked the serial number of my battery a dozen times. I even had my fiancé check it just to make sure. It’s clearly the right model number, and unless I’m way worse at math than my high school grades led me to believe:

519 < 541 < 552 

So what’s the deal? Can Apple explain what’s going on post-haste, or do they need to hold a press conference? Is my laptop battery going to burn my beautiful thighs, which I hope to keep burn-free? Should I take the battery out or can I continue to roam with my laptop unplugged?

If Apple had a blog, like Dell, all of those questions might be answered. But as it is, I have to wait until 6 a.m. tomorrow to call tech support and wait on hold for a million years.

Update 8/25/06: I spent about 45 minutes this morning on hold with Apple (while filtering through my RSS reader, of course) before speaking with a live human being. It turns out that it will take 4-6 weeks for my shiny new battery to arrive and in the meantime, Apple recommends that I refrain from using my old, explosion-prone one. What a nightmare!