Apple undskylder for at have gjort iPhones langsommere

Apple beklager sag om installering af software i ældre iPhones, der gør dem langsomme for at spare batteriet

I år udkom de nye iPhone X og iPhone 8. Se præsentationen her (Video: AP)

Den amerikanske teknologigigant Apple har offentliggjort et brev til sine kunder på virksomhedens hjemmeside, hvori Apple beklager bevidst at have gjort ældre iPhones langsommere.

'Vi ved, at nogle af jer føler, at Apple har svigtet jer.'

'Det undskylder vi for,' skriver Apple i brevet.

Dokumentation: Det skrev Apple om batteriskiftet

We’ve been hearing feedback from our customers about the way we handle performance for iPhones with older batteries and how we have communicated that process. We know that some of you feel Apple has let you down. We apologize. There’s been a lot of misunderstanding about this issue, so we would like to clarify and let you know about some changes we’re making.

First and foremost, we have never — and would never — do anything to intentionally shorten the life of any Apple product, or degrade the user experience to drive customer upgrades. Our goal has always been to create products that our customers love, and making iPhones last as long as possible is an important part of that.

How batteries age
All rechargeable batteries are consumable components that become less effective as they chemically age and their ability to hold a charge diminishes. Time and the number of times a battery has been charged are not the only factors in this chemical aging process.

Device use also affects the performance of a battery over its lifespan. For example, leaving or charging a battery in a hot environment can cause a battery to age faster. These are characteristics of battery chemistry, common to lithium-ion batteries across the industry.

A chemically aged battery also becomes less capable of delivering peak energy loads, especially in a low state of charge, which may result in a device unexpectedly shutting itself down in some situations.

To help customers learn more about iPhone’s rechargeable battery and the factors affecting its performance, we’ve posted a new support article, iPhone Battery and Performance.

It should go without saying that we think sudden, unexpected shutdowns are unacceptable. We don’t want any of our users to lose a call, miss taking a picture or have any other part of their iPhone experience interrupted if we can avoid it.

Preventing unexpected shutdowns
About a year ago in iOS 10.2.1, we delivered a software update that improves power management during peak workloads to avoid unexpected shutdowns on iPhone 6, iPhone 6 Plus, iPhone 6s, iPhone 6s Plus, and iPhone SE. With the update, iOS dynamically manages the maximum performance of some system components when needed to prevent a shutdown. While these changes may go unnoticed, in some cases users may experience longer launch times for apps and other reductions in performance.

Customer response to iOS 10.2.1 was positive, as it successfully reduced the occurrence of unexpected shutdowns. We recently extended the same support for iPhone 7 and iPhone 7 Plus in iOS 11.2.

Of course, when a chemically aged battery is replaced with a new one, iPhone performance returns to normal when operated in standard conditions.

Recent user feedback
Over the course of this fall, we began to receive feedback from some users who were seeing slower performance in certain situations. Based on our experience, we initially thought this was due to a combination of two factors: a normal, temporary performance impact when upgrading the operating system as iPhone installs new software and updates apps, and minor bugs in the initial release which have since been fixed.

We now believe that another contributor to these user experiences is the continued chemical aging of the batteries in older iPhone 6 and iPhone 6s devices, many of which are still running on their original batteries.

Addressing customer concerns
We’ve always wanted our customers to be able to use their iPhones as long as possible. We’re proud that Apple products are known for their durability, and for holding their value longer than our competitors’ devices.

To address our customers’ concerns, to recognize their loyalty and to regain the trust of anyone who may have doubted Apple’s intentions, we’ve decided to take the following steps:

  • Apple is reducing the price of an out-of-warranty iPhone battery replacement by $50 — from $79 to $29 — for anyone with an iPhone 6 or later whose battery needs to be replaced, starting in late January and available worldwide through December 2018. Details will be provided soon on apple.com.

  • Early in 2018, we will issue an iOS software update with new features that give users more visibility into the health of their iPhone’s battery, so they can see for themselves if its condition is affecting performance.

  • As always, our team is working on ways to make the user experience even better, including improving how we manage performance and avoid unexpected shutdowns as batteries age.

At Apple, our customers’ trust means everything to us. We will never stop working to earn and maintain it. We are able to do the work we love only because of your faith and support — and we will never forget that or take it for granted.

Fra slutningen af januar tilbyder Apple at skifte batteriet på nyere iPhones markant billigere end før. Prisen gælder herefter resten af 2018. Foto: Charles Rex Arbogast/AP Teknologi - 29. dec. 2017 - kl. 15:39 Apple har dansk pris klar: Så meget falder batteriprisen på din iPhone

Sagsøgt af kunder
Brevet kommer, efter at Apple før jul erkendte, at virksomheden har implementeret software for at gøre nogle telefoner langsommere.

Apple forsvarer sig med, at opdateringerne er tænkt som en løsning til at håndtere nedbrudte batterier, som ellers pludselig risikerer at gå ud.

Ifølge nyhedsbureauet AP har der verseret rygter om, at Apple sænkede hastigheden på de ældre iPhone-modeller for at få forbrugerne lokket til at købe de nye modeller. Men det afviser Apple.

'Først og fremmest har vi aldrig - og ville aldrig - gøre noget som helst for med vilje at forkorte livet for nogen Apple-produkter eller forringe brugeroplevelsen for at øge salget,' skriver virksomheden i brevet.

Se også: 2017 blev skammens år for techgiganterne

Fem kunder har ifølge nyhedsbureauet AP sagsøgt Apple ved en føderal domstol i Chicago i kølvandet på indrømmelsen, fordi de føler sig for dårligt informeret af Apple.

De påstår alle, at de aldrig ville have købt nye telefoner, hvis Apple havde oplyst dem om, at de kunne nøjes med at skifte batteriet ud og dermed gøre telefonen hurtigere.

Vil skifte batteri billigere
For at komme skuffede kunder i møde sænker Apple prisen for at få skiftet batteriet i 2018.

'Batterier er komponenter, der bliver mindre effektive med tiden.'

'Derfor vil kunder med en iPhone 6 eller nyere kunne få skiftet batteriet for 29 dollar (180 kroner) fra sidst i januar og resten af året,' skriver Apple.

Tilbuddet giver en besparelse på over 300 kroner, i forhold til hvad det normalt koster at få udskiftet batteriet.

Apple i Danmark oplyser fredag eftermiddag til Ekstra Bladet, at prisen i Danmark bliver 229 kroner - altså 400 kroner billigere end i dag.

Teknologi - 7. apr. 2017 - kl. 09:26 Apple sagsøgt: Ødelagde kunders iPhone med vilje

Det nye tiltag fra Apple er et markant skifte i virksomhedens syn på deres komponenters batterier.

Da den første iPhone blev lanceret, sagde virksomheden, at de fleste brugere aldrig ville være nødt til at udskifte batterier.

Ud over at sænke prisen på udskiftning af batterier vil Apple også komme med en opdatering til iPhones, hvor brugeren vil få et større indblik i batteriets helbred, og hvordan det påvirker telefonens ydeevne.

Du kan læse mere om mobilens batteri her.

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