アップル社 CEO Timothy Donald "Tim" Cook

アップル社 CEO Timothy Donald "Tim" Cook、様

初めて、御社にお手紙差し上げます。お忙しいとは思いますが、私にとって大事なお願いがあります。
私は、日本においてiTunesの音楽配信サービスが始まってからiTunes Storeで音楽を
購入しており、つい最近まで購入していました。それは、音楽配信サービスが始めった頃、
当時のCEOであるスティーブ・ジョブズ氏が「われわれは違法ダウンロードと戦う。訴えるつもりも、無視するつもりもない。競争するつもりだ」という言葉に大いに感銘を受けたからです。また、違法ダウンロードや違法コピーは、やっている本人たちのその場限りの利益追求は満たすでしょう。しかし、アーティストの利益は破壊し、近い将来、音楽を作って、その対価で生活していこうという人たちを滅ぼすことになるでしょう。
私も一部の人間から「なんで音楽に対してお金を出すのか。愚かな行為だ」ともいわれました。しかし、ジョブズ氏のポリシーは、私のポリシーでもあります。これはゆるぎません。
また、以前にクラウドサービスがない頃、私の購入した音楽データが、コンピューターの故障により消失してしまいました。アップルのサポートに相談したところ、責任者の方がすぐにデータ復帰をしてくれました。その顧客本位の対応に私は涙が出る思いでした。
そのことも私を熱烈なアップルファンにしていきました。
ところが、今年になってiTuneソフトかAppleサーバーの不具合により過去から現在に至るまでiTuneStoreで購入し蓄積してきた音楽データが聴取不可能となりました。日本のアップルサポートに相談して、最初の担当者は丁寧に対応していただきました。今回の不具合は深刻だったようで、その後、「スペシャリスト」という上席の方が担当になりました。
さらに「スペシャリスト」も何人か変わりましたが、やはり問題は解決しませんでした。
私も音楽が好きで毎日聞いていましたが、やはり音楽の無い生活はさびしいものです。
電話サポートやリモートサポート（今はサーバーに拒否され不可）を１１回受けたのですが、いまだ少しの改善もみられません。
一生懸命対応していただいたアップルサポートのスタッフの方には感謝しています。改善されないのは残念ですが、あきらめもしようとしました。
ただ一点のことを除いては・・・・
ある日、アップルの電話サポートを受けていた時、その日は女性の「スペシャリスト」でした。私も「今日こそは」と期待をしてサポートを受けていました。その女性スペシャリストは最初丁寧に対応してくれていました。やはり改善が見られないので、私が「もうだめでしょうか？」といった途端に彼女の口調が変わりました。
「あなたのはレアなケースで情報が少ない。」「そうですか。ほかでは私と同じ不具合の報告はないですか？」
「アップルは世界的な企業なので、不具合の事例があればすぐ出ます。iTunesの不具合とは限らないのではないでしょうか？」
私は、「セキュリティソフトのファイヤーウォールの問題の可能性もあるので、以前対応してくれたスペシャリストのアドバイスに従い、セキュリティソフト会社とも協議しました。
しかし、セキュリティソフトを全く機能させない状況でも、同じ不具合の症状が出るので、ファイアーウォールが原因ではないとの結論になりました。」
「とにかく世界的な企業のアップルにも不具合の情報がないので、今のところ問題の回避方法は見当たらない。とにかく少数な不具合だ。」と冷たく言われました。
私は、この瞬間アップルとの信頼関係はなくなったと思いました。以前のアップル社の精神はもうなくなったんだ。どんなに巨大な世界的企業でも、顧客を大事にしない企業が続くとは思えません。確かに私は人間の体に例えるとごくごく初期のガン細胞かもしれません、健康な人では自然消滅してしまうくらいの・・・でもその小さなガン細胞が何かの拍子にその体を蝕むことがあるかもしれません。ないかもしれません。
この手紙が読まれる頃には、多分私はアップルファンでないと思います。一抹の寂しさはありますが、仕方のないことなのかもしれません。
私とアップルとの関係はこれで終わりになりますが、どうか顧客を大事にする心とジョブズ氏の精神は継続していただけることを細やかながらお願いします。
最後に、アメリカから遠い日本の手紙を読んでくれたとしたら、大変に感謝いたします。
ありがとうございました。

PS
欲深き人の心と降る雪は積もるにつけて道を忘るる

Kết quả (Anh) 1:

Donald Apple CEO Timothy "Tim" Cook, who For the first time, to give your letter. I don't think you're very busy, but for my big wish. Since I started iTunes music service in Japan in the iTunes Store for musicAnd purchase, I bought until recently. It started a music delivery services I was,Mr. Steve jobs, Chief Executive Officer at the time of "our fight against illegal downloading. Not going to sue are going to ignore. Going to compete "that is from the word was greatly impressed. You will also meet on the spur of profit they're doing illegal downloading and piracy. But will want to destroy the people who destroyed the interests of artists and making music in the near future, we'll live in the consideration. I also from some human beings "or why give money for music. A stupid Act "at least I was told it. But the policies of Mr jobs is my policy. It will awaken the dawn. Also, before the cloud service is not around, my purchased music data is lost because of a computer malfunction. Consulted with Apple's support is responsible for data return to me as soon. I was in tears for its customer-oriented response. Also I went to ardent fan. However, this year the iTune software or Apple servers due music data accumulated from the past until now purchased by iTuneStore hearing became impossible. Contact Apple support in Japan, is the first person to staff. That was serious flaw is, then the senior "specialists" that is now in charge.Also changed some "specialist", but it does not resolve problem. I also like music and had heard every day, but still without music life is lonely.Telephone support and remote support (now rejected on the server and cannot be) received 11 times, but has seen little improvement. Thanking you hard for Apple support staff. Try to also give up is unfortunately not improved.Just one point, except that... Time had received the Apple phone support one day, that day was a "specialist" of women. I also "today" and had received support and expectations. Women specialists in the first room with me were. I don't see improvement, so I "now would you? "And as soon as I changed her tone."You little information in rare cases. "" Is that so?. In addition, same as my bug report? 」"Just get Apple companies world-wide, so if you have examples of glitches. iTunes glitches and is not is not it? 」I see firewall security software issues, because he previously supported by specialist advice and consulted with the security software company.However, to conclude the situation security software does not work at all, the same failure symptoms occur because Firewall is not cause. 」[Not bug information in the global Apple anyway, so there was no workaround for the issue. Anyway a few glitches it's. "And said coldly.I thought I no longer trust the moment Apple. I'm the spirit of earlier Apple no longer. I don't think companies don't care about customers, even a huge global companies have followed. And certainly I liken to the human body may be very early cancer, it self destructs in a healthy person... but undermines the body or something that small cancer cells may have. May be not. I think at the time you read this letter, maybe my Apple fan is not. It may be that there are slight loneliness. While the spirit of the relationship between Apple and I will end here, but whether to customer care and jobs will continue to fine thank you. After you read the letter of the distant from the United States, Japan and, thanks to hard. Thank you very much.PSAnd grasping when the snow piles up on way to forget.

Kết quả (Anh) 2:

Apple CEO Timothy Donald "Tim" Cook, like the first time, you will receive your letter to your company. I think that busy, but there are important ask for me. I, the music in the iTunes Store from the start of the iTunes music distribution service in Japan has been purchased, had been purchased until recently. It is time the music distribution service has Tsu began, Steve Jobs is the time of the CEO "We fight against the illegal downloading. Intend to appeal also, there is no going to be ignored. I'm going to race" that greatly impressed by the words because received. In addition, illegal downloads and piracy, are doing profit of ad hoc of the person who will meet. However, the profit of the artist is to destroy, in the near future, making music, you will want to destroy the people of going to live in that consideration. I was also said to be from the part of the human being as "Why do put out the money for the music. I stupid act." However, Jobs said of the policy is also in my policy. This is not steadfast. In addition, time there is no cloud service previously, music data that I have purchased, I have lost due to computer failure. I was consulted on Apple's support, towards the person in charge did a data immediately return. I was think that tears in the corresponding of the customer-oriented. Me also that we went in the ardent Apple fan. However, music data that has been purchased at iTuneStore accumulation ranging from the past to the present by the failure of iTune software or Apple server is now impossible hearing earlier this year. Talk to Apple support of Japan, the first of the personnel we have carefully correspondence. This time of trouble seemed serious, then, towards the senior called "specialist" is now in charge. Has changed further "specialists" are also some people, but it was still does not solve the problem. I had also heard every day like the music, but also life without music is not lonely. (Now rejected not on the server) telephone support and remote support I have received 11 times, but not seen even still a little bit of improvement. The Staff of hard Apple support that had you support I am grateful. Is a pity not been improved, but the attempt was made ​​to also give up. But with the exception of that one point ... One day, when I received a phone call support of Apple, the day was a "specialist" in the woman. I also had received the support to and expectations "is what today". The woman specialist had first carefully me correspondence. Also because the improvement is not seen, I as soon such as "Is it another useless?" Her tone has changed. "You of the information is less in the rare case." "Yes or. In the same bug reports is not either? And I the other," the "Apple because it is a worldwide company, I get immediately if there is a failure of the case I think in not necessarily the failure of .iTunes? " I, because there is also a possibility of a" security software firewall problem, in accordance with the advice of specialists who has previous correspondence, consultation with security software company want It was. However, even in a situation that does not work at all the security software, because the symptoms of the same bug comes out, firewall is now to the conclusion that there is no cause. " " Anyway, is a problem of information in the world companies of Apple since there is no, for now how to avoid the problem is not found. was anyway a few of it is trouble. "and said coldly. I, I thought that no longer trust relationship between this moment Apple. The spirit of the previous Apple I was already gone. No matter how huge global company, we do not think a company that does not take care of the customer is followed. Sure I might be very, very early cancer cells and likened to the human body, its small cancer cells even ... much it would naturally disappear that undermine the body to the beat of something in a healthy person there may be. You may not. By the time this letter is read, I think that maybe I'm not an Apple fan. Loneliness of hatching. Is there, perhaps, such that there is no way. The relationship between the I and Apple will be the end of it, but the mind and Jobs's spirit to whether take care of the customer, please while delicate that you are able to continue. Finally, if you and me reading the distant Japan of letter from the United States, we thank very much to. Thank you very much. PS falling snow and greed Deep human mind is Ruru forgotten the road dipped to accumulate