[etherael]

I do agree that their sales, support, marketing are all not good. I'm just saying that on top of that you can see some engineer chanting mindlessly to himself "build it and they will come". It's like they focused only on the product itself and utterly disregarded the other components of the aforementioned 'consumer experience', and this resulted in a massive fail.

Would they have done better if they had focused on consumer experience a lot more? Almost definitely, but I think that's as far from their culture as it is for Microsoft to understand why an iPad is not just a PC in a new form factor. They just don't "get it" to use the common turn of phrase, I think maybe I didn't convey that so well because I'm sympathetic to the position and in the habit of dismissing the other components of the consumer experience myself.