As Apple’s Senior Vice President of Worldwide Product Marketing, you’d have to imagine that Phil Schiller is a pretty busy guy. He’s also been moonlighting as Apple’s keynote speaker during Steve Jobs’ medical leave of absence. But now it’s really starting to look as if Schiller has taken on another task: App Store savior.
We’ve already talked at length about the two instances in the past week or so of Schiller personally reaching out to bloggers to set the record straight about a few of the App Store issues. But he has actually taken it a step farther. He’s also been reaching out to individual app makers to talk to them about their apps and offer his assistance in getting them approved, we’ve learned tonight.
And one such app, Rising Card, is now available in the App Store thanks to Schiller.
Rising Card is a magic application developed by Theory11. The reason it was initially rejected after a long period of hearing nothing from Apple was that they felt the app would be confusing to customers. Of course, that was the point of the app as it’s a magic trick meant to confuse people. The developers wrote Apple to explain that to them, but heard nothing back. They figured all hope was lost as this was hardly a high profile application, and Apple clearly didn’t seem to care too much about it.
Then the magic blog iTricks picked up the story which led the Apple blog TUAW to cover the rejection a few days ago, and all of a sudden, Apple started reaching out to the developers. And of course, not just anyone at Apple, but Schiller and also Phil Shoemaker, Apple’s Director of Application Technology. Based on this and Schiller’s previous responses, it would seem that not only is Apple reading the blogs that cover App Store issues, but it really is trying to resolve them. And in this case it did. Shoemaker called yesterday to let the developers know that the app was now in the store.
Obviously, the developers are very pleased with situation. Jonathan Bayme, the CEO of Theory11 wrote this to us this evening:
Schiller was unbelievably responsive throughout the whole ordeal. Our first communication from him was late at night on the 11th – with another email sent to us an hour later. He was extremely nice and although not promising anything, he said he would have their team look into the situation ASAP.
To be frank, Chris and I [the creators] were both amazed that this had reached the heights it had at all – given the fact that it is just a fun magic trick. We had spent months creating, polishing, and finishing this thing – and up until then we thought all hope was lost. It’s been quite the rollercoaster.
This morning, we received another email from Schiller advising us that Phil Shoemaker (Director of Application Technology) would be in touch with us soon to discuss our app, and as promised I received a phone call about three hours later from Phil. Shoemaker said that his team was looking into the issue as we spoke, and he was hopeful to see resolution of this by the end of the day.
True to his word – it was in fact approved late this afternoon. In sincerity the whole process was quite the ordeal, but I must say that I respect the hell out of the fact that we received the personal attention that we did. They were responsive, attentive, and truly listened to what we were saying. While one could argue that it took us over a month to get to that point, I would judge this situation based on the lengths they went to to fix the problem – they were incredible.
So there you go, another happy customer. This new Schiller strategy seems to be working wonders for the App Store.
But I still find it a little crazy that it’s Schiller who is personally doing this. On one hand it’s great, but it’s also odd. Perhaps that speaks to this being more serious of a situation then just some apps being rejected. After all, the FCC is looking into Apple’s role in the App Store and how it handles app approvals/rejections. This follows Apple’s rejection of the Google Voice app and the removal of all apps that use Google Voice. Google and AT&T are also the subjects of that investigation.
When the government gets involved — the government that is already looking into Apple for its board of director issues (with Google), anti-competitive issues (with iTunes/iPod), and hiring practice issues (again, with Google) — you are naturally going to take things a little more seriously than you were before. The fact of the matter is that Apple had, and still has, a lot of problems with the App Store. They waited too long to fix them, and the situation started to get out of control. So it looks like Apple may have had to bring out the big guns to restore order.
Now, Schiller and Shoemaker cannot possibly personally look into every app, or even just every app rejection, but they appear to be focusing on the ones that are getting attention. I wouldn’t be surprised if this was some kind of stop-gap move until the improvements to the App Store approval process that Schiller has been alluding to are ready to go. We know they’ve already broken up the iPhone PR team into two divisions now (hardware and App Store), a next step could well be a complete revamping of the app approval process and team.
When MobileMe was having troubles following its launch last year, Steve Jobs stepped in to right the ship, and it worked. It looks like Schiller may be doing the same now with the App Store. Let’s hope that works too.
Oh, and the Rising Card application that led to all of this? It’s pretty good, very smartly designed. Is there any reason Apple should have rejected it? No, and so it’s good to see it in the App Store where it belongs. Find it here for $2.99.
bush : obama = microsoft : apple
You’re suggesting Apple is a disappointment?
SCORE!!
It is the weekend and no Paul Carr article? Where be Paul Carr?
Its week 4…
@MG Siegler,
STOP as$ licking Apple
Hopefully fired
Can’t stand his VAPID articles. His articles are absolutely the worst: no content and yet very, very long.
That said, MG rocks!
No. I think he’s suggesting that Apple is flashy, but when it comes down to it, they aren’t any better than the other option.
In this case Bush is worst than Microsoft and Obama was flashy and didn’t keep a lot of promises. But he has a LONG way to go before he reaches Bush status.
No, he’s suggesting the support staff sucks…
Time has changed. Apple is forbidding iPhone users to install Google Voice app called “GV Mobile” on the device. They decided to take it off App Store. Why? Just because.
This smart phone is essentially a computer with operating system and an ability to install third party software like any other computer. When I called Apple, tech support representative informed me that Apple does not have to explain why they are forbidding me to install Google apps after I purchased device planning to use it with Google Voice. She also informed me that App Store is like any other store has right to choose what they put on their shelves.
Well, I respect their choice, but the last time I checked in my neighborhood mall none of their stores are FORBIDING me to use products from anywhere else but from their store. Does Apple respect my choice? Communist China government did not dare to make Lenovo give me a list of software I can install on my laptop. Lenovo respects my choice because they know what will happen with their laptops if they would try to deny this choice to people in free world.
Just imagine what would happen if Microsoft would make an agreement with Comcast and set up a list of software you are allowed to install. What if they allow you to connect to internet only through Comcast? What if Comcast decides they don’t like some software and a week later Microsoft would FORBID using it without any meaningful explanation? That would definitely be considered mafia-like behavior and nobody would tolerate it.
We are not tolerating this behavior neither from China, US government, Microsoft, nor from Comcast. For how long are we going to tolerate this behavior from Apple? I erased my iPhone, I smashed it with hammer and I will send it on Monday to Steve Jobs, c/o Apple 1 Infinite Loop Cupertino, CA 95014
Time has changed.
” I erased my iPhone, I smashed it with hammer and I will send it on Monday to Steve Jobs,”
You’re insane. You should be medicated at the very least and maybe even locked up.
Seriously, seek some help ‘Alex’.
don’t mind alex. for the past couple of weeks when the apple posts come up…most of them written by mg, and this alex dude always posts THE SAME THING…give or take maybe a couple new words or the way it’s broken down but it’s basically the same letter all the time and everytime i’m reading the comments and i get to this particular one i want to punch this alex person. it’s kinda pretty funny. it must be an automatic ctrl+v for some sort of campaign.
I am just very pissed off at Apple. I am not going to post that message again.
When you don’t like something, find a way around. Hack the f’ing thing! Boo Hoo.
Look Alex you are right to a certain degree. Apple should not being doing this. Especially for things like gVoice. They should just allow that. Still, your analogies are not so great. Lenovo is making PCs. Apple is just as open on their PC platform as anyone. This is just a different story.
The iPhone is just a different deal. They are using a model closer to that of a video game console maker where they have final say about what can be used with the console. Sony, MSFT, Nintendo all approve games for their platforms. That is just how they do it and those are the terms of the device. The iPhone is the same way the same is true for nearly every other previous non-smart phone with apps on it made by a carrier. I am saying, all the phones not made by Palm, BB or using WinMob, all the junkie phones that you could download games to were ALL restricted by the carrier and tied to one carrier. No one ever freaked out about that.
In the case of the iPhone/Touch while Apple has blown it in a few cases, in general they are letting in more apps than any restricted platform has ever allowed. It is a massive operation approving every version of every app on the system. They are doing a decent job. Not to the developer’s tastes but the entire operation is successful and has opened a whole new world for users. So far customers have not been hurt. No malicious code has gotten out. There are some upsides.
Clearly it’s not as open as you, and many of us, would like but it’s not all bad and it’s created a market and a startup environment which is energizing the whole industry.
Maybe it will lose in the end to a more open platform. That will show Apple that they were wrong with this approach. Or maybe they can continue this way and just make it better. Find a better balance between being in the role of approving apps and in being seen as abusing that role. I hope they can just do a better job. Be a filter for crap and not ever be anti-competative like they seem to be at times today. That would be ideal to me.
I also hope they open the device to all carriers. That seems like smarter business. But clearly they are not the only ones with exclusive deals on the table. It’s just going on way too long in their case.
Alright, cheers. Take a deep breath and go for a walk outside – might help.
No, Alex, you didn’t smash your iphone, so stop pretending. I don’t know what the appstore needs saving from other than hysterical bloggers, maybe the steady flow of money is hard to handle.
But really, Alex, why did Apple pull Google Voice? Was it because it used undocumented apis or used external frameworks? Did it impinge on the contract between Apple and AT&T? You decide these things are too complex to consider, and just say just because. Because that’s how they’d do it, a company as careful as Apple would do it just because.
But the real low point in your comment is pulling in the China comparison. The US imprisons a greater percentage of its population than China, more than anywhere else in the world, actually, but I guess in your mind it’s still the real land of the free, because you can pretend you smashed your iphone with a hammer. Why don’t you go join Jason Calacanis doing his impression of a baby sitting on the floor in a soiled diaper, wailing over how Apple isn’t what you want. Wah wah wah.
Youre suggesting, that Apple is way better than Microsoft and is actually doing something instead of destroying everything?
Wow that’s really generous to Bush.
However I don’t think anything is as good as Microsoft.
And where do users and developers stand in this comparison?
Seriously now, don’t iPhone users deserve to get the full offering of what hard working developers have invested months of their lives creating for them?
Who is Apple to decide what’s confusing and what isn’t? The App store already has its own, very organic 1-5 star rating system which helps users and developers alike.
Beside, like the bulk of iPhone users, I too use a Windows machine in daily life. Apple can trust that I can handle *some* confusion
I think it is the consumer of the app who should decide whether it is confusing or not. Apple guys cannot make assumptions about the intelligence of iphone users.
Its a pity they follow no standards, and each app gets rejected for a whole new reason.
You’re right, Apple should realize the consumer can figure out for themselves what apps are good and which aren’t and stop censoring. That’s the way the internet works – free and open. What they’re doing reminds me of communist china censoring certain websites through a country wide firewall or something like that.
What I don’t get: if Schiller is getting personally involved in this, why no public explanation of the Google Voice app rejection? That’s the most important one.
All you have to do is come out and say “hey we fucked up, here’s how we’re going to make it right”, and people will forgive you. But with no response it starts to look more and more like you have something to hide.
kinda hope we are getting to that point. this really seems like a lose lose for apple. the longer it goes on the more pr it gives gvoice. if gvoice is successful they would want it supported on the platform. if it is not successful then there was no benefit to blocking it. so really, they are just better off allowing it. then you add in the lose of good will, worth a lot to their brand. it’s a mistake on many levels that needs to simply be corrected as you say.
for the record though, personally I don’t have any current interest in the app and I think few people would. I am just sick of hearing people complain about it.
So when is Schiller going to comment on the Google Voice apps rejections? Or the so-called “porn” apps? The apps that Schiller seems to be apologizing for seem, for the most part, to be inconsequential. What about the apps that would truly shake things up?
I would bet that he can’t and won’t say anything while that FCC investigation is on-going.
Doesn’t Arrington’s comment below make you want to call him an “Android Nut-Sucker!”?
I’ll bet you’re right, @parislemon … Knowing govt red tape (experience) I fear FCC investigation may take a lo nn gg time and we should not hold our breath(s) for a response on that. I’d enjoy hearing the response, though. Oh, well…
I would have titled this “Apple Stops Waterboarding Loudest App Store Developers.”
I’d hardly call some of these folks the loudest, although if you’re lucky enough to get on sites like TC or Engadget or TUAW then yeah, someone at Apple will “see” the situation.
I’d still like to know why Apple won’t approve the Minipops app. Perhaps because that was a couple of months ago and Phill was I guess on a mission to Mars at the time?
It’s as if they didn’t notice all of the money they lost along the way! Sure they made us wait months, but they called and telegraphed their caring words.
As a life-long Apple customer, my experience has been truly demoralizing.
@Michael, lol
Ditch apple Go android
woohoo
Here’s a tip to Phil to save the app store: STOP ACTING LIKE JERKS.
@jlob Wont happen..
yeah. it’s kinda sad and it doesn’t look good on the company. i like that atleast the apple people are doing their jobs…or trying to. they just need to make their actions transparent…especially to developers because this whole we reject you on our whims depending on whoever is looking/reviewing your apps doesn’t cut it. where’s the apple blog?
nice approval process, one f*ckin guy…
lol
well, technically two. both senior apple officials highly trained in the art of app approvals.
Hopefully they’re not a couple of bad-apples…
This can’t scale obviously.
When i read this, i honestly think that Apple should either totally outsource the App Store activity (by the way iTunes is already outsourced to UberMind) or open it (just like any Mac software does not need to be approved by Apple)
I also believe that over time with the flow of apps, and html 5 if this does not solve, developers will prefer to create Web apps with no approval process rather than go through the process
It doesn’t necessarily have to scale. What’s going on is that someone very senior is trying to investigate a process that’s being reported to be broken. The goal isn’t to leave the process in a broken state and then intervene periodically. The goal is to understand how the thing is broken, so that a better process can be put in place.
Hopefully, they’ll succeed. This is the right step.
They should just block malicious or really badly made apps that don’t work well at all.
Apps from well known developers should not be hassled.
And they should not use the approval process as a way to steer the market to their solutions.
On the other hand, they can and should compete with the apps in terms of features. I would love to see the native voice, SMS and VM work over wifi so that I do everything even if I am in bad coverage.
It’s good to see some resolution to a few developers but it shouldn’t have gotten this bad.
Apple have driven my custom away and as long as they have such a tight grip on the app store then they will at least be without my custom
I love my imac and think the iPhone is a wonderful bit of hardware so I’m not a hater. Let’s hope they get things straight!
Am I the only one – Crunchbase shows me
“500 – Internal Server Error”
It happens some times.
The TC server is running slow. Many sites across the USA were slow today. I traced it to several datacenters on a few major pier-points. Level3, Softlayer, Rackspace, PLanet Earth, are all on the same Pierpoint that Techcrunch has its server on. But for the life of me i can tell what Datacenter Techchrunch is on….All I can see is the pier-point and who (tier-1/2/3 data-centers).
Last few days The planet, Rackspace and level3 have been slow as ice melting in the south pole!
CrunchBase runs on Rails, what do you expect? Stability?
Whoa. Saving the AppStore? All they did was make a couple of phone calls and publish a silly app. They’ve got a lot more work to do to really show that they’re saving the store.
Whatever they do, it’s got to work equally well for everyone — large or small, loud or quiet.
An app from one of the most respected creators and developers in the magic industry – someone who literally oversees David Copperfield’s internationally acclaimed show – is hardly ’silly’.
The point of the article is that Apple is obviously being proactive in attempting to right some wrongs. I would hardly call theory11.com ‘large’ or ‘loud’ (by any means). The fact that they were picked up by TUAW was a fortunate coincidence.
I think the situation was handled well. Phil’s actions were commendable, and they warrant some recognition. Keep it up Apple!
Sorry, until Apple shows evidence of changes to the store that benefit all developers then this is still just a publicity stunt. That’s not commendable.
Has anyone thought about saving the app store from all the porno apps? I don’t want to see “sexy girls” apps there when I search for something.
as long as Apple has an approval process for applications and updates, investing time and money in developing serious iphone apps is risky.
When VOIP apps such as GIZMO5, Skype, Toktumi, OneBOX, etc. and sorta kinda VOIP Google Voice can have apps then I will begin to like Apple again.
Its obvious Apple (Crapple until they allow all VOIP apps) is siding with ATT.
Phil Schiller if you are reading this blog please allow some of these developers to release their Apps. The worst thing is people will like you more. ATT will not Sue you or they will lose huge market share from public outcry and humiliation.
Read your contract.
Who says you can’t use Nokia, Android or Samsung?
Skype is already on the iPhone.
The article had me quoting Ralphie from a Christmas Story there at the end… “Don’t forget to drink your Ovaltine. A crummy commercial?”
“When the government gets involved — the government that is already looking into Apple for […] anti-competitive issues (with iTunes/iPod)…”
As far as I can tell, the iPod+iTunes case has nothing to do with the government. This is a civil case brought by Stacie Somers and 3 other customers, not the U.S. Department of Justice.
http://dockets..../case_id-26768/
Check the number on the subpoena DoubleTwist received, this is the same case, C-05-00037 California Northern District Court.
http://nanocr.e...-apple-lawsuit/
Its not just dev’s that Schiller and Shoemaker are responding to. I have just broken my silence here http://www.ipho...r-concerns.html
Who cares?
How many of us have Iphones?
Apple phones will never be mainstream since they operate in the high end of the market.
Vast majority of people cannot afford them.
Well, then, guttersnipe, why are you reading this stuff?
Because you have to read it to know what it is about.
Do you know what i mean guttersnipe?
Ah, so as an iPhone hater, you read ALL articles about the device so that you have something to criticize. Such a wise use of your time! If you spent it doing something productive, perhaps you’d be able to afford one yourself.
And, I don’t think you know what “guttersnipe” means.
Lowest class, like a ‘caveperson’ would you say?
CAVE: Citizens Against Virtually Everything
Guttersnipe: a street urchin (e.g., a 14-year-old whose mommie won’t buy him an iPhone and pathetically whines about those who have them)
“Who cares?”
If you can’t see how revolutionary the iPhone is, and its seismic impact in the marketplace, then you’re deaf, blind, and stupid. And how we all wish you were mute as well.
You don’t suppose that some flunky at Apple might be authorized to use a “Phil Schiller” address to make it look like these issues are getting personal, high-level attention? If you were Schiller, would you bother with this stuff when there are so many big-picture things to work on? Phil Shoemaker *maybe*, but Schiller–bah! I think it’s good that Apple is finally starting to address the problems, but let’s not get TOO warm-and-fuzzy moist-eyed here.
It does made them feel somewhat proud that a person sitting high in the executive position is reaching down to the troubled crowd; more than having a no-name employee from the App Store division who contact the developers.
Even if that’s him, how long will he be able to do it without neglecting his more important jobs, right
“You don’t suppose that some flunky at Apple might be authorized to use a “Phil Schiller” address to make it look like these issues are getting personal, high-level attention?”
That’s so obviously wrong, I hope you’re joking. If you’re not, you ought to be.
‘Wrong’ as in ‘evil’ (to which I’d agree), or as in ‘incorrect’ (I don’t know, but have my suspicions)?
How in the world did Apple manage to create the image of itself as a lovey-dovey company? Steve Jobs is a features nazi who for decades has made arbitrary decisions (you don’t need me to list them all) that cost Apple product fans vast amounts of money & headaches. I buy Apple only because all of the alternatives are, so far, worse. But with iPhone issues (AT&T, apps approval BS, battery problems), Apple’s demons are crawling out of the woodwork, and even the most ravenous fanboys cannot ignore them. It won’t topple the company–no one else has a tenth of their marketing savvy–but it has certainly soured the fruit.
Anyway, I’ve come to the conclusion that, much as I like Apple computers, I don’t need a crippled, dysfunctional, Apple-branded cellphone. My iPhone is about to become a glorified iPod touch (jailbroken!), empowered by WiFi. And my new cellphone will be a cheap, reliable, generic, prepaid something-or-other on some network (*any* network!) other than AT&T.
One magic trick app gets approved and the strategy is “working wonders”? Wow, what a starry-eyed goofball. Hilarious.
But I still find it a little crazy that it’s Schiller who is personally doing this.
If you’ve worked at a large company with a strong CEO, perhaps you have seen something similar. A single email from Steve to Phil with the text, “fix this” or initiative from Phil without prompt as this is in his portfolio would trigger this behavior. Customer problems or “red flag” issues get extremely high level attention once a decision is made to make them a prioirty. Before that, they are often ignored.
They obviously have been assigned to solve this problem. It is a PR problem as much as a real problem. And they – wisely – chose to contact a few developers to learn how it looks from their viewpoint (rather than just trust the ever constant whining of the bloggers). Apple is trying to solve this and – by assigning high-level management to the task – Apple is telling us they take this problem seriously. As a developer I am happy – developing for the iPhone is very nice and smooth except for the current approval-tombola at the end. I dont mind Apple reserving a few bits for themselves as long as those bits are clearly marked so I dont go there by mistake.
By the way TC, you don’t need to include those crazy long urls to link to apps.
App Store has built-in shortlinks for any app in the store… use format http://itunes.com/apps/NAME
So, for this http://itunes.c...apps/risingcard
So why the app store needs to be saved in the first place? And also why people accepts to buy a dictatorial computer for which the market is censored is beyond my comprehension…
How do we reach out to Schiller? Does anyone have his email or phone number? Thanks!
Here is a short list for Schiller:
GV Mobile – REMOVED
VoiceCentral – REMOVED
Google Voice REJECTED
Qik – CRIPPLED
Flixwagon – REJECTED
SlingPlayer Mobile – CRIPPLED
Skype – CRIPPLED
What to “save” the app store – fix this! Or jailbreaking and moving to other platforms will result!
Phil Schiller stepping in to contact the developer is great if you’re the developer of the rejected app, but not so much for others. TUAW is a great site and good that Apple reads blogs apparently. This however isn’t fixing the problem, which isn’t the rejections by the way, necessarily. The ‘hearing of nothing back and often’ is the problem. In the parlance of good market relations its hard to say which group is more important, customers, clients or app developers. Whatever the correct answer, its never good to ignore any of them. Are there a lot of submissions, sure. Yet, Apple chose this for itself by making itself the gatekeeper. Each and every app developer should hear something back when they are facing ‘POTENTIAL’ rejection. That is the acceptable solution.
Well, congratulations Phil, and congratulations MG too. I think the pressure of influencial blogs like Techcrunch played a significant role in this victory.
Apple set the record straight? LOL…
I wonder if stories like these are the result of the new App Store PR team.
Why is MG Siegler allowed to continue writing stories about Apple?
You have a point, this story is suspiciously uncritical and dismissive of some very serious facts
Excellent, I would also like to share this with you
http://www.techmasher.comYou didn’t just auto-promote your unrelated blog here, didn’t you?
The original story was on http://iTricks.com (a magic industry news site), then TUAW re-blogged it.
Can you at least give iTricks some credit for doing the original reporting?
Think of a politician; publicly blamed for hurting interests of poor single mothers, he immediately arranges for a town hall meeting where he find the perfect single mother to hug in front of news cameras.
Throwing advocates and constituents into confusion with some positive PR will surely enable him to carry on with his crap
thanks for the update MG. it’s good to know there are people working for the good of apple.
It appears Apple needs to create a Best Practices manual for the people that approving/rejecting the apps.
I’m wondering if Phil Schiller is getting his hands wet to gain a feel for the process. It seems like a logical learning step to take before he re-engineers developer support and app review in a more scalable fashion.
I think they will be able to succeed in the task as apple has been around for quite a long time and has been known for the products they offer.
However, improvement is certainly needed to remain in the market.
Does anyone know if there is a way to get the TechCrunch RSS feed with NO MG Siegler articles in it?
I think it would be popular enough that it could be added to the main nav at some point.
In my eyes, he’s like Bill Clinton.
Poor Phil…he’s got his work cut out for him.
WHO CARES about apps that aren’t getting into the app store? Seriously – these “so and so got rejected blah blah blah!” I’m over it!
What about kick arse apps that are in the app store but NOBODY CAN FIND THEM!?!?!?
Awesome games (all indie developers) you’ll never see because the app store sucks: http://sixrevis...e-game-designs/
I see Rising Card has its first customer review.
So years of bullshit from Apple, now some high profile ppl add it to their schedule and fanboys are happy. Apple’s PR is still the best.
Lets alway sremember that Phil Schiller’s job title contains the word “marketing”, and whatever he says has be considered with that in mind.
To his credit, he’s doing the job very well lately.