Frustrating By Design: Apple's Unfriendly Repair Experience
A company that prides itself on sleek, seamless design and high quality user experience makes clear that the repair experience doesn't count. Also: Microsoft's Surface Pro 10 shines on repairability.
Apple has introduced a new online tool called "Reasons to Upgrade," aiming to persuade users to switch to the latest iPhone models by comparing them to “older” ones like the iPhone 11 and 12.
The tool highlights improved features such as enhanced camera resolution, faster GPU chips, or its new things like its Dynamic Island and OLED displays. While the comparison excludes the iPhone 13 and 14, Apple offers another tool for broader device comparisons. The move comes amidst reported challenges for Apple, including a drop in iPhone sales in China and legal disputes with the U.S. Department of Justice.
Apple is a master marketer with the ability to create beautiful- and remarkably easy to use websites, phones, laptops and other products. But that tradition of excellent- and user-focused engineering does not extend to the repair experience of customers, where Apple consistently opts to make the repair and maintenance process clunky (both physically and digitally), constrained, inconvenient and expensive.
When the Reasons to Upgrade tool placed side by side with the company’s Self Service Repair tool, the first is so obviously cleaner and more user-friendly. A quick glance at the two tools shows the cliff in their user experiences.
The design says it all. The Reasons to Upgrade tool, however, is the beautiful user experience Apple customers have grown to know and love, while the Self Service Repair process is a maze of links and pages with no visuals until you get to the actual repair guides.
And did I mention the actual repair guides? We know Apple can convey complex things in simple ways, and could easily make simple videos that could help people repair their phones. How do we know this? Well, they make beautiful videos telling people to upgrade their phones. On the Reasons to Upgrade tool, we are prompted to “Watch a guided tour of iPhone 15 and iPhone 15 Pro” where we hear from Von—our trusty Apple employee who walks us through the options we have when it comes to purchasing a new model. On the Self Service Repair tool? We get a long page of text that tells us if we want to repair our iPhone screen, we will need to use a machine that looks likes it requires a lead vest to operate. (Here’s a much friendlier and low-tech approach to replacing an iPhone screen.)
Apple's approach to user experience differ vastly between encouraging upgrades and facilitating repairs. The lack of accessibility and clarity in the experience it is trying to create for repairers is intentional. By neglecting to offer a visually impressive and easy-to-follow guides for repairing devices, Apple not so subtly discourages users from attempting repairs themselves.
Given Apple's track record of creating beautiful and user-friendly content, there is great potential for the company to improve the repair experience for its customers. Bringing the same approach that it uses to sell its products to those wishing to repair them would help; simple instructional videos and clear, step-by-step guides could empower users to take on repairs confidently, reducing the need for their costly professional services and warranties. That would, in turn, contribute to a more sustainable approach to device ownership. This should be light work for a company that has a market cap of $2.3 trillion, part of which stems from Apple’s solid profit on things like Apple Care and authorized repair services.
In short: it's long past time for Apple to apply its design expertise not only to selling new products, but also to supporting the longevity and repairability of its existing ones.
More News
Designing electronics for longevity is crucial in combating the escalating e-waste crisis. With alarming statistics indicating the UK's significant contribution to global e-waste and the forecasted rise in emissions, urgent action is imperative. Manufacturers must prioritize sustainable design, repairability, and end-of-life measures to mitigate this crisis. Legislation like the "Right to Repair" law is a step forward, but more comprehensive circular practices are needed. By integrating recyclable materials, easily repairable modules, and take-back schemes, manufacturers can contribute to reducing e-waste and fostering a more sustainable future. The responsibility lies with manufacturers to drive change and empower consumers to make environmentally conscious choices.
Pennsylvania State Rep. Scott Conklin is advocating for right to repair laws to protect consumers and support small businesses. Conklin is emphasizing the necessity of timely and cost-effective repairs, particularly in rural areas. Right to repair laws aim to empower consumers, promote sustainability, and foster economic competition.
Microsoft has introduced the Surface Pro 10 and Surface Laptop 6 with a focus on repairability, targeting schools and businesses initially. This shift towards sustainable hardware aligns with the growing concern over e-waste, encouraging repairability and reducing environmental impact. While skeptics may question Microsoft's motives, their efforts signal a positive trend in the tech industry towards more eco-friendly practices. Other companies like Lenovo, Acer, and Framework are also joining the movement, but the ultimate impact remains to be seen amidst concerns of greenwashing by tech giants like Apple.
Community-driven, democratic economies thrive through accessible initiatives like clothing swaps. The Free Market of Detroit is a prime example, because it emphasizes the exchange of not just goods but also stories and ideas. By sharing personal experiences, such as hosting backyard barbecues to exchange children's clothes and gear, community-driven economies underscore the value of passing items on rather than discarding them. Through small steps like these, communities can foster sustainability and strengthen relationships while reducing waste.
The Canadian Repair Coalition (CanRepair) is criticizing car manufacturers for using scare tactics to oppose right to repair efforts, linking them to the rise in car thefts. They argue that such claims deflect from addressing security vulnerabilities and stress the need for evidence-based policy-making to protect consumer interests and foster innovation.
Methane emissions from US landfills are significantly higher than officially reported, with airborne measurements showing plumes at over half of the landfills surveyed. Current reporting systems are missing these large methane sources, the study concludes. Landfill emissions, which persist longer than those from oil and gas production, contribute substantially to climate change. Scientists emphasize the urgent need for methane reduction strategies that include targeting landfills, not just the oil and gas industry.
Apple may need to reconsider its iPhone design with Oregon's new right-to-repair law, which bans parts pairing. The part pairing piece of the law is leading to many to question fate of existing devices with serialized parts and Apple's response to the new law.
“Feudal security," where individuals surrender control over their digital lives to corporations in exchange for protection against potential harm is a system that must change—writes Cory Doctorow. It highlights how corporations like Apple exploit this dynamic, using their control over platforms to enforce compliance and limit user autonomy. The piece warns against the dangers of trusted computing and remote attestation, which enable corporations to exert unprecedented control over user devices. Additionally, it discusses the role of debt in modern economies, particularly how digital tools are exploited to enforce predatory lending practices and perpetuate economic inequality. Overall, it argues that these practices serve to disempower individuals and consolidate power in the hands of corporations and the wealthy elite.
The Maine State Legislature's IDEA Committee unanimously passed the a right to repair bill but is divided over its specifics. The bill, LD 1487, sponsored by Sen. Mike Tipping, aims to grant residents the right to repair their electronic devices. However, differences arise in defining the types of devices covered by the law. The majority report excludes certain products, while the minority amendment provides a narrower definition. Lawmakers' preferences align with party lines, with both sides proposing amendments to ensure fair access to repair documentation, parts, and tools. The bill will face further debate before a legislative vote.
Tiktok failed to load.Enable 3rd party cookies or use another browser
🚨 News Substack Alert: Power Metal
Power Metal is about how the raw materials we need for renewable energy and digital technology are spawning environmental havoc, political upheaval and murder—and how we can do better. This newsletter will be a space for updates, insights and analysis about those issues, and for readers (that’s you) to talk to me and each other about it all.
Check out
from to learn more about the systems in place behind the tech (and more) in our lives.