"Apple's customer base is widening beyond longtime Mac fanatics—people who give the company a pass because they regard it as an underdog. The Mac's market share is growing rapidly, suggesting that lots of Windows users are switching. Last month, millions of people waited in line for the iPhone not because it was emblazoned with the Apple logo, but because they'd heard it was the best phone on the market. Combine that with the fact that the iPhone and MobileMe are vital to people's lives in a way that, say, an iPod isn't, and you've got a recipe for customer dissatisfaction. You may be willing to overlook Apple's silence about a dead battery on your MP3 player. But if the company continues to stonewall people whose phones cut off every five minutes, Steve Jobs better get ready for some marches on Cupertino."
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