Jean-Louis Gassée:

With both the RAM limitation and “donglegate” we see self-inflicted wounds, a puzzling lack of storytelling by a company that has a long history of controlling the narrative. Apple was forced to react with labored explanations and admission-of-guilt price cuts days after the late October launch. Experienced Apple executives violated a cardinal rule of selling: Don’t let the customer discover the problem. No product is perfect, so tell it all, tell it now, and tell it yourself. If you don’t, your customers — and your competition — will tell it for you.

As usual, Gassée makes some great points.