Is Apple Losing Its Edge in Software?

AI-generated, human-reviewed.

Apple continues to dominate in hardware innovation, but mounting criticisms over software quality and aggressive upsell tactics are raising red flags among experts and longtime users. On this week’s episode of MacBreak Weekly with Leo Laporte, Andy Ihnatko, Jason Snell, and Christina Warren, they reviewed Jason Snell’s Six Color’s annual report card—an influential survey of tech journalists—uncovering a growing gap between exceptional hardware reliability and lagging software experiences.

Apple’s Hardware Reliability Hits New Highs

Apple’s devices—from MacBooks to iPhones—remain industry benchmarks for durability, performance, and design. According to Jason Snell, who leads the Six Colors Apple Report Card, hardware reliability scored an impressive 4.5 out of 5. Panelists attributed this success to Apple’s robust engineering, premium materials, and consistent manufacturing standards that keep its devices ahead of competitors.

Key points about Apple’s hardware:

• Consistent build quality: Apple laptops and desktops are praised for longevity and resilience.
• High user satisfaction: Most Mac users experience few hardware-related issues over years of ownership.
• Innovation in Apple Silicon: The transition to Apple's own chips has brought performance gains and cost savings.

Software Quality: A Growing Concern for Mac Users

Despite glowing hardware scores, the report card revealed troubling declines in software quality. MacBreak Weekly panelists, including Jason Snell and Christina Warren, highlighted alarming scores for OS quality (2.7 out of 5) and app quality (3.1 out of 5). This reflects long-standing complaints about macOS usability regressions, buggy updates, and a lack of attention to user experience.

Examples of software concerns include:

• Liquid Glass UI Criticism: The “Liquid Glass” design in macOS Tahoe was flagged for sacrificing usability in favor of flashy visuals.
• Compatibility Issues: Support for older file formats like HFS+ dropped without robust communication or alternatives.
• Complacency: Apple appears to deprioritize improvements to apps like Apple TV, frustrating users who expect ongoing refinement.

Panelists warn that Apple’s leadership seems overly focused on revenue and subscriptions, with few empowered advocates for product quality or customer experience.

Upsell Fatigue: How Apple’s Subscription Strategy Impacts User Experience

The report card also ranked Apple’s upsell fatigue as a major annoyance. Multiple commentators pointed out intrusive ads for Apple services and subscriptions popping up in core apps like Pages and TV. Casey Liss and other panelists expressed concerns that Apple is degrading its premium brand by treating loyal customers as captive markets rather than respected users.

Key impacts:

• Interface clutter: Prompts to buy services interrupt workflow in productivity apps.
• Brand erosion: Aggressive self-marketing undermines Apple’s reputation for elegant user-centric design.
• Long-term risks: As panelists noted, disregarding user experience could eventually push users to alternative platforms.

Why This Matters: Apple’s Brand and Its Future

The MacBreak Weekly panelists also warned that Apple’s biggest asset is its brand reputation, which has been built on a promise of quality, innovation, and user-friendliness. If the company continues to prioritize incremental revenue over product excellence, it may lose loyal users—and open the door to competitors offering AI-first operating systems or more respectful software ecosystems.

Potential consequences:

• User migration: As alternative operating systems mature, switching costs will drop, and Apple’s captive ecosystem advantage will weaken.
• Loss of trust: Premium brands rely on customer trust; if users feel exploited, they may explore Android, Linux, or upcoming AI-powered platforms.
• Need for advocacy: Apple must restore strong advocacy for product quality inside the company if it wants to maintain its leadership.

Key Takeaways

• Apple’s hardware reliability is at an all-time high, but software quality shows a significant decline.
• Upsell fatigue and aggressive subscription marketing are undermining Apple’s brand reputation.
• Panelists believe Apple lacks empowered advocates for user experience and product quality.
• If the trend continues, growing competition could erode Apple’s dominance, especially as platforms evolve with AI.
• Users should be vigilant about software updates and consider alternatives if usability concerns persist.

The Bottom Line

On MacBreak Weekly, the panelists agreed that Apple’s hardware is still world-class, but software quality and upsell tactics are causing growing frustration. If Apple wants to stay ahead, it must renew its commitment to user experience, empower product advocates internally, and stop relying on the captive ecosystem. Otherwise, its most valuable asset—the trust of its users—may slowly slip away.

Subscribe and catch every episode: https://twit.tv/shows/macbreak-weekly/episodes/1013