MacRumors

Yesterday, we noted that new Apple CEO Tim Cook has been taking time to respond to the many emails coming his way congratulating him on his new position, wondering if he might follow the precedent of Steve Jobs and be willing to engage directly with customers via email as the contacts turned more toward questions and complaints than pleasantries.

Evidence of Cook's engagement in addressing more substantial issues comes today by way of a report from iPhoneinCanada.ca noting that Apple is planning on bringing its iTunes Match service to Canadian customers "shortly". The revelation came after a customer emailed Tim Cook, who apparently forwarded the question to Apple's vice president for Internet services, Eddy Cue. Cue quickly responded to the customer, sharing the news that Apple is working hard on bringing the service to Canada.

Hi Sheldon,

We’re working on adding Canada and hope to do so shortly after the US launch.

Eddy

The news is certainly welcome for Apple's Canadian customers, and should offer hope to users in other countries still waiting for word on the service making its way to their markets. As with any content offering from Apple, iTunes Match requires highly-localized contracts to be negotiated with the content rights holders, complicating the process of making such services available in all markets in a timely fashion.

While emails to Steve Jobs have sometimes resulted in follow-up contacts from members of Apple's support staff, it is still encouraging to see emails to Tim Cook being quickly passed along to be answered by appropriate personnel, even including other executives.

Update: Another MacRumors reader has let us know that he emailed Tim Cook to ask about iTunes Match coming to the UK, and he similarly received a reply from Eddy Cue promising that Apple is working on launching it shortly after the U.S. debut.

Hi Stuart,

We're working on adding more countries and hope to add the UK shortly after the US launch.

Eddy

Hardmac reports that Apple has made an internal announcement that it has completed work on tools that will allow support technicians to utilize remote diagnostics on iOS devices, receiving key information about device state. The report notes that the tools will allow Internet and telephone support staff to provide enhanced device support without customers having to bring their devices in to an Apple store or service center.

In effect, this systems operates entirely online. An email is sent to the device containing a URL (this can alsoo be entered by hand) and the device will connect via Mobile Safari and the telephone to start internal checks and sends the result of it to the Apple servers to which the service centres are connected.

The diagnostic system submits the Unique Device Identifier (UDID), device name, battery health and charging information, installed iOS version, and data on improper hangs and shutdowns.

As noted by AppleInsider, this tool sounds essentially identical to the existing iosdiags.apple.com site, which has been used for some time by Apple retail stores to wirelessly gather system information.

Currently, the Web application only works with an employee Apple ID and is not connected to an iTunes account. The data culled from the service reportedly provides an Apple Genius with the same information they would obtain plugging in an iPhone at the Genius Bar with a USB cable.

The system was said to have been put in place to make it easier to conduct mobile appointments away from the Genius Bar, in an effort to make it less crowded, AppleInsider was told. Using this tool in-store allows an employee to access diagnostic information wirelessly and quickly.

That iOS diagnostic functionality has been around for quite some time, first appearing as an OS X application for Geniuses known as Behavior Scan and used to read diagnostic information from devices connected via USB. That functionality later made its way to iOS in the form of the hidden iOS Diagnostics application, documented in our forums a year ago.

One of our retail contacts has told us that the iOS Diagnostics feature is currently not widely used in retail stores, as it is generally faster and easier to simply plug the device in at the Genius Bar. But it appears that Apple may finally be preparing to officially expand the remote diagnostics to allow users to take advantage of it upon direction from an Apple support agent. The expansion would offer a new method for remote support staff to receive information directly from a device rather than relying on the user to accurately track down and report the relevant details.

Apple has just begun offering refurbished iPad 2 units in its online store, opening the way for modest price savings on available models. Discounts currently come in at only $50 off of pricing for brand-new units, and no low-end units are currently available.

Models currently available in the U.S. online store include:

- 64 GB Wi-Fi: both colors ($649)
- 32 GB Wi-Fi + 3G: all four carrier/color combinations ($679)
- 64 GB Wi-Fi + 3G: all four carrier/color combinations ($779)

All refurbished iPads carry the same return and warranty policies as brand-new units, and also include new batteries and outer shells. All other components are cleaned and tested during the refurbishing process, with defective parts obviously being replaced. Current stocks are listed as shipping in 1-3 business days.

Apple has been offering refurbished original iPad models at its lowest prices ever, with the 16 GB Wi-Fi model coming in at $299. Availability of the low-end models has been scarce, however, as stock has been quickly depleted by customers taking advantage of the deep discounts.

Bloomberg reports that the U.S. government filed a complaint today seeking a court order to block AT&T's acquisition of T-Mobile. Antitrust concerns are at the heart of the complaint:

AT&T’s elimination of T-Mobile as an independent, low- priced rival would remove a significant competitive force from the market.

AT&T first announced its intent to acquire T-Mobile in March, stating that the merger would increase the company's network quality and expand the reach of its LTE capabilities.

AT&T was the only carrier offering the iPhone in the U.S. from its release in 2007 until its exclusive agreement ended earlier this year when Verizon began offering the iPhone 4 in February.

Although T-Mobile has never been an official iPhone carrier in the U.S., the company claimed that over one million iPhones were running on its network earlier this summer. Just last week there were reports that T-Mobile USA would begin offering the iPhone 5 at its release, which is widely expected in October.

Several MacRumors readers have forwarded us a "member only" email from Ideal-case.com claiming to show the antenna band for what would seem to be the "iPhone 4S" based on the current iPhone 4 design. While the antenna band was partially visible in a casing leak from last week, the new photos show direct comparisons between the new antenna band and both the GSM and CDMA iPhone 4 bands.

The iPhone 4S antenna band is essentially a hybrid of the two earlier designs, showing the same four breaks as the CDMA iPhone 4 but with a SIM-card slot as in the GSM iPhone 4. In the photos, the GSM iPhone 4 antenna band is on top (labeled "4G"), the iPhone 4S antenna band is in the middle (labeled "5G or 4GS"), and the CDMA iPhone 4 is on the bottom (labeled "CDMA").

Interestingly, this is not the first time this particular design for the antenna band has surfaced, as a similar part appeared as long ago as early January, before the CDMA iPhone 4 had even been unveiled. That part was the first to show the shift in the antenna breaks that also necessitated a slight shift in the position of the mute switch on the CDMA iPhone 4, but also contained a SIM-card slot.

A number of parts appearing very similar to their iPhone 4 counterparts have surfaced in recent weeks, with the suggestion being that these could for a low-end "iPhone 4S" model being developed by Apple. The company has also been rumored to be developing a more significantly updated iPhone 5 offering a thinner design, although little has been seen of this design beyond third-party cases based on a claimed leaked design document.

CNet reports that Apple has finally contacted Carl Frega about a prototype laptop that he had put on sale earlier this month. The laptop appeared for sale on eBay where it received bids upwards of $70,000 before it was pulled at the request of Apple.

The 2007-era MacBook Pro featured a Magsafe Antenna and SIM slot that suggested it was an early prototype of a 3G-capable Apple laptop. CNet reports that Frega was contacted by Apple this afternoon to have someone pick it up.

It seems the laptop had a strange journey before ending up in Frega's hands. He originally picked up the machine off someone on Craigslist. He repaired the machine and tried selling it again on Craigslist. The new owner brought the machine to an Apple Store Genius Bar, where the machine was opened and determined to have non-standard parts. The repair invoice describes the reason they refused repair.

Opened machine to observe that nearly every internal part was 3rd party; main logic board, optical drive, display, hard drive, top case, and others. Machine number (W8707003Y53) is also not recognized as a valid number.
Proposed Resolution: Denied services; machine has been modified by unauthorized providers beyond repair."

As a result of these "3rd party" parts, Apple's store refused service. That second buyer took Frega to small claims court thinking the machine was a fake, after which Frega had to accept the machine back and refund the money. It was only after that that Frega tried to sell the laptop on eBay.

Due to the publicity surrounding the eBay sale, Apple has contacted Frega and asked to set up a time to pick up the machine. No word on when it is expected to be returned to Apple.

Yesterday, we reported that the developer beta of Apple's iTunes Match appeared to show options for both streaming and downloading content from the cloud to a user's device. But some questions have arisen about just how the service functions, as a new report from AllThingsD shares word from an Apple spokesperson that the service is not actually a streaming one.

While a video making the rounds today makes it seem as if Apple’s upcoming iTunes Match service will stream music from Apple’s servers to a user’s device, that’s not the case. An Apple spokesperson confirms that any music you want to access from your cloud-based “locker” will still need to be stored on your iPad, or iPhone, or whatever device you’re using to listen to the song.

The difference appears to be one of semantics, however, with Apple's claims of the service requiring tracks to be downloaded actually related to local caching of streamed tracks.

Traditional streaming services maintain constant connections, buffering only a small amount of the currently-playing track at any given time. Apple's streaming solution appears to download each track in its entirety once streaming begins. Upon tapping on the track to begin playing without initiating the full iCloud download process, the track begins playing immediately just as with other streaming services. But in reality, the full track appears to be downloaded to a local cache on the user's device, allowing for fast access to any portion of the track.

Once the track has been fully played, it remains available in that cache and can be re-accessed without needing to re-stream, but it is not considered permanently downloaded and is not counted as being in the device's music library. A video from Jeff of iDownloadBlog demonstrates a streamed track being replayed after the device is put into Airplane Mode.

As shown in the video, switching away from the cached track while in Airplane Mode appears to empty the cache, and the device is unable to replay the track if the user returns to it.

The result is a service that acts just like a traditional streaming service, but one which may provide a better experience for users, especially in areas of unstable network coverage for those on the go. As noted by AllThingsD, the reason for Apple's implementation appears to not be due to any lack of a license for full-fledged streaming.

Instead, says music executive X, this is a philosophical/design issue on Apple’s part.

Part of it is that Apple doesn’t trust the current telecom ecosystem to handle on-demand streaming of library files every time someone wants to use them — look how much trouble AT&T has had with the iPhone to date. But the other part is that Apple wants its users to think of entertainment as something they consume on Apple device — as opposed to the Google and Amazon approach, which lets consumers grab anything they want on any device with a browser.

Apple has officially remained vague about just how the service works, but it certainly appears that the company has employed a streaming service with expanded caching capabilities allowing for storage of an entire track. Users also have the option to download tracks directly by tapping on the iCloud icon associated with each track.

Thanks to @insanely_great for assistance and clarification.

Update: This YouTube video walks through the streaming vs not streaming debate.

CNN reports on details of Apple's anti-counterfeiting efforts centered in China, noting that the company has had difficulty winning the cooperation of Chinese authorities to investigate and shut down those responsible for the fake Apple products. The details were revealed in documents from U.S. diplomatic cables published by WikiLeaks last week.

The technology giant eventually organized a team in March 2008 to curtail the explosion of knockoff iPods and iPhones, according to an electronic memo from the Beijing embassy dated September 2008.

Yet, three years after Apple moved to crack down on widespread counterfeiting and put pressure on China, progress has been slow. Gadget piracy isn't a high priority for the Chinese government, the U.S. reports and experts say.

The reports note that Apple's efforts have been led by vice president for global security John Theriault, a former FBI special agent and Pfizer vice president who was hired by Apple after he led a campaign against production of counterfeit prescription drugs. Theriault was joined at Apple by his Pfizer associate Don Shruhan, who now serves as a director with Apple's security team in Hong Kong.

Despite putting the anti-counterfeiting task force together, Apple has had only limited success as Chinese authorities have been reluctant to respond to Apple's requests for assistance. Apple has tried to convince authorities to take a more active role by citing the potential dangers of exploding batteries in counterfeit products and the loss of tax revenue associated with the knockoff products, but Chinese authorities have cited their own reasons for not pursuing the claims.

The arguments weren't very effective. China's government declined to investigate a facility in March 2009 that was manufacturing imitation Apple laptops because it threatened local jobs, says a cable dated April 2009. A different arm of China's government scrapped plans for a raid on an electronics mall in the Guangdong province because it could have driven away shoppers, the cable says.

Last month, several counterfeit Apple retail stores in China gained significant publicity after being highlighted by a popular blog. Two of those stores were closed over permit issues, but dozens more stores have since been discovered. Apple has also sought to crack down on knockoff products in the United States, having recently filed suit against a pair of businesses in New York City selling such goods.

Steve Jobs has been famous for his willingness to interact with customers via email, issuing terse and sometimes surprisingly candid answers to users' questions and complaints on occasion. With Tim Cook now officially taking the reins at Apple, some have questioned whether he has any interest in similar interactions with customers.

Cook has clearly been flooded with emails over the past few days, many of which have offered him congratulations on his new position. Notably, Cook does seem to be taking the time to respond to those emails, suggesting that he may indeed be interested in personal communication with Apple customers. Most of the responses so far seem to have been of a simple nature thanking the senders, although some have included a bit more detail relevant to the senders' content.

One example given in a comment thread on an article at iDownloadBlog comes from a customer who mentioned that he used Apple products to communicate with his family from Iraq, to which Cook responded thanking him for his military service. Another example comes via an Auburn University fan, who connected with Cook, an Auburn graduate and devoted fan himself, over the school. Cook included in his reply a mention of Auburn's famous "War Eagle" battle cry.

Apple has historically paid close attention to emails sent to Jobs, and will likely continue to do so with Cook. One example of Apple's tracking of executive email contacts has been provided to MacRumors, showing Apple's efforts to respond to early criticisms of its MobileMe service, which experienced a series of missteps at its mid-2008 rollout. According to an internal Apple presentation highlighting the status of MobileMe support issues in early 2009, Apple closely tracked on a day-by-day basis the 242 MobileMe complaint emails sent to Steve Jobs over the first six months of the service's history.

Apple support staff analyzed each of the 242 MobileMe-related emails sent to Jobs over that period, categorizing them by "root cause" in order to better understand where customer complaints were coming from.

Jobs of course remains as Chairman of Apple's board of directors, and his email address presumably will remain active. It is unknown, however, if he will continue to answer customer emails sent his way now that he has stepped down. Jobs does not appear to have answered many emails, if any, in recent months, and thus he may have already stepped away from that communication channel.

And while customers hoping that channels to the chief executive remain open under Cook may be heartened by his recent responses, it remains to be seen whether he will continue to engage with customers via email once the flood of congratulatory messages passes and the emails become more focused on questions and complaints.

Apple released a developer beta of the iTunes Match system this evening. The system is described by Apple as follows:

iTunes Match stores your complete music library in iCloud, allowing you to enjoy your collection anywhere, anytime, on any iPhone, iPad, iPod touch, or computer.

Insanely Great Mac provides this nice walkthrough video which shows you how the service works. It also shows that this is both a streaming and downloading service.

For the $25 yearly fee, iTunes Match will scan your existing iTunes music library and allow you to access it from any of your iTunes-linked Macs or iOS devices. Songs that already exist in Apple's iTunes music store will be streamed straight from Apple's master copy (at 256kbps bitrate) without a need to upload the songs yourself. Songs that don't exist in iTunes will be uploaded to iCloud. Either way, all your music (up to 25,000 songs) will be accessible from your various computers and iOS devices.

What wasn't clear before is the fact that music can be either streamed or downloaded locally to any of your computers or devices. While the video only shows the service on a Mac, we've confirmed it works the same way on iOS devices. So, essentially, you will have instant access to your entire music library from all of your Macs, iPhones, iPads, or iPod touches for only $25/year. This ability on your iOS devices means your music library won't need to take up valuable space on the device itself, as long as you have some sort of internet connection.

iTunes Match is expected to launch alongside iOS 5 this fall.

Update: Insanely Great Mac has now posted a video showing how it works on an iOS device:

iTunes Match was released to developers today in an email from Apple:

In the email, Apple notes that beta subscribers will receive an additional 3 months free with their $24.99 paid subscription to cover the beta plus the standard 12 months after launch.

Apple also advises customers to maintain a local backup of their iTunes library and any music they add to iCloud. "Apple will periodically reset your iCloud library during the beta and it is critical that you backup your music regularly. Some features and optimizations of iTunes Match will not be available during the beta."

iTunes Match will give users the same benefits for their downloaded and ripped music as those purchased from the iTunes Music Store, up to 25,000 songs, for $24.99/year.