Like the products, hate the company
It's a bit deja vu for me. I once was a Management Consultant and there too was the rather good and interesting work we did completely buried under the crap the company felt it had to expose customers to, up to and including fraudulent billing if they could get away with it.
No "here was your problem and this is how we fixed it", no, it had to be grand presentations involving people who were (a) not even remotely involved, (b) were clueless enough to run for president if it wasn't the UK, (c) were singularly sopophoric in their delivery and (d) would claim the credit because the things we did could only have happened with "great leadership" (ignoring the fact that things usually happened the moment we managed to get them out of the way, and requiring peculiar definitions of both the word "great" and "leadership"). Needless to say, this was all very transparent to the customer.
The result: good and sometimes excellent products (our work) pissed off customers regardless because they really liked us to do more, but were so put off by the constant added BS they eventually gave up. Oh, btw, no guessing who got the blame of the loss of contract..
I see the same with Apple. They are part of that very limited group of tech companies who use design in their products, and most of the time rather effectively (although the iPod/iPhone touch interface and OS handling is IMHO immature, and I switched back to another phone that worked for me). However, the achievements are then so OVERjealously protected that the irritation and lockdown exceeds the pain threshold of anyone actually using the product and abandon it eventually. Abandonment is really worst case, because you have then properly lost a customer for quite some time (something that MS has started to discover with Vista) - a customer so lost will do a lot to avoid going back and will tell friends to avoid the product/service as well.