Apple continues to maintain some of the highest ratings in customer satisfaction, but a University of Michigan survey published in August revealed a four-percent drop in the company's score, down to 79 percent. The last instance of a slide in Apple scoring was 2001. Meanwhile, anecdotal complaints on websites including Apple's own support forums are said to be full of increasing vitriol, with some owners of Apple products swearing off the brand entirely due to bad service. The company has also experienced recent, high-profile technical issues, from "bricked" iPhones to repeated lockups of new iMacs. BusinessWeek contends that a part of the problem is Apple's "pristine" reputation, which is what draws many customers in. When it becomes evident that Apple is more fallible than media hype suggests, customers react angrily. It is long-term customers who may feel they have received enough from Apple to overlook occasional problems. COO Timothy Cook defends Apple's service reputation, claiming that internal analysis shows wait times have not changed in stores or on phone lines, and that customer satisfaction has actually gone up two to three percent since 2006. Calls in particular are said to be answered on a two-minute average, with issues solved the first time in over 90 percent of cases. Apple retail chief Ron Johnson notes that stores are hiring more personnel, in keeping with a remodeling strategy.