Apple Customer Service Excellence
How often do you hear a story like this regarding a customer service department of a technical company?
Friday Afternoon: After spending a fully day troubleshooting my network connection (it is slightly more complicated than the average home network) I attribute my periodic network failures to my Apple Airport Express base station. Bottom line is that it is loosing its DHCP lease every five minutes and it takes a minute or so to reacquire. I research the problem on Google, Apple’s Support pages, and Apple’s Discussion Forums. I can’t find anyone with a similar problem. I follow the procedures in Apple’s Support documents to perform a factory reset on the Airport Express and the same problems are evident. I even plugin my old graphite base station in its place to isolate the problem… the graphite base station works fine.
Friday, 5:45 PM I call Apple Support. Within three minutes I’m talking to a live human. English is his native language so I don’t need him to repeat everything that he says. I explain the problem. He asks me to perform a factory rest and I describe to him the exact procedures I took troubleshooting the issue. He concludes that I know what I’m talking about and says he is sending out another unit at no charge and it will be at my home in about seven business days. I’ll just need to send back my defective unit and Apple will pay for the return postage.
Beautiful. Why can’t all companies be that efficient?
Monday, 10:30 AM Apple says it will be seven business days before the replacement arrives… well, it has been a total of 2.5 business hours and the replacement arrived. It is installed and working properly. I even remembered I could export the profile from my old unit and upload it to the new unit so configuration was unnecessary.
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June 28th, 2005 at 6:23 pm
That’s just insane (in a good way).
I had a similar positive customer service experience with Apple. I called them *the day after Tiger was released*, and within minutes, I was speaking to a live, brilliant, native English-speaking engineer (whom alsao had a fantastic sense of humor).
The staff at my two local Apple stores are also simply fantastic.
Surely gives customers the warm and fuzzies - even highly geeky ones
June 28th, 2005 at 6:27 pm
Oops…there is a third local store;
Been there many, many times.
I forgot to mention the the huge Apple store at the biggest mall in the US. The folks there also deserve plugs