Excellent customer service

messiah

A week ago (last Friday) I approached my local AppleCentre with my iPod which wasn't retaining it's battery charge. The AppleCentre explained that whilst they would normally arrange for the repair of all Apple products, they had been instructed that iPod customers should contact Apple, as Apple was wanting to handle the problem directly.



I visited the suggested URL, and on Monday morning the faulty unit was collected and shipped to The Netherlands.



According to the DHL website, the faulty unit arrived in The Netherlands 8.30AM, Tuesday.



I sat back and waited on the faulty unit to slowly make its way through the system. Imagine my delight, when on Wednesday morning, DHL turned up with a brand new iPod for me! Same model I sent away - the original 5GB version - but brand new. It still had its "Don't Steal Music" wrapper attached.



Fantastic customer service! I for one am a very happy Apple customer! This level of service is very rare nowadays?



Thank you, Apple.

ghost_user_name

It makes sense. The iPod is the only product that Windows users come in contact with. You see we are used to shitty service and just say "well thats Apple" while winusers haven´t been trined like us

fran441

I really can't insult Apple's service as I'm typing on my new 1 GHz TiBook.



But even getting this beautiful new machine was way more challenging then it should have been.

scott

So it showed up huh? Check realy was in the mail

jonniboy

I have a recent experience of Apple customer service too. I ordered an iMic from Finnish AppleStore and it came to my door in three days (by airmail from Ireland). However, the iMic was busted, the lid was cracked in a nasty way. I tried the thing and it worked just fine nevertheless.



Well I didn't want to stick with the ugly broken one so I called the Applestrore number listed on the Finnish site in Finnish language and was a bit surprised to realize that my call went straight to Ireland or UK and the person in the other end sure as hell did not speak any Finnish. Luckily I know my English so no problem there, but I'm just feeling sad for that 50 year old family guy that orders something for their kids and for some reason has to contact AppleStore. Nowhere is it mentioned that you need to speak english in order to get your business done (ok, I admit it, they probably have someone to reply you in finnish if you communicate by e-mail, but in problem situations it's many times difficult to solve it by e-mail)



So that was the minus point that I have to give to Apple customer service. The excellence comes into play by the fact that after talking awhile with the guy in the Applestore's end, they just decided to send me a new iMic and I didn't even have to send the broken one back. So now I've got two working iMics, the other one being much uglier with no extra charge or packaging and posting and whatnot.



I couldn't be any happier, the way things turned out in the end.



-JB

ghost_user_name

Sooo. Do you really need that second iMic?

overhope

I had similar joy with my iPod: it, acquired a pretty terminal hard drive fault (which may or may not have been related to me dropping it on the floor), so I wandered over the relevant URL and banged in the details.



Now, I bought mine the day they were released here in the UK, and I was pretty sure that, by the timie of the failure it was over a year old, but no, Applecare pops back saying it's in warranty, and a box duly turned up a couple of days later.



Now, I was due to go on holiday and getting a bit antsy (don't these things always happen at the most inconvenient time?), so phoned a nice lady in Dublin to see what the state of play was, since the online tracker doesn't go into too much detail. She phoned the Netherlands, who immediately told her that, yes, they'd analysed it and were waiting for new stocks to send out, which will be about a week.



Okay, I said, send it to this other address (four weeks with no music, do you know how much that can hurt?), but when I got back again, one shiny new (or refurbed, how can you tell?) 5-Gigger sitting waiting for me.



It now lives in a case.



The best of it is, despite scary indications of a huge charge for a repair, it was totally free... gotta love that Apple.

jonniboy

[quote]Originally posted by Anders the White:

<strong>Sooo. Do you really need that second iMic?</strong><hr></blockquote>



Nope, really don't need it and actually was a bit surprised why they didn't want the broken one back. But of course I would not accept a broken product, even if the damage was just on the outside. It was pretty badly in pieces even if it did still function (the lid was in to pieces, just barely hanging there)



But the point was: great (almost too great) customer service.



-JB

ghost_user_name

Weeell my point was that if you don´t need/want it perhaps someone else could use it (hint hint )

jonniboy

[quote]Originally posted by Anders the White:

<strong>Weeell my point was that if you don´t need/want it perhaps someone else could use it (hint hint )</strong><hr></blockquote>



I could of course always sell it for ALMOST nothing...



Heck, I really feel that with over 60 euro I paid for it alltogether should infact get me 2 iMics



Maybe I'll attach them both and be able to record two lines simultaneously.. yeah, like that's gonna work.



-JB