Live In The Nautical

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Amazing Customer Service: Apple

Amazing Customer Service: Apple

“Innovation has nothing to do with how many R & D dollars you have. When Apple came up with the Mac, IBM was spending at least 100 times more on R & D. It’s not about money. It’s about the people you have, how you’re led, and how much you get it.” ~ Steve Jobs


I promise you this will be the last post about Svetlana, until she A.) really kicks the bucket and/or B.) I get a new laptop, which is sooner rather then later. But first, I have to expound on the incredible customer service Apple has.

I know there has been controversy about Apple lately. I found myself in the Fall lamenting about them and their ridiculous all to frequent updates, which at the time screwed up my phone. But all was forgotten last week.

Svetlana Saga

For the quick summarization that has been the soap opera of my laptop, when I flew back to NH for the holidays Svetlana decided to temporarily kick the bucket. My Dad’s IT guy had it for over ten days, put it in a new hard drive, and sent it back. It was running okay, not like the superstar she once was, but hey we all age. Then not even a week being back in the city the gray screen of doom appeared.

I attempted to trouble shoot, without any success so I made an appointment at the Fifth Avenue Apple store.


I had been there four years earlier, when the blue screen of doom had appeared. At the time I had not learned my lesson and had nothing backed up. They attempted for six hours to help me recover my data to no avail, before I cried uncle and let them erase it all and start a new.

They were the unsung heroes the last time, and this time was no different.

Customer Service

The Fifth Avenue store is under construction (maybe something having to do with the glass that got cracked during a snowstorm two years ago?) and is actually in the space FAO Schwarz use to occupy. (RIP FAO)

Being Type A, I was there fifteen minutes early to check in with the technician. I only waited five minutes, before someone came to help, and lord was he my savior! (he was easy on the eyes too. Seriously Apple takes geek chic to a whole new level) He wasn’t just knowledgable, but also friendly and could have been my therapist the way he talked me down.

We are talking about my WHOLE life right there!

He quickly assessed the situation and told me his thoughts, which the issue was a faulty cable. While he couldn’t confirm that it would fix the issue, he also was not doom and gloom and was willing to do what he could in order to save my baby.

Not only that, but while it usually takes three to five days to fix it, he told me he would try to get it done by Wednesday, Thursday at the absolute latest.

Guys, at almost ten o’ clock tuesday night I got a notification that it was done.

Reunited and it feels so good! 

Despite the shit show that Wednesday was, I didn’t even have to wait five minutes when I went to pick it up. They brought it right out and the tech even looked at it with me to make sure everything was running smoothly.


While it is preparing for retirement, I am happy to have it back and once again impressed with Apple’s incredible customer service. They train their techs to know the products inside and out and are always willing to work with the customer. Whatever else they may do wrong, they do THAT right and that is one of the most important qualities a company can have.

Do you have Apple products? What do you think of them? What is a company that you love that has great customer service?

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K.M. Sutton

I am a country girl living on the Upper East Side of the concrete jungle. My friends call me a modern day Renaissance woman. I have dabbled in a little bit of everything, from being a yoga instructor to holistic chef, to skating coach, to glorified nanny, to student. I am a self admitted coffee junkie. A wannabe mermaid. A wanderluster who dreams of other countries. A fashionista who really does need a bigger bank account. But most important of all, I dream of living in a bungalow by the ocean and being a published writer (in style of course) sipping coffee in the morning and a martini in the evening. I love to meet my readers, so feel free to comment or email me. Happy reading!

12 thoughts on “Amazing Customer Service: Apple

    1. Hehe actually I didn’t but I am glad to see your following skating; p As a Russian major, my friend and I were going about our writing muses and she said mine would be Russian. One thing led to another and thus Svetlana was born. Lol. <3

  1. Aaw glad they were helpful! I haven’t got any Apple items other then my iPod which I use in the gym. I was thinking I need a tablet or easy portable device for stuff as I give my work laptop back soon x

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