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

Apple

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?