Apple’s Move Towards Customer Service
I took a trip to the local Apple Store today, with my roommate. The power button on the iPod in question was not working — so the iPod Touch could not be powered off. Upon arrival to the Apple Store, we had less than a five minute wait because we made an appointment online.
Despite all of the annoying customers, all of the Apple techs were happy and ready to help….
After looking at my roommate’s iPod, the Apple ‘Genius’, Girrard said that he had never seen an issue like this. Since the iPod was in great condition, Girrard offered to replace the iPod free of charge (warranty replacement). We first thought that the iPod was going to be replaced with a refurbished iPod touch.
To our surprise, Girrard gave us a completely new iPod touch. At least, that is what he told us. The iPod wasn’t in the generic box — it was definitely meant for a service replacement. We were told that the hard drive could potentially be refurbished. Not that there is anything wrong with a refurbished iPod — it seems to work perfectly well.
Since this was a new iPod, it had the January service upgrade on it (which my roommate did not have on her iPod previously). This means that she got five applications for free, and I had to pay $20 dollars for it. I think it is great that Apple replaced the iPod — but they really shouldn’t charge some people for the software, and give it to new customers for free. That is just plain wrong.
I wish Apple would give me my money back. However, I give kudos to Apple for showing great customer service. There was one customer who practically threw his iPhone on the counter explaining that it ‘did not work’. Obviously, the tech could see why — the man treated his expensive iPhone like a napkin. But the tech was still friendly and helpful, despite the attitude of the angry customer.
Justin
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Tags: Apple, customer service, iPod, iPod Touch
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