OK, yes I’ve become a Apple Fan-boy but it’s only because they continue to exceed my expectations. This week is no exception. They have gone way beyond my wildest dreams when it comes to making things right!
I just had the company purchase me a new iMac 24 inch, 2.8 GHz a few weeks ago. I got it all configured as I wanted but when it was delivered to me I had some hard drive issues. I purchased Disk Warrior and for the most part I was able to get the drive fixed. However there was some Graphic card issues where the computer would lock up after a few hours of heavy GPU usage. This was really starting to get on my nerves because I purchased 4 macs over the years I’d never experienced these issues ever before. (I still have my G5 from 2003 and its been my work horse, but that is why I got the iMac to finally replace it).
We’ll I was going to wait and see if the next build of OS X 10.5.3 would fix some of the issues. However, on Monday I get an email from Apple telling me about their great new iMacs! Damn it! I just purchased a new iMac, and I’m having issues with it and to rub it in my face they release a new one with a ton of upgrades and it’s only $80 more.
So now I’m really upset! So I decided to call Apple Care and to see if they can do something about this iMac that’s not running as good as it should. I’m expecting that I’m going to have a fight on my hands.
Ahh…..nope! I call Apple Care and I actually get a person in less than 1 minute! (At its 1pm PST) I can’t tell you the last time I got anyone at Dell in under 30 minutes! I tell the rep the problem I’m having and she tells me “no problem! Let’s see if we can get this resolved for you”. She puts me on hold for a few minutes and comes back on the phone and tells me that she’s going to redirect my call to the sales department and they will get me a full refund. So I talk to them and they tell me they are going to email me a fedex return code and when they receive the computer back I will get a full refund!
So that’s not even the best part. I get the FedEx return code and I’m able to print out the label so that FedEx can come pick up the defective computer. I then get another email from Apple with a $50 coupon off my next purchase! WOW! I never even asked for that and they they sent this to me for my problems. Then around 8:00 at night I get a call from Apple (It went to voicemail)! Holy Crap! When have you ever had Dell call you back? She tells me she wants to make this right. She gives me a direct number to call them in the morning and to see if they can get me a new computer.
I call her back but it goes to voice mail. I leave my message. 2 hours later I get a call back from her and she offers to exchange the bad iMac that I’m sending back for a brand new one and they will wave the $80 difference. She also tells me that I can still use my coupon later for anything I want from Apple!
Because the old Mac was already being sent back via FedEx, she immediately released the new iMac and changed the delivery from ground to over night and it will be here tomorrow! (Which she did not have to do either!)
Apple fan or not, this is the BEST customer service I’ve EVER encountered!
If you’ve not joined the Apple family, and if this does not convince you why you should, nothing will!
This is one of many reasons I made the switch a few years ago and this is why I’m an Apple user for life!!
4 comments ↓
Well, let’s see, you are having multiple issues with an iMac you just purchased a few weeks ago. Hoorray! Way to go Apple. Let’s wait and see what happens with the new one..
(this actually goes to show yet again that it doesn’t really matter if you, as a company, deliver shitty products…. all that really matters is whether you are able to deliver a ‘good feel’ to your customers, which is realized by close contact only… the actual product is secondary)
I have had very few problems with any Apple product–most of the computer problems were bad Hard Drives made by major manufacturers like Western Digital and Maxtor. Apple has always been good about replacing those.
My most recent experience was quite amazing. My iPhone developed a weird haze on the a corner of the display. I decided to ask the “Genius” if there’s anything I can do about it. He opened a drawer, pulled out a brand-new replacement iPhone, swapped my SIM card, activated the phone and handed it to me–no questions asked (other than, “have you synced your phone recently?”). Amazing level of service I’ve never experienced from any electronics dealer! I made the comment, “you guys are the Nordstrom of consumer electronics.” I think I hit it right on the nose.
And Jimmy Soho, they don’t deliver shitty products–Consumer Reports continually lists them as the most reliable computers on the market.
@Jimmy
I got a lemon and they took care of it. I’ve purchased several computers online over the years and a couple of time I received DOA bricks . It would be weeks before it was resolved. When the new computer was replaced it worked just as I expected it. It’
s not about the product so much more about customer service.
I actually got the computer the next day before 10:30 AM! Now that is just un heard of!
Thanks for the Comment!
@Paul
Trying doing that at a Verizon or sprint store
They would have given you a refrubished phone that may not even be the same phone you bought!
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