[ale] I'm confused

[Jerald Sheets]

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So, I have a son that works for Apple.  One of the in-town stores; you may have been helped by him at some point.  (sort of explains some of my fan-ism)

He tells what stories he can about training and the internal culture of this company toward company service is unbelievable.  It's nearly (but not quite) an "at all costs please the customer" sort of atmosphere.  These guys don't work on commission, making the sales process a much more pleasant one too.  

My personal experience is back in the Powerbook days.  For whatever reason, I bought a real barker.  Some sort of way this thing had a demon that would not release it.

I had AppleCare on it (I buy it for ALL by iDevices) and the following is a list of what was replaced for free:  

Screen
Main Logic Board
Keyboard
Keyboard top case
backlights
bottom chassis
front latch (twice) 
Superdrive 

Now before you ask the obvious question: most of this started after my first year was up, so replacement was not as much an option as it would've been, say, 30 days after purchase.

Each and every time, complete customer satisfaction.  (and I'm a picky cuss)

It's sort of why I used to buy Saturn cars.  You walk in the door and say "I like the red one".  You drive it, and say "sure, I'll buy it".  Your answer is "it costs this much, please pay at the window", and you're pretty much done with the entire experience.  No fuss, no haggle, no nonsense.

I find a similar experience through the Applecare process, but also in the way these guys are trained to make you happy.  You can't beat it.

There's time and time again anecdotes of stores just replacing things out of warranty *regardless* of how the person obtained it.  It''s all about the customer's experience, and it's all about creating a culture of customer service that can't be topped.

I've been impressed at the little I've been able to see "from the outside" so far.

- --j



On Nov 19, 2010, at 10:00 PM, Chris Fowler wrote:

> On Fri, 2010-11-19 at 21:19 -0500, Michael Potter wrote:
>> 
>> With the premium they charge they can afford to give better service.
>> 
>> 
> 
> Yes.  A friend had an iTouch that would not keep updated time.  He took
> it to the store to try and find out why and they updated it for him to
> 4.1.  It was out of warranty.
> 
> The update is free, even to i* that is out of warranty, but it was
> decent of them to do it for him.  He was having problems at home doing
> it him self.  
> 
> It is easier to catch flies with honey than with vinegar.
> 
> 
> 
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#!/jerald
Linux User #183003
Ubuntu User #32648

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