Apple Customer Service

I have been very satisfied with both generations of iPhones to date. But when there is a problem I have been even more impressed with Apples customer service.

A few days ago I dropped my new 3G on the hard floor at work. I have dropped my iPhones (Previous and current) numerous times and the worst that has happened is a dent or a scratch. But this time the phone landed face down on the floor and shattered the glass like a windshield hit by a Mack truck.

So that somewhat impeded my ability to use the phone as glass shards in my face is not the most conducive way to conduct business.

I originally purchased my phone through an AT&T store but I called the local Apple store to talk to support about my options since I had not purchased Apple Care and had heard they were freshly stocked. So an appointment was made with their Genius Bar for the next day.

I arrive, bypass the still long line for the iPhone and get into my appointment earlier than anticipated. The associate was very helpful and he initially stated that there is normally a cost of $200 to replace the phone with this type of out of warranty damage. But as we wrapped up the exchange it turned out to be at zero cost result as he just performed a straight swap. His only advice was “just don’t let it happen again”.

So needless to say that was a $200 swing in my favor. Apple did not have to do that, I would have paid the $200 to swap my phone, but the fact that they were so accommodating and stood behind their product gives me a new sense of appreciation for Apple.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s