Amazing Apple Customer Care: A true Success Story

This is a story about a boy, a broken Iphone4, a customer service representative, and the steps Apple has taken to ease the pain. I am the boy. The broken Iphone4 is just that; a phone that is powering off and on by itself at random intervals throughout the day. The customer service representative was a man I only spoke with for five minutes, and Apple is of course the company that is slowly learning to out service and out “care” other competitors.

The story starts with my beloved Iphone. I take this thing everywhere. It practically runs my life and I would not have it any other way. Going an hour without my Iphone is like walking around in public nude, I could do it…. I just don’t want to. However today something terrible has happened. My Iphone4 (3 months old) has randomly started to turn itself on and off without giving me any control of the situation. Phone conversations are dropped mid-way through. It is an extremely frustrating time.

What do I do?

Knowing that I purchased the “Apple Protection/Service Plan” and the phone was still under the normal warranty, I was not too upset with the phones new found problem. However, I still needed a phone for everyday life and every minute the phone was off was another pain in my heart. Slowly frustration, anxiety, and anger set in. Where was I going to go to fix this problem? Keep in mind I am about 2 hours away from the nearest Apple location. My first stop was to head into the local AT&T store.

After spending five minutes in the store, I was told that AT&T could do nothing for me. The Service lady Quote, “…Only people that want to touch anything Apple… is Apple!” This made me feel even more uncomfortable. It now was roughly 2pm on a Friday. A busy college student heading into work does not have time to deal with a phone and its problems.

Little did I know that this Friday was no ordinary day! I was going to step into the world of REAL customer service. If I had to write a letter to Apple it would be something like:


Dear Apple,

I called your customer support line today. The man was very nice to me… He asked me about my problem and I told him in best detail. Five minutes later I was off the phone and feeling good about it all. How was this so? How did I possibly go from complete frustration to happy in five minutes?

Turns out you are sending me a new phone? Overnight? This sounds great to me.

Dear Apple,

I called you at 2pm on Friday. You had a new phone delivered to my house the very next day at 10am. You gave me detailed instructions on how to program the phone, restore my old phone’s settings, ship the broken phone to you, and call it a done deal.

You have only proven why I am falling more and more in love with you every day.

Sincerely,

Brian M Wegemer


It is 12:17 on a school night. A 22 year old college student is up writing about his good experience with apple. They must be doing something right?


(Disclaimer: I feel bad for all the broken screens, and damage caused by the user of their Iphone.)