An Example of Great Customer Service!

In these days of poor to lousy customer service, I need to share this example that was beyond my expectations. Since I intend to link this site in an email to AppleCare I will be recording some details so that they might locate the great tech specialists that helped me.

On Thursday, November 11th, at around 1:30PM, here in Pittsburgh, Pa (EST), I called AppleCare for help with my home wireless network. The call was answered by an automated system that was extremely useful. After specifying the kind of call I was making and the product involved, the voice reminded me that having the serial number would be necessary. Sure nice to know that up front. Then I was told that the wait would be 2 minutes, which was accurate. Pat answered, introduced herself, and began troubleshooting. Each time that Pat had to go for help, she told me that she would be gone about 4 minutes. I don't know whether she was back on time, but it seemed about right. Certainly, it didn't seem excessive since I was warned.

The third time that she had to go for help, Pat told me that when she came back, again in about 4 minutes, she would continue to work with me, or transfer me to a Product Specialist, a higher level of technical expertise. While I was waiting this time, the phone connection was interrupted. Since it was now about 2:05PM and I had to get ready for work, I decided not to make a follow up call. Guess what? The phone rang and caller ID showed a number from Texas so I answered. It was Pat calling me back. She ask if I hung up or got disconnected, gave me a Case #54795216 so I could call back and get that tech specialist.
I told Pat that I would have to call back and she ask whether the call met my expectations. I told her that when she called back, she exceeded my expectations. I did get my problem fixed on Sunday after a 1 hour call with Carey. He carried on the excellent experience. I told them both that they were the reason that I will be staying a MacAddict. Apple says that It's support is award winning. I don't know what award, but it sure gets mine.

A new favorite James Hillman quote

I only subscribe to two magazines right now. One is The Sun and it's November issued arrived yesterday. There is a Sunbeams quotation page at the end of each issue to which I turn immediately. This month it contains a James Hillman quotation. I usually find any I find to be insightful.

"For a relationship to stay alive, love alone is not enough. Without imagination, love stales into sentiment, duty, boredom. Relationships fail not because we have stopped loving but because we first stop imagining." James Hillman

The Sun Magazine Link