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.