Brilliant Apple support sets a new high-water mark
Posted by Michael Walsh (Check me out!) on October 16th, 2007
Tagged as: Asides
I’m not one to hide my feelings. When I’m angry you can see it a mile off (my wife 2) and when I’m happy I breathe an infectious enthusiasm for the most trivial of things that’s almost annoying. You’ll be relieved to know that by nature, I’m more happy than I am angry 
Yeah, I’m a touchy-feely sort of guy at heart, which is why I’m a copywriter and not a sheet metal worker, although I suspect even they have their moments.
I’m also not one to rant over other people’s shortcomings as if planting a flag for consumer rights every time something goes wrong with something I’ve bought, seen or had to do with professionally or personally. To quote Massive Attack: the big wheel keeps on turning, and I’m more than happy to look after my own, slightly smaller one thank-you very much.
However, there are moments when all this talk of principles and morals falls flat on its face and you let loose with something wholly unexpected. I’ve had notable negative explosions, I think the most memorable public one was my criticism of ShinyShiny’s treatment of Acer.
I’ve also stated publicly (although I don’t remember where) that I’m thoroughly impressed with Dell’s telephone support service. Yes, I have a Dell and when it went wrong they were simply amazing on the phone.
Now it’s time for me to compliment someone I never really thought I would. Apple.
Back on the 6th September, I ordered the 16GB iPod Touch complete with personalized inscription as a present to myself for my new son. The day before he was born, it arrived. Perfect timing. I immediately loaded it up, registered it, transfered a bunch of stuff over and took it out to show it off (well wouldn’t you?). Took it home and spent the evening with it hooked up to the hi-fi and had guests over for dinner. All very impressive.
The next day I slipped out to charge it up again. Connected it to my PC and BOOM! It all went dark. I have no idea what shorted, but not only did the iPod die, it also became incandescent for the next 4-5 hours - in fact I had it in my pocket when we went to hospital as I wasn’t sure if the thing was going to explode and burn the house/car down!
On Monday I contacted Apple support. They pointed my to the nearest Apple Authorised Service Provider who congratulated me as I was quite possibly the first person in Italy (Europe?) to have returned his iPod Touch. Anyway, they took it in and said they’d be in touch. Fast forward one week and a brand new iPod Touch just arrived in the post, complete with original inscription. No questions asked.
I understand all your arguments in defence of the poor old consumer, and that, yes, it was the least old Steve could do, but I think they went the extra mile to keep me a happy customer, and deserve the genuine thanks I’m giving them. Oh, and yes, it’s one hell of a product.
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