Apple: Customer Service Matters

A couple of weeks ago I noticed a crack had developed from the rear corner of the dock connector port on my black iPhone 3G running up the back for about an inch.

The crack did not affect the operation of the phone but it was sure bugging me every time I looked at it.

I looked around on the net and found that the white 3G iPhones were showing cracks like mine either at the dock connector or headphone socket so I thought, hey I’ll take it to the Genius Bar at the local Apple Store (Chatswood) and see if they can help me.

I made an appointment and turned up on time earlier today. The “Genius” asked me a few questions and gave the phone a good look over, presumably looking for signs of rough handling. He then told me he will replace it for me at no cost.

I was once again blown away with the slick, professional an painless nature of the service…

I had a similar experience a few months back when I took my 17″ MBP in for a battery replacement.

Service matters every bit as much as product quality and if I have to pay a premium to be treated like a valuable customer then I’ll do it..

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2 Responses to Apple: Customer Service Matters

  1. Marc Edwards says:

    Great to hear it worked out well! Lucky we have real Apple stores in Aus now.

    I haven’t had any issues with Apple retails (the non-Apple variety), but I doubt they’ve have the ability or authority to do a straight swap like that.


  2. Simon Dolbee says:

    just bought an iPhone 3G for my mom as a birthday present. she is very happy about her new iPhone.. –

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