Pretty Pink Pod
There are so many examples of bad customer service in this world, that I feel compelled to share a story of great customer service...
Three weeks ago while on vacation, I had my ipod plugged in over night and it never took a full charge. In fact, it didn't charge at all. So all the way home, I had no ipod and I was freaking out about what was wrong with it.
I contemplated all the worst case scenarios...paying for a new battery, buying a replacement, etc. And I knew I had it more than a year and assumed it was no longer under warranty. A week or so later, I finally bring it to the Apple store on Long Island (I couldn't bare to deal with the Soho Apple store). Before I left for the store I plugged the serial number into the Apple web site and to my pleasant surprise learned that I had indeed purchased the extended warranty. In fact, it all came back to me. Me standing on line thinking about all the times I would drop my cd player on the treadmill and after the salesman told me I had tech support, I was sold. This was probably the best purchase I ever made.
So, as I approach the "genius bar" at the Apple store I prepare myself for the worst. Will they send my ipod away to be fixed, would I have to pay money for it, etc. To my surprise, I had nothing to worry about. I explained to the guy that it wasn't charging, confirmed I had a protection plan and he told me he just had to "switch it out." He has a box and I am thinking, okay, my ipod is being sent away to be fixed. I ask how long it will take and he says, just a minute. Then I think, oh, maybe he just needs to put in a new battery. When he finally gets the box open, I realize that inside the box is a brand new hot pink Apple ipod exactly matching my own mini but without all the scratches.
At this point, the guy really thinks I am crazy. I say to him with a puzzled look on my face, "you mean, I get this one, for free, with no scratches?" And he says yes, that is why you have a protection plan. Yes, that is why I have a protection plan. And hopefully you do too!
Three weeks ago while on vacation, I had my ipod plugged in over night and it never took a full charge. In fact, it didn't charge at all. So all the way home, I had no ipod and I was freaking out about what was wrong with it.
I contemplated all the worst case scenarios...paying for a new battery, buying a replacement, etc. And I knew I had it more than a year and assumed it was no longer under warranty. A week or so later, I finally bring it to the Apple store on Long Island (I couldn't bare to deal with the Soho Apple store). Before I left for the store I plugged the serial number into the Apple web site and to my pleasant surprise learned that I had indeed purchased the extended warranty. In fact, it all came back to me. Me standing on line thinking about all the times I would drop my cd player on the treadmill and after the salesman told me I had tech support, I was sold. This was probably the best purchase I ever made.
So, as I approach the "genius bar" at the Apple store I prepare myself for the worst. Will they send my ipod away to be fixed, would I have to pay money for it, etc. To my surprise, I had nothing to worry about. I explained to the guy that it wasn't charging, confirmed I had a protection plan and he told me he just had to "switch it out." He has a box and I am thinking, okay, my ipod is being sent away to be fixed. I ask how long it will take and he says, just a minute. Then I think, oh, maybe he just needs to put in a new battery. When he finally gets the box open, I realize that inside the box is a brand new hot pink Apple ipod exactly matching my own mini but without all the scratches.
At this point, the guy really thinks I am crazy. I say to him with a puzzled look on my face, "you mean, I get this one, for free, with no scratches?" And he says yes, that is why you have a protection plan. Yes, that is why I have a protection plan. And hopefully you do too!
posted by Samara @ 2:43 AM
0 Comments:
Post a Comment
<< Home