Mike and I are kickin’ it in Denver this week for ISTE 2010. We will be blogging and tweeting all week here but I wanted to share a brief experience that I believe is a model of how a company keeps it customers.
I usually purchase a summer tech toy, something that I can play with during downtimes. This summer, my wife and I decided that we would spend some quality time reconsidering our media consumption devices. We have decided to dump cable for good and good with a mix of different technologies to use with our flat panel television. Although one device won’t serve all of our needs, we decided to go with an Apple TV and eventually purchase the much-delayed Boxee box when it is available this winter.
So, I pulled the trigger on the Apple TV. I decided to go refurbished, based on positive experiences I have had using refurbished equipments from OEM. It saved be 50 bucks, well worth it.
It arrived last week and I plugged it in, and fired it up.
Slick interface. Great connection to my media library in iTunes. Easy rental of films. All-in-all, a great experience for under $200 bucks.
There are just three problems:
1.) There seems to be something wrong with the menu system. I choose items (like music, for example) and get a response only after 15-20 seconds of pausing.
2.) Every third video won’t start right away and would then start 3-4 minutes later.
3.) It ate two complete seasons of two TV shows I purchased on it.
I called Apple support and eventually scheduled a call. I don’t want to go into details, but the call was lackluster. The Apple tech didn’t understand the problem and actually accused me of deleting my own content. What sealed the deal was the it began to randomly reset while we were sitting on the phone. The Apple tech then agreed that I should send it in for a replacement, and then I remembered that I would be going to a city with an Apple store.
The Apple store experience? Awesome.
I made an appointment online with no waiting when I journeyed to the store.
I waited less then 10 minutes once I arrived.
The Apple Genius scanned the serial number and was able to see everything I had already complained about to the Apple tech online.
He didn’t have any refurbished in stock, so he took a new one off the shelf and handed it to me.
The entire transaction took 20 minutes.
I would have been more than happy to take another refurb (after all, that’s what I paid for) and I would have been happy to have something shipped to me. As it turns out, Apple went above and beyond that.
That is service.
Dell? Take note.
That is all…
June 26th, 2010 | Category: apple | Comments (4)