If you read my previous post, you know that my 4 month old Macbook Pro had an issue last week, and had to be sent in for repair. I explained to the tech on the phone that I needed the notebook returned to me by Friday Aug 4 so I would have it for WWDC. He explained it wouldn’t be an issue.
As Monday rolled around and I didn’t have my laptop back, I became worried. A few additional calls to the tech support line revealed on Wednesday that my repair was waiting on a part and would probably not be returned to me by Friday. I was not going to have a notebook with me for WWDC, which makes the experience kind of pointless.
In a fit of desperation, I fired off an email to Steve Jobs and Apple’s executive team, and detailed my problem. I was realistic in my request, and only asked that they do something to get my laptop back to me by Friday Aug 4. By the close of Wednesday, I hadn’t heard anything and resigned myself to plan B. I was going to have to buy a Macbook to have something during the trip, and when I returned, I would unload it on eBay and take whatever hit in price that I needed to.
Today I got a call from a man from Apple who identified himself as Steve Job’s personal assistant. Jobs had gotten my email and instructed his assistant to make the necessary calls to get my laptop fixed and returned back to me in time for WWDC. His assistant also mentioned that Steve found my line about “going to WWDC without a laptop is like going to war with a bannana” funny. Ha. I made Steve Jobs laugh today.
How about that.
I was equally surprised when his assistant called back later in the evening to let me know that the repair was completed, and that it was shipping out tonight and I’d have it back in my hands tomorrow.
We often hear horror stories of horrible customer service, so I thought I would share this story about excellent customer service. I believe the key in any customer service crisis (if you are the customer), is to keep a level head, don’t get nasty, and get your crisis as far up the food chain as possible to someone who can cut through the red tape.
So, again, thanks Steve….thanks Tim. WWDC is gonna rock.