Just thought I'd give kudos to the iPhone support I received from Apple this weekend. I've heard people talk about what a hassle the whole iTunes syncing/activating thing is, and some other complaints that just seem whiney. They're not perfect, but the combination of services they offer, and the kind of support I've always received, is certainly way up in front.
For a while, I've had a very small imperfection in the screen of my iPhone. It was obviously not a scratch... it was perfectly round, and didnt appear to be on the surface. As freaky as I am about that kind of thing, I've lived with it... it was very small, and out of the way, most of the time.
Yesterday while I was driving, and talking, my iPhone just died. I tried to reboot it, and it gave me the dead battery sign. It had been more than sufficiently charged so I knew it was a dead battery.
I thought about all the complaints I've heard about not being able to change the battery yourself, waiting for it to be replaced, etc. and initially felt irritated with the idea of having to deal with this. but then, remembering my list of great experiences with apple's customer service, I figured I'd just drive straight to the Apple store in Deer Park, Illinois... about 20 minutes away.
Even though the place was crowded, there were several folks asking me what I needed when I walked through the door, and I told them about my battery.
Bill told me he'd try to get a genuis to help right away, even though their "bar" was booked up for the afternoon. When he came back out and told me someone was coming right out to help me, I thought I'd mention the defect that had developed on my screen. Even though he'd never seen something like that, he agreed it didnt look like damage I had done.
I showed it to the genuis that came out to help me, and before I knew it, he had a replacement iPhone in his hand and was replacing my SIM. He asked me if I had everything synced, or if I was worryed about content on the phone. I said no, and was on my way with a new, fully charged iPhone.
Thing is... from what I could tell, they treated me like this before they even looked me up in their system, where they could see I had purchased three iPhones and three aluminum iMacs in the last few months. Not to mention countless other hardware over the years.
So once again, I'm impressed with their attitude about taking care of their customers. I know folks who should have been treated as well taking in their 6 month old Beamer with a problem. I'm sure there are folks who've had worse experiences with Apple's customer service, but it is very much the exception, not the rule. Those negative stories always get attention online, so I hope to ad some perspective.