Steve Jobs Personally Resolves Customer Complaint 341
An anonymous reader writes "The Consumerist recently published a story about an Apple customer who went through support hell with a broken Macbook. After escalating the issue up the support chain, and a month wait for his Macbook, the guy gave up and simply wrote Steve Jobs a blistering flame-mail. So, was he surprised when Jobs' executive assistant responded back the next day! He got both a brand new Macbook, as well as his old one to copy the hard drive. The guy also responded in a comment, and he turns out to be a slashdotter! He even wrote a journal entry here about the story."
Re:Did I miss something? (Score:3, Informative)
Re:Letters to the top always produce some effect (Score:0, Informative)
Re:Steve keeps it real; mum's the word (Score:3, Informative)
So again—and yes, I've come to terms with my implied elitism here—let's not ruin a good thing by blabbering about how amazing it is that Steve replies to personal emails. Please.
Re:I completely agree (Score:2, Informative)
Apple Corporate is 3000 miles away from me. I have no idea what really went down. *shrug*
the other way this could have played out.. (Score:3, Informative)
Mac genius fixes macbook the same day.
rejoice.
This is normal (Score:2, Informative)
I have had two situations with Apple and problem laptops.
An extended warranty iBook died a couple of weeks after warranty with the same screen problem that was covered.
My sixteen year old wrote (hard copy) letter to Steve. A worker at Apple called him and problem resolved. No Steve did not call him. A second time, had a problem with an out of warranty book and it was fixed. However, once one works up the food chain, the letter goes along way.
This letter was polite and nice and asking for help. No threats. No Apple hating. Just a simple request.
Apple is the BEST company when it comes to customer service. Yes, we all have problems with first level responders. However, Apple is really good when it comes to CS.
Re:Personally? (Score:2, Informative)
Look, I'm just a customer. I had a problem with a company and got pissed. So I tried to make a stink. But before the stinkbomb went off, the company quickly resolved my problem. And then the Consumerist published the story. I suppose I shouldn't blame the Consumerist, they're just doing their job as journalists.
*sigh*
Re:Did I miss something? (Score:5, Informative)