Apple Store Employees Create a Raving Fan

Discussion in 'iPad' started by feliason, May 28, 2010.

  1. feliason macrumors newbie

    Apr 12, 2010
    Today I had an incredible experience at the Ardmore, PA Apple store that caused me to write a blog post about all my experiences at Apple stores. Basically my 3G iPad was dented somehow (two strange looking indentations), which caused the power button not to work (luckily it was on), and they replaced it for free. I was simply WOW'ed, and it was not the first time I felt that way from them. I am a Customer Service guy, usually very critical of service.

    Here is the post (from

    It is not about being a Mac person or a Windows person. I know there are many personal preferences to that debate, but our decisions are based a lot on our history. This post is not about swaying you toward Apple or any other product. It is about services and what that does to long term value that it creates. My first Apple experience was with the Apple show within the Comp USA store in 2002. I purchased my first iMac. This was not for regular use, but really a means to test websites using it. I did not start using it on a regular basis for a number of years after. After going through a number of Windows based machines, I did not want to purchase another computer, so I brought the Mac to the main place in our house where I use the computer. With this I began to get used to the Mac. The one thing I realized was it was still in perfect condition even as the years went on. Eventually I purchased a newer iMac and upgraded to a new one this year. Besides the iMacs (which are all still around, and working well), I purchased a Macbook for for when I am not at home. At work I also have an iMac and my work phone is an iPhone. All this is well and good, but it is not the software or hardware that develops a raving fan such as myself.

    I have had a few incidents where I visited the Apple store. Each time I have found myself having a wow moment. This is the type of service most companies want to have, but very few are able to achieve it. Well Apple Store has in multiple locations (King of Prussia and Ardmore, PA). My first time was about a 1 1/2 years ago. My work iPhone was broken since the day it was delivered to me. The power button on the top of it did not work. The phone was not registered in my name, but the name of the company I worked for. They did not care about that at all. I showed no documentation. I told them what the problem was, he looked at it and immediately gave me a new phone and told me how to restore it. It was that easy. My next wow moment was when I decided to upgrade my iMac earlier this year. I went to the Apple store, not due to prior service, but I knew they would have the model in stock. It was a busy Saturday at the Apple store in King of Prussia. I loved the way they handled these sales, although at the time I was frustrated by the wait, since I knew what I wanted and just wanted to pick it up. When the sales person came over, he turned my frustration completely around, and he did not even know I was frustrated. He did it in a simplistic manner. He was having small talk as we were doing the order. This lead to me telling him how I preferred the larger keyboard. His reaction was to throw it in. I did not expect it, but I was very appreciative. He also included some other items, and even talked me out of a more expensive accessory I was thinking about. To top it all off he even realized I worked for Comcast and proactively added a discount available to our employees (I did not even know about that). All this was done in minutes. I did also find it cool that he did the entire transaction on his iPhone or iPod Touch. He even emailed the receipt instead of printing and I was ready to go.

    Since that time I had a few more visits to the Apple store. The first was to check out the iPad when it was released (I already had the 3G version on order but that would not be in for a number of weeks. After checking it out, I could see the value it offered and could foresee fights in the house without multiple iPads. So about a week later I went to the Ardmore store to pick one up. While I was there had a great conversation with there business service coordinator. It was a personal connection that she was able to build as we discussed Apple in a work environments. She followed up with emails checking on the purchase and an invitation to a few events to learn more. After I received my 3G iPad I had a problem while I was flying to San Francisco. This made the iPad frozen on the boot up screen. When I arrived in San Fran, I tried to restore the device but I had no luck. I went to the Apple store. Unfortunately they did not have appointments, but I was able to wait for a Genius Bar member to have free time. It was a long wait, but much better than waiting 4 hours for the next available appointment. The technician tried some things, showed empathy and eventually restored the device. The wow moment was not at that time, but instead later on. While I was waiting I shopped for a few accessories since I switched bags prior to the flight and left a few things home. I went up to pay and the cashier was very pleasant. As he finished the payment and I was pulling out my credit card, he noticed my Comcast business card. He immediately stopped and said we can save you money, you get a discount. A fact I learned when I bought my iMac, but in my rush failed to mention. His proactive offering was very much appreciated it.

    This brings me to what happened today. Earlier this week I was traveling and at one point I looked at my iPad and it was dented in near the power button (even though it was in a Sena iPad Folio). I was not even sure how it happened, but it obviously bumped into something, and my guess is, that it did so fairly hard. I was very odd looking, with 2 small indentations that went further in. I was upset, but what caused a problem was the power button did not work (not a big deal since it was on at the time). So I set up an appointment at the Apple Genius Bar to find out what the cost of fixing it would be. I showed the gentleman the damage. He took it into the back to see what he could do. He came back and told me the cost would normally be about $400, but since I have been a valued Customer (he tied in prior purchases), and said he would give me a new one for free. I was completely wow’ed by this offer. I did not expect and I knew it was not covered under warranty. I expected to have to pay for cosmetic damage. Instead I paid for a protective edge that I placed on the iPad and squeezed back in the folio (I am not sure I will get it back out, so if there are any designers out that, I love the Sena case, but would recommend making it a little bigger and include a protective piece for the edge).

    Anyway, the moral to all of this is great products are just part of the picture. What really drives dedication is the employees within your company. Empowering them in ways like this will really lead to dedicated Customers. I know I will be an Apple Customer for a long time because these employees turned me into a raving fan.
  2. Sun Baked macrumors G5

    Sun Baked

    May 19, 2002
    I'm glad that the foam coming out of your mouth is toothpaste, and not a sign of a raving lunatic or rabies.
  3. feliason thread starter macrumors newbie

    Apr 12, 2010
  4. Trek2100 macrumors 6502a


    Oct 20, 2009
    Sevierville, TN
    It is great to read a positive article. I also have always had wonderful, helpful customer service from not only Apple stores but Apple Care as well. Beware the trolls, they may try and bite you:(. They do not like anything positive about Apple.
  5. GamecockMac macrumors 6502a


    Oct 20, 2005
    Columbia, SC
    Truer words were never spoken.
  6. feliason thread starter macrumors newbie

    Apr 12, 2010
    I am used to that. I think it is only proper to share positive experiences. Sometimes we are too negative, especially to companies like Apple.
  7. ClassicII macrumors 6502


    Sep 21, 2009
    Chicago, IL
  8. miles01110 macrumors Core


    Jul 24, 2006
    The Ivory Tower (I'm not coming down)

    That can go both ways. Just wait until you deal with the Genius that insists sudo doesn't require a password.
  9. AJsAWiz macrumors 68040


    Jun 28, 2007
    Great post!
    I second it! I've owned Apple products since the Apple II+ days and have always had superior customer service with Apple products. I currently have an iMac, iPhone and iPad. I imagine that I'll hop on that new "TV" device when it's released as well :D
  10. TxMacAddict macrumors 6502

    Feb 4, 2008
  11. clouddancerII macrumors newbie

    Aug 10, 2009
    Yes, it is great to read a positive story about the Apple Store. I used to have many positive anecdotes to share as well, and used to be an Apple evangelist. But over the past two years, I've just had one bad experience after another with the store and with Corporate. (Lost all my data using RAID backup, OS X RAID doesn't work, and Corporate couldn't care less.) Culminating tonight in going to the local Apple Store for a 16 GB iPad for my wife's birthday - first time I've been in the store in over a year. The nauseating dweeb that "helped" me (after I practically tackled him to get his attention) said "I can't sell you one, I can put your name on a list for when we get some". I've been on such a list with them in the past, they pay the list no attention whatsoever. I thanked him and left. The DWEEB never mentioned that they might have a 32 GB model in stock. I'll never know, I won't go back. This guy needed a shower really badly.
  12. jaeguyoon macrumors regular

    Apr 20, 2010
    with apple employees at the stores I feel like there are only 2 types of them

    1. The happiest person u'll ever see working at a store willing to do whatever they can to help you. One guy replaced my iPhone 3g that was water damage and out of warrenty, he told me "I like to do one good deed a day and today you're it!" great guy and I thanked him 5 times.

    2. Cocky guys who just stand there wait for YOU to come to them, i feel like they think they are the **** because they work at Apple. You ask for help, they just give a one word response. I wanted to get an Apple ipad case so I walked over to the guy after standing around the accessories section for a bit, then i asked him, he just said "nope we don't have any", thanks for telling me when or how i can get them, another employee was quick to come in and told me my best bet is to order it online or just keep checking back. Thank you to the other guy.

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