Received call from woman on behalf of SJobs

[Shanewilliams]

no, as i said above, i never included my phone number. I'm assuming that since my email is the same as the one used for my Apple ID they were able to acquire it that way.

like I said, pretty scary...

Same thing here for me, I didnt include my number as I never really expected a response. As you mentioned though I did email from my apple id so I just always assumed thats how they got it....??? Im with the poster that mentioned about a group being assigned to sort through these emails and respond to ones with legitimate(or unknown complaints) I was very nice in mine, explained my problem, mentioned that I was a stock holder(65 shares!LOL) Since my issue was never really resolved wonder if I should call investor relations next?? lol

 

[fishcove]

This happened to me in 2007. My PowerMac G5 developed a coolant leak and one of my CPUs as well as the PSU were fried. I took it to a local Mac repair store who quoted me somewhere in the $1,200-$1,400 range. I sent an email to sjobs@apple.com regarding my experience and how I expected my top-of-the-line Apple product to last more than three years. The next day I received a call from Apple Executive Relations regarding my email and that they would pay for the repair. I gave them the name of the local repair shop, and in 2-3 days my repaired PowerMac was ready for pick-up free of charge.

Mine was a little over a year out of warranty. I wasn't expecting a free repair, or even a response, and said as much in the email.

What annoyed me was that the rep who called already had all the information she needed from the email I sent. She could have determined there was nothing she could do for me without calling.

Then at least I wouldn't have gotten my hopes up for nothing.

I was initially impressed that she called, but not by the way it was handled after that.

 

[jaykk]

This is why I am an Apple fan for life. Apple didn't have to do this. My computer was 2 years out of warranty. The fact that they did this and at a very fortuitous time, no less, showed me that Apple isn't just concerned about their bottom line. This is also why I do not mind paying a little more for my Apple products. Since this experience I have gotten my best friend, sister, and mom to all purchase iPhones and iMacs. I think it's a safe bet that Apple has recouped its investment in my repair many times over in the business I sent their way as a result.

I agree completely, sometimes apple goes out of their way to help the customers. I had best experience from Genius bar twice already. They fixed my mba for free out of warrenty, and ofcourse, exchanged iPhone4 on the spot without even complaining much.

 

[RetiredInFl]

This reponse the OP got is not strange. All large companies have an "executive response team." They figure if you are angry enough to write to the boss they will pay you a little extra attention. I've dealt with HP, Dell and DirecTV on this level and have always gotten an immediate response from the ERT and have been well taken care of.

The secret is you need to be polite. You can be "strong" without being nasty or overly demanding.

 

[NWI73]

I also have had luck with contacting steve. I had a HORRIBLE experience at my local apple store and wrote a polite email to steve outlining my experience. I received a call from the local apple store a week later and they were basically kissing my a**, and did exactly what I asked and were more than willing to help me out. Obviously somebody in Steve's team saw the email and trickled down strong words to the local store. I never saw a reply or call from an executive team member or anything, just the call from my local store.

 

[fuzion11]

it's easy to retrieve voicemails out of the iPhone. I did it with iFile once, and then emailed it to myself, all from the device.

I did this a couple months ago, so don't really remember the step by step...but if you google it I'm sure it should be there somewhere.

 

[ulbador]

Well isn't that the darnedest thing...


Connect to your iPhone via your favorite file transfer software (SFTP,etc). Navigate to :

/private/var/mobile/Library/Voicemail/


All your voicemails are there as AMR files (Adaptive Multi-Rate ACELP), which iTunes can play directly

 

[Squid7085]

I have never had something like this happen, I have actually never emailed sjobs, however, it doesn't surprise me. When Apple says they go out of their way to find the issues and fix them to make the user happy, its not just some PR talk. I have been an Apple fan for life, and my family is a HUGE Apple user, we all have Apple computers, iPhones, ect. Every time I call in with issues, it is either fixed easily, free of charge, or somebody keeps in contact with me until it is resolved, many times out of warrantee.

Back when I was having the iBook G3 Logic Board issues, I had a Rep I was in constant contact with for almost a year, after 2 replacements, he got it replaced with a G4. After our second G3 iBook had the issues, I got ahold of that contact and he replaced it with a G4, no questions asked. Recently I had my MacBook Pro have the plastic rim chip, I called in and they fixed it, out of warrantee and at no cost.

I have been spoiled with Apples Service, often just "expecting" that level of service from other companies, only to be disappointed when I have to pay for shipping, or some part or talk to somebody who doesn't care/ cant understand. I vote with my money though. I'll pay more for better Support. Cutting Support and stuff is the last thing these companies should be doing.

 

[ulbador]

I have been spoiled with Apples Service, often just "expecting" that level of service from other companies, only to be disappointed when I have to pay for shipping, or some part or talk to somebody who doesn't care/ cant understand. I vote with my money though. I'll pay more for better Support. Cutting Support and stuff is the last thing these companies should be doing.

I think in many ways you have been very lucky. Although Apple support is generally very good, and they will take care of you, they have this "Our stuff doesn't break" attitude that you often have to actually fight your way through to get that support. (the recent "You're holding it wrong" comes to mind).

I mentioned this in another thread, but a buddy and I recently went to the Apple store to replace the battery in his 2 year old Macbook Pro. This battery was so swollen that it had broken the case of the actual Macbook, and undoing the lock caused the battery to actually launch from the machine. The "genius" response was 'Oh, it's normal behavior for any laptop battery to swell this much. We'll replace it for free anyway, and fix your case.' I was standing a few feet away and almost fell over when I heard him say this.