I’m a Happy Apple user, and since 1989, there have been only a few occasions when I had to contact Apple support. They have handled everything well, and once they really positively surprised me. The screen of my iBook stopped working. I live on the island of Gotland, right in the middle of the Baltic Sea. The only city is Visby, and I live in Kappelshamn, 43 kilometres north of Visby.
They sent a car to pick up my iBook on a Tuesday, before lunch. Then I could follow my iBook’s journey by plane to Stockholm, then Amsterdam. To my big surprise, the car came back on Thursday, before lunch and delivered my iBook! Two days. I had prepared myself to be without the iBook for at least a week.
This is the kind of story I tell people, and I always recommend that people buy Apple products. I even earn some money as an Apple coach, helping those who need a helping hand when switching from a PC to a Mac. One of my clients who started using Apple two years ago has been very happy. For the first time, he decided to learn how his computers and devices work, and he’s not afraid to try things on his devices, unlike before.
He bought a new iPad mini in December, went on vacation and accidentally broke the glass screen… When he was back in Sweden, I recommended that he contact Apple Support online. So he did, and at first it seemed to work out fine, but then it turned into a really terrible story about bad customer support. I won’t give you the details, but it was so bad that when my client told me about it, I felt that I had to do something. I couldn’t think of anything else but writing an email to Tim Cook. I didn’t expect him to answer or do anything special; I just thought he ought to know about this bad treatment.
The next day, I got a phone call, ”Hello, I’m calling because of the email you sent to Tim Cook…” Oh? I got really surprised and happy. I told the man about what had happened, and he wanted me to ask my client if it was OK for him to contact my client. And of course it was OK.
Today, my client emailed me to say the issue was resolved and he didn’t have to pay anything.
I am so happy. My trust in Apple is restored. I will for sure continue to recommend Apple’s devices to everyone. It means a lot to know that Tim Cook actually paid attention to the mail I wrote.
