Friday, December 31, 2010

Doing the Right Thing

On Dec. 19, 2010, I ordered three items from the Canadian online Apple Store for my brother-in-law's Christmas present. The package was delivered on Dec. 22 to his home in Metro Vancouver. Unfortunately, one of the three items I ordered, an Apple Remote, was not in the package. Today I called Apple to follow up. The automated interactive voice response system took my order details, which I spoke in complete sentences as requested, then transferred me to a customer service agent, Stacy, who apologized for the oversight and arranged to have a free replacement shipped at no charge to my brother-in-law's address. The entire interaction was pleasant and took just a few minutes, consistent with the positive user experience Apple strives for in all of its products and services. Attention to detail is what sets Apple apart from many other organizations. It's yet another reason I'm a long-time Apple customer.
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