Or How I Stopped Worrying And Learned To Love The Fruit
On Tuesday I had a problem with my iPhone. The GPS had started losing tracking and the automatic brightness seemed to be doing the opposite of what it was supposed to.
Handily I was training at Leeds, the location of Apple’s newest UK store, so I decided to drop in and see if they could fix it. They asked me a few questions which boiled down to:
- Have you changed the way you use your phone?
- Have you tried resetting it?
I answered that I had tried a full wipe and restore, and I’d not done anything different with my phone. Then and there the lovely Apple Genius swapped my phone out for a shiny new one. In ten minutes I had my phone replaced, and in another ten the iCloud backup of my phone was restored and I was back up and running.
That, right there, is customer service. I walked away from that Apple store one happy customer. Happy that I’d switched to iOS from Android (although I miss some things, for sure) and happy that a week before I’d splashed out on an iPad (on which I am writing this).
Apple offers something that other tech companies don’t, and it’s hard to understand unless you’ve really jumped into the cult and culture of Apple. I can’t imagine Samsung mimicking the experience I had with my iPhone. Maybe they will with their upcoming stores, but at the moment I don’t know of anyone else who offers that similar integrated ecosystem of hardware, software, sales and support.