June 20 2008


applecareWell, I just had my first encounter with Apple customer support, and I have to say I’m impressed.

After my hard drive failure a few weeks back, I had to put my iPod Touch apps back on the system, which I had luckily backed up.  Well, last night I had some issues with the Touch, so I did a reset, and went to sync the apps back onto it and… no luck.

I tried everything under the sun, and today I finally gave up and called them.  The first rep walked me through all the basics, staying with me on the phone the entire time.  After about 30-minutes he knew it was beyond him, and passed me up to a senior tech, Rick.  Rick spent about 15-minutes working on it before he determined he was also stumped.

This is where I got impressed.  Instead of just giving up, he said he was going to pass this up to an engineer, and that they would be calling sometime over the weekend, and if they didn’t, I was to call him directly.

What the…

All the way to an engineer?  A call back… on a weekend?

I had always heard how good their customer support is, and considering I bought this Touch used from someone else, I am even more impressed.  It may be that it can’t even be fixed due to the hard drive crash, and Rick was very blunt about that, but you can’t fault them for their effort and concern in this manner.  Major kudos to them.

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