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February 27, 2007
I <3 Apple
I was pretty disappointed with the service that Corel had provided when I had asked a question. It felt like the person responding didn't really take the time to read and understand what I was asking.A company that I feel has customer service right is Apple. As a caveat, I've never had to deal with them for any major crippling technology issues, but for the items I have had issue with, the response has been stellar.
My most recent example is from a download from the iTunes Store. A friend had told me about the audiobook version of John Hodgman's (I'm a PC) book The Area of my Expertise. My friend also mentioned that the audiobook was free download from the iTunes Store. I checked the store and it indicated that it was indeed a free download. I clicked to add to my shopping cart. What puzzled me is when I looked in the cart to see a price on the item. I assumed that there would be a credit or some other price cancellation after going through the purchasing process. I really didn't see anything of the sort after downloading so I decided to contact Apple.
It took me a few clicks to find a method to contact them, but eventually I found a web form to fill out. After completing and clicking 'send' there was an immediate message to let me know that my question had indeed gone though - nice to have some feedback to know the form works. The next day, I received a follow up from an actual person that told me a number of useful things. There was a statement identifying that I had actually been charged and an apology for being charged. Also included was a timeline for expected resolution and some info on how to figure out account information for myself in the future. Not only had someone read my e-mail but he had also given me some useful information! Because of it, Apple will get more and more of my money.
On a side note, The Area of my Expertise is hilarious! The audio download is an abridged version, but it's over 6 hours(!) long. The humor is similar to that of McSweeney's, another favorite of mine. Pick up the book or download the audio version today!
