The CEO of a start up in the Southwest we work with - Dave - recently had an interesting run-in with Steve Jobs. (Read the blog post on said run-in here.)
Yup, that Steve Jobs.
We've written before about the sorry state of customer support in many a technology business these days - but this particular story is kind of disturbing. If for no other reason than I own Apple stock.
Serving customers ain't easy, but it is easier than paying to get them back. I was considering buying an iPhone with the upcoming tax rebate...that won't be happening now.
As with my experience with Skype, an experience like this moves the iPhone from a "must-have" to a "maybe I can just deal with another provider."
Thursday, March 20, 2008
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2 comments:
Wow... This could start an interesting discussion! As a previous Apple employee I can say that Steve's remarks are a standard company wide. I can't even tell you how many times I used the same "crashing a car" scenario. In the end, as a die hard Apple nerd, I have to side with Apple but not the hefty $250 replacement fee... Seems a bit steep. It is almost like dropping and shattering a piece of expensive crystal and expecting it to bounce? We could argue this for days! Steve has been known to reply to messages in a timely manner so that makes it a cool story, but still sad in the end. I can say from experience that Apple does a great job at customer service and is backed by the highest rankings in the industry. Don't let this keep you from having the coolest phone out there!
Hey Dan...
That was my story! I have decided; no more Apple products. I am going back to a boring phone. As the owner of a business, I just can't reconcile this treatment.
There's an old Chinese saying "the tiger dies in the jungle" I think SJ F' you attitude got Apple to where it is, but it might also end up limiting the success of the company.
It's a cool phone but it's just a phone.
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