Tuesday, November 06, 2007

Customer Service, a Golden Apple

If you remember, JP is a stickler for good customer service. I have found that good service today does not come around very often. So when it does you have to tell other people about it.

So recently to support Sharkey's photography hobby which is quickly becoming a side business, we purchased her an Apple MacBook Pro.



Since I go to Graduate School, I get a discount on Apple equipment, also nabbed her the new Adobe Photoshop CS3 suite at like 1/5 the actual price (thank you academic software discount!!!),




and a free iPod through a rebate deal.



So here's where my awesome purchase took a turn. The order was hosed up because my wonderful credit card company "protected" me from fraud by denying the entire Apple purchase, which they perceived to be a red flag, out of the ordinary spending profile for JP, purchase. So I straighten things out with the credit company telling them, "Um, guys I really am purchasing that much equipment," and then call Apple to have them retry the authorization. So the iPod and Adobe software shipped, but the MacBook Pro was held up and the customer service guy couldn't reauthorize my card, but had to issue another order for the MacBook Pro and assured me it would not invalidate the iPod rebate.

So today of course my rebate was denied. I called the rebate service and they told me because of the legality of the offer, they couldn't give me the rebate and asked if I'd like to be transferred to Apple Customer Relations to file a complaint. So I'm like "You better believe it, this totally sucks that your guy told me incorrect information." So I talk to Customer Relations and they put me on hold for 10 minutes while they investigate my options. So on hold, I'm figuring out which appropriate response I'll use next:

1. I need to talk to a manager (with strong voice)
2. I'm returning the iPod and want my money back (with annoyed/strong voice)
3. I'm going to file a complaint with the Better Business Bureau (with pissed off, bat you in the crotch voice)
4. So wait, because I listened to your rep, which invalidated my rebate I have to eat the iPod (with determined, logical, come on see it my way, nice voice)

So the rep gets on the phone and says, "I cannot give you the rebate due to legal reasons, but I talked with our sales division and hey agreed to credit your card the amount of the rebate." And here I was getting ready to use response 4, and she cut me off. But I was impressed that they did give me what I wanted. And let's face it, in the end, isn't that what it is all about?

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