Apple customer service...WOW!!!

[runnin17]

Got my 13" maxxed out MBA yesterday (two days before the estimated delivery date!!!!!).

Called apple to get the gift cards (they were ordered one day before I ordered my MBA) I had purchased with my credit card rewards credited to my MBA order (I was told that I could do this by the CSR that I ordered the MBA from). I was put on hold multiple times and the CSR I spoke to said that she could not do anything since the orders were already closed and I had received all the products.

Needless to say I was upset and despite being very angry, I calmly asked the CSR how we could fix this problem. She spoke with her supervisor and after being on the phone for one hour, they said they still could not use my gift cards to credit my credit card; BUT, they would credit my card $150 since I was misinformed by the CSR that placed my MBA order.

I asked the CSR what she wanted me to do with the gift cards (I had offered to cut them up if they wanted me to). She said that as far as she was concerned they were for me to use and she apologized for the confusion.

While it was painful and stressful to be in the situation I was; I will say that the CSR was very patient and made sure that she got me taken care of.

 

[cambookpro]

Wow, I've never seen a company so... Nice!

 

[aarond12]

And this is why I don't mind paying a premium for Apple products. I haven't had to pressure Apple to give me good customer service before, but should I need to, they'll do the right thing.

 

[kingtj]

That is good to hear ....

It sucks they gave you wrong information like that, initially. But as we all know, these days? Most CSR's you reach on the phone really don't know (and often don't CARE) about all the facts and details they SHOULD know when you call in and ask questions.

I'm impressed that Apple made it right for you like they did, AND gave you the gift cards as a bonus on top of it all!

That's the way customer service SHOULD work, but it's gotten so I don't expect it anymore. I'm so used to being disappointed/angry as the end result when things go wrong, I'm actually surprised when I don't end with a promise to "Never use company X again!!"

Got my 13" maxxed out MBA yesterday (two days before the estimated delivery date!!!!!).

Called apple to get the gift cards (they were ordered one day before I ordered my MBA) I had purchased with my credit card rewards credited to my MBA order (I was told that I could do this by the CSR that I ordered the MBA from). I was put on hold multiple times and the CSR I spoke to said that she could not do anything since the orders were already closed and I had received all the products.

Needless to say I was upset and despite being very angry, I calmly asked the CSR how we could fix this problem. She spoke with her supervisor and after being on the phone for one hour, they said they still could not use my gift cards to credit my credit card; BUT, they would credit my card $150 since I was misinformed by the CSR that placed my MBA order.

I asked the CSR what she wanted me to do with the gift cards (I had offered to cut them up if they wanted me to). She said that as far as she was concerned they were for me to use and she apologized for the confusion.

While it was painful and stressful to be in the situation I was; I will say that the CSR was very patient and made sure that she got me taken care of.