Steve Jobs Personally Resolves Customer MacBook Issue

[BlackMax]

I don't know if this has already been posted, but here is an example of Steve Jobs getting directly involved in a customer's MacBook issue.

Get Your Defective Laptop Replaced By Sending Well-Written Emails To Steve Jobs

If you've reached the end of your rope trying to have a Mac issue resolved through the normal Apple support channels, perhaps a well written letter directly to Steve Jobs is the answer.

 

[Andrew D.]

That's another way of getting a product that you have spent loads of money on fixed. Seriously, he should do it all the time. Cheers!

 

[JNB]

Momma always taught me to start at the top!

I've done the same thing with Continental Airlines, Vonage, Home Depot, and a few others. I have gotten personal feedback, immediate attention and positive resolutions in every case.

The critical factor is that "well-written" letter or email. Polite, concise, professional, and non-threatening. Works like a champ.

 

[spookje]

I had a similar problem when I had a notebook of Acer and after writing a letter to the general manager responsible for the Benelux. They finally solved the problem. By replacing my notebook with a nice 8003LCi (i had a 800) notebook.

By side of that they admitted three things: (a) they lost the notebook (still dont know how you can lost notebooks, though) (b) i had a monday morning notebook (c) the overall support service was in bad shape, and they will improve it (which really happened after that).

Same time worked also for Apple Benelux, the evil people of AppleCare resisted to repair my MacMini G4 logic board. The MacMini was only five months old then. Only it still toke a while before it got picked up for reparation.

 

[xJulianx]

The critical factor is that "well-written" letter or email. Polite, concise, professional, and non-threatening. Works like a champ.

"Mr. Jobs, you have a serious problem with your support process and procedures. If someone at Apple does not resolve this pronto, your company will lose not only my future purchases, but also my purchase recommendations to graduate students, professors, and support staff at MIT."

That sounds like a threat to me, it's not death threat, but a threat nevertheless.


Eitherway, it's nice to see that even a very large, worldwide company like Apple can help customers on such a personal level.

 

[szsiddiq]

That sounds like a threat to me, it's not death threat, but a threat nevertheless.


Eitherway, it's nice to see that even a very large, worldwide company like Apple can help customers on such a personal level.

i agree. kudos to the customer for getting their way from a large company. but, the letter was very tasteful and respectful until that threat. if he was coming from some small time community college, it wouldn't have had the same effect, i'm sure. and i'm sure the gentleman who wrote the letter knew that, and wanted to take advantage of his place of work.

not saying i wouldn't do the same thing in his position! just saying the letter took a sleazy turn.

 

[socks]

Only thing about making such an act public is everyone will try it, unless Jobs is on a help a customer a month plan.

 

[spookje]

Well, you wont need to contact Steve Jobs himself, enough people around the globe who are responsible for business. Every good MBA student will think twice when he receives such letters. I hope. In my later I also demanded respond within x days, though.

 

[PDE]

Well, you wont need to contact Steve Jobs himself, enough people around the globe who are responsible for business. Every good MBA student will think twice when he receives such letters. I hope. In my later I also demanded respond within x days, though.

Same thing happened to me last year. Sent and email and a letter and within days, Apple executive relations called as well as the manager of the 5th Avenue Apple Store. From that point on they did everything to make me happy. Very very impressive. And here I am today with a macbook that needs repair again. I sold the 17" MBP they gave me as replacement for the 15" MBP I had because I just couldn't deal with the size. And the display was unevenly illuminated too...oh well.

The sad part of this story is that even when Apple does everything to please the customer, they still can't guarantee a defect-free computer and that's really all the customer ever asked for....at least they are nice and helpful.