Page 13 - The Apple Experience

Just then a customer service rep returned to the phone. I was hesitant to
proceed but didn’t know what else to do. The milk was getting warm, the ice

was melting, and my kids would be up any minute. So I forged ahead.

“We can send a repair technician to your house today if you purchase the

$250 extended care agreement,” the phone rep said curtly. He also explained

that it would take care of all parts and labor. I knew I was being manipulated

into purchasing something I didn’t need, but if it would guarantee a

repairman to my house “today” instead of next week, I would do it. After
giving my credit card information to the rep, he informed me that it would

include all parts and labor only “up to $500.” Again, I felt manipulated. The

peace, which had turned to panic, had now turned to aggravation. To cap it

off, the phone rep repeatedly stated in question format, “OK? OK?” to get

me off the phone. I got off the phone feeling angry, frustrated, and

manipulated, and just a few minutes earlier I had awoken as a very happy

man, looking forward to another great day.
On a whim, I decided to see what Apple customers were feeling that day.

Here’s a sample of Twitter remarks from the same twenty-four-hour per

period as my Sears search:

 “Though I’m generally a skeptical customer, I truly couldn’t be more pleased

w/the service I received at our local mall’s Apple store. #happy.”

 “Apple has always amazed me with their awesome customer service. #1

IMO!”

 “It’s really hard to knock the Apple Store employees because the customer
service is awesome. But c’mon, too hipster.”

 “Thanks to Apple for replacing my dead iPhone with very little fuss. Great
customer service.”

 “I must say Apple Store has supreme customer service.”