Tuesday, March 22, 2011

Apple Store South Hills Village and an iPhone4 Experience

Saturday night, I drove to Pittsburgh to connect with my best friend in the whole world, Willie, and some of his family. Sunday morning as I was departing, I realized-"Hey! I'm not that far from the Apple Store, and I've been having some sound issues with my iPhone4. Maybe I can have someone at the store take a look at my phone before my next round of travel." And so I drove to the Apple Store in the South Hills Village Mall in hopes I could get a timely genius bar appointment and discern what was causing the issues with my phone.

I was able to get an appointment with a genius within 10 minutes of arriving. As I described my problem, a clicking sound that sometimes occurs while using my Skullcandy Full Metal Jacket headphones, we attempted to troubleshoot it while in the store.  The first suggestion was a backup and restore of my phone. I backed up all of my apps, and when attempting the restore, my phone failed to be restored. The genius at Apple replaced my phone. But that wasn't the end of the story.

I had iOS 4.3 on my backed up phone, and the new phone was running iOS4.2.1 so the first dilemma was updating the phone's operating system.  After this, we restored the contents of my old phone to the new phone.  Then, this new phone kept restarting every 2-3 minutes. So we restored the phone again, and started the process from the beginning again, only this time, we launched all of the back ups as a sync to a new phone.  Everything seemed great, and I left the store to do a little shopping around the mall.

Twenty minutes later, I pulled out the phone (which was fully charged) to make a call, and it had turned itself off.  Thankfully I hadn't left Pittsburgh yet, and I could make one more trip into the Apple Store.  The folks at the genius bar were really understanding, and they said that they had never encountered such an array of set-backs with the phone before. I responded that I hadn't either. ;) They then proceeded to bring out another phone, and began the process from the beginning for the third time that day.

All in all, the whole process took about five hours, and I watched dozens of customers get their problems with computers, phones, ipods, and ipads answered during my time at the genius bar. I'm glad I had extra time to take care of any potential issues before leaving, and the staff in the store were incredibly helpful as we worked toward a solution to the problem of my phone.

I wanted to share this because it was an incredible day of quality customer service. I deeply appreciated the time the Apple geniuses (Tom and Haley) took to help me out. I know that when a problem doesn't make its resolution quickly, it can be tiresome for all parties, but the team at the apple store did an incredible job.

If you have a problem with a piece of Apple Technology and you are close to an Apple Store, I highly recommend scheduling a visit to the genius bar.  The staff are friendly, patient, and incredibly helpful. They do all that they can to help customers make the most of their technology.

Lately, I've been finding myself really appreciative of great customer service. Too often we hear horror stories and complaints, but I think we should make it a point to highlight and applaud companies when they do an exemplary job.

Have you had an incredible experience in customer service? I'd love to hear about it, and I encourage you to share it with others too!


Pam Swope said...

Billy, I'm going to share this with Walt. He works for Apple and manages the Genius Bar/Creatives at his store. He loves hearing positive comments about customer service. It's a great company to work for and a great company to deal with.
My Macbook died on me a couple months ago. We couldn't get it resolved over the phone so Apple sent me a packing box on Monday (I mailed it back the same day), they rec'd it Tues and returned it to me Weds!! Crazy fast service and complete resolution of the problem. My logic board died and they replaced it. Didn't cost me a penny b/c of Applecare!
Thanks for sharing your good experience.

chanchanchepon said...

Thanks for sharing this with Walt! Your son works for a great company!

Applecare is AWESOME isn't it?