A tale of good support

I have been doing customer support in the IT field since I was 17-years-old and since I was 12 if you count family, relatives, and friends. I used to work for a company that is famous its customer support and I am currently working for a company that has the best customer support team in the DNS business. So it is fair to say I know a thing or two about customer support.

Today I had to take a trip down to the Apple Store in Salem, NH to have my wife’s and I’s iPhone’s fixed. In my case, I knew my iPhone would probably be replaced due to some hairline cracks by the silent switch, but my wife’s iPhone had an intermittent problem where the iPhone would claim headphones were plugged in even though they weren’t. Of course, the issue did not happen when I was at the Apple Store either.

I dealt with a nice genius who immediately took a look at both iPhones and without even duplicating the issue on my wife’s iPhone, replaced both immediately. Within 10 minutes my wife and I were walking out with brand new iPhones (3G version…didn’t want to press my luck asking for a 3GS). Other companies I have dealt with? They would almost certianly blame the silent switch cracks on me and would probably force me to come back when my wife’s iPhone was actually thinking it had a headphone plugged in. Yet this genius took care of everything instantly without questions, even without being able to duplicate one of the issues.

Hat tip to Apple. Clearly shows how their stores are winning the hearts and minds of my generation.

Reaction to today's Apple WWDC conference

My thoughts on the Apple announcements today at WWDC:

  • Macbook upgrades: makes complete sense to make the 13″ models full Pro models. Lower pricing always helps. Love the fact that you can get 8 GB of RAM in these babys now along with a backlit keyboard even in the 13″ model. 7 hour battery is going to be epic for many of us who do not use multiple batteries but suffer through 3-4 hour battery life. SD slot is one of those nice to haves. Whenever my 3+ year old original Macbook finally shows its age, it will be a very nice upgrade to one of these new computers.
  • OS X 10.6 (Snow Leopard): I really like how both Apple and Microsoft are really taking a step back and optimizing/bug fixing with their next OS release. The aggressive upgrade pricing by Apple (just $29!) is one heck of a shot across Microsoft’s bow with Windows 7. It will be really tough to charge even $100 for that upgrade. The speed and hard drive footprint improvements are much needed and will be very nice to have. Could even get another year or two out my Macbook based on what I heard.
  • iPhone 3.0 OS: Looks like a great upgrade for a fantastic phone operating system. There are too many features to like on this to write about here, but I really like the idea of the integrated search and the better Safari performance. It is amazing how good this OS has become.
  • iPhone 3GS: The new iPhone hardware offering much better specs and a few really cool features (voice calling and video recording are my favorites). Not enough of a reason for me to upgrade now, but for those original iPhone 2G owners, it is a perfect and huge upgrade for them. I am going to hold out for next year’s iPhone, which hopefully will be available on Verizon’s network…

Overall, I am very pleased with how the announcements today went. Something for everyone.