The few times I’ve had to go into an Apple store for support on an iPhone or laptop, I’ve been blown away by the level of care I received and with the professionalism with which I was treated. Sure, customer service is an iffy situation, and your mileage may vary. However, Apple has topped customer service and satisfaction lists time and again, so I know I’m not the only one who’s been treated well.
This weekend, Apple had a new opportunity for customer service success or failure. Apparently, many new iPhone 3GS owners were unable to activate their phones. Some have been waiting in iPhone limbo for three days now, including a friend of mine. (My own 3GS activation was smooth as silk on Saturday, only taking 2 minutes.) Yesterday, Apple proactively reached out to those affected customers with the email below:
Dear Apple Customer,
Thank you for your recent Apple Store order. We appreciate your patience and apologize for the inconvenience caused by the delay in your iPhone activation.
We are still resolving the issue that was encountered while activating your iPhone with AT&T. Unfortunately, due to system issues and continued high activation volumes, this could take us up to an additional 48 hours to complete.
On Monday, you’ll receive an email from Apple with an iTunes Store credit in the amount of $30. We hope you will enjoy this gift and accept our sincere apologies for the inconvenience this delay has caused.
Thank you for choosing Apple.
Apple Online Store Team
The outage only impacted a small number of users, but Apple didn’t wait for this “outrage” to hit the Monday headlines. They stepped up, owned their failure for these customers, and honestly apologized for letting them down. That attitude is relatively new to the company who’s known among haters as being “snobby, arrogant, and smug.”
Good for you, Apple. As consumers, we don’t really mind failure. We just don’t like lies and coverups when failure happens.