Mr. Jobs wouldn’t be happy.
Last week (more than 7 days ago) I was at the gym and the screen on my brand new iPod Nano quit working.
That evening I called the Apple help desk to figure out what to do. After waiting on the phone for 17 minutes I was connected to a helpful individual who walked me through a bunch of trouble shooting and concluded that I needed to talk to someone else.
Instead of transferring they indicated this individual would call me the next night (at home). 30 minutes later my phone rang and they were ready to talk.
I was OK with that because I wanted to get the issue resolved. The individual indicated that they needed to replace the iPod and gave me 2 options – have it shipped to my house or visit the iPod store and pick up a new one (which would be quicker).
I chose the second, scheduled an “appointment” and visited the store (actually my wife did).
At this point they told me that the iPod was broken (news flash) and they needed to order a part (doesn’t the whole thing have about $2.46 worth of materials). They indicated they would call me when they received it and would have the part overnighted.
That was 5 days ago.
Apple is lucky. They dominate the market for MP3 players (today…. Check back in 2013 – think Google + Android + Pandora).
Your business is not Apple. You can’t afford a customer service train wreck like this.
What processes do you have in place to ensure that you exceed customer expectations every single time?
Tags: android, Apple, customer service train wreck, google+, iPod, mp3, pandora, Steve Jobs