How Apple Redeemed Themselves

I figure since the majority of anything going on for Jeff and I right now is work, that I would blog about work. Two of my coworkers are in Italy so I’ve been covering for them, much like they did when I was in Hawaii, Japan, Kamloops, Quebec, etc. They both play ultimate so we all cover for each other except when we all leave for ulti. This is convenient and a good deal for me as I seem to be away the most often, but now I’m making up for it. We are hosting a Summit in Banff in October so it will be crazy for here on out.

As for Jeff, he’s been busy trying to balance his University job with his business.

Today I started experiencing problems with my new keyboard. The new Apple Keyboard is wicked awesome! Nice quiet, soft keys and they make it a pleasure to type. Today however my left shift key started being unresponsive. Sort of makes sense as I only use the left shift key (not sure anyone uses the right one and they should just remove it entirely) but really not cool that it is acting up when I’ve had it for less than a month (and was away for 2 weeks and never used it). So, I call the place where I bought it at UofC and they tell me to call Apple directly. I call Apple and they tell me to call Apple Care. I speak to 2 different people at Apple Care, who each put me on hold for about 10 minutes. Then they decide they can’t figure out how to solve this problem, and have to call me back. Three hours and a Product Service Specialist later we have found a solution and for the hassle they are sending me a brand new keyboard and letting me keep the old one. This is not the normal process and I am a special case, but I think they decided on this solution since I ripped some poor women’s head off. Seriously, what a silly process. They need to associate the keyboard with a computer (desktop or laptop) before they can even begin to help you. This is so that they can look up your file and see if you have Apple Support. Turns out even though I wasn’t calling about my laptop, they determine my warranty and therefore support had expired.

Having this process seems like a pain. The keyboard cost $45 and I’m pretty sure more than $45 in wages were lost today discussing what to do. The one agent alone (assuming he makes at least $45 an hour being a product specialist) could have paid for the keyboard with the hour he wasted…not to mention my wages. I’ll admit that I’m pumped that I’m getting a new keyboard and it gave me a nice break today.

Thanks for the great customer service and for redeeming yourselves today Apple!