“Crash” Burger Praises Apple

So I buy a new iPhone. On that very same day while on a bike ride, my headset gets caught in my spinning spokes and jerks the phone from it’s holder, sending my new phone skidding 30 feet face down on the concrete. The phone was not in a case, it was on backorderd order from Apple.Timing! I call Apple Customer Care and share my bike ride, iPhone mishap and explain that I was an idiot and it was my fault..What did my honesty get me? A quick trip to the Apple store and 20 minutes later I’m leaving with a brand-new iPhone. Free of charge. Look, I’m not telling you to give your product away, nobody stays in business like that…

What I am saying is if you’re at a tipping point with your customer, perhaps a grey area where it could go either way… why not combine customer care with customer happiness?

Apple did, and I’m happy.

Michael Burger with the Relevant Report

Oh, I’ve stopped the bleeding…(but I discovered AppleCare won’t cover the bandaid expense)

Filed in: Relevant Report