Thanks, Apple

We dropped iPhone #1 last week.

Granted, we've dropped iPhone #2 several times and it's been fine. (Of course, now iPhone #2 gets carried around in a lucite case.)

But iPhone #1 got hurt. The glass cracked. Totally our fault.

And Apple's response has been nothing short of outstanding. The people on the phone were kind, efficient and understanding. Clearly, Apple's worked through this process and trained appropriately. How many companies bother to prepare for these inevitabilities of customer error? Not nearly enough.

The loaner iPhone showed up this morning.

Apple sends you a new paperclip to assist with opening your broken iPhone. They send you a paperclip!!! They send brilliant, simple instructions. They send packing tape to seal up your broken iPhone in the return box.

Clearly, Apple has bothered to think about us, the end users, working throough even the most mundane scenarios.

And for maintaining this keen, deep-reaching eye on customer experience, we're going to thank Apple by continuing to buy and recommend their products. We're also going to continue purchasing more of their stock.

Comments

[Jennifer Iwanicki]

Let's follow up on this. iPhone #1 was returned from Apple Care in lickity split time. We opened the shipping box to reveal one black iPhone box containing iPhone #1 and one white empty box, presumably to use to return the loaner phone. Again- impressive.

iPhone #1 was meticulously re-packaged, but with one major flaw. It hadn't been fixed. The glass was still shattered, but the repair person (Indigo) had still applied the protective film to the phone before sending. Kudos to Indigo.

We called Apple today and spent way to many iPhone minutes on hold. Apparently, the repair was miscoded and should have been sent to a different department. One would have thought based on the attention to detail in the packaging and initial return process, that Apple would have some kind of internal communication that would route the repair to the appropriate department. Ahh...

Well, we still love Apple. A new box is being sent to ship iPhone #1 to the correct department for repair. Here's hoping this time they get it right.