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Apple really is about the user experience

Posted on Saturday, 22nd October, 2011


I came into the Apple store on 14th/9th at 3:20 pm with a tech problem. I’m still here (writing this from my iPhone) Starving and missing my spin class right now (sorry @FlyJessA22) …..but shockingly none of that even matters.

My iPad1 wifi/antenna was broken which causes a huge issue with syncing to iCloud (um, & not being able to watch TWCable app in bed) After hours of diagnostics, friendly chatter & back & forth my uber genius Matt said the repair would be $389, and by repair that equates to a new iPad1 unit b/c they don’t open up the iPad1. They don’t even make iPads1s anymore. I have been waiting for 3 to come out b/c I have plenty of iPad2s I can use at work if need be. Either way I wasn’t planning on “buying” anything today….

I didn’t buy apple care for this iPad1 and I don’t remember why i didn’t.
Anyhow Matt excused himself & then came back and said he talked to his manger & they decided to just going to give me the new ipad1 at no charge, he didn’t feel right charging me for something that wasn’t my fault even if it was 89 days out of warranty. Then he installed iOS5 & showed me how to reinstall all my apps from iCloud (an hour later 116 apps are still downloading)

This whole experience was flat out amazing. Apple continues to impress me not only with their products, but with their gold standard user-centric/user experience positioning which goes far beyond devices/products and plays into in personal interaction/purchase behavior/customer service.

Thanks Matt. Thanks Apple. You really do make such a difference in people’s lives, especially mine.

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