Let me start by saying, there are a lot of reasons that I prefer Apple products over just about everything else. This post is just going to highlight one of the reasons and experiences I recently had with Apple.

A while back I begin to notice a problem with my iPhone. The microphone would stop working during phone calls. Obviously this is an important feature of the phone since the microphone is what enables you to use it as, well….a phone. I dismissed it for a while thinking it was no big deal, a software bug that would get fixed in an update. But the problem persisted and continued to get worse, so I made an appt. with the Genius Bar at the Apple Store in Birmingham. **Quick Sidenote: making the appt. was easy using apple’s retail store app. they emailed me the time and i added it to ical with complete ease. That was simple and took about 20 seconds to schedule my appt. End Sidenote**  When I got to the store, and checked in I could see they were super busy, as they usually are, so I waited a few minutes for my appt.  Then a gentleman came out and asked about my issue, I explained it to him, and he took my phone back for a diagnostic test. It came back normal with one software glitch that could have happened during a restore from backup, he said, but knew that had nothing to do with my Mic issue.  Apparently my issue was hardware based and was of no fault to me. To my surprise, he told me the only thing they could do is replace my phone with the exact same model for $150.00.  ”HUH?” I said. I was caught off guard because typically with a problem like this with an Apple product they would just give you a replacement phone, say thanks, and send you on your way. I was a  little disappointed that they would expect me to pay. I understood why I had to pay (my phone was just out of warranty, and I didn’t have apple care) but those of us that have experience with Apple Customer service can attest, thats not the Apple way. I didn’t really have any options at that point, they were swamped, I wanted to get back home to work, and I wanted a phone that made phone calls, so i paid up and left with my new iPhone. When I got back, I decided I would send Tim Cook (CEO) and email and let him know about my disappointment in the store. A few days later I got a phone call from the Store Manager about my situation. (Thanks Tim for sending that email on to them) She gathered some info form me and asked me why I was disappointed in my experience. I made sure I told her that the guy who helped me did nothing wrong, he was quite nice, but the end result I received was not one I was accustomed to getting at the Apple Store. Was it the ‘by the book’ thing to do? Yes. Was it what most companies would do? Absolutely. Was it ‘Apple-esque’? No, it wasn’t.

Anyway, the manager was great, she called me back yesterday and they are refunding my money for the phone. I was thrilled. She obviously doesn’t want customer’s to have bad experiences with Apple or their products, even though there are MILLIONS more customers and having a few disgruntled ones wouldn’t hurt their business at all. Me being upset with them would not have hurt their bottom line one bit. Thank you Apple for treating the customer right. For being concerned with my satisfaction in your product, more than you are about your bottom line.

Thank you Suzy (Apple Store Manager) for being polite and actually calling me back.

I am an Apple user, a loyal Apple user. And I will be for good.

Bradley.