iTunes happiness for the day

November 11th, 2005
Author: DialogueMedia

Customer service isn’t necessarily a topic or focus of this blog, but I’ve got to share an experience I recently had that should give DHL a run for its money as far as “customer service is back” as a tagline. In the last few weeks, I’ve had my laptop crash and have a completely unrecoverable hard drive, one that included a few thousand mp3s, a good portion of which were purchased through the iTunes Music Store. A short time later, my “backup” at the moment, my awesome 3rd gen iPod, was removed from my possession by an unknown person, who got all my cords but managed to leave the headphones, strangely enough. Figuring that my ITMS songs were lost, I was kind of bummed out, knowing that iTunes specifically tells you to back up your music, something that I hadn’t done on any other device or media.

Needless to say, I figured I would give it a whirl, and contaced the iTunes Customer Service team last night. They state that it’ll be up to 72 hours for a response, but they got back to me in less than two hours. Not only did the rep write the response (no form letter here) including details about my situation, they were happy to help me out by adding the songs to my purchased queue, with only one caveat – that I wouldn’t be able to do this again. Obviously I don’t think I’ll need to, but it was great to see that calling in a big favor like this was something that I didn’t get a negative response to. Now I wouldn’t go around exploiting this or anything, but I would keep it in mind that, at least in my product and service experience, many of the folks at Apple / iTunes are fully aware of the value of a customer.

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  • Phil D. Graves
    The problem is, when a company, person or entity does something nice for you that is outside of the policy manual, the less you publicise the EXACT details, the better.

    Now I want that level of service, and so does everyone else who misplaces an IPod. The favor that Apple just did for you is now going to be expected by everyone reading this... And according to earlier entries, that could be a lot of people.

    If you want to give them credit for a good dead, more on the 'way to gos' and less on the let me tell you exactly what I received so you can demand the same.

    But that is just my opinion - someone who sees every Giants home game by tipping the ticket taker $50 to let me in the gate. The ticket taker I am speaking about is outside of section "A" and goes by the name of Joan. --- humm I wonder if there will be a crowd on Sunday?
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