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An Architect's View

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An Architect's View

In praise of Apple customer service

April 13, 2009 · 1 Comment

So most people like to blog about how poor a company's service is. At the risk of being accused of fanboi-ism, I'd like to blog about how good Apple's iTunes Store support is. I recently bought a copy of Pavement's "Crooked Rain, Crooked Rain: LA's Desert Origins" album (awesome!) and found that tracks 20 and 21 had an audio problem: the end of track 20 and the first 30 seconds of track 21 sounded like CD skipping.I thought maybe they were corrupted during the download - maybe I was over-taxing my system and it was swapping so much it messed up the download? I reported it to Apple customer support. They replied - Hi DeLisa! - and immediately apologized and added the two songs to my pending downloads queue. Grateful, I downloaded them again, only to find that the replacement songs had exactly the same audio problem. Hmm, maybe it's a problem with the source files? I replied to DeLisa @ Apple, thanking her for making the files available, and letting her know that I now suspected the problem was at the source. She very quickly responded, again apologizing and offering me a full refund on the album. OMG! It was $20 and has 49 tracks - over two and a half hours of music - but only 40 seconds is "broken" yet Apple are giving me the entire thing for free! So, yes, I will continue to be a loyal Apple customer!

Tags: apple · personal

1 response so far ↓

  • 1 Marlene Beaudin // Aug 13, 2010 at 5:13 PM

    Just had a wonderful Apple experience. After a month and 3 tries by Apple to repair my 4 year old iBook, they OFFERED to replace it with a new macbook. All I was asking for was a refund of the roughly $300 I paid for the repair. Their comment was "you'll still be without a computer, so we will replace it with as comparable a system as possible." Smart move. I've always supported Apple--now I'm theirs for life!!

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