Wednesday, December 09, 2009

Holy Customer Service!

In keeping with my quest to bring back the music, I decided to set up an iTunes account. I was skeptical about putting my credit card number 'out there', so I came up with the idea of buying a gift card from a 'real life' store, and then using it as my payment option when setting up the account. It seemed like a great idea, until I wasn't able to make it happen.

I entered all the pertinent information, but the card was deemed invalid. I tried it a day later, and got the same response. I called the store that I bought the card from, and they assured me that they had activated it. I tried several more times, but no dice. Finally, I set up an account using my credit card, and then tried to redeem the gift card after the fact. Kinda defeated the purpose of the gift card, but I wasn't going to give up on the $25 already spent. When I attempted to redeem it, I was informed that the card was already redeemed. WTF? Great. I was already anticipating the hassle of dealing with customer support.

I sent off an e-mail, and was informed that my case would be dealt with within 48 hours. Surprisingly, it was! Somehow, probably during one of my supposed failed attempts at setting up the account with the gift card only, I managed to create an account under a different user name. This meant that I set up two accounts, one with the gift card, and one with the credit card. All in all, I would say that this was my fault. I felt stupid, and sent back a note saying, "Thanks, whoops, sorry!", and then went on to redeem the gift card. Apple done good, as far as I was concerned.

Today, I got another e-mail from the same person at Apple's customer support, thanking me for the opportunity to assist me. Then as a show of good measure, she told me that she is giving me a credit on my account for one free song download. Good measure??? Really? Wasn't I the one who messed up? Then I looked for the credit on my account, and saw that they had given me five credits! Five free songs because I'm too much of a tool to set up an account properly!

Then, I got another e-mail from another person, exclaiming that they were so pleased that they successfully sorted out this matter for me.

I was reminded of the self-satisfied doors from Hitchhikers Guide to the Galaxy:

“All the doors in this spaceship have a cheerful and sunny disposition. It is their pleasure to open for you, and their satisfaction to close again with the knowledge of a job well done.”

As the door closed behind them it became apparent that it did indeed have a satisfied sigh-like quality to it. “Hummmmmmmyummmmmmm ah!” it said.

I Got free stuff though, so I'm not complaining.


Anonymous said...

Extremely impressive customer service! What did it really cost them to make you happy (to the point you shared your satisfaction on the world wide web!)? Why is it that 99.9% of other companies don't get this very simple concept?!! I think it's time for me to dump Rogers and get an iPhone! Enjoy your songs :)

Ms. Diva said...

I'm downloading music right now!! I don't know what I would do without my itunes! Iphone is coming in Feb!!!

petite gourmand said...

If only every business had that kind of customer service...
itunes is an addictive thing- can't imagine my life without it any more.
so what song did you get?

Mac and Cheese said...

P.G., I went with the latest by Foo Fighters and some retro Snow Patrol. I've got some catching up to do.

Caroline said...

LOL, thank you for the Hitchhiker's reference! To quote the doors from the BBC series: "Glad to be of serrrrrvice!" and "We hope you enjoy your trip through this door!" Love it!

Chantal said...

That is pretty amazing. Not many companies can claim that kind of service. Isn't it awesome when it happens to you!