— April 14, 2011 —
By Tobin Harris
One of our iMacs has been playing up by turning itself off at random times. Annoying when you’re in the middle of something.
Chris phoned the Sheffield Apple store at about 10am this morning to report the problem. The conversation lasted about 3 minutes.
Within that time they’d diagnosed the problem and informed us a replacement would be with us within the next 3 hours.
WTF! 3 hours?
We were expecting 2 days at least, and a reasonably large dose of hassle.
For example, we thought we might need to package up the machine into it’s box, do some paperwork, and arrange it to be couriered back to the store. And then wait for a replacement. Also, Sheffield is 40 minutes away. And our machine is custom spec. You know, all the usual faff…
At 1pm, 3 hours after the call, we got a call from reception saying we had a delivery. A cheerful dude carried in a shiny brand new iMac. The thing had even been assembled to custom spec to match the one it was replacing. And, he waited for 1 hour whilst we restored a backup, just to be sure we had everything.
After that the delivery dude merrily carried away our broken iMac. Problem solved. No faff.
To top it off, at around 3pm we got a follow up call from the Sheffield store to make sure everything was going ok.
As someone who’s running a company, it’s awe inspiring to see this level of service. It’s remarkable. Remarkable very much in a Seth Godin Purple Cow kind of way.
P.S - Sorry for the Apple fan boy post, but we’re impressed :)
