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Steve Jobs saves WWDC for me

tedlee.net — With all the horror stories of bad customer service, here's a story with a happy ending. Steve Jobs answers the call of a student developer who's having issues with a Macbook repair, and is in danger of not having his machine back for WWDC.

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  • kallgaier, on 10/12/2007, -15/+48I had a similar thing happen to me. I was excited about it at first, but later found out that Steve has a whole slew of "personal assistants". How do I know? Steve's "personal asisstant" told me. In fact, he said he's never even met Steve. He reports to someone else that reports to someone else that reports to Steve.

    Congrats on getting your MacBook back though!!

    Bye the way, I love that Apple does this.
    • Nobi-Wan, on 10/12/2007, -14/+9Ohhh!! Looks like another nail in Sony's coffin!

      Oops, sorry that was an automatic digg response.
    • flag564, on 10/12/2007, -8/+1What a bunch of gay BS. Are we supposed to see Jobs as some sort of godly saint now?

      What about when his goons made that 9-year-old cry by telling her never to write suggestions to them?
  • Ireland, on 10/12/2007, -31/+4This story is great and all, but where's his 10 iPod's and his $10,000 ITMS card? ;)
  • mdweaver7485, on 10/12/2007, -69/+10So much better than this version, my struggle with Acer Support

    http://mdweaver.blogspot.com/2006/07/acer-woes.html
  • mdweaver7485, on 10/12/2007, -55/+23Thats quite an excellent story and reassuring that moving to the Apple world for my next purchase is the right decision. After having a terrible support incident with acer http://mdweaver.blogspot.com/2006/07/acer-woes.html it is nice to see examples of good customer service.

    PS Do you think Steve sends Macbook's to victims of bad service by other companies?
    • short_man, on 10/12/2007, -8/+52dont post it twice.
    • davidmoore83uk, on 10/12/2007, -25/+2steve doesn't even send laptops to customers who have had bad laptops from him!

      See my site:

      http://www.davidjmoore.com/wordpress/the-apple-macbook-saga/
    • KrocCamen, on 10/12/2007, -17/+3Wish I could get some of that love. I've had four faults in four months and a service nightmare.
      http://camendesign.blogspot.com/2006/07/dont-buy-macbook-pro.html
    • 5thfreedom, on 10/12/2007, -9/+32You guys think you have it bad? My wife left me, my dog died, I lost my job, and my Dell laptop blew up. Help me Steve!!!!!!!1

      Read about it @ http://pathetic.blog.com/wife_left_dog_died_lost_job_laptop_exploded.html
    • 5thfreedom, on 10/12/2007, -12/+7BTW, that is not my blog, as a matter of fact, I had no idea it even existed until I clicked my own made-up link. Pathetic indeed.
    • mdweaver7485, on 10/12/2007, -6/+1the edit feature had closed i provided more information. it wasnt a double post.
    • noeljohnhoward, on 10/12/2007, -3/+8Why is it that everytime somebody has a bad experiance with a product or a company, they have to write a story about it. And make it all dramatic: "The macbook Saga", "the last tempatation of the vaio" etc.

      and then they force the stories apon us like a salesman fromm the 50s whos trying to sell razors to keep his little blonde 3 year old and narcolyptic wife happy and with him. But ah! he cant sell any razors, cuz their ***** generic razors that are not worth the price.

      ITS SPAM!
      WE DONT CARE!
    • noeljohnhoward, on 10/12/2007, -1/+6but this story is nice :)
  • saltydog4791, on 10/12/2007, -23/+1Wow, considering their just announced stock options crisis you would think he would be kinda too busy to deal with this?!!?!?
    • Chaulis, on 10/12/2007, -1/+11The number one thing in business is the people. With out the people the stock crisis cant be solved, and with out good PR the people won't be there.
  • Migdilio, on 10/12/2007, -10/+5::Contemplates doing intentional harm to own iBook so as to have it sent in for repairs so as to email Steve Jobs so as to make Steve Jobs laugh so as to tell all of his friends he made Steve Jobs laugh so as be the shining, quintessential object of envy among said friends::
  • dohidied, on 10/12/2007, -1/+26I wonder what Steve would do for me if I told him the joke about a priest, a rabbi, and Bill Gates.
    • cmyk, on 10/12/2007, -1/+2So a priest, a rabbi, and Bill Gates are waiting to get in to heaven, and the priest walks up to the angel and asks if his name is written within the Book of Life. With a thunderous voice the angel replies...
  • victorminC, on 10/12/2007, -2/+6While this story shows how Steve himself cares about his customers, imagine if every single Apple customer sends an e-mail to Steve whenever they have a problem with Apple Support, you'll know why although "human being" and "fish" can co-exist, "good service" and "high workload" cannot.
  • saturnring, on 10/12/2007, -4/+10If this story is true, then its wonderful. The guy has every reason to smile, he made Steve laugh. nice human touch there by Steve to acknowledge the humor. If only he did something similar to sort out my Macbook discoloration issue!
    • cazabam, on 10/12/2007, -2/+7Take it to an Apple store. My local store is replacing the keyboard top case on any macbook brought in exhibiting the issue, even if it's not the primary reason for the visit.
    • aptmunich, on 10/12/2007, -3/+7It is true: I sent a similar email after a bad iPod experience. I was later contacted by a senior customer care representative who instructed apple germany to "find an acceptable solution" i.e. in my case a refurbished 20GB 3gen iPod for my twice broken 2nd gen 10GB model.
    • clodhopper06, on 10/12/2007, -1/+1Applecare just took wonderful care of me after I called to get my discoloration problems fixed. They first asked if I tried cleaning it per the instructions in the manual and I told them that I had. They sent me an empty box will all the packing material inside that would hold the macbook snugly and I shipped it off. It arrived a few hours later (overnight) and was repaired in one day and sent back again overnight so I was only without my computer for about 2.5 days. Just call them within your complimentary 3 month phone support time, and they will fix it.
  • saturnring, on 10/12/2007, -29/+5did the story say 'student developer'?? read the story again, the guy says he just turned 36!
    • Dochtuir, on 10/12/2007, -2/+53I didn't realise the title of 'Student' came with an age limit
    • prockcore, on 10/12/2007, -47/+9It does.. after 25, Student turns into Deadbeat.
    • tvashtar, on 10/12/2007, -3/+42@prockcore You *****, Normally I pass over comments like yours but I just can't this time. Did it ever occur to you that there are lots and lots of people who never got the chance, *the gift*, of a third level education when they were young? I smile inside when I see mature students, it is the most wonderful thing to see people who were denied a chance at education in their youth due to financial trouble or family issues getting a chance at self betterment, but someone like you always has to naysay.
      My own mother was working to support her family from the age of 16, she never even got a chance to finish secondary school and for the last thirty years money issues kept her away from finishing out her education and getting chances that too many people take for granted nowadays - but now thirty five years after she had to leave school she's starting a degree course and I couldn't be happier or more proud of her. Keep your cynicism and smart ass comments to yourself.
    • kolywater, on 10/12/2007, -1/+30ya prockcore, all those 29 year old medical students sure are deadbeats.

      after all, how hard is it to learn neurosurgery? should only take 'em like 2 years after undergraduate college, right? after 25 they are TOTALLY just wasting their 25k a year.

      /sarcasm

    • BrianCarlstrom, on 10/12/2007, -2/+5Hmm, I'm a 33 year old student developer and not a deadbeat. In fact, I have a wife and soon will have three children. I happened to work before going back to grad school. While a few grad students might be described as deadbeats, using school to avoid real life, many have far more interesting stories. Several with me at Stanford in the computer science department have come back from startups such as VMWare, working at one of the national labs, or even after running hedge funds.

      I'm only reading this article because of my lousy experience with AppleCare, it took me two months to get a dead PowerMac G5 replaced. They made 5 on-site service calls (at $150 a pop according to the subcontracted service man). On two of the 5 calls, they sent the physically wrong part for my machine (and underpowered power supply and a motherboard with the wrong number of memory slots).

      After a month, they wanted me to bring it in for service, I said no way and held out until they offered a replacement. (I did offer to take it to Steve's house in Palto Alto, but the support person in Austin, TX didn't understand that I meant that Steve Jobs house was about as close to me as the nearest service center).

      This all started in early June and now its early August and the last paperwork for the AppleCare enrollment of the new machine was just taken care of in early August! What a waste of time.

      I've never had that kind of problem with any of the many Dell machines I care for...

      So if I a student at 33, I wouldn't be dealing with deadbeat AppleCare...

    • matt0ne, on 10/12/2007, -0/+2Its a joke! And i thought it was funny
  • macgabriel87, on 10/12/2007, -10/+3whats odd about this story is the ebay part. if he's a student developer, programmer and probably mac geek, doesn't he know about the 14 day money back offer from the apple store? maybe he forgot about the refund or maybe this story isn't truly legit.
    • aptmunich, on 10/12/2007, -1/+7Maybe he doesn't want to pay a restocking fee (which I believe they do charge on all "new" proucts or just doesn't like ripping companies off like that...
    • henryaj, on 10/12/2007, -0/+2Can you return it if the box has been opened and the laptop used? Usually return policies stipulate that the item must still be sealed in its box.
    • ChuyMatt, on 10/12/2007, -2/+2I had a bad Mobo on my powerbook and they switched it out for me. 32 days after buying.
    • panique, on 10/12/2007, -0/+2I'm guessing he prefers to keep a clean conscience than commit "Return Fraud", as you suggest.
  • theprez, on 10/12/2007, -1/+6Kind of hard to believe, but awesome. I remember feeling important when the director of my university "personally" emailed me asking about a compatability issue with his PowerBook and a Logitech mouse. Then I found out it was his assistant who does all his emails and "signs" with the director's name. Lame.
    • ccheath, on 10/12/2007, -0/+1not to stick up for suits, but in that situation i need more info before passing judgement. It depends if the problem was with 'her' computer and mouse or not. If it was for the prez's computer then ok, but if it wasn't then that's a serious ethical issue that she's got there.
  • jer.williams, on 10/12/2007, -2/+29It's worth mentioning that a baseline ticket to the WWDC is $1,595, just to get in the door. To get in with all the fixings it's $3,500. This guy is an Apple developer, so while this story is extraordinary it's not a simple case of a dude with a broken laptop -- it's apple supporting its own.
    • Battlecry, on 10/12/2007, -0/+12I was wondering why the guy was willing to go out and buy a new mac just to have something at a conference. Your comment put everything in perspective for me.
    • davidmoore83uk, on 10/12/2007, -29/+1Sorry but i am an Apple Developer and Apple aint helping its own in my case:

      http://www.davidjmoore.com/wordpress/the-apple-macbook-saga/
    • CannedCorn, on 10/12/2007, -3/+18davidmore stop plugging your terrible blog jerkass
    • gooru, on 10/12/2007, -0/+3In relation to that, I was at WWDC once without a working laptop (the airport cable in my iBook had frayed making wireless unusable), and it SUCKED! Every single person is on their laptops pecking away, surfing, programming, etc., and I was stuck listening to the presentations and unable to download demos and whatnot. I definitely would've taken the hit, too, and bought myself a laptop if I'd had any money.
  • heybrafu, on 10/12/2007, -50/+8so much sh*t about this story doesnt make any sense and its a f*cking shocker that i even read digg.f*cku anymore. first off mdweaver7485 pisses the sh*t out of me for promoting his own blog... what a f*g

    then this quote, "We often hear horror stories of horrible customer service, so I thought I would share this story about excellent customer service."

    he said earlier in the post about how pissed he was at apple for not delivering his laptop before wwdc, now he's f*cking praising apple because they did what the originally promised to do?! this sh*t shouldn't have even made digg but it does and it p*sses (do i even need to edit the word piss anymore or is that socially acceptalbe?!) me off

    and all of you f*gs for commenting on the story, especailly this comment,

    "If this story is true, then its wonderful. The guy has every reason to smile, he made Steve laugh. nice human touch there by Steve to acknowledge the humor. If only he did something similar to sort out my Macbook discoloration issue!"

    and hey sorry saturnring for picking you out of the ***** highEnas (dont know how to f*cking spell) but come on

    that comment is worthless, like every comment, it has no point, it has no critisism, it has nothign, but a waste of time comment and and waste of my time for reading it then F*CKING COMMENTING ON IT what is wrong with me

    wow i think thats it, done finished with my rant, so go ahead "digg" me down (and i swear to god if i ever find out that ***** webster has considered "digg" to be a new word i will cut off my left ear) so no one will read it. i have never commented before because you f*gs have 200 comments within the first 5 minutes and no one would read it anyways.

    hey by the way you "internet comment editers" i edited every single f^cking cuss word in this comment so f*ck you
    • grendel20, on 10/12/2007, -0/+9If you didn't cuss so much you might be taken more seriously.
    • numptydumpty, on 10/12/2007, -0/+13wow, that's some good ranting... i hope you don't have high blood pressure.
    • notorious., on 10/12/2007, -3/+6wow.
    • themacx, on 10/12/2007, -4/+8and what system do you run? Windows Rant XL? just let it all out on girlfriend next time so we don't have to read about your frustrations. ;p
    • wmoisis, on 10/12/2007, -1/+20Go back to Netscape.
    • luxx, on 10/12/2007, -0/+9you missed one....6th paragraph
    • Marthinus, on 10/12/2007, -1/+4:) ha ha very funny, you did do this whole comment as comic relief right? I mean you should have passed out by paragraph 3 from high blood pressure or maybe you became light headed because of it, that will explain the rest of your comment.

      I am betting you keyboard is wet from all the froth that formed around your mouth while typing this comment, so it is of to the repair services for you then, and maybe the doctor for a refill of that prescription drugs of yours.
    • OnymousHero, on 10/12/2007, -4/+10***** piss ***** fag.

      There you go, you're on the internets now - you don't need to censor your words as if you were 11....oh wait you ARE 11.

      Never mind...
    • Battlecry, on 10/12/2007, -1/+7I'm looking forward to this guy cutting off his own ear.
    • nofxjunkee, on 10/12/2007, -0/+18I'm torn between blocking him for being an idiot, and keeping him around for future entertainment!
    • Brennan, on 10/12/2007, -0/+1Best comment on digg ever.
  • Bozster, on 10/12/2007, -4/+4heybrafu, you need some serious anger management therapy my friend. You are a disaster waiting to happen.
  • heybrafu, on 10/12/2007, -13/+3"If you didn't cuss so much you might be taken more seriously."

    hey grendel20 your right, i thought the same thing about 2 minutes after i commented but then again im drunk and dont give a...... crap.

    ahah
  • grahamo, on 10/12/2007, -9/+3This dude totally works for Apple.
  • emeidi, on 10/12/2007, -8/+3This story sounds weird - can it be true after all?
  • heybrafu, on 10/12/2007, -13/+3":) ha ha very funny, you did do this whole comment as comic relief right? I mean you should have passed out by paragraph 3 from high blood pressure or maybe you became light headed because of it, that will explain the rest of your comment.

    I am betting you keyboard is wet from all the froth that formed around your mouth while typing this comment, so it is of to the repair services for you then, and maybe the doctor for a refill of that prescription drugs of yours."



    what a gay comment, hey here's my rant back -----

    i thought first how can i make this f+g look like a f*g so i looked up the word "froth" because i hadn't heard it and thought i could catch you on a grammar mistake and that ***** always makes you look smarter on the internet....

    but no "froth" made perfect sense within the context so good job,

    and then you make that gay comment about prescription drugs because ohhh yes anyone that doesnt like digg, respect digg, praise digg, must be on drugs right? well besides the constant inflow of alcohol and marijuana i think i am perfectly clean....

    so now what i must be right... right?

    thats right i am right..... f*g

    (and hey is it just me or is this code in the image below incredibly hard to read?
    • LaTechTech, on 10/12/2007, -2/+2heybrafu, are you from Louisiana?

      http://www.gumbopages.com/yatspeak.html#sweats
      BRA - A form of address for men, usually one with whom you are not acquainted. Usually used in this manner: "Say, bra ..." The preferred term of address of SWEATS.
      SWEATS - A sub-species of New Orleanian; early teens to late 40s, even, with unkempt appearance, dirty hair, heavy metal or biker t-shirts, droopy-eyed, low-intelligence, usually stoned, occasionally hostile. Preferred term of address, "Say, bra ..." Other terms for sweats, depending on your generation and neighborhood, are "loads" or "say-bras". In my day they were known to be fond of Cheech 'n Chong (which they pronounce CHEEK an' Chong) movies at the Chalmette, Lake Forest Plaza and Village Aurora Cinemas. Prone to ask brilliant questions like, "Say bra ... what time da midnight movie starts?" (This question was once actually asked of me, back when it was my lot in life to have been an usher at the Village Aurora Cinema in Algiers. You can't make stuff like this up. And a new one was contributed by Gumbo Pages reader Larry Beron: "A friend of mine went to the Rally's at Vets and Bonnabel in Metairie and overheard the driver of the car ahead of him ask the drive-up clerk, 'Say bra ... how many meats y'all put on them double-cheeseburgers?'")


  • farqueue, on 10/12/2007, -2/+1u licked him :)
  • foovo, on 10/12/2007, -4/+3A story with a happy but disturbing ending would be if Steve sent him the tech's severed balls in a little jar of formalin. Then I might believe that the real Steve was involved. As it was, the guy got a letter from "Santa's helper".
  • serpicolugnut, on 10/12/2007, -2/+21For those who brought it up... Yes, the story is 100% true. Regarding the Macbook, it was opened (as I didn't get the call from Apple until the afternoon), so retrurning it would result in a 10% restocking fee. That would be $149 I would be out. Selling it on eBay will probably close that gap. I have a few friends who are interested too, so maybe I'll be spared the whole eBay experience.

    No, I don't work for Apple. As much as I'd love to, I'm not a west coast kind of guy,and their east coast opportunitites are pretty much limited to retail, which I'm not in to.

    And yes, I'm 36 and a student. I spent my 20's actually working for a living in the graphic design field. I was making more money in my 20's than all my friends with college degrees (some were even lawyers), so I didn't see the need for a degree. After the tech bubble burst in 2002, jobs became harder to find for those without degrees, so I decided to bite the bullet and go back to school.

    For those who look down on people getting their degree later in life, ask yourself this. What kind of grades did you get in school, when all you had in your life was school, friends and maybe a part time job? I'm working a full time, 40+ hour/week job, have a family, have side/freelance work, and am still taking a full time students load, and carrying a 3.97 GPA. Of course, I have no social life, but that will return soon after graduation.
  • serpicolugnut, on 10/12/2007, -2/+9I have considered the likelihood that Steve didn't read the letter. His assistant could have just been trying to soften the situation when he told me Steve liked the line. Either way, it makes little difference to me. The guy works for Steve, and the email went to Steve's mailbox. So either way, Steve was either directly/indirectly involved.

    And I did consider that anyone who was attached to my ticket might feel the wrath of Steve. I hope that's not the case. While those involved didn't have the answers for me, they were courteous, professional and as helpful as they could be. I'm sure they hear every excuse in the book why someone needs to get their laptop back by a certain date. I did make a point to tell his assistant that. My email to them wasn't a rant against any person at Apple, just a plea to help me cut through the red tape and get my Macbook Pro back in time for WWDC. And that's exactly what they did.
    • DumpsterAlien, on 10/12/2007, -12/+1No one is interested any more.
  • trieste, on 10/12/2007, -3/+11"His assistant also mentioned that Steve found my line about 'going to WWDC without a laptop is like going to war with a bannana'".

    That is so cruel. Steve mocking you for your inability to spell banana.

    Steve (to his assistant) "Get the poor kid his laptop. The 'special' bus is taking him to WWDC"

    Steve Jobs - I hate him!!
    • grahamo, on 10/12/2007, -8/+3Look, yesterday morning I bought a new laptop and the plug wasn't correctly fixed. I opened the box as quickly as I could and went to plug it in. Just as soon as I saw the faulty cable, there was a knock on the door. Who was it but only bill gates himself. He was ever so nice. Left me an extra plug and a customer care pack with free mousepad. I was euphoric. He's coming back tomorrow afternoon to make sure nothing has crashed in the interim. so far so good.

      It's true, I can prove it because I've been to university and I have a degree which i earned as an old man way back in my thirties and if you don't believe me then maybe you should call Bill directly. So there. Now everybody back to work, those leaks are crashing the servers and we need those BTS reports by 3pm.


  • DJFMA, on 10/12/2007, -3/+5This just shows that apple support really IS bad. They promised dates they could not meet. Then it took the CEO of the company to make them do it. A good customer service center should not have to be told what to do... especially by the top gun.
  • robb.monn, on 10/12/2007, -1/+2Steve Jobs has emailed me back twice. I'm pretty convinced it was him both times. The emails were both very short. I think once he wrote 'wait until summer' and another time 'don't worry.' I kind of doubt that an assistant would write things like that.

    I also spoke to him on the phone once in 1999 when he called my old company about a problem he was having with a cookie our site delivered. He was using OpenStep on an Intel laptop. We was very quiet and was grateful when we cooked up a fix for him.
  • hexix, on 10/12/2007, -0/+3"We often hear horror stories of horrible customer service, so I thought I would share this story about excellent customer service. I believe the key in any customer service crisis (if you are the customer), is to keep a level head, don’t get nasty, and get your crisis as far up the food chain as possible to someone who can cut through the red tape."

    Uh hu. This is good customer service? You need to shoot of an email to Apple's executive team and hope to god that it makes its way all the way up the ranks to Steve Jobs? How about buying from a company that doesn't put their customers through all the red tape to begin with?

    I am an Apple user myself. Although I love the products, I've always been peeved when people try to pump up their customer service as something special. I've had to deal with Apple's customer service. It sucks just like most companies.
  • OneAMCoffee, on 10/12/2007, -1/+0I guess it may not happen to everyone but at least it shows they are listenings, even if it might just be a PR stunt.
  • JonForTheWin, on 10/12/2007, -5/+2Alright, now I'd like to see him fix all the horribly applied thermal compound in the MacBooks, address the thousands of other MacBook issues. . .

    Then reimburse me for the iPod I payed $ 500 for where the hard disk failed a month after the end of the warranty and the battery failed half a year after the class-action lawsuit that I wasn't even aware of ended.

    Remember this when you think of steve jobs, the nazis had propoganda too!
    • felchdonkey, on 10/12/2007, -0/+3and the Godwin award for this thread goes to... JonForThe Win!
  • samdu, on 10/12/2007, -0/+1Now, if Steve could drop a bug in the support department's ear about getting me MY MacBook back... I've been without it for a week now. The repair (new logic board to address the random shutdown issue) was supposed to take less than three days. And I'm really starting to miss the machine.
  • jefferson, on 10/12/2007, -5/+5how to make the front page

    1.Write a story about apple
    2.Wait

    If macs were so friggin great dont you think everyone would have one by now? Jobsovah Witnesses!
    • samdu, on 10/12/2007, -6/+4Because the best technology NEVER loses out to inferior technology...
    • jefferson, on 10/12/2007, -2/+1really then why am i not driving an electric car living in a solar powered house?
    • thegreyfox, on 10/12/2007, -2/+3Maybe because you cannot afford it.
    • vprice509, on 10/12/2007, -7/+4Try a Mac for 90 days, then come back and tell us all about how it sucks.
    • Airspeeder, on 10/12/2007, -1/+1"Because the best technology NEVER loses out to inferior technology..."

      Yes, it does. All the time in fact. Look at the gaming industry...
    • jefferson, on 10/12/2007, -1/+1dude i have a mac a g4 power book and it sucks! The keyboard sucks, its hot as *****, everything about it is expensive its got screen filicker, it shorts out, the friggin track pad sucks why was there no scroll on those things, not having a right click button is the stupidest frigin thing ever and i mean ever, the wireless reception is ***** cause of the design and there is nothing i cannot do faster better and for free on linux, or windows.

      I also have an hp laptop running windows xp pro and its been pretty good but my main machine runs Fedora Core 5 and its solid as a rock not a single lockup or forced restart yet!

      Now go try Suse or Fedora Core 5 or wait for 6, or even get the ubuntu boot disk try linux and come back and talk to me.

      ps 90 days 90 friggin days are you kidding if it takes 90 days to get to be able to use a new os that should tell you right there how ***** it is.
  • mattp, on 10/12/2007, -1/+3Anyone got a mirror? Or can anyone post the content here?

    Digg effect again.
  • vprice509, on 10/12/2007, -3/+1Yes, Virginia...
  • kickban, on 10/12/2007, -1/+2It's highly unlikely that in Steve Jobs' busy schedule, he would want to personally attend to an RMA case for anyone, regardless of how funny an individual tries to make his case. There is a chain of command, and I don't see how how this particular RMA case in a sea of RMA cases get the attention of the top man in the company. I smell traffic diversion to the blog site for that affiliate marketing advert.
    • rufo, on 10/12/2007, -1/+1I'd say it's fairly likely - there are other stories of people writing to SJ and getting a repair escalated or a personal response. More then likely he has his assistants go through his mail and they pick out what to present to him, so I'd almost be more inclined to thank the assistant then Jobs.
    • panique, on 10/12/2007, -1/+1Actually, rufo, from what I understand that is the specific function of the "Executive Relations" staff at Apple, to escalate straight to the top any customer issues where the company has done wrong or has the ability to keep a customer from getting screwed like this.
  • Zoglog, on 10/12/2007, -1/+2Yes and one person is everyone else amirite? Lame vanity blog.........
  • noseeme, on 10/12/2007, -1/+2He's the dreamiest!!!
  • G5geek, on 10/12/2007, -0/+2Its good to see that in this modern world where cutomer service is somthing of the past, that you can still see a glimmer of hope. (at least once in a while)
  • bmc2010, on 10/12/2007, -0/+1Wow, that's awesome.
  • SpiralMH, on 10/12/2007, -0/+1anyone have a mirror for the site? the link is dead.
  • bbene, on 10/12/2007, -0/+5Mirror:
    http://www.tedlee.net.nyud.net:8090/2006/08/03/when-bad-customer-service-turns-good/
  • mrberns, on 10/12/2007, -0/+1mirror not working.
  • serpicolugnut, on 10/12/2007, -0/+2Update on the situation. Got the Macbook Pro back this morning, and all is well. They replaced the MLB, two heat sensors, and the hard drive. So essentially under the hood it's an entirely new computer.

    The assistant called me tonight around 7PM to make sure everything was received OK, and that the machine was fixed to my satisfaction.

    And to the person who asked, no, I don't think SJ sits around reading RMA emails all day. The only reason I thought that emailing him and the other address I tried would work was because my friend got resolution to his issue back in February by doing the same thing. In his case, he received an email from SJ directly.
  • Rudy69, on 10/12/2007, -0/+0too bad mine was supposed to get "looked at" before the end of the week and when i called in today i was told they still didnt look at it (they received it last friday, so they've had it for a week)
  • serpicolugnut, on 10/12/2007, -0/+0I feel for you Rudy. I've owned numerous Apple laptops (I think this is my 8th or 9th), and this was the 3rd that needed a repair. My first repair was on a G4/400 Titanium for a faulty DVD drive. That took 3 days and was very impressive on it's turn around.

    The second was on a G4/Aluminum 1.25ghz 15". It was a refurb I had bought, and it was in the shop twice before I got rid of it. The second repair took 3 weeks because they were waiting on a part.

    This one tallied just about 2 weeks. Their online system is a joke. The status descriptions are cryptic and give you no indication of whats going on. If you want the real scoop, call and talk to a human being.
  • digghotdog, on 10/12/2007, -0/+1So the truth behind this story is that anyone who want their apple product in RMA to return on time MUST CONTACT STEVE JOBS PERSONALLY!

    Isn't it?

    Think about it...
  • scr33ch, on 10/12/2007, -0/+1All I know is, I sent my MBP in a week ago today, and I'm still without my system. I need it dearly.
  •  

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