Now an Apple Customer Forever

by Barry Moltz on July 6, 2011

My first job out of college was with IBM.  I didn’t buy an Apple product until the iPod came out. After this last week, I am not sure I will ever own anything but an Apple product.

I have owned an iPad 1 and an iPad 2.  I enjoy traveling with them.  Last week, a cousin visiting dropped the iPad 2 outside (on concrete) and the screen smashed.  Gulp!  This iPad was about 3 months old.  My son took it to the Apple store to find out our options for replacing the screen. To my surprise, they gave him a brand new iPad 2!

Now I have blogged about great customer service before, but this went above and beyond what I thought was possible.

With this trade, Apple accomplished:

1. Me telling this customer service story no matter where I go in person and on social media, and

2. Ensuring I will be their customer forever!  In fact, I now still own the only non Apple product in my house (a Dell desktop).

This is truly marketing lagniappe!

{ 5 comments… read them below or add one }

delhiboy (@ajmanik) July 6, 2011 at 9:34 pm

People think that Apple just ‘got lucky’ with the iPod/iPad/iPhone etc. They have been doing this forever. They make one customer for life, at a time. And those customers ‘evangelize’ till they are blue in the face.

This was their ONLY marketing ‘strategy’ for donkey’s years. And yes, there was a time when ‘Apple Marketing’ was considered an oxymoron. Not too long ago either :-)

Tori July 7, 2011 at 10:18 am

As an avid apple user, I had an opposite experience. I had an ipad2, less than 2 weeks old, and the screen shattered. I do not live by an apple store so I had to call them to ask options and was told I’d have to pay $300 to fix it. I them I know plenty of folks who waltz into the store and trade it out, but they said it’s not policy. Stinks that I was penalized for living 3 hours from the nearest store. :(

Luckily, the navy exchange i bought it from gave us insurance and replaced the glass for free. But it took 3 weeks. Still, glad I had a backup plan. This was the only time I was ever disappointed with apple.

Barry Moltz July 7, 2011 at 10:24 am

Tori- agreed, this inconsistent policy is not a good thing either!

phil grinstead July 11, 2011 at 5:06 pm

I agree with you wholeheartedly. Every time I enter an Apple store I am treated wonderfully, whether I purchase something or not. Their Genius Bar is a genius idea; think of it – free tech support if you can articulate your problem. It killed me to buy an iPhone (IBM again) but I couldn’t be happier. Still use a Lenovo, though. Can”t break that habit.

Barry Moltz July 12, 2011 at 4:02 pm

Phil, if I can make the change to Apple, you can too!

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