It’s the little things ⇒

February 20th, 2011 by

At work, we have a lot of discussions about iOS vs Android and what their strategies are that will make them successful and yesterday I had an experience that made me wonder what people should think about when they choose between an iPhone and a Blackberry/Android phone.

Don't get me wrong, I think there are many great Android phones out there (I think RIM is done as a competitor) and the more competition out there, the better for everyone. However, there is one thing that Apple has done that I believe gives them a leg up: their retail stores.

I have had my iPhone since November '09 and Christine got hers March '10. Since then we have had two manufacturing issues and one user-caused issue. Every time I got the issues resolved, I was immensely impressed with the timeline:

Issue #1:

  1. make an Genius Bar appointment
  2. show up and get service ahead of schedule
  3. ten minutes later, walk out with new iPhone, already activated and working

Issue #2:

  1. show up at Apple Store
  2. get service within 10 minutes
  3. ten minutes later walk out with new, activated iPhone

Issue #3 (this one was my fault...stupid shattered glass screen)

  1. go to nearest Apple Store (different than the 1st two issues
  2. get service within 10 minutes
  3. they replace the screen in 10 minutes (I still have to pay for it) and I walk out with a working phone

Every time I got nearly immediate service and the staff was great. If I had an Android phone, could I get service like that? There's no way a Telus store, or Wireless Wave or whatever would provide that level of service. I bet I would have to give them my phone and maybe, maybe they'd give me a loaner. Then I'd have to wait for days for it to be fixed.

I was already mad at myself and having to wait for service would have made even more mad at myself.

Apple stuff is more expensive, for sure, but that is the kind of service I am willing to pay for. Going that extra step keeps me as a customer for a long time. Will any other mobile companies/computer companies do that?

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