David vs Goliath: Apple vs The Blogger

Apple is a huge company, one of the biggest and most successful that the world has ever known, but that doesn't mean that its perfect.

Yes, even though Apple is the world's number one brand, the most valuable and has consistently been on top when it comes to quality and customer satisfaction, that doesn't necessarily always hold true for each and ever customer.

Take, for instance this Seattle blogger who's MacBook Pro, the model that just happened to come with that nasty old and defected 8600M NVidia graphic chip, had anything but a smooth, buttery or pleasantly satisfying experience. SettleRex's experience ended up well in the end, but it wasn't due to anything on Apple's part. He got satisfaction all right, but he got it the old hard fashion way: he fought tooth-and-nail for it in the courts, and surprisingly..... he won!

You can read of the hell that SeattleRex went through via Time, or on Rex's link, but, of course, others have had  much better experiences, just as I personally did years ago when my boy was in his terrible-two's, and as I commented on Rex's blog when I wrote:

"I’m glad to see the little guy win for a change. Truly, Apple was in the wrong here. On the other hand, years ago when my boy was two years old he decided, when I left the room, to share his kool-aid with my newly purchased iMac. It wasn’t long after that the machine’s DVD drive started to fail. I called Apple and told them exactly what had happened and the Apple Representative stated:

“Ha, ha, I’m so glad that I didn’t hear you tell me that your boy feed the machine a drink of kool, otherwise that would completely void the warranty and since I didn’t hear you say that, and your not going to repeat it, we’ll just go ahead and issue you a work order to have the machine fixed!” And so it was, but the technician kept scratching his head and saying: “Funny, the logic board was all sticky, like it had a sugar coating on it?”

In conclusion, it doesn't matter if your a large or small company, rich or poor, when it comes to customer satisfaction someone, somewhere will always have a complaint no matter what a company does, or doesn't do!  In the case of SeattleRex, well he was more than justified, but in others cases people simply are complaining for the sake of complaining.  Mind you, when it comes customer satisfaction, Apple could always do better, of course, by trying to prevent what happened to SeattleRex from ever happening in the first place.




And that's my 2 cents 4 this rainy, windy and cloudy Tuesday, May 29, 2012

David & Goliath image via: FTG