Three weeks of pain will get you an iPod

Posted Sep. 30, ’07, 8:28 PM PT by Derik DeLong

Category | Troubleshooting

Sometimes it actually pays off to email the big guy directly. Ben Gray got a free iPod for a series of problems he’s had with the iMac he’s ordered. Over the course of three weeks, he got two defective units and one with an improper amount of RAM. Naturally, this was a big inconvenience and he emailed Steve Jobs himself (at sjob@apple.com) about his issues. Ben even posted the email.

Within two days, someone out of Steve Jobs office contacted him.

No, I’m not kidding. A personal representative from the office of Steve Jobs called me today on my cell phone (I put my cell phone number as contact information in the email I sent Steve two days ago).

The fellow said that he was going to be my personal contact at Apple until I received an iMac that met my expectations. He told me that he was now actively tracking my iMac (as was I) and extended sincere apologies from Apple, emphasizing that this kind of experience was well below their standard.

The rep then offered up an iPod for his troubles (nano or shuffle) and, get this, gave him a direct phone number to contact him (no extensions or anything). While this isn’t representative of Apple’s customer service in total, it’s a real feel good story. I will note though, that some time ago, I got a free copy of iLife because my order of the Tiger was delayed. I had to call them for it and I didn’t get a direct number, but I still felt I came out ahead.