As part of my review of the iPhone 3.0 software upgrade, I tested
the remote wipe feature. It worked great and turned my iPhone into a
brick. Unfortunately, the restore process didn’t fare as well, but the
failure did give me an opportunity to experience Apple customer support.
First off, I have to admit that I didn't buy AppleCare for my phone.
I didn't cover my first iPhone handset, either, much to my chagrin. I
had dropped that unit one too many times and caused the touch sensor on
the lower third of the screen to fail. When I took that handset to the
Apple Store to see what could be done, I was told, basically,
nothing--except buy a new phone. I did just that, and iPhone No. 2 was
the one I tested the software upgrade on.
With some trepidation (or, fear of having to buy yet another new
phone), I returned to the Apple store in Emeryville, Calif., with my
living but comatose iPhone.
Keep in mind that I showed up at 6 p.m. on Wednesday, June 17, the
very day that Version 3.0 of the software was released--without an
appointment and with no AppleCare.
The Genius Bar looked like the emergency room waiting room with
people stacked up against the wall, most cradling dead or dying
MacBooks in their arms. I was not feeling good about my chances.
I logged into the appointment center and was offered an appointment
on Saturday afternoon. No way could I be without a phone for that long,
so I meekly asked an Apple floor walker if there was any way to stand
by for help. After telling me that my chances were next to nil, the
floor walker broke the first rule of low-cost tech support: He asked
what was wrong.
I almost felt bad, taking advantage of this lifeline, but this is
was my iPhone that was on the fritz. I needed it back online, or I
needed a new replacement, that night. I explained that I had used
remote wipe and that the restore process from my home PC wasn't working.
After spending a couple of minutes trying to get my phone to reboot
to factory defaults, John (not his real name) broke another support
rule: He asked if I could wait for a second while he showed the device
to someone.
I almost passed out.
John took my phone and disappeared behind the magic silver door that
led to where the geniuses live when they are not working the bar. A few
minutes later, John emerged.
John was holding an old MacBook and a sync cord. He set my phone up
on the MacBook and started the restore process (he called it
"restricting," a nice play on "reset" and "destruct"). He left me to
supervise the process while he went back to selling massively
over-priced Mac accessories.
I was dumbfounded.
John didn't ask for my driver's license to hold. He didn't make me
sign anything. He didn't make me fill out a trouble ticket. Nothing. He
just helped me get my iPhone back online. On one of the busiest days of
the Mac year (the day the 3.0 software was released and the release of
the iPhone 3G S only days away), I was up and running after
intentionally killing my phone. All in less than a half-hour.
So, here's to John, who broke the rules and made a return customer
very happy--so happy that I will most definitely consider paying the
premium price for another Apple iPhone when the time comes to retire my
current unit.
I should note that John did not know that I work for a major tech
publication. He did what he would do for any customer walking in off
the street.
Pretty impressive.
Technical Director Cameron Sturdevant can be reached at csturdevant@eweek.com.
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