#1 When a customer calls us about a repair, we listen to what she says
about how she diagnosed the problem, and actually interact with her and give consideration to her findings.
#2 When we replace a defective unit, we do not provide a replacement
unit with an obsolete version of the operating system. We upgrade the
replacement product to the latest version of our software.
#3 When we replace a defective unit, we do not provide a replacement with an EARLIER serial number, meaning an older product, than the customer's product that needs repair. Instead we provide an equivalent or later product.
#4 Most Apple employees could never get a job at InterWorking Labs
because our standards are much higher. Below is the
Apple Technical Guru (unstaffed) = InterWorking Labs senior engineer
Apple Genius Bar Worker = InterWorking Labs average employee
Apple Average Employee = would never be hired at InterWorking Labs
#5 Our employees do not use cutesy names for standard
products; they never call a USB connector a "camera kit".
#6 Our employees know what a USB connector is.
#7 We do not make our customers who are covered by warranty, sign a document that describes the cost of the repair outside of the warranty period or service agreement coverage. We are grateful for our customers and their business. We believe our customers who are covered by warranty or a service agreement already understand the value of the warranty or service agreement and that's why they have it. We
fix or replace the product and return it to the customer without any editorial
#8 When InterWorking Labs customers contact us with a product problem,
we do not tell them that they can only communicate with us in a
"positive" manner. InterWorking Labs does not dictate the emotional
tone of our customers' communications.
#9 When InterWorking Labs customers return a product for repair, we do not examine all the connector openings with an otoscope to see if there is water damage. We do not believe our customers would use a network emulator or protocol tester in the shower or the bath tub.
#10 When a customer tells us that he needs to speak with someone with deeper technical knowledge to get questions answered, we find the appropriate staff engineer and arrange the communication. We do not take our lack of deep technical knowledge personally and we do not tell the customer "you are not a very nice person".
In spite of all of the above, I continue to use my replacement iPad.
Labels: Apple, genius bar, iPad