Apple Service Experience was AWESOME

apple logo As you may know, my beloved iPod touch died recently. On Sunday, April 6th, I went to plug it in to charge it, and it fried. Wouldn’t turn on or reset or anything. I poked around the support website for a bit, but I was fairly certainly I’d have to get it serviced.

I found myself wishing this had happened after Canada Day – a new Apple Store is opening up in West Edmonton Mall on July 1st, 2008. I had no choice but to fill out the service request online. It told me to expect a package with instructions in two business days, but I wasn’t going to hold my breath.

Then, on Tuesday the 8th, I received the package. Count me as surprised! The instructions were really easy to follow, so I packaged up my iPod and dropped it off at UPS later that day. I figured waiting for the replacement would take a while, so I sort of forgot about it. And of course, I traveled to San Antonio this weekend.

Less than a week later, on the afternoon of Monday the 14th, my replacement iPod touch was delivered! How’s that for turnaround time?! Of course, I didn’t get back to town until last night, so I didn’t get to restore my iPod until today.

Restoring, by the way, was dead simple. I plugged it in, registered it with my Apple account, and then chose the option to restore my previous iPod. After a few minutes I found myself with everything exactly the way it was before. And I do mean everything (well except the passcode lock, which makes sense). Even the last page I had opened in Safari reloaded!

I’ve heard some good things and some bad things about Apple’s service, but I had never needed to use it until this happened. I’m so happy to report that it was a superb experience.

Thanks Apple!

Telus Mobility Impresses

Post ImageAs you may know, my mobile phone provider is Telus Mobility. I have used them for years and for the most part, I’ve been content. Not excited, not angry, just content. I did write about some text message troubles I had back in January though, and noted:

…there was absolutely no wait time to talk to someone (minus the stupid speech recognition menu which took a couple minutes). This is a BIG improvement for Telus…normally you have to wait forever!

On Friday, I had another somewhat similar experience. My text messaging was not working as expected, so I called support. Right away I talked to a friendly lady who told me they were experiencing troubles in Alberta and B.C. with text message delivery. She connected me to network services anyway, to see if my problem was something more.

After about 15 minutes of waiting to talk to someone, I gave up. I hoped the problem was simply what the first lady had told me – temporary delays. Turns out she was right – my messages started working again late on Friday, and I started receiving a bunch of messages yesterday and today that were not delivered over the weekend.

As I walked in the door tonight around 7 PM though, it got even better! My cell rang and when I answered I was greeted by a recorded message from Telus Mobility. Turns out they were very sorry for the delay I had experienced Friday, and to apologize, they credited $5 to my account.

That’s the kind of thing that will make me a happy customer instead of a content customer. They went the extra mile. Well done Telus Mobility!

WestJet is great at the details!

Post ImageOn my recent trip to Toronto, I flew there on WestJet and back on Air Canada. I didn’t specify that arrangement, it’s just the way our travel agent ended up booking the trip. From now on though, I think I’ll specify WestJet. I think I have preferred WestJet to Air Canada for quite some time now, but it wasn’t until this last trip that I actually reflected on why. I think it’s because WestJet does a better job of the details than Air Canada, you know, the little things.

Don’t get me wrong, there’s lots of other reasons that WestJet is better. You know, lower price, a TV in front of every seat, no business class (as far as I know), and well, they are almost always on time. Even on this last trip our WestJet flight arrived on time while the Air Canada flight was late – a good half hour late. Despite these things however, I think the details are more important:

  • WestJet flights have normal headphone jacks! There’s a reason I have expensive, noise-cancelling headphones, and I can use them on WestJet. Air Canada, for some reason, does not have standard headphone jacks meaning you have to use their crappy ones.
  • Ever laugh on an Air Canada flight? It’s rare, I know. With WestJet, the crew always seems happy and usually make a few jokes at the beginning and end of the flight. Goes a long way to keeping everyone happy.
  • Comfortable leather chairs on WestJet, uncomfortable cloth on Air Canada.
  • I love how the controls (light, air, etc) are easily reachable on a WestJet flight, while they are impossibly far away on Air Canada – instead of being right overhead, they are above the seat in front of me almost!
  • I like getting a Coke on the flight. What I don’t like, is having to wait til the very end of the flight to get rid of my can and/or cup! On WestJet, the crew comes by a reasonable time after handing out the drinks to pickup the garbage. They never came on the Air Canada flight, I had to shove my can into the hand of the lady picking up their awkward headphones.
  • Part of the problem on Air Canada with the garbage is that they don’t have enough crew members! I counted three, and one seemed to be serving business class exclusively. WestJet on the other hand has four, all serving the entire plane.

Now perhaps some of the things I have mentioned are more related to the type of plane and less to the airline. Regardless, that means WestJet still picked better planes, and thus do a better job of minding the details.

What do you think? Do you prefer WestJet or Air Canada?