Iphone Support Experience

I had an issue with my Iphone where it wouldn’t receive phone calls or voicemails for about 60-90 minutes at a time. Normally, I would welcome a little bit of quiet in my day, but unfortunately my wife is 8 months pregnant. So being out of touch f…

I had an issue with my Iphone where it wouldn’t receive phone calls or voicemails for about 60-90 minutes at a time. Normally, I would welcome a little bit of quiet in my day, but unfortunately my wife is 8 months pregnant.  So being out of touch for any amount of time is completely unnacceptable.  My first stop to resolve this issue was the AT&T store where I had picked up my iphone, unfortunately they were only allowed to swap my SIM card. Unfortunately this solution didn’t work either, and I scheduled an appointment at my local apple store.  This is where I was impressed:1. There is an amazingly simple form that needs to be filled out on the apple site, you select the time, you get a confirmation email.2. When I ended up having a conflict a few hours before my appointment, I pulled up the confirmation email and followed the link to change my appointment. Another Plus in my book!It was a little hazy when I got to the apple store on what I was supposed to do, with the wall to wall people and lack of signage I just headed towards the Genius bar. I was approached by an employee in an Orange shirt, who asked if I had an appointment, she checked me in on her Iphone app and told me a technician would be available in a few minutes. I wandered over to an Imac and checked my mail, and noticed I could check my status in the queue to see a genius, and there was also a TV above the bar that mentioned I was next to be seen.The personalized service was a nice touch, and was completely unnecessary but does give that feeling of “your important to us”.  When I was finally escorted to my “genius” I expected I would have to convince him that there was something wrong with the phone, instead he listed to my issues, plugged my iphone into his macbook, ran a diagnostic, and said “did you back it up?” which I had, had me wipe the phone and presented me with a shiny new Iphone.  That was it, painless, simple and only about 15 minutes of my time.Kudo’s to Apple for making the process simple, seamless and low stress.

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