AT&T persuaded by CEO Tim Cook to unlock costumer phone

[dgstorm]

Costumer service has always been one of the trickiest areas in any company. How do you keep customers happy? How do you help them in time of need? How much do you get involved? These are the questions customer service employees must deal with every single day. Apple has been known to provide one of the best experiences in the field, no matter how complicated the situation turned out. Here’s an extraordinary example of that.

Following the footsteps of his predecessor Steve Jobs, the new CEO Tim Cook usually answers a couple of emails from customers. This is what he did with this particular customer who had to move to Canada. The only problem the customer had was that he decided to take his iPhone 3GS with him and use it on a Canadian carrier pay-as-you-go plan. But, as it turns out, the device needed unlocking from the carrier he was subscribed to in America. So the customer asked AT&T to do it. The big shocker was that AT&T refused to do it and told him to go ask Apple to perform the “miracle”. The poor man went to Apple, but he was turned away again. The Apple employees told him that only AT&T had the authority to unlock his phone. The man was persistent so he went back to AT&T only to hear the same “no” again. This time they at least suggested he try to just jailbreak the phone.

Left suffering, the customer had no choice but to pick up his laptop/tablet and write a polite and calm email to CEO Tim Cook requesting some assistance. Cook did not reply to him in person; however, a short while later, a reply did arrive from an AT&T Partnership Operation who stated that Mr. Cook personally requested that AT&T unlock the customer's phone for him. The email also specified that this was a one time exception. He also received a call from Cook’s assistant making sure that everything went according to plan.

Now that’s how Apple takes care of its customers.

By Radu

Source: Tim Cook convinces AT&T to unlock customer’s iPhone | 9to5Mac | Apple Intelligence