---
title: "Going above and beyond in customer service"
id: "500"
type: "post"
slug: "going-above-and-beyond-in-customer-service"
published_at: "2008-02-08T16:06:21+00:00"
modified_at: "2008-02-08T16:06:21+00:00"
url: "https://factor1studios.com/going-above-and-beyond-in-customer-service/"
markdown_url: "https://factor1studios.com/going-above-and-beyond-in-customer-service.md"
excerpt: "My Friend Adam posted about a recent experience with apple customer service. Adam ordered a new keyboard and mouse for his apple laptop from the apple store online. Yet he was shipped 2 mice, no keyboard. Here is his conversation..."
taxonomy_category:
  - "marketing"
---

# Going above and beyond in customer service

#### By Matt Adams February 8, 2008

My Friend [Adam](https://bluetonz.blogspot.com/)
 posted about a recent experience with apple customer service.  
 Adam ordered a new keyboard and mouse for his apple laptop from the apple store online. Yet he was shipped 2 mice, no keyboard. Here is his conversation with apple:

> **Adam:** I wanna mouse and a keyboard. Can just take it by the Apple Store nearby to swap it out.
>  **Apple rep:** No, it was ordered online so it has to be resolved with the online store.
>  **Adam**: ::humph::
>  **Apple rep:** “Sir, I’m committed resolving this issue for you.”
>  **Adam:** cool, me too
>  **Apple rep:** “Because this was our fault, what I’m going to do is get the keyboard in the mail to you…”
>  **Adam:** grand
>  **Apple Rep:** “… we’ll send it expedited for no charge…”
>  **Adam:** fine
>  **Apple Rep:** “… you can have the ($70!!!!) wireless mighty mouse for free…”
>  **Adam:** *SERIOUSLY???*
>  **Apple Rep:**“… and we’re going to credit your debit card $25 to compensate you for the hassle.”
>  **Adam:** WHA????

Wow Apple went way above the need on this. They could have just been average, and sent a call tag for the wrong item, and sent the right one.  
 I guess you dont earn the reputation that Apple has by being average do you? You earn it by doing great stuff like this.

#### By Matt Adams February 8, 2008