Excellent and poor recent customer service experiences

In my opinion the success of a company largely depends on the quality and responsiveness of their customer service. As I mentioned about a month ago, the Mirra backup server saved my rear. At first I was able to successfully restore vital files, but then I tried restoring about 20 GB at once and the process was interrupted by others logging into the computer, etc. The Mirra then hiccupped and kept trying to go back and finish the task I setup, but would lose the connection to the desktop. I became a bit frustrated and emailed my Mirra contact. A representative called me on the phone that same day and after getting in touch directly they solved my problem by sending me a registry hack that told the Mirra I had a new computer and to start the process over. I am now successfully restoring my files in smaller chunks and then plan on doing a full reformat of the Mirra drive and starting fresh. This is a high quality device backed by caring customer service and I highly recommend you check them out.

I also had a bit of an issue with upgrading to Opera 8 on my Nokia 7610 as I described recently and Opera’s technical assistance department was very quick to solve the issue. It turns out T-Mobile has a default proxy that I did not need since I pay for the monthly full unlimited data access and I just did not know where to find the settings so I could remove the proxy address. Opera rocks on mobile devices and they were extremely helpful, even when operating from Norway to the US.

Another recent issue I had was the 1GB Memory Stick Pro Duo I bought for my PSP became corrupted the other day. I had it for about a week and then was putting some files on it when the process was interrupted by a dead PSP battery. The Memory Stick then became unreadable by any computer, camera, PSP, etc. I filled out a request from SanDisk using their cool online system and was then quickly notified how to send my Memory Stick back for free via FedEx 2-day. Their plan is to send out a replacement and make an even swap of the cards. My card just arrived on their doorstop last night so I expect to have a working card back next week. Again, a wonderful customer service experience so far.

Lastly, my daughter’s 16 month old iPod mini is now suffering from the faulty headphone jack connector that causes constant VERY LOUD static and makes the device unusable. I had this engraved for her birthday last year and it has been very well taken care of and is in like new condition. There is no reason for this $250 product to fail so easily and I am seriously disappointed in Apple. I sent a request in to them and have not heard anything in a week. I may have to resort to attempting to take apart the iPod mini myself and seeing if I can fix the faulty connector issue or may go with the iPodResQ service. Apple is failing here and is making me think twice before I decide to purchase another Apple product. I was close to buying an iPod Shuffle for my wife, but this is on hold until I see if Apple takes any action.

  1. #1 by Mike WIlson on August 15, 2005 - 08:31

    I have the same problem with my iPod Mini and by now I’ve learned that the problem is pretty widespread. I’m curious as to what you ended up doing, did you ever hear from Apple on this issue or did you send it to IpodresQ? if so, how much was the repair.
    Thanks, I appreciate your feedback!

  2. #2 by palmsolo on August 15, 2005 - 23:05

    I did get it fixed. Check out the review here, http://www.geek.com/news/geeknews/2005Aug/bma20050815031801.htm

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: