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That the minimum they should do, and if that's all they do people will be like "Meh. That's an alright deal, I suppose..." They need to go above and beyond to
by goatforce5 16y ago
That the minimum they should do, and if that's all they do people will be like "Meh. That's an alright deal, I suppose..."
They need to go above and beyond to create confidence going forward - something that'll actually make people happy with the resolution. Throw $50+ of store credit in to apologise for the concern/confusion they've caused, or similar.
Everyone makes mistakes. It's how you respond to it that makes the difference.
Apple wants people to walk away from this thinking "They messed up, but they really went out of their way to make things right. I'll trust them with my future purchases."
- billturner 16y agoEveryone makes mistakes. It's how you respond to it that makes the difference. Exactly. I think Steve Jobs responding to a customer's email with "Don't hold it that way" was one of the worst responses ever to a growing PR problem.
- Tamerlin 16y agoI agree, but it's also in line with how he responds to other problems -- largely, Apple's approach has been vehement denial combined with heavy spin doctoring. It's also how Apple responded to the performance comparisons -- like commissioning a benchmarketing firm to run a mangled suite of SPEC tests that showed that even though Apple's G5 was FAR below expectation, Intel's horse was slower if you put heavy enough balls on its feet!