According to a recent thread on Reddit, an Apple customer talks about his experience where he effected change in the company’s operations. He apparently communicated with Tim Cook via e-mail and the change has to do with ‘on hold’ music. It has been known ever since previous CEO Steve Jobs was still around, that Apple’s chief executives are extremely open to suggestions made by customers. And according to TUAW, current CEO Tim Cook carries on the tradition.
The post on Reddit, was in response to another post discussing Apple’s Maps team reaching out to business owners to verify addresses.
I once sent Tim an email about the quality of music while on hold with Apple. It was super low quality, therefore an upbeat rock song sounded like pure distortion and really aggravated me because I was on hold for 20+ minutes for something so simple (iPhone didn't turn on, needed to set up a repair as in my country no Apple Store = have to send it to another country).
Much to my surprise a lady from Cupertino called me up the next day, saying she'd received a concerning email from Tim about ugly distortion hold music while on the phone, that Tim had tested this himself and agreed that something had to be done. She assured me that the hold music would be tested to make sure it sounded pleasant on all types of phones and connections.
The next time I called Apple, the hold music was indeed very pleasant.
Much to my surprise a lady from Cupertino called me up the next day, saying she'd received a concerning email from Tim about ugly distortion hold music while on the phone, that Tim had tested this himself and agreed that something had to be done. She assured me that the hold music would be tested to make sure it sounded pleasant on all types of phones and connections.
The next time I called Apple, the hold music was indeed very pleasant.
I get hundreds, and some days thousands of emails from customers. This is a privilege because they talk to you as if you're sitting at their kitchen table. Because they care so deeply about Apple, they want to make a suggestion, or want to ask for help on something, or want to tell you how much they love the product.
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