bighugenerd
 

When the new iPad was released last month, bighugenerd wasn't as impressed with the quality control as it was with the new Retina display (in theory). Last week, we received a phone call from Apple's Executive Customer Relations, curious as to the issues with our new iPads. We explained, as we showed you, how the color uniformity is a major concern with the iPad, and that despite multiple exchanges it was impossible to find one with anywhere near the uniformity of prior iPad models...
The gentleman on the phone was very polite, and asked if we'd be interested in the following: 

Apparently, engineering is aware of these issues, and would potentially be willing to have a unit personally screened and tested to make sure it conforms to Apple's standards before sending it out to us. This program wasn't actually in place at the time, but as of today, this was officially offered when we were once again the recipient of a phone call from Apple's Executive Customer Relations team.

We declined. While we appreciate the offer, the downside is that we'd have to relinquish the "pretty good" iPad we have here, and wait for this "screened" unit to be shipped until Apple receives our unit. Boo! Boo, we say! (We'd prefer Apple to place a hold on a credit card, send us a new unit, and remove the hold once they get the old one back. Then we could pick the best one! But life's not perfect...) Also, this begs the question: Why do units have to be personally screened by an engineer in the first place? Shouldn't all iPad units just work?

In any case, it's definitely a great example of Apple's customer service when situations like these arise. If you've had multiple exchanges of your new iPad, you may soon be on the receiving end of a phone call.

Thank you, Apple, for reaching out!
 


Comments

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09/20/2012 19:28

I have the same issues. Is there a way for me to get in touch with them? I'd love to do this if that's what it takes to get a good unit.

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This program wasn't actually in place at the time, but as of today, this was officially offered when we were once again the recipient of a phone call from Apple's Executive Customer Relations team.

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