If you're reading this: SHOP LOCAL! This store PROVES HANDS DOWN why you should!…read more
First of all, the shop attendant, John, is the only person who has offered a real solution to an Apple-product-related conundrum I've been struggling with for almost 4 years, but I'll get to that in a moment.
While having an appointment is a good customer courtesy I encourage, I was still given prompt attention despite my walk-in status. It got randomly busy for a brief period of time (maybe 5 minutes), so I had a front row seat to witness John's phenomenal multi-tasking abilities. Knowing I was without an appointment, I was willing to wait and told him such, but John kept checking in with me and other customers in between scheduled pickup/dropoff customers to check on our progress, make sure we were "doing okay," and weren't feeling neglected or ignored.
One of the drop-off customers was in need of a repair that was outside of their warranty, not surprising considering the cost of multi-level warranties nowadays. [And this is the part that really stands out] Rather than quoting repair prices hoping for a sale (as any sort of local repair shop would be expected to do), John made a customer-focused consumer-savvy suggestion: "I would check with your provider first and see if they can offer you a free repair" to which the customer gratefully agreed. John's customer-first approach was further evident when he worked with a different customer's schedule to ensure timely pickup of repaired merchandise, he is committed to helping his customers well beyond what traditional "genius bar" apple stores have demonstrated.
John further proved his commitment was DEFINITIVELY superior to what apple service reps have offered me when we got around to my technical problem. He was patient and attentive, listening to the details of my situation and the repetitive loop the apple service people have got me stuck in. He devised multiple attempts that even the Apple company didn't try because, unlike them, he listened carefully to my story and planned possible solutions accordingly. Eventually, after some of the easier, faster attempts were fruitless (pun intended?), did John give up? NO! He just got MORE creative and MORE resourceful with his ideas. John's proposed final solution was the most convenient, simplest, most cost-effective solution that combined information, logistics, and services from multiple companies (this iCommand store, apple, and AT&T) and I came away from that experience with a modestly priced (affordable!!) new-to-me device that was a much more cost-effective solution than either of the other two companies ever offered (as in: the others would NEVER offer something like that). John even took the time to show me how to set it up even though we both knew my learning session was keeping him after closing time.
It bears repeating: SHOP LOCAL! While both Apple and AT&T build hoops for customers to jump through and traps for customers to fall into, iCommand builds a pedestal on which every customer is welcome to stand. Apple and AT&T make you feel like a wallet with a barcode, but iCommand and its staff make you feel like a human being. Apple and AT&T want your money, iCommand wants your satisfaction. Thank you, John, for taking the time to solve my problem and for making me and other customers feel supported by your team and your talent.
