Scenario: My MacBook was wrecked a few weeks ago. Several series of the Seagate hard disk were corrupted and I am one of the lucky owners... I decided to write a detailed letter to Apple, describing what happened and what I wanted from them (data recovery from the Seagate hard disk, money back for the new hard disk I purchased and a new MacBook with no problems...). Today I received a phone call from Apple support. At the other side of the line, Mss Vanesa Venegas, in charge of the Apple support area. The conversation was more or less like this:
Vanesa Venegas (V.V.) - Hi, This is Vanesa Venegas, could I speak to Mr. Leal?
Juan Leal (J.L.) - Hi, Vanesa, this is Juan Leal speaking.
(V.V.) - Mr. Leal, after reading carefully the letter you sent us I have to say that we understand your problem.
(J.L.) - Oh, really?
(V.V.) - Yes, we do. Unfortunately, we can´t do anything for you.
(J.L.) - Anything?
(V.V.) - Anything, Mr. Leal, I´m sorry about that. I understand you.
(J.L.) - And... Why are you calling me? Just to tell me that can´t do anything?
(V.V.) - No, no. I am calling you to offer you something more. Listen, if you have any problem in the next six months just call me, I´ll see what can I do. This is my personal number.
(J.L.) - But... I don´t understand anything, Vanesa... You´re calling me to tell me that you can´t do anything for me BUT, you´re giving me your personal number in case of having any problem in the future?!
(V.V.) - Herrr, yes... Mr Leal. I understand you...
(J.L.) - Well, Ok Vanesa. I won´t keep your personal number but, I will keep your name if you don´t mind.
(V.V.) - Ok, Mr Leal. Thank you.
(J.L.) - Bye
And, that´s all folks! Another wonderful piece of brilliant service from AppleCare Support!! Nice, huh?!
Thank you, Vanesa Venegas!