I had a roller -coaster of a ride yesterday dealing with Apple’s Customer Support, after making a purchase on the online store. I’ve been using the 30-day trial of iWork ‘08, and have decided to switch to iWork from my Microsoft Office Mac 2004 installation, so yesterday I ordered a serial number for the product, which was supposed to be emailed to me “immediately.”

After about an hour, I had received an order confirmation, but no serial number. I called the customer support line, and talked to a gentleman about my situation. He explained that the online serial number system had been malfunctioning, and that there were two options for me. The first option was for him to cancel the order, and refund payment, so that I could try the online system again later. The second option was for him to ship me a retail-boxed copy of the software on standard overnight FedEx at no additional charge. Being that this was Friday afternoon, he said the “standard overnight” would get to me by Tuesday at the latest… I didn’t love that idea, but it seemed better than refunds and reorders with no promise to succeed.

Some time after that conversation, I noticed that the order, which was originally not going to be shipped anywhere, since it was email-based, had been setup to go to the wrong shipping address. I had corrected the shipping address in the online store before speaking to the gentleman on the phone, so this was distressing. He didn’t verify it with me, and I didn’t think to do so either.

So, I called Apple back, and spoke to a rather abrasive woman who told me there was nothing they could do to fix the problem. You see, according to her, once an order is “Prepared for Shipment” in their tracking system, it’s “out of their hands.” She was very insistent that my only recourse other than to allow delivery to the incorrect address, was to call 1-800-FedEx and ask them to redirect the package. Without a tracking number. Before it had left Apple’s fulfillment center.

I gave it a shot anyway, but FedEx didn’t have any way (or desire) to help me. “It is to-ta-ly up to thee shiping party to mod-i-fy any add-ress in-for-mation.”

At this point, I was frustrated beyond belief. My good friend Calvin was working to calm me on Instant Messenger, but I wanted to scream. I guessed I’d just wait until Apple gave me a tracking number, and then try to contact the local FedEx office to see if they’d hold the package at the depot for me to pick up, instead. I didn’t like that idea, but it was better than the package being delivered elsewhere. However, my dear wife insisted that I call Apple back one last time. As she is usually correct in the appropriate course of action to take when I have lost touch with reality, I complied.

My third call to Apple went better. I had a hunch it would be better the second Jenny answered. She sounded energetic. Awake. Louder than the others had, but not in a bad way. I figured that the best way to approach it was from a calm and honest point. “Hi there. This is my third call to Apple today, and I admit, I am pretty frustrated. Let me give you my order number and billing address for you to open my account, and then I’ll give you the background.”

“Uhh, okay…” Jenny sounded nervous, probably anticipating me turning into a rabid idiot and chewing her out at any moment. She verified my information, and then I explained the situation. After telling her my story, I paused for her response. I heard dead air for a few seconds, and then she said “Let’s see… I’m not sure what the options are, but we’ll make this right, and we’ll get the package to you. Let me try talking to a Manager Rep.” That was great. I thanked her for at least considering that there may be something they could do.

And then it happened. She did it. She changed the address, before she even went off the line to talk to the manager. She startled me, and herself. I hit refresh on my online order status page, and sure enough, it was correct. Jenny had done it!

Just to be sure, she checked with a manager, made a few other changes to ensure promptness of service, and came back on the line to assure me that all was as it should be, at least, as it should be for being a substitute for what I ordered in the first place. I was ecstatic. I told Jenny she had the magic touch, and that I’d blog about her. She seemed flattered, but I’m sure it’s not the first time some weird random webgeek was impressed by her technical support enough to write about her; she was probably freaked out.

Either way, Apple, and by that I mean Jenny, made things right. I should have the boxed version of iWork ‘08 by Tuesday at the latest. And you know, even though I’ve had some issues with Apple, they still have better support than Toshiba, Earthlink, RoadRunner, or Vonage, which are the other corporate beasts I’ve battled before. Apple hasn’t lost my business yet.

Thanks Jenny!

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