“We get many emails on Apple’s customer support experience,” Jordan Kahn reports for 9to5Mac. “While not always positive, some are excellent examples of Apple going beyond the average company.”
“Today, a reader and trusted tipster reached out to us and explained that a personal email to Apple’s Chief Executive Officer Tim Cook, who is known to keep up Steve Job’s long-time tradition of answering customer emails, resulted in AT&T making a ‘special one-time exception” to fulfill a request it previously refused,” Kahn reports. “The reader was reassigned to Canada for work and decided he wanted to use his iPhone 3GS (which was on AT&T at the time, but has since finished its contract) on a Canadian carrier’s pay-as-you-go plan.”
Kahn reports, “AT&T refused to unlock the device, insisting only Apple could. Apple suggested the reader call AT&T again, because only the carrier could authorize the unlock. When he did, the only advice the reader received was to ‘Just jailbreak your phone.’ We heard reports of many similar situations and both the carriers and Apple often give inconsistent information related to unlocking iPhones, which result in confusion among consumers. Frustrated, the reader sent an email to Cook asking him for help.”
Read more in the full article here.
[Thanks to MacDailyNews Reader “Fred Mertz” for the heads up.]