How a Reddit user convinced Tim Cook to change Apple’s on-hold music

“I once sent Tim an email about the quality of music while on hold with Apple. It was super low quality, therefore an upbeat rock song sounded like pure distortion and really aggravated me because I was on hold for 20+ minutes for something so simple (iPhone didn’t turn on, needed to set up a repair as in my country no Apple Store = have to send it to another country),” Reddit user lerde writes.

“Much to my surprise a lady from Cupertino called me up the next day, saying she’d received a concerning email from Tim about ugly distortion hold music while on the phone, that Tim had tested this himself and agreed that something had to be done. She assured me that the hold music would be tested to make sure it sounded pleasant on all types of phones and connections,” lerde writes. “The next time I called Apple, the hold music was indeed very pleasant.”

Read more in the full article here.

[Attribution: Cult of Mac. Thanks to MacDailyNews Reader “Dan K.” for the heads up.]

35 Comments

  1. I had a similar experience with a problem with my iTunes account. I dropped a note to Tim Cook and within a couple days a guy called asking how he could help. And, I am pleased to say, the issue was resolved.

    For all those folks who like to bash Tim Cook, my simple message is STFU. Tim could have treated customer communications to him like Steve Jobs did – by basically ignoring them, except when it suited him to send a terse reply. Instead, he has set up an office that does nothing but try to fix the problems. This effort pays huge dividends to Apple’s brand value and underscores Apple’s commitment to supporting the best devices in the world with the best service. As a 30+ year customer, and 13 year stockholder, I am proud of Apple and believe it is led by the best CEO in the industry.

    1. Yeah! Let’s all STFU. Because the west has really become strong by its citizens all deciding to STFU. It really promotes good government and good company governance.

      Yeah – if only the person complaining at the music had STFU. And all those who want to comment about Apple in a free country – STFU. Yeah. If only everyone could take such good advice to STFU. Especially those people who tell everyone to STFU. So STFU.

      1. Moron.

        He’s saying that all the people who ceaselessly and baselessly bash on Tim Cook need to shut up because they are close-minded, ignorant tools who would rather see Apple burn to the ground under someone else’s leadership (although they never really say WHO they want to replace Cook) than continue to improve under Cook in a way that is markedly different from the style of the late, great Steve Jobs.

        And you, as a little troll trying to pick fights on the inter-webs … you definitely need to STFU. 😉

        1. Yeah! Lets STFU. Let’s march for that – to STFU! Because we’re all so right here. Everyone else is so wrong. So they should STFU. And if they think that we should STFU – they should just STFU!

          1. Look, Buster, maybe when you learn to add to a conversation in a mature fashion, we’ll change the “Children should be neither seen nor heard” rule on here. But until then, you (and right now, only you) need to be silent and go away.

            By the by, do your parents know that you snuck onto the internet to pick fights with adults? They really need to supervise you better.

            1. Yeah! Because calling me buster is really mature! As is talking about children being seen and not heard and speaking of my parents. Perhaps you should STFU! After all who ever was it said concordia discors! He should STFU!

            2. Listen. One of the most important concepts that has shaped the world is the dogma of the trinity. But this is mentioned nowhere in the bible! It was one of a number of competing concepts debated at the eucumenical councils in Nicea 325AD and Constantinople in 381AD. Both convened by Constantine the Great.

              Constantine, who was only baptised shortly before the moment of his death. And who has murdered his first born son and his wife. En fait, he really only wanted to consolidate his power and close a spiritual schism.

              Look. So the conflicting learning of Arius and Athansius were hotly debated. And Constantine, who was not even a Christian, and who worshipped the sun, took the final decision on the correct teaching and threatened with death anyone who disagreed or preached otherwise.

              Fancy that! The word trinity comes from the Platonic “trias” that was adopted into Latin as trinitas! The word is not biblical or from Christianity.

              And all because people followed the instructions of Constantine who told everyone to STFU.

              So listen. Perhaps you, too, could add to the wealth of our spiritual lives, if you STFU. Sol invictus!

            3. (Notice how much energy you’re putting into this conversation, versus how much energy I’m putting in. I can keep going forever at this rate. Maybe you should give up now. Just a thought.)

            4. I have a hard time believing that someone with your clear mental deficiencies could have possibly conjured up such a post on your own without “breaking a sweat.” Plagiarized it from somewhere else, maybe. But that definitely took far more effort on your part than all of my posts combined.

              Then again, I can’t fault you for copying someone else’s work, if that’s what you did. After all, that’s pretty much all I did with my Arrested Development references.

              (Oops, am I still not shutting up? My bad.)

            5. Not attractive I’m afraid. It just shows the benefit of a good education. Or lack thereof. Your desperate attempts at ad hominem attacks lack any wit or imagination.

              If you had STFU we could have suspected that you were a few sandwiches short of a picnic. Instead, you opened your mouth and confirmed it for us.

              Listen. English is boring me – like you, given that you have nothing interesting to say. I’ll converse in either French, German or Italian. Or Latin. Unless you are ready to STFU. Ou peut-être TVPC.

  2. Yes, the music was intolerable. Does it amaze anyone else that someone had to point this out to Apple? I still can’t understand how some of the simple stuff slips through their incredibly tight quality control. It sometimes seems like a forest and trees issue. Anyway,very glad this is fixed, although I haven’t tested it for myself, yet.

    1. Who thinks to test the quality of the music customers listen to while on hold? Seriously. That’s such a seemingly insignificant detail that MOST people wouldn’t think about it unless someone else pointed it out to them.

      What was the on-hold music under Jobs? Did it slip through the cracks for him, too, despite his perfectionism?

      Sometimes, all it takes is a customer saying, “Hey, you forgot about this!” to make great positive changes to the experience.

  3. The last few times I telephoned the Apple Store in Milton Keynes UK, the hold music was incredibly loud ( about +20dB ) compared to the speech of the staff. The music was so loud that it was painful.

    I mentioned it to the person I subsequently spoke to and he informed me that others had made a similar comment, but they weren’t able to adjust it. I had exactly the same response from an employee after another call and again when I mentioned it to somebody when I was in the store.

    To my mind, it just made the company look rather uncaring. Anybody could have checked for themselves by just making a phone call to their branch and listening, but either nobody could be bothered, or nobody knows how to adjust the volume setting. Whichever way you view it, it doesn’t put Apple in a good light.

  4. Now if only Apple would listen to me about the predicament they put me in when they discontinued their professional word process in favor of an iOS client, leaving me stranded with a thousand Pages document and no migration path that I can find.

  5. Wow. Now that this important matter is taken care of perhaps Mr Cook will fix the email IMAP feature, which has been hosing his enterprise clients since Mavericks debut, and survived 3 fix attempts. For 10.4 they just gave up.

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