Great Service1 message

Hey Graeme-

See the AWESOME note below from a Customer you helped......

Way to go and Thanks for staying with this case and helping our Customer resolve his issue

You can see from the warm and fuzzy from Steve and Bill that your contribution is appreciated

By ALL means Me and Michelle want to THANK YOU for being there to help

Have a Great Day

Thx

Dan LohrSr DirectorAppleCare Support

On Apr 21, 2010, at 7:25 AM, Bill Frederick wrote:

:-)

bill

Begin forwarded message:

From: Steve Jobs <sjobs@apple.com>Date: April 20, 2010 6:35:00 PM PDTTo: Bill Frederick <bfrederick@apple.com>Subject: Fwd: Great Service

:-)

Sent from my iPad

Begin forwarded message:

From: Ghaderi <ghaderi@usc.edu>Date: April 20, 2010 6:33:12 PM PDTTo: sjobs@apple.comCc: meddowstaylor@apple.comSubject: Great Service

Dear Steve,

It is a complete coincidence that I have gotten around to sending you this e-mail on the day that Apple came out with its great earning news. I am not surprised to see Apple shine. The company has not only produced superior products, it has also provided superior service.

I have become a total mac user over the last four years and have everything from four iPhones to an Apple TV and Macbook Air. My first iMac was DOA but that the service at Apple has helped me return despite that experience.

The most recent example of the superior customer service is my interaction with Graeme Meddows, a senior consultant at Apple Care. My iMac had developed an issue with sleep which was not very easy to repair. The only way to wake it up from sleep once it went to sleep on its own was to turn it off and back on. The problem also happened only if the computer was left in "sleep mode" for over an hour. As you can see, trouble shooting this is not easy.

From: Dan Lohr <dlohr@apple.com>To: Graeme(EV) Meddows-Taylor <meddowstaylor@apple.com>Cc: Michelle Brown <mbrown@apple.com>

Date: Wednesday, April 21, 2010 at 10:46:55 AMSubject: Re: Great Service

I had spent almost three months and over $500 in private consultant fees to correct the problem to no avail. I even took my computer in where they wiped it off and reinstalled the OS. I was ecstatic as Apple offered to replace my computer. However, I continued to fear that the problem would come back and it did. I called and spoke with a few advisors and finally stayed in touch with Graeme who was very diligent in following up and calling me at the times we scheduled. He kept track of our progress and was extremely knowledgeable and professional.

This experience started off pretty bad and looking back, I was pretty patient but I think I could be because I continued to get an excellent support from Apple and such consultants as Graeme.

I am not sure how much of a difference my e-mail will make but I think Graeme deserves the recognition.

Thank you and keep up the good work. Great products plus great customer service makes for a great company. Please do not change either one.

Nader Ghaderi