I found the following video on The Secret Diary of Steve Jobs in his post Caught on film: Our service rep doing his job correctly. The video documents a customer trying to get service on their iPhone. I would have to say that I agree with FSJ. During my conversation with Jeremiah Owyang, he discusses the intention of the customer. When you are trying to help a customer you need to assess what the customer’s intention is:
Is the customer truly seeking help?
Is the Customer trying to find an angle to cause a problem?
After completing this assessment you need to decide if the customer is worth keeping. I think this video is an example of someone just trying to cause problems in the hopes of manufacturing a story.
A couple of issues come to mind while I watch this video that make me question the customers intent:
- What is the purpose of the hidden camera?
- When the Apple tech is trying to help them, why is the customer unwilling to give out their information so the product can be fixed?
- Part of the obligation when buying the phone is a two year service agreement with AT&T, why is the customer surprised when this obligation is brought up?
- If the phone was untouched where is the SIM for the phone?
Even at the end of the video the Apple tech is still trying to help the customer resolve the issue, but the customer just walks away.
The comments for the write up on The Unofficial Apple Weblog, TUAW.com, Found Footage: Apple Store refuses service to iPhone sans AT&T contract, are overwhelming negative against the customer. I think the end line of the updated post sums it up with “We call shenanigans.”
This seems like a poor try to manufacture news to me.