Terrific Support From ITunes Customer Service


I recently purchased an album from iTunes and was bummed to find that three of the songs would play about half way through and then go to the next song.  I decided to poke around the iTunes store and found it relatively simple to report a problem on each song.  After doing so, I got an email response within about three hours from Jehnie who sent me a link to an article that gave clear instructions on fixing my problem.  After reporting back to her that my problem was fixed, she wrote me this email:

Dear Jeremy,

You’re very welcome. I’m glad to hear that you were able to re-download the songs you purchased.

Nothing makes Apple happier than to hear that we have pleased our customers. I hope that you continue to enjoy the iTunes Store.

Thank you for being a iTunes customer. Have a nice day!


iTunes Store/Mac App Store Customer Support

Notice the “Nothing makes Apple happier…” bit.  What a nice finishing touch to a great support experience.  Not only did Apple succeed in hiring an extremely friendly customer service representative but they also made the customer experience in fixing the problem very good.  Great job Apple and Jehnie!  You had one chance to make a great impression with me and you did it.


Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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