As expected, Apple has hit a home run with the launch of its iPhone, but AT&T countered with a pop fly to center over the weekend. Some first-day iPhoners waited hours and even days in some cases before they were able to activate their new gadgets on the AT&T network, causing plenty of frustration for early adopters who camped out ahead of the June 29 launch day.
A friend in my office bought one at the Green Hills Apple store at 7 p.m. Friday not long after the humongous line had dissipated. His wife decided to take the plunge at 10 p.m. the same evening. The family’s first iPhone activated minutes after purchase, but iPhone number two held up until Sunday evening before signing on with AT&T.
It’s never good to generate tons of hype and then have trouble delivering upon the promise, but analyst Rob Enderle makes a solid observation about how both AT&T and Apple can respond:
Depending on how the companies handle customer’s complaints, it could in fact help, he said. If customers feel the company has treated them well, they are more likely to buy and recommend its products in the future. “It doesn’t matter whether your product breaks or not,” Enderle said. “It matters how well you treat your customers.”
I agree. We’re all human and make plenty of mistakes, even big ones. What matters most is how we react when things don’t go the way we planned. People will be more likely to forgive a glitch such as this, in my opinion, if they receive good customer service along the way, but bad customer service can crush even a great product if it is bad enough.