Airpod and the cost of customer care.

I just contacted Apple customer service to file a ticket on my Airpods.

Photo by Jaz King on Unsplash

It took the customer service 25 minutes to gather all the relevant information about the issue and couple of attempts to solve it right there on the spot as well. Finally, we concluded that I should take my device to the dealer for warranty.

Have you ever considered how the situation looks at the other side of the counter?

  1. Customer service listens to your complaint and tries to help: 25 minutes

When one customer complains, that is not when people get around to making repairs. When 1500 customers complain, the cause of the complaint must be quite apparent.

The entire cluster of similar complaints takes a total of 1,5 hours to handle each. When 1500 people with remotely similar issues call the service, it takes a total of 2250 hours.

That one bug would consume 300 working days in the organization. Just out of curiousity. How much does that many days cost for your organization?

The mission of testing is to help eliminate most of these expenses while we still are developing the product. It saves both time and money to find and fix these issues before the customer has to suffer them.

Case closed.

(Oh. And by the way. My problem is easy to solve. I have an Apple Watch, and while I try to use both the Watch and Airpods at the same time, I lose call audio in most of the calls. It’s a bug in audio routing. Though I don’t like it, an easy workaround is to leave the Watch home :D)

Today the world doesn’t need your fear or your worry. Now, more than ever, it needs the best version of you!