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On my recent trip to Italy, my Apple iPhone 4S started acting funny on Day One and by Day Two I had no cell phone service.
My Apple iPhone 4s was giving me an error message "No SIM Card Installed".
I called AT&T and their support team said that nothing in their database reflected this type of problem. AT&T told me that there was no local support in Italy, so I had to wait till I returned to get the phone repaired.
I was not happy with that message from AT&T!
I researched online and found that hundreds of people had reported this problem with the iPhone 4S on the Apple Support blog but strangely enough, there was NO official response from Apple. Why would Apple be silent on a problem of this severity?
I was furious that the "smart" device that I counted on for GPS navigation and emails was not working. I was blocked out from business calls and even from keeping up with Tim Jackson with Four Square check-ins! :))
This was the first time I experienced a manufacturing flaw with Apple hardware which previous to this incident was flawless. The shine has come off my perception of Apple. When I needed them to come through, they failed.
It turns out that I found a blog post on my LAST day in Italy that showed why this was happening and how to fix it. I searched the Internet earlier in the week, but it was not until today that I found a fix to the physical hardware.
I followed the instruction on WooServers.com and in 2 minutes it was fixed.
I'm sharing this experience because it is a great reminder that as hard as we all work to deliver excellence in our endeavors, sometimes we drop the ball. When we drop the ball, it impacts our credibility and the faith that our customers place in us.
I will not travel to Italy again without a backup GPS unit. Apple no longer is that perfectly reliable device that I once thought. I still love my iPhone but will I rush to get the next upgrade before I hear what consumers are saying? No.
This experience may just temper my Apple buying patterns because obviously a manufacturing flaw exists and Apple is silent on the matter. That's not good for business and transparency.
How does your business handle customers when you drop the ball?
Brian Pasch, CEO
PCG Digital Marketing
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