How Apple Saved Mother's Day

Jimmy and Kathleen Looking at New iPhoto Book
Kathleen and Jimmy looking at the iPhoto
book that we ordered for her mom. The
second copy arrived today. [ Photo: Dave
Aiello on Flickr. ]

Kathleen and I took advantage of an iPhoto Custom Photo Book promotion that Apple ran for Mother's Day. We ordered Kathleen's mother a hard cover photo book. We made sure we ordered before the April 30 cut off date for standard shipping.

Something happened to the order while it was in production and it didn't ship in time for delivery last Friday. When we realized this, Kathleen called Apple Customer Service.

Kathleen told the Apple customer service agent that we ordered before the deadline and that FedEx was reporting that the shipment was not going to arrive in time for us to give it as a gift on Mother's Day.

Here's what the person at Apple Photo Services Support wrote back after receiving a message from the main customer service group:

Dear Kathleen,

Thank you for your recent Apple photo order.

I understand that you submitted your order to us in time to be received by May 11th. You may have noticed that the tracking information for your order indicates the estimated delivery date is after May 11th.

To ensure that your order is received by May 11th, your order is being reprocessed free of charge and will be sent via expedited shipping. When it ships, you will receive a separate email with the tracking number for your duplicate order. Please accept both orders as a goodwill gesture.

I apologize for any inconvenience this has caused you. I hope you continue to enjoy using Apple Photo Services for your creative projects. If you have any questions or concerns, please reply to this email and we will assist you further.

Thank you for being a loyal Apple customer and have a wonderful day.

Sincerely,

Sofia
Apple Photo Services Support

http://www.apple.com/support/photoservices/ww

The replacement package arrived on Friday, overnighted from Elk Grove, CA. Kathleen's mom got the gift on time and she was thrilled.

The original iPhoto book arrived via FedEx Ground on Monday. Kathleen and I get to keep a beautiful book of photos of Jimmy and us, courtesy of Apple.

The photos books we ordered are truly first rate. The service we got is unbeatable. Kathleen never mentioned that I write a blog about computer technology, or that we know anybody who works for Apple. I think we got the service that Apple would give to any customer who had the same problem.

These are the reasons I'll buy products from Apple Photo Services again and recommend them to friends.