My story's a little different, but equally impressive.
I originally purchased my iPhone ~2 years ago. After about a year of abuse (certainly not the fault of the manufacturer), I had a phone with a smashed and no longer functional screen, microphone, wifi issues, etc. etc. Even the mute button no longer functioned.
Eventually I went into an Apple store, intending to purchase a new iPhone 4 (~$1,000USD here without subsidizing). The sales guy asked why I needed a new phone - had I used an iPhone before? I explained what had happened and showed him my shriveled hardware.
He disappeared out back and returned with two boxes. One contained a phone identical to my own - a white 32GB 3GS. The other had a brand new iPhone 4. He explained to me clearly and objectively that while he was happy to sell me a new phone, he could also replace my current phone for a quarter of the price. He explained that Apple was happy to do this as this was roughly similar to their cost price, and that some of the phone itself is salvageable (ie for precious metals).
I loved that they presented my actual options to me in a no-bs way. I loved that they wanted to make sure I wasn't spending an extra ~750USD on something I didn't need.
Both Apple and HTC clearly want to retain their customers for the long-haul. Sadly, it seems HTC are yet to understand it takes work to do so.
Comments
My story's a little different, but equally impressive.
I originally purchased my iPhone ~2 years ago. After about a year of abuse (certainly not the fault of the manufacturer), I had a phone with a smashed and no longer functional screen, microphone, wifi issues, etc. etc. Even the mute button no longer functioned.
Eventually I went into an Apple store, intending to purchase a new iPhone 4 (~$1,000USD here without subsidizing). The sales guy asked why I needed a new phone - had I used an iPhone before? I explained what had happened and showed him my shriveled hardware.
He disappeared out back and returned with two boxes. One contained a phone identical to my own - a white 32GB 3GS. The other had a brand new iPhone 4. He explained to me clearly and objectively that while he was happy to sell me a new phone, he could also replace my current phone for a quarter of the price. He explained that Apple was happy to do this as this was roughly similar to their cost price, and that some of the phone itself is salvageable (ie for precious metals).
I loved that they presented my actual options to me in a no-bs way. I loved that they wanted to make sure I wasn't spending an extra ~750USD on something I didn't need.
Both Apple and HTC clearly want to retain their customers for the long-haul. Sadly, it seems HTC are yet to understand it takes work to do so.