Customer Service making a come back?

So over the past few weeks I have had a few challenges with some products. So I figured I should update my loyal reader on what has occurred over the past few weeks, I have been pleasantly surprised. In sequential order:

So I had decided to upgrade the operating system on my Mac Book Pro to Snow Leopard. When I did that I received a warning on the battery being in need of service. So I checked the Apple site and was prepared for it not to be supported and having to buy a new battery. However since I have AppleCare, which is still in effect, after answering a few questions over the phone they indicated that it would be covered. The downside was that I would have to go into a store to verify it and find time to do that. With all the traveling I would be doing, I would not be able to do it for a few weeks. They indicated that as long as I kept it under 300 cycles on the battery it would still be covered – I was at 179 so it was not a problem. I made my appointment with the Genius Bar for last Friday, I showed up, was greeted at the door and signed in. About five minutes later I was talking with a Genius, explaining my challenge, and getting a brand new battery as well as instructions on how to condition it. I also got a few minutes of Snow Leopard questions since I was done early…. I was figuring I would not have that option I would have to do a 1:1 appointment but they volunteered. It was very easy and fast.

So the other challenge was my Jawbone headset, and replacement parts not being available. I sent the e-mail and got a response on Sunday, one day later. The response was very generic so I was not excited:

Hi there Brad,

Thanks for your e-mail!

While the accessories for the Original Jawbone are no longer available for sale, we would like to try and find a solution for you.   Please call us during the week at 1-877-254-7426 and press 2 to discuss further options.  Any of our Customer Service Representatives will be happy to assist you with this — we open to take calls from 6am PST to 9pm Pacific Standard Time.

Thanks!  Have a nice day.

So I got around to calling today, the person was very apologetic and explained how the parts were obsolete because their supplier stopping building them. However they were going to send me a demo set of the suggested replacements (a $10 value on their website) that should fit but are not a direct replacement. No charge. They even sent me a confirmation e-mail indicating what we talked about and closing the loop. Completely different than I expected.

Hi Brad,

Thanks for calling! It was a pleasure speaking with you today.

Your accessory replacement has been initiated and you should receive it within a week.  If you do not receive your package in a week, please reply to this e-mail and let me know.

Thanks again, Brad. I hope you enjoy the rest of your week!

So maybe Customer Service isn’t dead. I know that SmugMug proves it isn’t dead, but then again based on a friend’s experience Comcast is proving that it might be hiding.