#1 When a customer calls us about a repair, and he did his own diagnosis of the problem, we pay attention and give consideration to his findings.
#2 When we replace a defective unit, we do not provide a replacement unit with an obsolete version of the operating system. We upgrade the replacement unit to the latest version of our software.
#3 When we replace a defective unit, we do not provide a replacement with an EARLIER serial number, meaning a product OLDER than the customer's product that needs repair. Instead we provide an equivalent or later product.
#4 Most Apple employees could never get a job at InterWorking Labs, because our standards of technical competency are higher:
Apple Genius Bar Worker = Below Average InterWorking Labs employee
#5 Our employees do not use cutesy names for standard products; they never call a USB connector a "camera kit".
#6 Our employees can identify a USB connector.
#7 Our products covered by warranty or a service agreement are fixed or replaced and returned to the customer without editorial comments. We do not force our customers to sign a document stating the obvious: that if they were not under warranty, the repair would cost money. We believe they know this and that is why they bought the warranty or service agreement.
#8 When our customers contact us with a problem, we do not tell them that they can only communicate with us in a "positive" manner. We do not dictate the emotional tone of our customers' communications.
#9 When our customers return a product for repair, we do not examine all the connector openings with an otoscope to see if there was water damage. We do not believe our customers would use a network emulator or protocol tester in the shower or the bath tub.
#10 When a customer tells us that he needs to speak to someone with deeper technical knowledge to answer his question, we find the appropriate staff engineer and arrange the communication. We do not take our lack of deep technical knowledge personally and we do not tell the customer "you are not a very nice person".
In spite of all of the above, I continue to use my iPad.