First — Great article, well written and informative. I could not agree with you more.
Max Mertz

Thanks for taking the time to comment Max.

I certainly understand that many companies face demands from customers that are unreasonable and often the fault lies with the customer — and I can imagine that is especially true in IT. But you’re right, in this case I am in that top % that you mention, and Apple know that from my account and the hours of conversation involved.

I’m not suggesting Apple, or any company, just gives the customer whatever they want just because they demand it. I run a retail business and I know directly that the customer is most definitely not always right but — when they are right — or when they balance of probability is that they‘re right, a good company will be flexible in how they apply their procedures.

Thanks again.

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