A couple of days ago, I was browsing their site, and I had a few questions. So I filled out a form, banged out a few lines of questions - bullet point style - and pressed send. I expected an automated response, and, maybe, at best an email with quickly copypasta'd answers.
Instead, this afternoon my phone rings. The caller ID says "Other World Computing".
"What's this?" I think to myself. "Is someone using Spoofcard on me? Did I accidentally order something at 3 am I don't remember buying?"
Well, it turns out it was, in fact, Other World Computing calling me up to answer the questions I sent in, and any others I might have had. In a world of email, instant messaging, TXTing, live support chat, and microblogging - an actual phone call seems almost as antique and nostalgic as a house call. (For those of you who don't remember when the years started with a 1, that is when a doctor would actually come to your home to help a sick person - it is not in reference to a telephone that is plugged into your wall. Those still exist, too, btw.)
I told the caller, (whose name I really wish I had written down), that OWC definitely has some "above and beyond" / "second mile" kind of customer service, if they are willing to imperil themselves by dialing up some nut bag who asked a slew of questions about their product.
Well, I didn't say all that. I just said that I was impressed by their customer service, or something like that. In the age when user reviews are king, but mostly negative, I wanted to give OWC a hearty pat on the back for making the extra effort of calling a form filler.
BTW, my questions and their answers were as follows:
Q1. Are you offering upgrades to the CPUs on Intel Macs?OK, that last part didn't happen. But it would have been nice, huh?
A1. Stay Tuned, especially closer to MacWorld
Q2. Do you offer GPS add ons to MacBooks - ala the ModBook [which they are the American distributors for, but not the makers of)?
A2. No, installing such a device should be done by a professional, and, regardless would void your warranty. With the Modbook, the Apple warranty is already voided, but Axiotron [makers of the ModBook] provides an included 1 year warranty and offers an additional 2 years of protection.
Q3. What about colors for the ModBook?
A3. We don't make them, just sell them. [Although I contacted Axiotron, also by webform, and received an answer back that they are in talks with ColorwarePC to provide custom colors - and I was again hinted at to keep my eyes open as we get closer to MacWorld.)
Q4. Monitor upgrades for Notebooks?
A4. No, sorry.
Q5. Can I have a free unlocked iPhone?
A5. Sure! What's your mailing address!
I highly recommend OWC. If you want to upgrade anything on your Mac - more memory, bigger hard drive, anything at all - check them out first! There quality is top notch, their tech support is impressive, they have a ton of information on their site - like high-def Quicktime videos step-by-step of how to install RAM in your MacBook, and benchmarks for various Mac with incremental steps of RAM. (Can you tell what I was shopping for?)
And if you haven't heard of or checked out the ModBook - you owe it to yourself to at least look!
Two Words - Mac Tablet!