Conservative talk-show host Rush Limbaugh was having problems with his Mac. A program called Time Machine wasn’t restoring his emails properly and repeated calls to Apple Support were fruitless. Based on complaints in online forums, he wasn’t the only one either. So finally he complained about it on-air and that caught Apple’s attention enough to assign an engineer to go fix it (the guy had to delete the “null mail folder” and rebuild it in the internal directory with the terminal command). That’s the power of leveraging your voice . But you don’t need to have your own radio show, just deploy some of the technique that we described in “The Ultimate Consumerist Guide to Fighting Back” or in our interview with Ron Burley to get real customer satisfaction.
By March 17, 2008