Have you ever tagged a CEO or a company in a Twitter message out of sheer frustration? Maybe Delta lost your luggage or you found a glass shard in your salad at Panera Bread. Whatever the case, it can be a decent way to blow off steam, but every once in a while, the subject of the complaint will actually get the message.
Over the weekend, Washington Post editor Ron Charles decided to order prints of about 60 pictures from a recent vacation through Apple’s new Photos app. He was surprised to find that the pictures weren’t scheduled to ship until July 24th and then wouldn’t arrive at his home until the 31st.
Charles didn’t want to wait two weeks to receive a few dozens prints, so he did what most of us with Twitter accounts have probably done at some point — he tweeted at Tim Cook:
Surprisingly, that isn’t the end of the story.
Several hours later, Charles received a call from a woman who introduced herself as Ami from Apple. She told Charles that Tim Cook asked her to call about the photo order he’d Tweeted about earlier that day. Tim Cook (or someone representing Tim Cook) wanted Charles to know that although the estimated delivery might seem long, most customers receive their orders a few days early. Apple just prefers to play it safe.
As for Charles’ order: “We went ahead and expedited your order,” Ami said in an email. “Please don’t hesitate to reach back out to me if you have any questions or concerns.”