From May 11 to 14 we were in Los Angeles. Our goal: to gather inspiration, produce content, and experience the special blend of technology, creativity, and entrepreneurship the city is known for around the world.
On our itinerary were Santa Monica, Venice Beach, Hollywood, and Rodeo Drive. We wanted to take in new impressions, observe people, gather ideas, and understand how technology integrates into everyday life.
What we hadn't expected: the most important insight of the trip wouldn't come from an event, a meeting, or a tech company. It would come from a broken iPhone.
When a smartphone suddenly fails
A few days earlier, Ben's iPhone had fallen into the water in Fiji. Because of existing screen damage, its water resistance was no longer guaranteed, and at some point the device finally gave out.
For many people that would be annoying.
For an entrepreneur whose professional and private life is almost entirely organized digitally, this quickly becomes a real problem. So we headed to the Apple Store in Santa Monica with clear expectations.
Apple is one of the most valuable companies in the world. The products are not cheap. Accordingly, expectations for customer service are high. So we went.
The Apple Store test
Reality began with a wait of about an hour and a half. When we finally spoke to a staff member, we were disappointed. A repair wasn't possible. Instead, we were advised to buy a new device. That was understandable in principle.
The real problem only came afterward.
Since the invoice needed to be issued to a German company, the purchase couldn't be processed in the store as required. We were not offered a suitable solution. In the end we left without a working phone and without real support.
Of course not every technical defect can be fixed immediately. That wasn't our point. What disappointed us was something else:
We felt that no effort was made to find a solution together.
The most important lesson of the trip
Customer service doesn't show up when everything works. Customer service shows itself precisely in the moments when something goes wrong.
As a software company, we constantly think about how we can help our customers. Often the technical solution isn't the biggest challenge.
These are the most important questions for customer service
How does the customer feel in a difficult situation?
Is the customer taken seriously?
Are solutions being sought?
Is responsibility being taken?
This experience at the Apple Store reminded us why excellent customer service is one of our core values. In fact, customers tell us again and again that this is one of the reasons they enjoy working with us.
Not because problems never occur, but because we are reachable, think along, and find solutions together.
From Apple to Google
A Google Store was just a few minutes away. The difference was remarkable:
☀️ No line.
😊 Friendly staff.
🏝️ A relaxed atmosphere.
🤝 And a willingness to help.
Shortly after, Ben left the store with a Google Pixel 10a. Originally just a temporary solution. But it turned into an unexpected real-world test.
Why every software team should own an Android device
We develop digital products and regularly test apps for our clients. Of course, excellent simulators and emulation environments exist today. Still, nothing replaces using a real device.
Different operating systems behave differently.
Animations feel different.
UI controls respond differently.
And sometimes bugs only occur on real devices.
Having the Pixel allowed us to test apps directly on Android and reconfirm how important real user perspectives are to the quality of digital products. It's an insight we'll integrate even more into our processes going forward.
Why Ben ended up back at Apple after all
After our return to Germany, the temporary device was eventually replaced with a new iPhone.
Not because the Pixel was bad. On the contrary — Ben was pleasantly surprised. In the end, however, it showed how deep the integration within the Apple ecosystem has become.
Features like AirDrop or cross-device copy-and-paste between MacBook, iPhone, and other Apple devices have become part of everyday life.
Only when they're missing do you realize how often you actually use them.
Our takeaway from Los Angeles
We traveled to Los Angeles to be inspired by technology. In the end, the most valuable insight had less to do with technology and more to do with people.
Products can be excellent. Brands can be globally known. What remains decisive, however, is how customers are treated when they need help. That's when trust is built.
And that's exactly when you see which companies truly put their customers first.
Behind the scenes of our LA trip
🎥 In our YouTube series from Los Angeles, we take you with us to Santa Monica, Venice Beach, Hollywood, and through the experiences surrounding the unexpected switch from Apple to Google.
👉 You can watch the first video of our LA trip here!
👉 Find the complete LA playlist here!
Did we inspire you?
Then send us your message now!
#Startup trip Los Angeles#Apple Store experience USA#Customer experience technology