科技界一直流傳 Steve Jobs 偶然會自己回覆 Apple 用家的 Email，據說互相對質的也有不少。接任教主的 CEO Tim Cook，這次為用戶所做的已經不是回覆電郵這麼簡單，他親自聯絡 AT&T，幫助一位果迷取消了 iPhone 3GS 的合約。
這位果迷是真正的果迷，家中有四部 Mac 機，兩個小朋友從一歲就開始用 iPad。他因為要被派去加拿大工作，所以希望把合約已經到期的 iPhone 帶過去。不過因為 iPhone 3GS 還是獨家給 AT&T 的 Sim Lock 版，所以他希望把它解鎖到加拿大時可以繼續使用。但 AT&T 拒絕為他提供解鎖服務，並表示只有蘋果才能這麼做，最後一位主管甚至說：「你 JB 吧！」無奈的苦主只好抱著最後希望寫 Email 給 Tim Cook。
奇蹟就發生了！這位果迷收到了 AT&T 的來電，通知他已經收到 Tim Cook 的要求，會馬上為他解鎖。最神奇的是事後他太太收到自稱 Tim Cook 助理來電詢問 AT&T 是否有幫他解鎖了，他太太還驚呼為甚麼 Tim Cook 會管他先生的手機呢！
英文 Email 全文：
My family is immersed in the Apple brand. All 4 of my children (aged 2 to 8 ) have been using iPod touches, iPhones, iPads, and iMacs since they were a year old. Our television is a 27” iMac using eyeTV. My kids talk to their grandmother every second day via video Skype on the iMac. All of our computers are Macs (we have 4 in the house). Apple has touched every aspect of our lives and made it richer!
My company recently moved me to Canada for a work assignment for a few years. My wife’s iPhone 3GS had finished its contract with AT&T so I bought her an iPhone 4 the day we moved to Canada. I took her iPhone 3GS and I contacted AT&T to see if I could have it unlocked so that I could use the phone with a Canadian carrier with a “pay as you go” plan for casual use (I’m forced to use a Blackberry for work, but I hate it so I’d like to use the iPhone for phone calls). This is where my problems began.
Basically AT&T told me that they couldn’t unlock it, only Apple could. I called Apple (but was routed through Apple Canada) and they told me “ask to talk to a supervisor at AT&T because the customer service rep won’t know the process, but AT&T definitely can unlock it”. So I called them back and the supervisor was adamant that they couldn’t help me. “Just jailbreak your phone” was their advice.
I didn’t want to jailbreak my phone, I like Apple’s curated experience and I don’t want to stray from that. However after several more calls to both AT&T and Apple, I made no progress. So I’m turning to you for a final plea.
I love Apple and will continue to buy your products regardless of what happens with this situation. However, I did pay $600 some odd dollars for this device (even though I bought it on contact and they say its subsidized, I’m basically paying for the device in my monthly payments) and I’d like to be able to use it.
My thanks to the Apple team, keep innovating!