Here is a story originating from reddit. Apparently a guy was calling Apple to setup an repair. While being on hold the music quality was horrible and in low quality. So he sent of an e-mail to Tim Cook as any of us would do right? Complaining about the music sound quality while being on hold.
To his surprise a woman from Cupertino called him up and said that Tim Cook had called himself and agreed on the bad sound quality promising a fix.
When Steve Jobs was alive he some times answered e-mails from customers. Apparently Tim is also doing that to some extent. I think it is good that the highest leadership of a company connects directly to a customer. Or maybe its just PR? What do you think?
Original reddit story here: I just received a call from the Apple Maps team