A Tale of Customer Service
This morning I took my MacBook Pro to the Apple Store to have them look at it. The left speaker and the internal microphone weren’t working. This was my 3rd visit to the Apple Store for this machine. I wasn’t upset or anything. I have AppleCare on the computer and the last time they had to take it from me for repairs they had it back in 2 days. I figured something was going to be wrong with it enough for them to say that they couldn’t repair it on site. And then something amazing happened. This customer got served.
Apple Genius: When did you notice the mic wasn’t working?
Me: I tried to get on a conference call through Skype on Monday and that’s when I noticed.
Apple Genius: [looking at his computer screen, then back to my computer]
Me: [thinking this was when he was going to tell me that he’d need to take my computer]
Apple Genius: Do you have everything backed up?
Me: Yep, you can go ahead and take it.
Apple Genius: I’m assuming you wouldn’t have a problem with me just giving you a new one.
Me: …
So now I have a brand new MacBook Pro. Not only is it brand new, but it’s a pretty decent upgrade over the one I just gave up. I had that other machine for 15 months and it had the 5-hour removable battery and express card slot. Now I have the 7-hour non-removable battery and the much more useful SD card slot. The processor is slightly faster and everything else is pretty much the same. I just can’t even begin to express how happy I am that it went down this way.
