I love my Apple MacBook Pro. I took the plunge in November 2008 when the new models came out, the units with the unibody aluminum case, the dual graphics cards, etc. It is a nice computer. Reviews started showing up online with comments about the screen hinge being loose. Of course I had to get one that when using it on my lap or in bed, the screen would fall over. So I decided to finally take care of the problem and booked myself an appointment for support at the Apple Store.
Friday night, I dropped the MacBook Pro off at the Apple Store for servicing. They took it, gave me a piece of paper to claim it when ready and away I went, with no computer in hand. Sunday afternoon I went back to the Apple store to collect my machine. They replaced the screen, and with the protective film on it I powered it up, saw my data and went on my way. After dinner, it was time to write a blog post. On came the MacBook Pro, everything seemed ok, until I tried to open Firefox. Nothing.
I realized quickly that I had no wireless connection. Not just connection, but no wireless card being recognized by the operating system. Ok, so I try to work backwards and determine what happened. I figure when swapping the monitor and hinge the Apple service team forgot to reconnect the wireless card. So back to the Apple store tonight. When I arrived, the manager (Mercedes) was very helpful and got a technician to commit to fixing it by closing time, one hour later.
Fast forward to 8:45 PM, 15 minutes to close. The manager tells me that there is bad news. The wireless card was damaged in the screen repair process and they need to order another part. She offers me a new machine, which I gladly accept. The beauty is that she did not stop there. The manager went on to offer me a reset on my Apple Care extended warranty, the upgrade to iLife ’09 and, get this, a 10% discount on the entire original purchase price of the MacBook Pro and Apple Care plan.
What else can I say but thank you.
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Nice! It’s amazing how much good customer service can turn what starts as a negative experience into an extremely positive one. Unfortunately, I’ve had just the reverse with a couple of places lately, namely the camera store, Henry’s, downtown. I won’t go into details, but their horrible customer service made me a dedicated customer at their competition! I’m glad Apple stepped up to the plate for you.
I too love my MBP. I haven’t had the energy to take it in for them to look into a couple burnt out pixels near the top of my screen, close to the camera. However, with your story here I just might!
I can say that every experience in their store (in Yorkdale Mall, Toronto) has been extremely positive. Not only do they do support well, the whole purchase experience is amazing too. When I first bought my computer in the summer of 2008, I had my wife and kids waiting in the car for me as I ran in to buy it. I was in and out in 15 minutes, which for a computer purchase is really incredible.
What a welcome change from too many other retailers.