HELP! Apple Store called me in...

Discussion in 'MacBook' started by SFStateStudent, Feb 27, 2008.

  1. macrumors 604

    SFStateStudent

    Joined:
    Aug 28, 2007
    Location:
    San Francisco California, USA
    #1
    to address my Six Month Old MacBook 2.16, which developed "minute" scratches several weeks after I had bought it (lined up with the spacebar and touchpad); and after two attempts to have it replaced or repaired; is visiting the Emeryville, CA Apple Store @3:00pm with the Store Manager to workout a "reasonable" resolution to the entire situation, one that will be accommodating to "The Apple Store" and "MYSELF!" So, I laid out my concerns about not being able to sell my MacBook at a reasonable price, since it has the scratches on the screen, and my desire to purchase a New MacBook Air, or receive a New MacBook 2.16 without the scratches. Well, the manager stated, "I deserved a personal shopping visit today, and we can discuss the matter in detail and work something out to both of our satisfaction!" I was just blown away by those comments and kissed my dog and gave her extra treats, for my "good fortune!" Anyway, now I'm wondering what exactly should I ask for, and to what extent they would go to to appease this situation? Also, I thought it rather odd that they would call after I sent back their "customer service email questionnaire." Any IMMEDIATE feedback would be greatly appreciated. :p
     
  2. TEG
    macrumors 604

    TEG

    Joined:
    Jan 21, 2002
    Location:
    Langley, Washington
    #2
    Get them to replace it with the brand new MB and call it good.

    TEG
     
  3. macrumors 604

    gkarris

    Joined:
    Dec 31, 2004
    Location:
    "No escape from Reality..."
    #3
    They might give you the last model if they happen to still have them in the stores...

    Now that it's previous gen, nothing off their backs...
     
  4. thread starter macrumors 604

    SFStateStudent

    Joined:
    Aug 28, 2007
    Location:
    San Francisco California, USA
    #4
    I like that TEG...

    I'll definitely post my results right there in the Apple Store, for the world to read. :p
     
  5. thread starter macrumors 604

    SFStateStudent

    Joined:
    Aug 28, 2007
    Location:
    San Francisco California, USA
    #5
    Well...

    all went well. I'm waiting for my Brand New MacBook to transfer all my data from my MB 2.16 and then I'm outta' this store!!! The stats on my MacBook 2.4:

    # 2.4GHz Intel Core 2 Duo
    # 2GB 667MHz DDR2 SDRAM - 2x1GB
    # 250GB Serial ATA Drive @ 5400 rpm
    # SuperDrive 8x (DVD±R DL/DVD±RW/CD-RW)
    # Keyboard/Mac OS - U.S. English
    # AirPort Extreme Card & Bluetooth

    I spent maybe 5 minutes with the Store Manager, and as agreed upon during my phone conversation, I selected the Mid-Level MacBook 2.4 and they had one configured to my specs, and so began the transfer process.

    Apparently, these MacBooks just arrived yesterday and the Store Manager was very helpful in instructing me to configure my new MacBook immediately. So, I went to their Mac Pro and came up with those specs in a matter of seconds, and I was told, "that's do-able!" (is that a word?). So, in about 15 minutes, I'll be on the way home navigating the "horrendous" traffic with my week 47 iPhone and a Brand New MacBook 2.4 w/250GB HD, and 2GB DDR2 SDRAM sitting beside me! I LOVE THOSE Apple Store Managers!!! :p
     
  6. macrumors member

    Joined:
    Feb 20, 2008
    #6
    Why can't I ever get this kind of luck? :(

    When you were filling out the questionnaire I guess you checked the box that says something like it's okay to call me or something?
     
  7. thread starter macrumors 604

    SFStateStudent

    Joined:
    Aug 28, 2007
    Location:
    San Francisco California, USA
    #7
    Exactly what I did...

    and I was definitely surprised with the phone call inviting me to the Apple Store for a shopping spree with the Store Manager!:p
     
  8. macrumors 65816

    wvuwhat

    Joined:
    Sep 26, 2007
    #8
    That is customer service right there. They did the right thing and now plenty of people know about it and I would figure that you will be buying a Mac again partially because of this. Why can't all places be like this? I gladly pay more for exceptional customer service, I guess I may just be a small part of consumers.
     
  9. macrumors 68000

    Reflow

    Joined:
    Mar 30, 2005
    Location:
    NJ/PHL
    #9
    The questionnaire is from when you bring in your machine for service. I get theses all the time and yes the store manager get dinged on theses if they come back bad. That’s why the manager follow up on it.
     
  10. thread starter macrumors 604

    SFStateStudent

    Joined:
    Aug 28, 2007
    Location:
    San Francisco California, USA
    #10
    That's what I figured...

    Reflow. It's weird how this was my 1st questionnaire!:cool:
     
  11. macrumors 6502a

    marykay9507

    Joined:
    Jan 18, 2008
    #11
    exactly-- they are expected to follow up to turn your bad experience into a positive one-- that's good service-- glad you got your situation taken care of and enjoy your new computer!
     
  12. macrumors 68000

    Reflow

    Joined:
    Mar 30, 2005
    Location:
    NJ/PHL
    #12
    Just make sure when you do get good service, let them know when the next questionnaire come through....
     
  13. thread starter macrumors 604

    SFStateStudent

    Joined:
    Aug 28, 2007
    Location:
    San Francisco California, USA
    #13
    Will Do...

    I'm certain that a "Glowing Review" is in order!:cool:
     
  14. macrumors 68020

    Wild-Bill

    Joined:
    Jan 10, 2007
    Location:
    ?
    #14
    Wow, that's great. Congrats.

    Now, I wonder how I'd go about getting the same type of experience by telling the Apple store manager in San Diego that I have become disenfranchised with the sluggishness and easily detntable aluminum on my 2005 12" Powerbook, and that I'd like to replace it with a Blackbook. After all, the Applecare warranty is still good until November!!!

    Not likely, I know......... only because I don't think I could part with my awesome Powerbook.... unless they finally get WISE and release a 12 inch MBP. :p
     
  15. macrumors G3

    puckhead193

    Joined:
    May 25, 2004
    Location:
    NY
    #15
    that's awesome. I never get asked to fill out a questionnaire.... :confused:
     
  16. macrumors member

    Joined:
    Jan 8, 2008
    #16
    Are the scratches on the screen a know issue with certain models?
     
  17. thread starter macrumors 604

    SFStateStudent

    Joined:
    Aug 28, 2007
    Location:
    San Francisco California, USA
    #17
    Not sure...

    but I did make that point an issue. We agreed that my MB was in immaculate condition, with the exception of the minute scratches. I had a total of 24 charge cycles on the battery and I even had them saying "this MB is really clean!" My concern was simple (to me) and it addressed the issue that the scratches were caused through normal wear and tear on the MB in a very short period of time, as evidenced by my bringing it to their attention three weeks after I had bought the MB. I explained that if I had known that this was a problem with the MB, I would have done everything within my power to protect the screen with a screen protector or the foam sheet that came with the MB. I was adamant that there was no forewarning by Apple that this would occur nor was there any "recall" initiated addressing this issue. I was certain that this problem was not my fault and that they needed to step up to the plate and replace the screen at no cost to me or issue a new MB. These were the only two options I felt comfortable with, and they blinked. So, I'm wondering, as you are, if there are "more" MB out there that would fall into that category? I'm beside myself, that more threads don't exist on this problem.:cool:
     
  18. macrumors regular

    Joined:
    Mar 10, 2006
    #18
    Hello fellow SFState student,

    I agree with the service at Emeryville's apple store. They are the nicest bunch out of the many apple stores in our lovely bay area. hehe. When I brought in my 1 week old MBP for a jittery trackpad, the genius looked at it for 5 mins, confirmed the problem and exchanged it with a new one right on the spot. He apologized for the inconvenience and let me on my way. On the way out was a lot of "thanks for stopping by" from almost all the employees.

    Hmm.. however when I called them yesterday afternoon regarding the new MB and MBPs, they said they weren't getting any till Friday. suspicious... :confused: oh well, i ended up getting a new updated MBP from stonestown hehe. :D

    -JoE
     
  19. thread starter macrumors 604

    SFStateStudent

    Joined:
    Aug 28, 2007
    Location:
    San Francisco California, USA
    #19
    Alright, Go Gators!

    They had 'em stacked and packed in the back, since they just arrived yesterday evening. I was lucky enough to get one that met my configuration specs, otherwise I would have had to wait until tomorrow. The signage wasn't even up and ready on their displays, but they did have the new line of MB's on display.

    I was a little disappointed with their CS regarding the scratched screen, but that immediately changed when the Store Manager called my house. I never went in to Emeryville demanding this or that, but tried to get them to work with me and when that failed last week, I pretty much "chalked it up to experience." But, the Apple Gods were looking down upon me! :p
     
  20. macrumors regular

    Joined:
    Sep 4, 2006
    Location:
    San Jose, CA
    #20
  21. thread starter macrumors 604

    SFStateStudent

    Joined:
    Aug 28, 2007
    Location:
    San Francisco California, USA
    #21

Share This Page