Amazing Apple Service

Discussion in 'Apple, Inc and Tech Industry' started by CMelton, May 30, 2009.

  1. CMelton macrumors regular

    CMelton

    Joined:
    Dec 8, 2008
    Location:
    London, UK
    #1
    Hey Guys & Gals,

    Just thought I'd share my experience with you. I have a whitebook from 2007 and after a year and a half of pretty constant use the edges had chipped by the palm rests (apparently this is quite common as a quick mroogle told me). My charger was also a bit dodgy and seemed to only work intermittently.

    I booked a genius appointment for today at 5:40pm, was seen early and to my astonishment and delight (something I often experience when in an Apple store!) they told me to come back within half an hour and it'd be done (replaced)! I thought I was going to have to leave my machine behind and had prepped myself to be machineless for a few days.

    I am so pleased with apple. The genius's couldn't have been more helpful. The repair was done instantly, and suprisingly they also replaced the bezel around the screen without me saying anything about it, and it didn't seem to matter that it was just before closing time - they were pleased to do it on the spot rather than take it off me!

    I think that today has been one of the best customer relations experience I have ever had, and certainly is how it should be done!

    Thanks Apple!
     
  2. Hellhammer Moderator

    Hellhammer

    Staff Member

    Joined:
    Dec 10, 2008
    Location:
    Finland
    #2
    Good that you are happy. It really depends on Apple Store you visit and who Genius is helping you. Some people have gotten very bad service from Apple eg. after installing 3rd party RAM they didn't help at all.
     
  3. equalsabracket macrumors regular

    Joined:
    Nov 10, 2008
    #3
    I agree with this point more. It's touch and go. Apple fanboys look at apple in the same way that spiritualists look at psychic readings - everything that's been a bit off or bad about them they forget and cling to those things where it's great. I'm sure i could come online after every other visit to mcdonalds and say how exceptional their customer service is (and it's really never failed me) but i'm sure there's bad things they've done which i've forgot about such as keeping me waiting for ages or giving me the wrong order.

    Edit: To give this thread a bit of fairness, i went to an apple store with my ipod just out of warrantee but which had broke within warrantee (after 10 and a half months). I live over 100 miles from the nearest apple store and therefore didn't have an opportunity before then to get it sorted out and in my personal experience, it wasn't clear to me what to do to get it sent away (i'm still not sure if thats even possible for free). At the american store, they told me they could fix it but once they found out it was an international ipod they said they couldn't because it uses international parts. At the british store, they said i had to buy a new one, they wouldn't fix it for me (the audio jack wasn't working, that was the problem). You can stick up for them and say 'it was out of warrantee, they didn't have to do anything etc.' which i'm sure lots of apple fanboys will do in response to this, feeling that for whatever reason they have to stick up for them, but had they been a company with exceptional, astonishing and delightful customer service, they wouldn't have hesitated without doing it. It's very touch and go.
     
  4. NC MacGuy macrumors 603

    NC MacGuy

    Joined:
    Feb 9, 2005
    Location:
    The good side of the grass.
    #4
    I for one have got very mixed results from Apple repair. Always feels like the inquisition when I go in. You did this, it's not covered, sorry since it's out of warranty, it's working the way it should be.... I usually have to prove it's broke and then escalate to a manager if I'm lucky but sometimes higher for repair/replacement. Smug little snot nose prix.

    Glad the OP had good results.
     
  5. twoodcc macrumors P6

    twoodcc

    Joined:
    Feb 3, 2005
    Location:
    Right side of wrong
    #5
    glad you had a good experience. i've actually had several great experiences at an apple store, and some not so great. but almost never a bad one though
     

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