Customer service at Brea, CA store.

Discussion in 'MacBook Air' started by mikey28, Oct 28, 2009.

  1. mikey28 macrumors 6502

    Aug 6, 2008
    Well, let me begin by saying that I love my MBAs, I have had both A and B.

    Last week, the hinge on my B popped out. I didn't drop it, no damage, just the popped hinge.

    I brought it into the store and they said they would repair it--no problem.

    They called me today, and said, "Your MBA is ready. Come and get it."

    I get to the store, they hand me the MBA. I look at the hinge. Whoa. It is set in unevenly, and when I open and close the computer there is a clicking noise. All this at FIRST glance.

    I spoke to the Manager, and said, "Why am I here? Anybody could see at a glance that this is not fixed. And you didn't need me to drive up all the way here to point this out. NOBODY saw that it's faulty?? I don't understand."

    The manager, VERY kind, simply said, "You're right. I'm going to make this right."

    He proceeded to give me a NEW MBA C in exchange for the one they failed to fix (MBA "B"). JUST LIKE THAT!!!

    WAY TO GO! I have written a letter to corporate to commend the customer service here at this store!!
  2. Gadgetman99 macrumors regular

    Sep 1, 2009
    Now THAT is customer service! Now all you have to do is change your signature line :)
  3. GoCubsGo macrumors Nehalem


    Feb 19, 2005
    That is really cool. In my experience Apple seems really great at righting a wrong but they do make sure to waste your time in the process. IE: Having to drive there or in my case transport a MacPro to the store three times.
  4. tigres macrumors 68040


    Aug 31, 2007
    Land of the Free-Waiting for Term Limits
    Top notch!!! I have had similar experiences in the past with our store here; bottom line is if your kind and level headed with good reasoning, they will always make good.

    Thanks for sharing.
  5. chrono1081 macrumors 604


    Jan 26, 2008
    Isla Nublar
    I've had nothing but excellent service with Apple as well.

    I ordered a laptop and iPod for a friend and I screwed up the iPod engraving. (It said "Go Penns!" instead of "Go Pens!". What can I say I don't know **** about sports :) ) and I called Apple to see if it was too late to change the engraving (and it was) but they wanted to credit me $50 and expedite my shipping cause they felt bad! I politely declined because I don't believe in making others pay for my mistake but I was stunned.

    Then, I ordered a new macbook pro, and a few weeks later an apple cinema display. I called to get a warranty and the nice lady on the phone put them on the same receipt so one apple care would cover both products even though they were purchased on different dates and I still got my student discount on the warranty!

    And the third time was when my new cinema display died :( No biggie, it happens so I called for a repair (because it was outside the return policy) and instead of repairing they shipped me a new one, and credited me $150 for the inconvenience! After taking it out of the return period mind you!

    As far as I'm concerned Apple is freaking awesome when it comes to customer service. (It also doesn't hurt that I am super polite.)
  6. Gadgetman99 macrumors regular

    Sep 1, 2009
    Can I be your friend? I would not care if you misspelled engraving on my new iPod or MBA. Really, I wouldn't! :)
  7. Abyssgh0st macrumors 68000


    Jan 12, 2009
    Did they give you the 2.13GHz, 128GB SSD? I sure hope so, since you *had* the Rev B with SSD.
  8. mikey28 thread starter macrumors 6502

    Aug 6, 2008
    Yes he did, he gave me the 2.13/ 128/SSD brand new in the box!!!
  9. rgarjr macrumors 603


    Apr 2, 2009
    Southern California
    Woahser, now I know which apple store to shop at.
  10. caonimadebi macrumors regular

    May 7, 2009
    I had a similar experience with my MBA at the Apple Store. When the repair came back worse than when it was sent in (came back with bad screen inverter, a pretty obvious mistake I should say). I had a HDD/1.6 Rev. B, and was offered an HDD rev. C replacement. I protested to the manager, politely, that my MBA had a MSRP of $1799, and was about to be shortchanged by a $1499 replacement. The manager went to the back and came out with a SSD rev. C MBA, which I thought was the fair replacement model.
    It may sound almost outlandish, but almost every single repair I've had with Apple came back worse than when it was sent in. It was either poor labor (misaligned replacement screen), or blatantly obvious mistakes like a missing AirPort Card (!!!) or a bad inverter (screen has the zebra stripes, and makes a buzzing'd think they verify their repair)
    OP, perhaps you could've asked for something more expensive, as your rev. B SSD was a $2499 machine.
  11. ayeying macrumors 601


    Dec 5, 2007
    Yay Area, CA
    I almost never have to send in my system for repair. I feel like I get good luck with my electronics. My iPhone lasted me over 2 years on the original battery too, dropped and everything and still kicking. Retired now that I got a 3Gs but still runs.
  12. mikey28 thread starter macrumors 6502

    Aug 6, 2008
    Yes, I guess I could have made the point that I spent more for my MacBook B, then the cost of the C he gave me.

    But why? He has no control over the price, and he essentially gave me an upgraded notebook.

    I think it was very fair, how he handled it. I see no reason, to "angle" for more...
  13. pukifloyd macrumors 6502a


    Jun 25, 2008
    Thats awesome! congratulations for your new air:)
  14. cfitz7111 macrumors 6502

    Jun 8, 2008
    I have never had anything but good service from Apple either in the store or on the phone.

    I have never had to yell or scream, just explained my problem, and they always did the right thing by me.
  15. sysiphus macrumors 6502a


    May 7, 2006
    There's your key right there--be firm and polite, and you'll be far more likely to get what you want.
  16. Scepticalscribe Contributor


    Jul 29, 2008
    The Far Horizon
    Great story and thanks for posting it. Good luck with the MBA and long may you enjoy it. Good service and honoured sales receipts (I have had a few iPods die within warranty, most recently this autumn, was was offered either a refund, or a repair or or replacement immediately) have been my experience too, from Apple and was one of the main reasons I switched to Mac computers in the first place.

    Cheers and good luck
  17. prodigee macrumors 6502a

    Sep 23, 2009
    Brooklyn, NY
    I dont know whether to say congrats or lucky bast*rd, so I am saying both :D. The managers at Apple stores in my area are really nice, and I must say that no matter where I go the service is great (with the exception of the occasional Genius, you know the ones who think they know it all, the black rimmed glasses, yeah those ones). I guess this truly is a testament to how great Apple customer service is.

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