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My Genius Bar and iPad 2 experience...

That's way cool...

There's a business term: "Lifetime customer value"

The value over a lifetime, that a happy good customer represents to a company. Top flight customer care cements that value in... and it's worth it in spades to replace a $800 product, especially if the person is a young consumer.

On the other hand, one low paid employee with decision making authority having a bad day can cost a company a lost customer, and 10's of thousands in lifetime customer value.

It's never fails to amaze me how often businesses STILL get this wrong... as they claw their way to the top to win the "best customer no service" award.
 
Nice story. Here in NJ - I have had horrible experience at one of the stores. Another (one i always go to) is far better but not this nice.
 
I have had good and bad, I had my MBP replaced, but only after fighting with the genius bar rep for 40 minutes, he basically said my overheating 2011 MBP was standard, I got him to boot up a bench display model, he did, it ran at half the temp mine did.

I also had to pay for my dropped iphone to be replaced, which is fair enough, but all I wanted was for it to be a tad cheaper, as I told the truth and didn't try to bull crap my way out of paying, the guy kept acting like I pooped in his cereal, as if I was asking for it to be replaced for free, I was like, nah man, I want it to be a tad cheaper, I am broke right now and a full priced replacement, will put me in the red for a week.

Long story short, I have had good ones, bad ones, and some mediocre ones.
 
UPDATE to my situation: My iPad2 was never found. Yesterday, a Senior Adviser Repair put me in touch with a Senior Adviser Dispatch, and today I was informed that Apple will be sending me a new iPad2 overnight. They both apologized for this entire situation and went above and beyond to make this right for me. 😀 I am beyond appreciative!
 
ninerfan said:
UPDATE to my situation: My iPad2 was never found. Yesterday, a Senior Adviser Repair put me in touch with a Senior Adviser Dispatch, and today I was informed that Apple will be sending me a new iPad2 overnight. They both apologized for this entire situation and went above and beyond to make this right for me. 😀 I am beyond appreciative!
Click to expand...

Woohoo! Great news! 😀
 
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