Wonderful Apple Store Experience

[rdowns]

Since threads like these are few and far between, I thought I'd share.

Screen on my new MB was intermittently dimming. I thought it was me but the girlfriend confirmed it was dimming. Made a genius appointment for noon. Called my name at 12:05.

Explained the situation to the genius and he looked over the unit. Of course, it didn't dim. He said, "I believe you, we'll swap it out for another." I said I wanted to check out the build quality before swapping. Brought a unit out and it was fine. Asked if he would just swap out the hard drives to make it easy. He said, sure. 10 minutes later, I was on my way with a brand new MB.

Got home and realized he forgot to put restore discs in my new box. Went back to store to get them. He couldn't apologize enough and then gave me back the old Magsafe adapter. He said, everyone can always use 2 of them.

 

[kingtj]

Nice!

That's the type of top-notch customer service Apple should be giving people!

I've honestly had mixed experiences with my local Apple store. On one hand, years back, I was going crazy with a refurbished 22" Cinema Display I purchased from Small Dog Electronics and a G4 MDD tower I had it paired with. The display would randomly start drawing blotches of green pixels all over the place. I was *sure* this was a video card issue (overheating or bad video RAM), because I'd see the same issue many times before on Windows PCs where that was the culprit.....

I took the tower in to the Apple store, and they couldn't duplicate the issue on my G4 tower after a full week of trying. To their credit though, they waived the $50 diagnostic fee and didn't charge me anything else for all their time and effort. Only when I sold the G4 tower and put the Cinema display on a new G5 PowerMac tower did I learn it was the DISPLAY causing the problems! (Doh!)

But on the OTHER hand, I've had some really bad Apple store experiences more recently at the same store - including them forcing me to pay for a kid's game title I didn't even want to buy. (They left it sitting out on the table with iMacs set up for kids, and my kid thought she'd open the box and try to load it on a machine it wasn't installed on.) As far as I'm concerned, it's the store's negligence if they leave such things out on the table, vs. on the shelves.

Since threads like these are few and far between, I thought I'd share.

Screen on my new MB was intermittently dimming. I thought it was me but the girlfriend confirmed it was dimming. Made a genius appointment for noon. Called my name at 12:05.

Explained the situation to the genius and he looked over the unit. Of course, it didn't dim. He said, "I believe you, we'll swap it out for another." I said I wanted to check out the build quality before swapping. Brought a unit out and it was fine. Asked if he would just swap out the hard drives to make it easy. He said, sure. 10 minutes later, I was on my way with a brand new MB.

Got home and realized he forgot to put restore discs in my new box. Went back to store to get them. He couldn't apologize enough and then gave me back the old Magsafe adapter. He said, everyone can always use 2 of them.

 

[Scepticalscribe]

Great to hear of your excellent experience, something which is all too rare in our world. In general, Apple supposedly pride themselves on such customer care, and it is one of the main reasons I switched to Apple computers earlier this year. Twice, a few years ago, an iPod died within warranty, and twice Apple replaced the iPod without the slightest problem. Still, it's good and heartening to learn that their high standards are being maintained.
Cheers and good luck

 

[dukebound85]

another great experience i had just a couple days ago!

so my dads mbp died on us unexpectadly so we made a trip to the apple store

anyways we had great news. my dad and i went to the apple store and had them do a diagnostic text on the mbp. turns out the logic board was the problem. we did not have applecare and bought the mbp in 2006 however, the genius told us he would replace the logic board for free! he said it cost over 1k to replace it but that he would take care of it

im in shock as we were ready to part out the computer if the logic board was the issue. i really dont know why he said hed have it replaced for free but it seriously made my day!

in addition, my mb battery has been bulging and i asked the genius about it and he said they would swap it out for free! once again im amazed as my mb is not covered under applecare


what a great day at the apple store with great suprises in terms of service. i am still trying to figure out why on earth they would do it for free....we didnt even mention getting it fixed as he offered to have it done for no charge.


owell ill take it! still in shock!

i love the customer service way more than i expected

 

[iParis]

Nice!
I've had mostly pretty amazing experiences at the Apple Store.
Was once even offered a Job, unforturnately I'm not 18 yet.
Now that I've seen this thread I think I will make one about my most recent experience when I get home.