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Wednesday, March 12, 2008

Apple Customer Service, Part 2

At nearly the same time my iPhone flew out of my pocket and was shattered, I noticed that my sleek black MacBook had a new physical defect! The top of the computer that covers the keyboard and includes the touchpad was splintering right on the edge. It was where my right wrist rests while typing and is where the little bump on the screen hits the cover.

I was getting ready to glue it, but I peered into the new hole in the my MacBook's case and saw there wasn't anything to there to be a base for a glue job.

After my glorious iPhone customer service experience, I thought why not try the Genius Bar again? Even though my MacBook was about four months out of warranty I had high hopes.

Got there at 11:00 am on a Sunday morning just as they opened. I was first in line and my assigned Genius looked at my damage for about two seconds and then started looking for the right part in the inventory. They had it, and my computer was wisked into the back room for immediate surgery.

I asked how much, and my newest best friend looked up and said, "Oh that is free! It's a known defect. It will be ready in about 20 minutes. We'll call you on your cell phone when it's ready."

Wow. Kind of stunned, I strolled around the mall and bought a new pair of pants. While checking out my phone rang. The Apple store says my computer is ready. Perfect timing.

Another fantastic customer service experience.

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