Apple Customer Service
I recently lost the brightness controller on my Macbook Pro last week while plugging in a USB external hard drive. I believe that it shorted out the wiring in the left side USB bus and cratered the backlight controller for my display. This is the machine that I do everything on! Ughh!! So I set up an appointment at the Apple store to see about getting it repaired. I have to say that I like Apple for a lot of reasons and their customer service is one of them. I was greeted by one of the “Geniuses” after being 15 minutes late to my appointment. Nothing but smiles and questions about what was wrong with my Macbook Pro. After a few minutes of explaining what happened they looked up my warranty information and printed a couple of invoices and I was told that they would have to send it out for repairs.
After the weekend I decided to see if there was a way that I could tell when my laptop would be ready. I was very anxious to get my “baby” back on my desk! I went to the Apple website and selected support and found the page where I could check the status of my repair. To my amazement the repairs were finished and there was a Fedex tracking number there where I could track the shipment of my laptop back to the Apple Store.
I got a call the next afternoon informing me that my Macbook Pro was ready to be picked up so I off I went back to the Apple Store.
The “Genius” there was nothing but nice, they had offered to back up my MBP before they shipped it out. I have it backed up at home (which all of you should be doing) but thought it would be a good idea so I could just pick it up and go if they had to restore the data. I was informed that there would be a charge of $50 dollars for the backup. I received my MBP ready to go and was informed there was no need to restore it from the backup and that there wouldn’t be any charges. I explained to the “Genius” that helped my about the charges and I was willing to pay for the service. He told me that it wasn’t in the invoice and not to worry about it.
This is the kind of customer service that keeps me telling other people to purchase Apple products. They have the customer experience down pat! Apple products aren’t perfect by any means, but they know how to treat their customers and they know what customers want.
I used to never purchase extended warranties from stores like Best Buy or Comp USA, but I do buy them from Apple. I know there won’t be any problems getting something repaired or getting service for the life of the warranty. Do yourself a favor, back up often and buy “Apple Care” Apples warranty program.