» Tagged 'customer service'

Apple Store Experience

Excellence in the Arts, the City - by - March 16, 2009 - 18:42 Etc/GMT+5 - Be first to Comment!

Okay, this was so great I just had to blog about it.

Late last week the trackpad button on my MacBook Pro was stuck… would not click. While investigating, I found my battery was swollen up, bulging up against the underside of the trackpad, keeping it from clicking. I removed the battery – it showed a full charge, but it has not been working right, dying at 30% charge, so I now knew what the real problem was. I put off calling Apple as I was busy.

So Today (Monday) I realize I have a trip coming up and I really need a battery. A quick look online, nope, will not get here in time – guess I need to run over to the Apple Store. I have heard some people have had good luck getting their batteries replaced under warranty, but those were newer computers, and most as old as mine just had to pay for a replacement battery (although my computer is still under the Applecare warranty.)

I arrived at The Domain around 1, and it is crowded – everyone is enjoying the nice weather after a couple days of winter. The Apple store is really crowded. I make my way towards the back when I get stopped by a guy in an orange shirt, “Can I help you sir?” “Um yea, I have a little problem” as I show him the battery, which is now split open. “Right over here, we can help you.”

My battery gets handed to a couple Geniuses, one to the next, finally a young lady says she just needs to check with a manager real quick, glances across the room and apparently got the nod – okay. The she explains to me that I really need an appointment, but since they don’t have any appointments available in the near future (SXSW maybe?) she would get someone to take care of it, just wait right there, it may be a few minutes.

Well before I can even get my iPhone unlocked, someone ask me for my battery, grabs a new one off the shelf behind me and ask me to go ahead and open it up as I follow him. We walk back to the counter, I snap the new battery in my MacBook as he scans the info, gets my name, zipcode and verifies my laptop is still under warranty. There you are, good to go.

And all of that took less time than it took for you to read this post. I am happy. My computer is happy.