Apple Store service, the way service should be
September 22nd, 2008
Late last week I flipped open my macbook, and was surprised that the battery was totally dead. I thought I had charged it, but there was no power. Turns out, even plugging it in didn’t help, the battery simply wouldn’t accept a charge, and the macbook (when plugged in) was telling me it couldn’t even detect the battery. I’ve had this particular laptop since March ‘07. D’oh!
A quick google search indicated that a few others had reported similar issues, and were nearly always resolved by getting a new battery, many people even mentioned that Apple had taken care of it for them. So I decided today to drop into the Apple Store at Yorkdale Mall and see if they can help me. What an absolutely fabulous experience.
Here’s how it went down: I walked into the (packed) store and made my way to the genius bar. I was hoping to schedule an appointment, but the digital sign said that all appointments were booked for the day. As I was deciding how I’d handle it a cute and energetic representative approached me and asked if I needed a hand. I relayed the battery story to her, and she politely asked if I had an appointment with the genius bar. I told her I didn’t, and before I could get another word out she said “one sec, I’ll get someone to help you”.
About 15 seconds later another cute rep in a different coloured shirt comes over and listens to the story. She asked how old it was, and I said “a year and a bunch of months” (I couldn’t exactly remember). She types my name into the computer, tells me with a smile that she’ll be right back, and walks into the back. A minute later she emerges with a brand new battery and a receipt for me.
“Here you go.”
“Wow, anything I need to sign?”
“Nope, you should be all set.”
A quick test to verify it actually did solve my problem and I walked out in under 5 minutes, very happy, with a new battery, and a renewed appreciation for service. The experience was inspiring, and I hope each person who deals with me, and with EllisLab feels the same way.
This entry was made on September 22nd, 2008 @ 13:40 and filed into Mac.
Daniel Decker wrote on September 22nd, 2008 @ 13:37
Derek, I have always felt that EllisLab was very similar to Apple in many ways. You all make great products that inspire others to do wonderful things, and you do so with grace and humility. So, Mission Accomplished, I’d say.