awesome customer service to poor in about 5 seconds…

Developer Joe recently had his MacBook Pro betray him and shut down.

I wasn’t with him when he took it to the Apple Store, but I wish I could have been there to hear the conversation between one of their “geniuses” and Joe – who’s an absolutely fantastic developer who’s probably doing things with his Mac that their geniuses couldn’t understand.

Apparently, when he took it in, he said the logic board had failed. After their standard questionnaire, they concluded same. So, they said they didn’t have the right part, but they’d call him when they had it in and fixed.

Yesterday (Sunday), they called him and said it was dead. But then, in an incredible act of customer service, they said they were going to give him a new one for free as a replacement. I’m sure they have records of all of his purchases and activities with Apple, and being a customer service-driven entity, decided this was the best move. And it is. But then…

When he spoke to them today, they asked him if he could bring in all the packaging from the original MacBook. Joe doesn’t keep that stuff, so he told them he didn’t have it. So they told him they’d give him a new one, but wouldn’t give him the packaging that accompanied the product.

We pressed him to make sure he asked about this when he got there. When he did, they hid behind the “company policy” explanation, without even trying to venture a guess.

I wonder if he’d had the box, but none of the insides that kept the laptop from moving around, would they have said he could have the box, but none of the insides?


1 Response to “awesome customer service to poor in about 5 seconds…”

  1. November 17, 2008 at 10:33 am

    My guess is it’s something relatively simple like they’d be able to return the dead one to HQ much easier if it had a box and packaging. Who knows what Apple’s policies are, but plenty of companies will take returns like that from their retail outlets as long as the packaging is there, but the retail outlet would probably have to jump through a bunch of hoops to return it without the packaging. And if that’s the case, I’d still call that good customer service. They might have mentioned that right away though. Perhaps just a simple oversight on the genius’s part.

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