I’ve got a problem with my PowerBook G4 laptop. At the bottom of the screen, there’s a growing ‘pile’ of what look like tiny mouse droppings. I can’t be sure if it is a manufacturing defect or whether it’s muck that somehow has crept behind the front part of the screen. Either way, it’s mildly irritating. To be honest I think it could be muck because this machine gets some terrible abuse from fag ash.
As I was in London anyway, I thought I’d try my luck at the Regent Street Apple Store. Here’s the story.
I’m on a clock – three hours before I must head for the airport. No more Genius Bar appointments for today. The concierge guy says if I’m prepared to hang around, he’ll make sure I get seen within 90 mins. No worries, get some email done, drool over 30 inch cinema diaplays, check out the latest iPod add-ons. Less than an hour later and I’m being seen by Abdul. My records are retrieved and guess what: 19 days out of warranty. Abdul has a chinwag with his boss, they agree to treat it as in warranty as a gesture of goodwill and the fact I took it back to where I bought it, live in Spain, haven’t inflicted any obvious physical abuse to the machine other than a tiny fag burn to the Ctrl key. Wait time for repairs is over 4 weeks. Wow…that’s a bummer. Abdul makes a note about the situation on my record. When I go out to San Diego, I’ll be able to get the laptop checked and sorted out over there. Which means I’ll probably also buy a 23 inch cinema display while I’m in store. Maybe if I mention that to the US concierge…??? And oh yes – I will be taking extended warranty.
I’m delighted. And I still have the problem. But I’m confident it will be resolved. In fact more confident than I was before I went into the store. It’s part of why I’m no longer a Mac fanboy but a full blown Apple Bigot. I’ve experienced exemplary customer service and been changed by that experience. That’s innovation in action.
Name me any company, anywhere, in any industry that has this kind of impact on ordinary people?
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