Apple Customer Service Part II

Well, this is a follow-up to my original post of how great Apple customer service is.

I own a Time Capsule, which is known to stop powering on after approximately 18months, and true to form, my time capsule died. I tried plugging it in various outlets, and none of them worked. Apple recently issued a recall for it, but sadly, my time capsule did not qualify. I figure I would make an appointment and see if they would make an exception.

Went to the Apple store, and after some diagnostics, they couldn’t get it to turn on either. However, since it wasn’t part of the recall, they couldn’t replace it at the store. Undeterred, I decided to call Apple technical support and see if they could do anything about it; Ten minutes later, they told me that they could process it through my AppleCare on my iMac. Within 2 days, a brand new Time Capsule was at my doorstep.

I’m always amazed at how forgiving and accommodating Apple is. After dealing with Dell and Verizon FiOS customer support (I wouldn’t wish that on my worst enemy, that is how bad it is), it is refreshing to communicate with knowledgable people who will help you out. 🙂

Apple Customer Service = The Best Ever

So, I had two important pieces of equipment near and dear to me have problems 😦

1) My battery on my MacBook Pro was dead. It wouldn’t hold any charge, effectively making it a desktop. I had forgotten to get the extended warranty on it, and the laptop is past the deadline (I purchased it back in Feb-March 2008)

2) My iPad (I’m not sure how I did it), had a pretty noticeable scratch in the middle of the screen. I was very very sad when I noticed it 😦

So I go ahead and make two appointments (one for the iPad, and one for the MacBook) at the Apple Store near my job. Given that the Apple warranty doesn’t cover cosmetic damage, coupled with the fact that my laptop was out of warranty, I mentally prepared myself to have to pay a good chunk of change ($130 for the battery, plus whatever it took to fix the screen).

When I arrive, I showed them my iPad and the crack. After inspecting it, the guy says he’ll see what he can do and goes to the back room for a few minutes. He returns with a new iPad (!!!) and while he reminds me that normally the warranty doesn’t cover it, they are giving me a break and exchanging it. Happy face 😀

With that done, I proceed to my next “appointment” with my MacBook Pro. They run their battery diagnostic test (which by the way, is pretty cool how they do it. They plug in an iPod with proprietary software which checks out the battery, connectors, internal parts, etc.). After confirmation that my battery was indeed dead, he went and provided me a battery free of charge, as well as a 1 year warranty on the new battery (!).

Apple could have (and definitely was entitled to) charge me for both services, and to be honest, I would have been fine paying it. However, I was impressed with how understanding and generous they were in approaching their customer’s problems. I guess buying an iMac, iPad, MacBook Pro, and all three generations of the iPhone helps out in the long run 🙂

Thanks Apple!

Update: For those with MacBooks, here is the site for optimal charging and maintenance.