On a flight back from Paris last Saturday, my MacBook Pro got mangled. The clamshell lid looked like an axe went through it and the display was GONE. I was able to use it only with an external monitor. I took it in to the Apple store in Ottawa on Saturday for repair. I was naturally distressed because my Mac has my whole life on it. I use it every single day. I explained the problem, and asked a bunch of questions:
- How much to fix it?
- How quickly can it be fixed?
- If parts are required, can they be ordered in advance and I will pay for them now and then bring the Mac in when you are ready to repair it and then wait for it.
The repair was $850 CAD. Apple decided right there and then that the damage was not my fault and told me that they would be happy to cover it under my existing warranty. The repair would take a couple of days and they did indeed have the part in stock. I was blown away by their offer and was happy to leave my MAC in their care. I got an e-mail from the store that evening – they had stayed late and fixed my MAC. I could pick it up at my leisure. I did so on Sunday. The final charge was ZERO DOLLARS and ZERO CENTS.
Needless to say I am a very happy customer and will remain a loyal Apple customer! Wouldn’t it be great if all of our customer service experiences were THAT GOOD?!