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Apple: Broken Keyboard: Apple to the Rescue!

I left the gate to my office open, and when I went inside, I noticed my Return key on my MacBook was broken. I think my 1.5 year old got to it.

I read online that it's best to just bring it in to the Apple Store. It turned out that there was a small plastic part that was broken. They have a drawer full of keyboards which they use to replace broken keys. However, the Apple Store near my house didn't have the right keyboard.

I went to five Apple stores in all, and none of them had the right type of keyboard. Somehow, my 2008 MacBook is different than everyone else's. The person at the fifth store checked, and my warranty had expired just two weeks earlier.

The guy at the "Genius Bar" said, "I'm not going to petty. We'll fix it. We'll just replace the whole top case." The top case includes the touch pad, etc. and costs about $150. I gave him my laptop immediately, and picked it up four days later.

In the past (about five years ago), I had some really bad experiences with Apple support, but this experience was radically different in a whole range of ways. All I can say is:

Apple, thank you!


Steve said…
It's that kind of thinking (and behavior) that wins loyal customers. I'm sure if they'd forced you to pay for a replacement because your system was out of warranty you'd have been equally vociferous about it, and several non-Apple customers would have thought to themselves "right, won't go there, then".

I just can't figure out why excellent customer service is the exception rather than the norm. Probably because too many businesses are run by accountants with an eye only to this year's bottom line.
jjinux said…
Steve, I couldn't agree more.

Recently, my dad had a similarly positive experience with T-Mobile (i.e. one where they went way above and beyond what was required). This was a good counter to the negative experiences I've had with Sprint lately. Hence, I hope to buy a G1 and switch to T-Mobile in April.
Unknown said…
A very sensible 'genius' there!

The economic situation will pressure more companies into better service, as it's much cheaper to keep existing customers than to find new ones.

Those companies that treat their customers (their lifeblood after all) poorly will be more likely to go out of business. So, in the end, we should get better service overall - this logic is turned upside down with bailouts, moral hazard and the like, so we're in for an interesting time...
bushman said…
if it costed you a sweet $150 why shouldnt they give u the best of service. I was hoping u were sarcastic with ur post but it appears that you were actually satisfied by their service.
jjinux said…
bushman, perhaps I wasn't clear enough. He didn't charge me anything. He gave me the $150 top case for free.

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