bradandkathy.com

Amazing Service

This morning, I brought my MacBook Pro to the local Apple Store to have a couple minor problems fixed under warrantee. I figured I’d be without it for at least three or four days (the last I knew, all but the most trivial repairs got shipped off to a central facility in Texas). At about quarter after five this evening, I got a call letting me know my computer was ready to pick up. That’s an 8-hour turnaround on a walk-in repair on a Saturday! I arrived a little after seven to find they’d completely replaced both the logic board and top case assembly-definitely not trivial. I was in and out in less than ten minutes. I know Apple often gets high marks for their tech support, but this was just incredible. (I also know that some people have had a very different experience recently.)

As I think about it, though, it occurs to me that this is exactly how it should always work, isn’t it? When I drop my car off at the dealer for a few minor repairs, I fully expect to get it back the same day. Unless the repair is something big, I’ve found even borderline-incompetent car dealers are almost apologetic if they can’t get the car back to you the same day (unfortunately said apology sometimes comes when standing at the service counter to pick up the car that won’t be ready until tomorrow… but that’s a story for another day). So, is Apple raising the bar here? I’m not sure. I do know that in 17 years of owning computers (lots of computers!), a repair this quick is unprecedented.