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So, somehow I never posted about my trip to the Apple store.
Last Wednesday (the 28th) I decided to take my laptop to the Apple store on the way home from work in the hopes that they could tell me what was wrong with it. (Massive video failure was the symptom.) I got there around 3:40 and stood in line for ten minutes at the checkout counter so that they could tell me that for technical support, I needed to go talk to the people at the Genius Bar. "Okay," I said, and went over to the Genius Bar, where I was told that I could sign up for an appointment on any of the computers in the store, and that they thought they could get to me in about 10 minutes. I was a little nervous because I had to pick Alex up from day-care before 4:30, but I signed up anyway. Five minutes later, I was called over.
I described the symptoms to the tech at the Genius Bar, and said that I'd been told that these might be due to a logic board problem and also told that Apple had a replacement program for faulty iBook logic boards. Yes, she said, this is true, and we'll go ahead and send it in. After about ten minutes of finding and filling out paperwork (with occasional interruptions1), I handed her my iBook and was told that it would be two to three weeks due to the number of repair requests they were getting for this issue. I told her that was fine, I just wanted my computer to work.
The transaction ended at about 4:10 PM. (I did get Alex on time.)
Friday I found a tag on my door when I got home from Otakon: Airborne Express had tried to deliver something. When I checked Hotmail (the address that Apple had), I discovered that I'd received an email on Thursday telling me that the repair was completed, and on Friday telling me that the computer had shipped to me.
Today, the DHL/Airborne Express van showed up at about 10:30 with my computer, and the guy told me that he'd tried to deliver it on Friday but I wasn't home.
Consider that. I send my computer out for repair on Wednesday, less than an hour before the close of business. On Thursday, it's fixed (and it is fixed - I'm having none of the trouble with the video and the freezes that I had before I sent the iBook out). On Friday morning, if I'd been home, I would have received my computer. On a computer which required a major component to be replaced - a repair which apparently thousands of computers are requiring - Apple had a turn-around time of 42 hours, including the time it took for Airborne/DHL to get the computer to my door.
And they paid for every penny of it. Shipping, parts, labor - none of this cost was on me. Apple picked up the whole tab.
1 - interruptions like this:
( Interruption )
Last Wednesday (the 28th) I decided to take my laptop to the Apple store on the way home from work in the hopes that they could tell me what was wrong with it. (Massive video failure was the symptom.) I got there around 3:40 and stood in line for ten minutes at the checkout counter so that they could tell me that for technical support, I needed to go talk to the people at the Genius Bar. "Okay," I said, and went over to the Genius Bar, where I was told that I could sign up for an appointment on any of the computers in the store, and that they thought they could get to me in about 10 minutes. I was a little nervous because I had to pick Alex up from day-care before 4:30, but I signed up anyway. Five minutes later, I was called over.
I described the symptoms to the tech at the Genius Bar, and said that I'd been told that these might be due to a logic board problem and also told that Apple had a replacement program for faulty iBook logic boards. Yes, she said, this is true, and we'll go ahead and send it in. After about ten minutes of finding and filling out paperwork (with occasional interruptions1), I handed her my iBook and was told that it would be two to three weeks due to the number of repair requests they were getting for this issue. I told her that was fine, I just wanted my computer to work.
The transaction ended at about 4:10 PM. (I did get Alex on time.)
Friday I found a tag on my door when I got home from Otakon: Airborne Express had tried to deliver something. When I checked Hotmail (the address that Apple had), I discovered that I'd received an email on Thursday telling me that the repair was completed, and on Friday telling me that the computer had shipped to me.
Today, the DHL/Airborne Express van showed up at about 10:30 with my computer, and the guy told me that he'd tried to deliver it on Friday but I wasn't home.
Consider that. I send my computer out for repair on Wednesday, less than an hour before the close of business. On Thursday, it's fixed (and it is fixed - I'm having none of the trouble with the video and the freezes that I had before I sent the iBook out). On Friday morning, if I'd been home, I would have received my computer. On a computer which required a major component to be replaced - a repair which apparently thousands of computers are requiring - Apple had a turn-around time of 42 hours, including the time it took for Airborne/DHL to get the computer to my door.
And they paid for every penny of it. Shipping, parts, labor - none of this cost was on me. Apple picked up the whole tab.
1 - interruptions like this:
( Interruption )
