To read Part 4 of this series, click here
Part 5 of this series documents just the beginning of an almost unbelievable instance of Apple’s unique and amazing customer service.
First let me tell you the product we were dealing with. It was a MacBook Pro 15″ with a 500GB hard drive, 4GB’s ram, dual core Core i7 2.66GHz processor, high definition anti glare screen, and dual video cards. If you’re drooling right about now and thinking this is a sweet ride, you’re absolutely right! It’s an amazing machine that does not disappoint.
When I bought this computer I was very impressed with the build quality and what a pleasure it was to use. However, I did encounter a couple of negatives. The first was a glitch with the screen brightness keys. These keys worked only about half the time with no logical reason for not working the other half of the time. There was no particular program or condition that could reliably cause the keys to malfunction.
I use the computer a considerable amount of time in low light situations and so this feature is important to me. The other problem was that it occasionally froze up and had to be restarted with the power button. In spite of these things it was still a pleasure to use and, if not for a very fortunate turn of events, I may never have done anything about it.
At this point you may be asking, “why on earth would you not go have that checked out?” The answer to that question is simple. In the Windows world I was used to, these kinds of things are totally normal. If you brought your computer in for service with these problems, they would probably tell you it was a setting, a software conflict, or something else minor. Generally this would not be considered a hardware malfunction. So I just figured some day I would stumble across the reason for it. Either that or I would go into mega-research mode and figure it out once and for all. Fortunately, neither one of these things had to happen.
What eventually happened is I bought an iPad and needed some minor help with it. While I was talking to the gentlemen in the business department (the one mentioned in previous posts) I happened to mention these problems with the computer. He encouraged me to bring it in and have the folks at the Genius Bar take a look at it. I had talked to this guy before about this problem but had not taken him up on the offer. I figured the computer would probably not demonstrate the problem while I was there and I’d just waste my time. Kind of like when you take your car to the repair shop and whatever is wrong does not show itself and you spend a fortune having them chase down the problem.
This time I decided to take him up on the offer. Thus began the most amazing customer service adventure I’ve ever had the pleasure of being a part of. The explanation of the actual adventure however, is a pretty long story in itself. So in the interest of not making this post too lengthy, I will save the rest for the last post in this series.
If you enjoyed this article, please leave a comment and click the “like” button. Also, click here to join us on Facebook. If you click the “like” button once you get there, all new post notifications will appear in your news feed.
Thanks for visiting!
To read part 6 of this series, click here