Anyone who knows me understands how attached I am to my laptop. It’s pretty much like another appendage. So needless to say, if said appendage were to ever break, it’d be like putting my entire left arm in a cast. Semi-pathetic, I know, but it’s really true. Most everything I do is on a computer, so it’s essentially a necessity.
I’ve always been a computer kid, but when I got to use one of my ex’s Mac Books for a couple weeks I fell in love. I loved the sleek interface, the speed that it always seemed to have no matter how many applications I had running, and the organizational ability. I had to have one.
Eventually I got one of my own, and I was like a kid in a candy shop. My laptop and I did EVERYTHING together. We played games, we listened to music, we watched movies, and TV shows, we wrote stories and blog entries…we were practically inseparable for over a year.
Then, one day, I opened up my laptop and pressed the power button, and all I got was a small spinning “gear” looking graphic, and a gray screen. And that’s it. I panicked. I tried everything. I tried rebooting it, hard booting it, looking through everything I could possibly come up with in my feeble, wannabe techie brain. Eventually I gave up, defeated. I couldn’t get my laptop to boot up.
I decided that the best course of action was taking it to the Mac Store. I was a bit disheartened, because I didn’t have enough money to replace a hard-drive, which is what I figured it was going to be. And, I didn’t get the Apple Care Warranty on my computer either, so I feared the worst.
I walked into the Mac Store at the Fashion Valley Mall in Mission Valley San Diego, and was greeted instantly by one of the employees who noticed that I was carrying my laptop. He helped me make an appointment at the Genius bar. After that, I paced around the store looking at various programs that were way out of my price range, ogling all the shiny new laptops, and desktops, IPods and iPhones, coveting each and every little morsel of electronic bliss. Eventually, my name was called and I walked up to Jason, the genius who was going to help me.
I gave him my laptop, and he plugged it into a few different things, and eventually diagnosed exactly what I’d feared. My hard-drive was fried.
My heart sank. I didn’t have the money to replace a hard-drive. He asked what I’d like to do, and I told him I really didn’t have any other option than to just wait until I could afford it. I’m not really sure if he could see something in my countenance, but he held up his finger and told me to wait for a moment. He walked into the back for a few minutes, then came out and told me that he’d just go ahead and “pretend” I had the warranty on my computer, and replace it for free, and even told me he would replace the crack in the keyboard that I got months previous from setting it down a little bit too hard.
I stared at him for a minute, and asked why he was going to do it all for free for me. His reply:
“You look like you’ve had a shitty day, so, I figured I’d try and help out.”
I gave him my broken laptop, and a couple hours later, it was returned to my possession, 100% functional. Sure, I had to get all my programs back again, but honestly I was just happy to have gotten it fixed for free. Jason pretty much saved my ass. All this entire experience did for me was reinforce my loyalty to Apple. He didn’t have to fix it for me, he could have just turned me away because I didn’t have a way to pay, but he didn’t.
I grew up with a father who taught me to always, always, always appreciate good customer service. To the point of driving five miles further down the road past an establishment with the exact same name, just because we know we’d be treated better at the one further away.
I’d drive to San Diego if my laptop broke again.
Bravo Apple. Bravo.