This post originated from an RSS feed registered with Ruby Buzz
by Obie Fernandez.
Original Post: Good Customer Service at Apple Store
Feed Title: Obie On Rails (Has It Been 9 Years Already?)
Feed URL: http://jroller.com/obie/feed/entries/rss
Feed Description: Obie Fernandez talks about life as a technologist, mostly as ramblings about software development and consulting. Nowadays it's pretty much all about Ruby and Ruby on Rails.
Out of the blue yesterday the power to my MacBookPro started cutting in and out. I noticed that the sleeve of the thin cable of the power adapter had separated from the transformer unit, and that the wires inside were actually frayed (and disturbingly, appeared to be shorting out and generating quite a bit of heat, perhaps causing the problem to get progressively worse.) Ack! I jiggled the cable til the dot stayed green and hoped that it wouldn't get worse.
Today it got worse, where it was pretty much not working most of the time and I started worrying that at best I would permanently run out of battery charge or at worst it would fry my computer. So I headed over to the Apple Store at St. John's Center in Jacksonville this evening, arriving about 30 minutes before closing time. A store rep promptly asked if he could help me so I showed him the bad power supply and explained the problem. He took on a consterned look and told me that unfortunately there were no reservations available for the Genius Bar. (It was kind of a mob scene.)
"I don't know anything about that," I told him. He started explaining that in order to get a warrantly replacement, I would need to make a reservation with the service people and have them look at it, but that would be impossible tonight.
Fighting the urge to start ranting, I sweetly asked him, "Can I just buy a new one and send this one to Apple for replacement? Cause no matter what, I need to walk out of here tonight with a working power supply or I won't be able to work."
He walked over and grabbed a new power supply, priced 79 USD. It's not that I particularly wanted to spend money on a new power supply, but what choice did I have? The rep must have given the situation a bit of thought, cause he decided to be nice. He motioned one of the cashiers over and instructed him to give me the new power supply for free and send the old one back in the box as a defective return. Thank goodness for good customer service. Not to mention this blog post would have been A LOT different otherwise.
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