Well anyways, I'm back in Canada this week for part of the holidays, I'll be heading back to Mexico on Sunday. My MacBook Air that has been around since what I think the very first day they were available (February 6th), started acting up a few weeks ago, the sound completely stopped working. I brought the Air in on Tuesday since that was the first time I could get an appointment at the Genius Bar, and let them know that I was leaving Canada again on Sunday. The guy was very pleasant and said they would be replacing the motherboard, and that it would be ready in 24-48 hours, likely Thursday because of New Years. They had the board in stock so if that really was the problem it was pretty much a sure thing.
Later that afternoon my girlfriend and I were back at the mall doing some shopping, so I thought 'hey why not stop in' to see what's up since I'd heard from one of the techs a few hours after I dropped it off saying they were 'testing' the machine, so it sounded like maybe it was ready. The first person I talked to happened to be the manager of the store, very friendly and they said they would go back and see what was up. Shortly later they came back out looking a bit disappointed and told me that they had to order another part, but not to worry, to call on Friday around 2, and if the part wasn't in yet that we'd try and figure something else out since I was leaving on Sunday.
Fast forward today to about 1:30, I get a call from the tech saying that the part had arrived, but it didn't fix the problem, and that he'd be talking to the manager to see about swapping the machine. We were out, and the store was on the way home, so I stopped in again. I went and talked to the same manager that I had previously, and they let me know that yup, they'd swap the machine for me and that they could have it for me by tomorrow! Fantastic, I was totally impressed right there, this is probably the most incredible retail service I've ever received.
I have recently been thinking of upgrading to a MacBook Pro from the Air since I don't have a full sized desktop down in Mexico since I moved there. So I just shot out the question. "I know it's a long shot, but it doesn't ever hurt to ask! I've been thinking of upgrading to a MacBook Pro, since we're going to swap the machine anyways, do you think I could just get a Pro and pay for the 'small' difference?". I was totally flabbergasted to hear "sure, why not! let me go back and get your computer". Out came a brand spanking new MacBook Pro, we took care of paying the little bit extra, and that was it! They even let me transfer my own data right there in the store.
Ultimately, I have already pretty much been a Mac customer for life, ever since I had my SE/30. But man, this kind of service is a sure fire way to keep a customer for life. I have never dealt with such pleasant people and received an outcome far beyond my expectations like this.
Thank you Apple! I'd also mention where this was but I didn't even know they'd be allowed to do something like this and wouldn't want to get anyone in trouble!
I also recently posted what we felt was a great story about the service (and ultimately the replacement product, like yourself) we received from our Edmonton Apple Store.
Good on you for taking the time to post - usually people only take time out of their day to share horrible retail experiences. I actually called into the store after the fact and relayed our positive experience to the manager as well.
Have a safe trip back to Mexico!
20" iMac 2.16 C2D
14" iBook 1.25 G4
8 GB iPhone 3G, 500 GB Time Capsule
Airport Express, 40 GB AppleTV
Too many iPods
Kawasaki ZRX1200R and too many Audis
Apple stores: Edmonton, Fashion Valley Mall San Diego, University Towne Center San Diego, Ala Moana Shopping Centre Honolulu, Kalakaua Avenue Honolulu, Kahala Mall Honolulu, Calgary Market Mall
Last edited by ZRXer; Jan 3rd, 2009 at 01:47 AM.
I got a replacement for my first gen MBP the day that new MBPs came out a couple of years ago. The day of the announcement of the Santa Rosa machines, I get a call saying that I'm getting a new machine because of the delay in fixing mine (parts kept on arriving broken), and that it's a top of the line new model. Sweet; I love Apple Store service.
Heh - I just this evening discovered that Apple has opened two stores down here - one in Mexico City, the other in Durango (the latter is an hour's drive north of me - yay!). Oddly, it doesn't show up on Apple.com's listing of international stores - but if you go to Apple it shows up.
Never been in the bus terminal long enough to notice! The wifi on ETN would be nice, but I'm only really on the Primera Plus airport bus. However I have unlimited data down there on my iPhone now so it's all good with PDAnet!
We should have an ehmacers in Mexico drink get together. I'm pretty flexible as I've picked up a car down there!