November 16, 2008

Truth in advertising...or at least in nomenclature

In Star Trek, Scotty maintained his reputation as a miracle worker by multiplying his repair estimates by a factor of four.

I don’t know whether the folks at the Apple Store follow Mr. Scott’s advice, or if they just happen to be remarkably efficient. Regardless, they have a well-deserved reputation for great customer service.

I carried my broken MacBook—I had dropped it—into our local Apple Store at about 1 p.m. The next available appointment at the Genius Bar, my concierge told me, was at 5:54 p.m. I could take that appointment and come back, or I could wait in “accommodation” mode, the Apple equivalent of flying standby. If another customer missed an appointment, I would be seen. But that meant waiting around the store, and my to-do list was long.

So I opted for the “QuickDrop,” leaving the computer with the concierge rather than speaking with a technician myself. Within “24 to 48 hours,” she said, a technician would call me with a diagnosis.

That was fine and, frankly, what I expected. So I left the ’Book with her and went on to the grocery store.

At home, while I was still putting away the bread and milk, my phone rang. The Apple Store technician confirmed my hard drive had failed and needed replacing. I gave him the go-ahead.

Just a few hours later, while folding laundry, I got another call. The ’Book was fixed and ready to be picked up.

That call came in just a few minutes before the appointment time I was first offered by the concierge.

So an estimated time of “24 to 48 hours” to diagnose my computer resolved into less-than-five hours to completely finish the repair. The “QuickDrop” service is aptly named. If you’re ever in need of a Mac repair, I strongly recommend it.

1 comment:

  1. I had an experience quite the opposite a couple of years ago when my first ipod went on strike, refusing to play any music and making a frowny face when I asked it to.
    Since then it seems public opinion of Mac products keeps going up. Its nice to see that my experience was not the norm and therefore Apple's popularity does not mean the world is going completely mad!