The Apple Repair Experience
After a series of power outages in the Northwest, my Macbook Pro was left a little messed up. By messed up, I mean that it wouldn’t turn on unless it was plugged in via Magsafe adapter. Realizing that this, combined with the broken fan that had been ailing my Macbook for the 10 months I’ve owned it, probably warranted a call to Apple support, I promptly began my phone call into 1-800-MYA-PPLE. The first thing I noticed was that instead of using the standard “Press 1 for etc., two for etc.,) I was told to say the name of my product. “Macbook Pro” elicited the “Sorry, what did you say?” response. Obviously, they aren’t using the same speech recognition as their operating systems. After about 5 minutes of navigating their automated systems, I was put on hold, with an estimated 15 minutes of wait time. After 25 minutes of horrible waiting music (think Nickelback and fake Oasis), I was connected to an Apple Customer support technician.
Being a 14-year old kid, mostly on customer service lines I am treated like an idiot. I was used to this, even though it infuriates me. For the first time I can remember, I was treated like I should be: like any other Apple customer. The two problems with my MBP were promptly addressed, and he promised a package for me to return my Macbook Pro back to them with in less than two days. The box came today, almost 48 hours since I hung up with them. This is how customer service should be, I have now decided. Kudos to Apple for their amazing customer support, and kudos for helping a broke teenager repair his Macbook Pro for absolutely free. Anyone else have any other Tech Support experience they want to share?
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