Yâ€™know, itâ€™s not like Apple is the perfect company or anything, but every now and again I realize why I just love doing business with them.
There was that time that our cat tore three keys off my laptop keyboard. I took it to the Genius Bar, expecting to have to pay some other-worldly sum to replace the keyboard. The â€˜geniusâ€™ took one look and said: â€˜Let me guess. Cat, right?â€™ One minute later he pushed three snap-in keys onto my board and I was on my merry way, free of charge. Genius, indeed.
On another occasion, I had a broken power adapter. The salesman worked out that it was just a minor problem with the â€˜duckâ€™s headâ€™ (the bit that actually plugs into the wall). Popped, replaced, on my way…once again, free of charge. Try getting that kind of service at CompUSA or Best Buy.
Well, they did it again today. Iâ€™ve been into the San Francisco store quite a bit lately, picking up a spare battery and investigating a sound system for the pending move. I was a bit dumb (and the packaging was a bit less than perfectly marked), and it ultimately took three tries to get the right battery. There was also one salesperson who got, shall we say, a bit over-excited about what constituted the â€˜rightâ€™ sound system. Well, I responded to the storeâ€™s â€˜how was your shopping experience?â€™ questionnaire; today, the Store Manager phoned me to talk about what happened and how the experience could be made better.
Now, I should point out that I didnâ€™t give the store a failing grade or anything. Far from it. I donâ€™t think I even mentioned the salesperson with the speakers. The manager was just calling because the response â€œcould have been better.â€
He talked about how Apple could label certain products better (and the part he could play in making that happen). He apologized for the speaker incident after I explained it, noting that some of his employees are quite enthusiastic about what they do. He even proactively suggested that his staff could be better trained to identify poorly labeled items and ask the customer if they were sure theyâ€™d selected the right product. The only thing he didnâ€™t do was to offer me a free copy of Leopard for my troubles (ok, that might be pushing it, but it would have been appreciated nonetheless).