It had been awhile since I’d visited the Apple Store Genius Bar until, earlier this month, I had to take my laptop in for repair.
I bought my MacBook Pro over a year and a half ago in anticipation of needing a powerful laptop that could run both Mac and Windows and be a reliable computer for work. It was one of the first Macbook Pros that Apple produced. I hear a lot of people say when new models come out they are a little gun-shy and want to wait a few revisions before purchasing. I ignored that “wisdom” and bought this computer anyway, and it’s run pretty much flawlessly the entire time.
That is, until about a month ago when it started making some weird noises. The noises started fairly quietly and were intermittent, but over a period of a week or two they escalated into this: Fan Racket (mp3). Eek!
Because the noise wasn’t completely constant I broke out the microphone and recorded it. The computer is still under warranty so I knew getting it repaired was no problem, but I still wanted proof. Before I took it in for repair, I purchased a backup computer, a middle-of-the-line MacBook. I had some hard-pressing deadlines and couldn’t afford to be computer-less for a few days.
The next day, new laptop in hand, old laptop ready for repair, I walked into my appointment with the Genius Bar at the Cherry Creek Apple Store. The guy there was very impressed I had recorded the fan noise. Despite the fact that my ailing computer wasn’t making a sound at the moment, he believed me, and checked it in for repair.
Nineteen hours after dropping it off, the store calls and says, “Your computer is repaired and ready to be picked up.” Wow. The guy had told me it would be quick, but I was thinking in days, not hours (especially since this was during their Christmas season rush).
Apple gets a bit of flack about their Genius Bar. I’m sure some of it is warranted. Maybe it’s just that the press doesn’t like them calling it a “Genius” bar. The truth of the matter is that every time I’ve had to visit there over the years they’ve given me top notch support.
Everybody has something to learn from these types of experiences. Kathy Sierra talks a bit about this in a blog post that highlights the difference between the gorgeous marketing materials for products and their dull, white manuals. Why do most companies treat their potential users so much better than their actual users? I suppose we know the answer. It’s more work, it’s harder, and it’s expensive. But it obviously pays off too. From the unboxing experience and the gorgeous manuals to the free training classes and the genius bar, Apple treats their customers very well. Apple’s doing pretty well for themselves and they consistently rank #1 in customer satisfaction among computer companies.
I’m glad to have my MacBook Pro back and hope I’ve learned a bit on the way.
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Be Good Not Bad is all about really good web design, based on the utmost respect for web standards, accessibility and respect for the user. Based in Denver, Colorado, Be Good Not Bad is run by Brian Warren, freelance designer, blogger, homebrewer and coffee nut.
Yea, one thing most places skirt over is that there is only ONE personal computer manufacturer with its own stores and service (in NYC 24/7) where they don’t blame the OS and where MS blames the manufacturer and there is ZERO charge to try and figure out what’s wrong even when it’s not under warranty - that you can walk in with a simple question to the most complex question and you will not be met with a blank stare - how many companies offer you that? Let alone at nearly 200 stores across the globe? They also do not ask if you bought it there or at another Apple retailer - they are just there to help you resolve the problem. Sure, they are busier than before and you can’t just walk in to the counter as when it first started but you can still amke free same day appt’s so you can just walk in and up to the counter ... how much is that worth to you?
§ #1 By jbelkin at 12:40pm on December 24 2007
I’ve had to hit the Genius Bar twice, once each for two different computers. Before I went the first time I was warned that they would diagnose my MacBook Pro’s problems as “logic board” (the screen had turned completely wonky). Sure enough, that’s what they said. They then took it in and, five days later, had it repaired. They had not replaced or done anything to the logic board—they replaced the malfunctioning screen and installed a new hard drive.
Last week I brought in my daughter’s G4 Power Book, which wouldn’t boot most of the time. What was their diagnosis? Sure enough, logic board. They’d fix it for over $1000. To test it, they moved the RAM chip into a second, open, slot.
Result, the laptop has run fine ever since and we’re saving ourselves either a $1000 logic board repair, or buying a new laptop.
I can’t say that I’m really impressed by their diagnostic capabilities there.
§ #2 By Norman Hollyn at 3:00pm on January 01 2008
Norman, your second issue actually sounds like a logic board issue - the RAM slot (a part of the logic board) was probably bad. Moving the memory is a nice workaround as long as you don’t need to use that first slot.
I’m glad they took care of you and gave you the service you needed rather than wantonly replacing parts.
§ #3 By Brian Warren at 4:48pm on January 02 2008
I know I’ve had to use the bar six or seven times, from slot loading iMacDV, a Snow iBook, and a 2nd gen iPod. Because of the bar, I was able to keep the iMac and iBook running three years longer than I’ve been able to keep my (and I only have it because it was free) Dell Inspiron 6000.
My only complaint about the bar is that there isn’t one closer to me.
§ #4 By Jeff at 9:50am on January 03 2008
I enjoyed your comments about the new daughter. She really is beautiful. My grand daughter is too. Just remember, later it will seem like only a few months from now she will be in high school and dating.
In the report about the computer repair, you said the shop was in Cherry Creek Shopping Center. I can remember as a thirteen-year-old kid, riding Eddie’s bike from 775 Milwaukee all the way there and back. Seemed like about 3-4 miles. I was about 1-2 years older than Jenni.
Glad to see you’re still doing well. Eddie spoke highly of you the last time we talked.
John A.
§ #5 By John Aldridge at 4:02pm on January 21 2008
I would love to get a Mac but there isn’t a single place in my city that repairs or sells them. I would be at the mercy of online ordering. How is their warranty program if I have to mail it back?
Thanks for your great post.
§ #6 By Vinyl Wall Words at 1:02pm on March 01 2008
Apple’s service is great. I’m glad you had a good experience. What kind of Macbook do you have?
§ #7 By Joshua Gulick at 4:09pm on March 22 2008
Had great customer service from Apple on an iPod earbud issue. Their earbuds are cheap and faulty, but they sent me new ones within 12 hours(!) of my call to their customer support.
§ #8 By Vision Computer at 2:18pm on May 02 2008