A Customer Service Experience Story

It happened this morning when I woke up.

My Macbook Air had mysteriously put itself to sleep, or rather, turned itself off entirely, refusing to start.

I did not freak out because of a data loss, since everything important had already been backed up, but I needed my computer to work on things, and not being able to work on things when I want to drives me insane. I booked an appointment to bring my laptop in to the Apple store to get it checked out.

I show up on time, and a 'genius' diagnoses my laptop and tells me that the hard drive is fried. I ask whether I could fix it and the genius states that it can be done and it will last me another 2 years (looking back at the conversation now I really, really should have recorded it). Since I trusted the brand, the technical expertise of their geniuses, I agreed to replace my hard drive for two hundred dollars.

I was more than overjoyed when they called me later in the day to tell me that it had already been done - I seriously thought this was impressive, considering how all other electronics dealers would take days to fix something. I happily paid for and retrieved my laptop, carrying it back home and tried it out. I left my computer on and idle for half an hour while I had something to eat.

Seating myself back at my work desk after dinner, I fiddled with the keyboard and found that my computer had fallen asleep again. I shut it down and tried to restart it but to my horror, it failed to boot again.

This meant that the 'genius' had made a recommendation, made me spend two hundred dollars, gave me false hope that my computer is going to last me another two years, and very frustrated that I am still dealing with a problem that should have been resolved.

Despite having a great brand, strong customer following and supposedly a technical team that is extremely qualified to handle issues like mine, I am disappointed this time. I hope Apple will show me tomorrow, when I bring my computer back in, that they can treat me right as a customer, because this really hurt the trust I had in their brand. It really did.