Impressed with Apple service (iBook laptop)

[smkranz]

My oldest kid has an Apple iBook laptop that is 1.5 years old. It wouldn't boot up, could neither restore it or erase the hard disk to reinstall the OS...Apple Care could not further diagnose over phone except to say it was *probably* the hard drive, which would be covered by the Apple Care plan we had bought when it was new. Took the machine in to the Apple Store near Baltimore (Towsontown Center mall) at about 1:00 pm this past Tuesday. The place was mobbed. But there was a manager-type walking up the line pulling out service-related customers, so we only stood there for a coupla minutes.

They have an in-store tech desk, and we got an appointment for about an hour later. Wander mall...return. Appopintment was on time...they have a wall-mounted monitor where you can see where you are in line...iPod problems and computer problems have different queues. Tech determined the drive was hosed, could not replace in-store and would have to ship it. That was Tuesday. Wednesday, kid received an email from Apple advising they'd received the iBook. Today is Thursday...iBook arrived with new hard drive earlier this afternoon.

I am easily amused, and I suspect that a hard drive replacement is probably one of the easier things to do, but I think that's outstanding. My second kid will be going to college next fall and I will not discourage him from wanting an Apple laptop, tho I think he'll probably want a Powerbook rather than the iBook.

[akijikan]

Its not just your easy amusement. That is excellent service and turnaround.

[bobt]

Wonder if any other "Companies" (no names mentioned, one implied) are listeing/reading. Pretty impressive.

Bob

[Christopher]

You must've swooned them with your excellent rhetoric, as always.. Good to hear though that one can have some faith in this area, as sometimes it can be a hassle with other companies (many implied ).