Kudos to the Apple Store
Just some public kudos for my local Apple Store at West County Mall in Des Peres, MO. Unfortunately, my MacBook Pro was one of the many with a fan problem. The fan on the left hand side of the machine made a nice grinding noise when the CPU got hot that was steadily getting worse (mine wasn’t this bad but the sounds were very familiar). Since I’m now a traveling consultant, I really didn’t want to be without my machine for too long, and with the holidays here, I had a week where it could go into the shop. I dropped it off on Saturday the 23rd, at about 1:30pm, knowing they’d be in their Christmas rush. The guy at the genius bar ran some tests, checked the machine in for repair, and told me they’d probably be able to turn it around by Friday the 29th or Saturday the 30th, due to the rush. That was okay with me, as I was simply hoping to get it back in a week.
Fast forward about 1 hour as I’m on my way home from the rest of my errands and my wife calls me and says, “your laptop is ready.” One hour turnaround instead of one week? At a store whose focus is retail, not repair? Two days before Christmas? I’ll take it. Thank you Apple for a very pleasant customer experience. Now let’s just hope the problem doesn’t return.
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Proof that Apple Store technicians, while quoting official turnaround times with the known repair traffic, will finish repairs as quickly as possible to offer the best service they can. Kudos to those guys.
[…] Back in December, I posted some kudos to my local Apple Store at West County Mall in Des Peres, MO. Back then, during the week before Christmas, they replaced one of the fans in my MacBook Pro in about two hours, when I was expecting to be without for a week. This fan issue was a known problem with the first generation of MacBook Pro’s with the Intel chips. Anyway, the other fan in it started rattling away recently (thankfully while it was still under warranty), and I took it in this past Saturday at 5:40pm. They told me it would be about 5 days. I let them know that I use it for work and would be traveling on Tuesday morning, so if there was anything they could do to get it done by then, that would be great (I have an older Powerbook that I was prepared to use). Well, at about 10:40am on Sunday morning, the call came in that everything was fixed. Once again, whether it’s a case of extremely conservative estimation or someone going over and above to get it fixed, I’m a happy customer. My MacBook Pro is quiet as a whisper again and I’m thankful to the techs at the store. I talked with a few of the guys there, next time I need to remember to get their names to publicly thank them. […]