That's service

I promised that I would make a bigger effort to highlight good, positive things when I came across them. Boy did I have some kind of positive day yesterday.

My Macbook had a crack in the case resulting from an improperly seated titanium screw. This caused it to snag the plastic case and created a hairline crack. I took it to the Apple store, where not only did they agree to fix it under warranty but to do the repair in the store to minimize my downtime rather than shipping it off to the repair depot. I just had to wait for the part (a new bottom case for the Macbook) to come in to the store.

When it came in, I got a call two days later saying, hey, it's been two days, we're only holding on to the part for another three. I called back Monday night and said I never got the first call. They were willing to extend the time the two lost days for me to get the Macbook in. Nice touch. Since I don't use the laptop on Tuesdays, I figured that I may as well start my downtime on the day I can't use it anyway and ran right it over to the store that night. Seven to ten business days is what you have to expect for us to get this back to you, they said. No prob.

Tuesday, I come home from work and they have left a message: the Macbook is ready. Less than 24 hours. I shoot over to the Apple store, tell them my name and they knew who I am (and this Apple store is quite busy on weekends). I pick it up and am home in about twenty minutes. It's fixed and I have had no downtime. Kudos to Apple on all around great service.

At the same time, we are getting a new computer because the kids have demanded their own PC. Our current one has a dying hard drive but is otherwise a 4 yr old Dell gaming rig that can meet their needs. I have ordered the new one from AVADirect, which does custom builds. They spend 3-5 days doing a 'burn-in' of the computer, once it's built, to make sure it works fine. They were very prompt in getting things underway once I ordered it. It is still being built so we will have to see how that all turns out.

The new computer needs a monitor and the old one needs a hard drive. So I, on the advice of a tech-savvier friend, went through Newegg, which has low prices, fast shipping and all the computer components you would want. I ordered the monitor, with free shipping, and a new hard drive on Sunday, hoping that it would arrive around the same time as the new computer. The Newegg order shipped Monday.

Right before I got Apple's voice mail, I pull in and see my Newegg packages waiting on my front step. One day for a monitor from Jersey and a hard drive from California to get to my house. Apple and Newegg have not only mastered the quick shipping and service thing, but they have gone the extra mile to make you happy. A whole ton of factors (manufacturers, distributors, shippers, websites, employees) have to do their jobs with care and attention to make this happen. Human organizations and systems can work perfectly when they try. It is awesome to behold.

Now if the new computer can show up soon, and everything work right out of the box, that would make this whole thing perfect. But so far, what service!

1 comment:

orangepips said...

Your tech saavy friend writing here.

First off, congrats on the nerdtastic new look for your blog. Nice color scheme.

Second, be glad AvaDirect is burning in your system, which is custom built BTW to your specs. A lot of times part failure happens either very quick or takes a very long time. By burning in the system for you, you are avoiding the pain of early failure. So be patient.