The macbook pro notebook computer I use all day, every day, isn’t the one I originally purchased. I was a free replacement under the terms of my applecare warranty, bestowed upon me when the part for my 2-year-old powerbook G4 notebook was taking too long to come in. I blogged about that here – in June 2006.
It probably doesn’t surprise the folks who know me that some of the keys on this computer were looking a little worn. Recently, a few of them needed to be pressed harder to produce their assigned character. This week, one of them (the L key) decided it wasn’t going to work at all so I made an appointment for my local apple store’s genius bar.
Carl, the genius helping me, looked at my keyboard, he said “you’re a writer or something, aren’t you?” See, he is a genius after all. Carl told me that my keyboard would be replaced, and that the technician could fix it within the hour if I wanted to wait.
The best part? The computer is still under the terms of my applecare warranty. Because it was a customer service replacement, it was eligible to finish out the 10 months of extended care left on the powerbook’s contract. And, it was eligible to have a new applecare agreement take effect from that point, which takes the warranty on it to June 2009. The warranty replacement of 2 batteries, a power adapter and the keyboard more than cover the price of the applecare agreement.
And, that kind of customer service – after not even being able to get help from Dell or Microsoft when their products were defective and still under warranty – is why I love Apple.