On the 5th of July I posted This regarding the experience of booking my Powerbook in for it's screen to be replaced.
Since then, I'd checked the Website regularly, unfortunately the information was not helpful, just that my Powerbook was awaiting repair. A little more info on this page would have been useful, e.g. 'awaiting parts', 'On the bench', 'Final Testing' this would show progress to the customer.
I was told that the repair would take between 7 - 10 days, and I put my expectation firmly at the 10 day end of the scale, with this being a Free repair, I would expect paying customers to get the better service, however Wednesday came and went. I did think about phoning the store, but knew that it would be completed as soon as possible, on top of this I've been manic at work and I've not had much time to use the Powerbook anyway.
Last night I got a phone call at around 16:40 to say that the Machine was in final testing, was expected to pass and just to drop into the store to pick it up, also there was an apology for the length of time that the repair had taken. I was told when I booked the machine in that there would be an email sent out when it was ready, but this did not arrive.
I turned up at the store this afternoon unannounced with my two daughters and walked straight up to the Genius Bar (While noticing that there were 11 names on the board as booked in for appointments.) The store was noticably busier than when I booked the PB in and there were more staff in evidence in general. After seating my daughters on a stool each, Someone attended to me within a couple of minutes. I handed over the receipt I was given for the machine and the Lady disappeared into the back for 5 minutes before returning with the PB, showing me the new screen and booting it up. I was now in a fight to keep my two girls from disappearing in different directions and checking that the PB was OK, but the girl behind the counter was excellent and within a couple of minutes I'd accepted the repair.
On the whole, the service was excellent, responsive and warm. I had niggles, but in the end, that's all they were, niggles. They did not hinder my experience or the repair of my machine.
A+ for Apple on this occasion.
Since then, I'd checked the Website regularly, unfortunately the information was not helpful, just that my Powerbook was awaiting repair. A little more info on this page would have been useful, e.g. 'awaiting parts', 'On the bench', 'Final Testing' this would show progress to the customer.
I was told that the repair would take between 7 - 10 days, and I put my expectation firmly at the 10 day end of the scale, with this being a Free repair, I would expect paying customers to get the better service, however Wednesday came and went. I did think about phoning the store, but knew that it would be completed as soon as possible, on top of this I've been manic at work and I've not had much time to use the Powerbook anyway.
Last night I got a phone call at around 16:40 to say that the Machine was in final testing, was expected to pass and just to drop into the store to pick it up, also there was an apology for the length of time that the repair had taken. I was told when I booked the machine in that there would be an email sent out when it was ready, but this did not arrive.
I turned up at the store this afternoon unannounced with my two daughters and walked straight up to the Genius Bar (While noticing that there were 11 names on the board as booked in for appointments.) The store was noticably busier than when I booked the PB in and there were more staff in evidence in general. After seating my daughters on a stool each, Someone attended to me within a couple of minutes. I handed over the receipt I was given for the machine and the Lady disappeared into the back for 5 minutes before returning with the PB, showing me the new screen and booting it up. I was now in a fight to keep my two girls from disappearing in different directions and checking that the PB was OK, but the girl behind the counter was excellent and within a couple of minutes I'd accepted the repair.
On the whole, the service was excellent, responsive and warm. I had niggles, but in the end, that's all they were, niggles. They did not hinder my experience or the repair of my machine.
A+ for Apple on this occasion.
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