I have to start this article with a quick apology. I am sorry that we were not able to get more video content to you during the recent NAMM 2017 show in sunny Anaheim California just over a week ago. This was due to two reasons.
- The internet upload speed in our hotel was shockingly slow.
- My 2012 MacBook Pro decided to start randomly crashing to black screen during the edit of the Day 2 Round Up video.
These two reason alone made it at best "tricky" to edit and upload videos for you. The content is coming so please accept my apologies for this.
This is not a story of how I wish Apple would make the machine of my dreams. You know the one that has all the power in the universe, with a megaton of RAM, 25 PCIe slots, 17 drive bays, USB-C, Thunderbolt 3 and which delivers me coffee every hour on the hour. Please people, it is not going to happen. As much as we moan and gripe in forums and on notice boards, if we want to keep working that way we are going to have to think outside the nice printed Apple box (more on this in future articles). Quite frankly Apple, you are off my Christmas card list.
This is a story of how a company can win back an fan boy with an amazing customer experience and service that was second to none.
System Wide Crash
Once I got back from NAMM 2017 I set about getting my MacBook Pro fixed. It's around 5 years old now so I had a bad feeling I was in for a hefty bill. I asked some friends in low places, one of whom works at my local Apple Store at Westfields Stratford City (East London) and he said they had no appointments available and my best bet was to turn up before the store opens at 10am, join the line and get a walk in appointment.
Friday morning I arrived at about 9:30am hoping to be first in line, I was wrong. I was about 9th and was amazed to find the staff put out a ticker-tape type line to organise those of us waiting to get a first-come first-served appointment. 10am comes, the doors open and a flood of happy Apple staff came to greet us. By 10:05am I'm talking with one of the team who has taken my contact info and a basic outline of the issues I was having. He said "You will get a text in about 30 minutes telling you to come back to the Genius Bar to check-in to get your machine looked at." I headed to a nearby, over-priced coffee outlet to kill some time and check some email (on my iPhone).
Almost bang on the 30 minute mark my phone pings with a message telling me to head back to the Apple store and check in at the Genius Bar. I begin to explain the sorry story of how my MacBook Pro was playing up, even though right now it is behaving perfectly. At this stage I was so taken with the number of tests my assigned Genius was running on my poorly machine. I totally missed his name so I am unable to give him a name check so very sorry to "My Genius".
Apple Tested For Faults
My machine passed all but one of the test. It failed the VST graphics card test. This is a common fault in MacBook Pro, so much so that it is covered under the warranty. I informed my Genius that this machine was 5 or so years old and that the Apple Care I took out then had long since expired. I asked him to take pity on me when coming up with a price for the repair. He said there would be no charge for the repair as this was a common fault and would be covered by them - What? A computer out of warranty covered by the manufacturers warranty? I nearly fell over. My Genius informed me that the repair would be carried out on-site but would take between 5 and 7 days. I would get an email telling me when to come and collect my MacBook Pro. I left a very, very happy camper.
Personal Faith Restored
You might think that I am a little ahead of the curve writing this article because as of right now I don't have the machine back but this is not the point of this article. My faith in Apple was restored by two of their Apple staff on the front line. The first of the two being the chap who checked me in before I even got into the store and the second being the guy who listened to my explanation of the issue and did not treat me like a moron who knows nothing about the finer workings of the machine which he and he alone is qualified to operate on. This is a story of a customer who left a store thinking how can he continue spending money with this company who has proven to look after me?