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I’m Giving Apple Support an A+


April 15, 2009 by brian

And to think I was considering getting a non-Apple laptop as a replacement for my iBook…

After returning from vacation last week, I noticed that a portion of the screen on my iPhone was not responding to touch. It covered the whole width of the screen, but less then a quarter of the screen height. It made certain funcitons impossible, like starting apps that were in the second row of the home screen.

I tried a number of things in an attempt to resolve the problem (including reseting and restoring), but couldn’t fix it. It was obviously a hardware problem. As a last resort I asked Apple for help. Using their online support tool was super easy, and I was actually able to have them call me! This was perfect considering I was unable to dial the top row of numbers on the phone keypad.

The Apple Support Rep was awesome. He was extremely knowledgeable, and was even in the US. Right away he apologized for my problems and told me they were going to make it right. Even though my phone was 100 and some odd days out of warranty, they were going to replace it for me. The only catch was that I’d have to wait about 5-7 days until they got my phone and shipped me another. This wasn’t a great option for me, since my mobile is my only phone. It turns out that for only $29 Apple was willing to rush me a new phone, as long as I shipped mine to them afterward.

Within 2 days I had my new phone (potentially refurbished internals, but looked brand new). The packaging was awesome, nothing short of what I’d expect from a new Apple product. It even contained the packing tape needed to seal up my broken phone in the same box. I also got the special SIM card removal tool – a pseudo paperclip.

This experience was awesome, and definitely the best that I’ve had with a technology company. I’ve also had a great look at a refurbished Apple product and am very impressed. I’m now definitely leaning towards a Macbook for my new laptop. I may even get a refurbished one with AppleCare.

Thank you, Apple!

1 comment »

  1. John Benson says:

    This is great to hear! Apple replaced my logic board, keyboard, HD, and superdrive in one fell swoop a couple of months ago because my first gen MacBook was acting up.

    BTW, I pretty much owe my Apple ownership to you–I remember you showing of GarageBand in the G4 iBook you had and I was pretty impressed. Yeah!

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