MacDailyNews reader “Lynnw” sent us an email this morning that’s too good not to share:
I have had a hardware issue recently with my original iPad 3G. I called Apple recently and they tried to assist me with the problem. I telephoned them again this afternoon because I discovered my warranty was going to run out on Monday. The problem I had was with the input area, it was slow.
Anyway, I spoke with a senior technical advisor and he didn’t want me to go to the trouble of going to an Apple Store or having to wait for another device because I am visually impaired… big time. He said hang on and you should receive a call from Apple.
Within an hour they were calling to inform me that they were shipping me a brand new iPad 2 3G and to simply sign the agreement so they could send me a box for the one I presently have. They’re shipping the new one first so I am not without one in the meantime. and email my John Hancock and they would ship out the device to me tomorrow. They asked if I wanted white or black, I said white and sure enough the guy confirmed that they would be sending me a white one.
I am sitting shell shocked from the kindness this agent and Apple in general has shown me, never mind grateful. What a company and I am so impressed. My husband nearly fell off his chair! I kid you not!
Amazing!
MacDailyNews Take: Apple Inc. The greatest company in the world.
It’s nice to hear all your fantastic stories about how Apple have a great service to their customers.
Sadly enough where I live (in Sweden, Gothenburg) the service is really, really bad. When you have some kind of trouble with any Apple product, the staff is cranky and upnosed and the undertone is that you, as a customer, are bothering them with a problem you deliberately have caused yourself.
Shut up! Buy your apple product and don’t bother us again seems to me the motto of the apple staff here in Sweden 🙁
I wished a lived in the US when it comes to how Apple treat their customers 🙂
All I want to say I am sure most of above stories are from the western hemisphere.
Here in Asia especially Singapore , where there is NO Apple direct customer support except via phone, the service sucks.
Every retailer always have a hands off approach.
I have never heard of a one to one replacement and that only occur within 7 days of purchase . Other than that do not hope to get it within 1 week.
Apple pls check up on the service providers in Asia..!!
I live in Romania (Eastern Europe :). There is no official Apple store here only resellers. I’ve had an Iphone 3G bought with contract to Orange carrier. I had dust under the screen, partially was my fault (I had an “Invisible Shield” on it and some dust remained between the foil and the edge of the phone, an when I took the foil off some of the dust entered under the glass), I took the Iphone to the carrier, and they exchanged the next day with a new one. It had about one week left of warranty.
Now I own an Iphone 4 neverlocked, brought for me from Canada by a friend. I had cracked the front glass by dropping it. Then I’ve had a problem with the home button, it wouldn’t work one in ten presses. I took it to a resseler in the town I live, and I had it replaced with a new one in a week. The new one had another problem with the volume down button, it remained stuck in just a few days. I’ve had this one replaced too. Although I stayed for two weeks without an iphone due to the lack of official apple store, I am a happy customer. I still have two months of warranty, I hope I won’t have to use it.
Sorry about my grammair, and for the long post 🙂
People who complain that Apple stock doesn’t pay dividends need to realize that Apple prefers to do kind, sometimes expensive repairs for their paying it’s customers for free with some of that extra money. Apple has such a cash horde they can afford to give these above and beyond courtesy offerings.
It’s nice for Apple to have the financial ability be the customer friendly company people just don’t expect to see anymore, not one that’s trying to squeeze every last dime out of it’s customers. I’m happy to take my dividends this way, for me and split with other Apple product users.
I’ve had several experiences where Apple did the right thing, and replaced the machine on the spot.
HP does the same thing with CEOs.
Hahahahahahaha 😀
My iPhone 3GS developed a crack by the silent switch, so I took it to the Store in Liverpool. The Genius typed in my serial number and said he was sorry but my iPhone was three weeks out of the 12 month warranty and there was nothing he could do. I thought as much, so I thanked him for his time and efforts and left the shop. Whilst walking back to the train station my iPhone rang; it was the Genius I had just spoken to. He said he felt bad that he couldn’t do anything, so he’d had a word with his manager and he said that if I came back in he would sort it out for me.
So I turned around, went back to the Store and he was waiting there with a replacement iPhone. Swapped it out in 5 minutes and I was away.
So a bit of mutual respect got me a new iPhone. Lesson to be learnt here – it’s not always the best policy to go in shooting your mouth off.
Five Star Service – you just can’t find it anywhere else than .
My wife dropped her week old MacBook Pro, so we took it back for repair. Apple fixed it for free, even though we told ’em that we had dropped it! Couldn’t ask for more.
I ordered a 21 inch iMac and forgot to select the option for a wired keyboard. I called them up and asked them if I could change my order. The guy said “it would delay your iMac by 3 days, so I’ll just send you a separate wired keyboard for free”
My expression: 😀
Where did the Bluetooth Wireless keyboard go? I use it with my PS3 🙂
Thank you, Apple, for being awesome.
Same thing happened to a friends of mine – he ordered his iMac and forgot to configure the wireless keyboard option so they sent him one in a separate parcel for free.
Rock on!
That is a great story but not surprising to me.
After many falls in hard surfaces I was at a baseball game and with all the excitement I dropped my iPhone 4 once more and it cracked badly the front glass screen, a continued using the phone with no problem an the totally craked glass screen held up for more than a month, I checked with independent repair shops in NC and Fl. amd they quoted me $169 for replacing the front of my phone, I finally made an appointment with my local Apple store and I was there less than 10 mins. and I got a brand new unit operating with all my contacts.
So far my Apple experience, priceless…
since I updated to Lion my mail will not send on my macbookpro
I have talked with apple many times and they admit there is a problem but have no time frame to when they will fix. This is crazy! No one at the store is telling the poor people with new computers that the mail will not send when they get home!
I am big Apple fan and own every thing they sell but this is a big deal!
I have a apple doing the right thing story as well. I had an 8 month old MacBook Pro whose face time camera would fuzz out and then stopped working entirely. Took the machine into the apple store on 14th street in NYC and they diagnosed it as a bad camera. The camera and LCD are all one unit, so they had to replace the whole lid of the machine. I get a call a few days later that due to unforseen circumstances in fixing the machine, I was getting a brand new machine, free of charge. They transferred all my data onto the new machine and it was ready when i went to get it. The genius was extremely apologetic, but I wasn’t upset, I got a sandy bridge upgraded machine for free!