I had a really good experience with the Apple Store Genius Bar today, and I thought I’d share it.
Over the past few weeks, I have become more attuned to my (early 2008 model) Macbook Pro’s battery performance. In the past, I could get a full 2.5 hours per charge; the last few weeks the battery was getting under an hour from a full charge. The machine is still under warranty.
So, realizing that my warranty would be expiring soon, I made the decision to book an appointment with the Genius Bar. I’d tried doing this a few weeks ago, but all available time slots were taken.
This morning, when I made my reservation, only one time slot was open (1:20PM). I took it. I brought the laptop and power cable to the Apple Store at the International Plaza Mall, in Tampa.
I brought the laptop up to the Genius working at the bar, and described the problem I was having. He powered the machine down, inserted a USB thumb drive labeled “battery test” and powered the machine back up. On the screen was a diagram of the battery, divided into 3 main sections. All sections were showing red, with a message below confirming the battery failure. The Genius asked me if I’d noticed poor battery performance, made a few notes in the system, then returned back from the stock room with a replacement battery in hand. I signed some paperwork and was out of the store in all of 10 minutes.
It was a very pleasant experience. I didn’t have to wait for more than a few minutes. Everyone I encountered was pleasant and friendly. In sum, I left feeling satisfied. Every little exchange and nuance of a customer’s experience forms an impression about the brand. I’m pleased to say that, this time, Apple came thru with flying colors.
-Krishna
Garrett Williams
October 15, 2009 at 12:02 amIf I had an Apple Store in my area, I might actually switch back to Apple just for all the good reviews I’ve heard of the Genius Bar.
I’ve had to send 2 computers BY MAIL to repair centers(one was a Mac). I’ve also had the same battery problem, which involved much more time and more steps than you needed. HP was great about my battery, but they simply can’t beat an Apple Store’s 10-minute turnaround time.