First, a little background. (this part is a bit long and a rant but we bring it home in the end) I bought some equipment earlier this year to help get more work done in less time. Who wants to pay tax and miss out on some package bundles (read: rebate). Certainly not me. I went ahead and placed my order with MacMall and got the associated upgrades with shipping that was less than the local tax would have been. I am so smart.
It took a little longer to arrive but it finally did and everything was sweet. A honeymoon. Now I enjoy sitting down and working in front of my computer again. After about a week my new display developed a problem. One vertical line of pixels had gone bad and was driving me crazy. I took it to the local Apple store and immediately they knew the problem and offered to send it back for repair. The problem was that I was now hairdo deep in a project and couldn’t part with it for even a couple of days. If I had purchased at the store they would have given me a swap and all would be fine. They said I could call MacMall and see what they could do. All this while sitting at the genius bar. I called MacMall and was rudely informed that they will under no circumstances accept a return of an Apple product.
That was my question precisely. How can you base your entire business on a computer and company that you refuse to support. Idiots. The employees at the store were shocked. Sure enough, on the packing slip they spell out that they accept returns under no circumstance from just about any name brand manufacturer. The guys at the store took pity on me and pulled a parachute full of strings and eventually exchanged my equipment for brand new. I had to purchase a new one and was credited back when the repair returned. I had to pay the tax after all but it was a small price to pay in the end. They were willing to take a hit for me.
Fast forward to today. Our kids were lucky and signed up for Apple Camp right when it was announced. They are having a ball. Yesterday was the GarageBand and iTunes for our 9 year old daughter. She came home and mixed a new song complete with lyrics. Today was the Podcast class and our oldest son was scheduled to attend.
Signup was 2 months ago and he and his best friend signed up together. They were psyched! In the meantime 3 weeks ago his friend was diagnosed with Leukemia and is now deep into chemotherapy and wasn’t feeling well today. They had planned to have my son go to the store and video chat back to him at his home. This was the only way he could still participate and he was excited. When they got there they found out that it just wasn’t going to work. He was quite sad. He hasn’t got anything to do but sit around for the foreseeable future and this was a little bit of light in a dark time.
After talking to a few people in the store, my wife talked to the store manager and she came through in a HUGE way. She was so kind and wrote a beautiful personal letter to him along with a gift basket of all the things from the Apple Camp. T-shirt, book, notes, and everything. In addition she put all her personal contact info and told him to be sure to call, email or find her as soon as he is feeling better. She set him up with a day of ProCare for the application of his choice. He was on cloud nine. His mom was crying, my wife was crying and I am right now too. He is 14 years old and needs all the uplifting he can get right now.
Apple has proven to be a great and caring company and I feel like they really care and they have wonderful employees. I pray every day that he will pull through this. We lost 2 neighbors to Leukemia last year and all we know for now is the sadness that comes along with it.
Apple. Thank you.