Apple won me as a customer a while ago, they won me when I got my first Apple laptop, an iBook G4. Since then I didn’t have any bad experiences with them, none that would convince me to switch to another brand. Their products just worked and met my expectations.
Unfortunately, about 2 weeks ago, my 2012 MacBook Air’s battery started showing asService Battery. What really made me angry is that the laptop was bought on February 28, 2013, and it was already February 28, 2014, so this means it died just one day after the warranty expired. Totally unacceptable for a portable device, totally unacceptable for a laptop that cost me £1,599.
Reading other articles and forums posts from different people having problems with their batteries just made me think that Apple really screwed this up. After even more searching I also found other saying that Apple wouldn’t replace the battery for them, even if still in warranty for various reasons.
I was getting really pissed off, but at the same time I know that I have to solve this one way or another. After a few minutes of searching who to contact regarding this problem, I found that the only Authorised Apple Service Provider in Romania is iStyle, so I immediately went to them. Fortunately for me, they were very helpful and willing to solve this problem as fast as possible.
After the diagnostic test finished running, I had no surprise when I saw that the battery was indeed faulty. As far as I understand Apple agrees to replace a faulty battery under warranty, but it will refuse to do it for batteries that are just drained due to normal usage. After checking my laptop in their database, I was surprised to hear that it was still in warranty for a few more hours. It seems that Apple takes into consideration the US timezone, so it made sense. I asked them if I can go back home to make some backups and come back in a couple of hours and they agreed.
A couple of hours later, when I got back to iStyle, the laptop was no longer in warranty. Fortunately, the same guy was there and he remembered me. He took my laptop, told me he’ll get back to me in 5 days tops, and reassured me that he’ll do everything possible to solve this problem under warranty, even though it just expired.
Three days later I got an email from them, telling me that I can drop by to pick up my laptop. I was pleased to hear that after they explained the situation to Apple, they agreed to replace my battery for free under they’re Customer Satisfaction Program.
From what I’ve been told, I understand that Apple’s CS Program is a special program focused on providing the best experience for they’re most valued customers, as well as dealing with situations like this. It’s good to know something like this exists and I wonder how much they are covering under this program.
Although it didn’t start as a pleasant experience, it turned out to be one in the end. Applewon me over again by simply being flexible and showing me that they care about their customers. iStyle won me also with their professional and friendly support.
Congrats Apple and iStyle for a job well done and yet another happy customer!
Do you have any experience with Apple’s Customer Satisfaction Program? What was the problem and how did they handle it?