I’m guessing the products speak for themselves, they’re sleek and cool and gorgeous-looking, they ‘just work’ and I suppose there is that little bit of elitism there too as they’re not too mainstream.
But what about Customer Service from the behemoth that Apple has become these days? The cynics would have you believe any company that grows big can easily lose touch with their customers.
Sitting comfortably? Well, let me tell you about it…
My white 13″ MacBook is just over 3 years old. I think it’s great and, compared to the myriad of Windows laptops and PCs I’ve used over the years, it just works.
A while back, the fine border of plastic where the keyboard/trackpad assembly meets the outer plastic case started to crack and flake off a bit. Nothing structural, or functional, just aesthetically not great. I reckoned, “I guess that’s why the MacBook Pros are a bit more expensive; for that all-in-one aluminium body.” So I let it slide.
A few months later, I happened to be in the Apple store in Buchanan Street having a look around and I got chatting to one of the many staff. I mentioned the flaking plastic on my MacBook and he booked me in for a Genius Bar appointment the next week.
I duly brought it in and, despite it being out of ‘official warranty’, they replaced the keyboard and trackpad assembly free of charge. (it’s £85 rrp. for the part alone)
On happy customer, singing their praises.
Nice one Apple!