Good Customer Service at the Apple Store

Last week, while getting out the car after the Little Man’s baseball practice, my iPhone slipped through a hole in my pocket and landed, face first, on the concrete. At first I thought it was no big deal. I’ve dropped the phone before. But later, I discovered a long, crack diagonally across the screen, and was dismayed.

For a while, I thought I’d have to get a new phone, but then I remembered that I’d bought Apple Care+ with my iPhone last summer (2013). I checked, and from what I could tell, Apple Care+ covered a couple of incidents of accidental damage to the phone. So I booked an appointment at the Genius Bar for this morning at 10 am.

At 10 am, I arrived and was greeted by the Official Apple Store Greeter, who signed me in and asked me to wait a moment for the tech. A moment later, Tim arrived. I showed him what happened. He verified my Apple Care and then said that it would take about an hour to fix. It seemed to me that the Apple Care+ held the possibility of a $79 charge, but when he processed my order, there was no charge. He told me to come back an hour later, which I did.

I picked up my phone and it had a new display. The crack was gone! I didn’t even need to restore my data!

Tim told me that without Apple Care+, it would have cost me $129 to have the display replaced. As it turns out, it cost me nothing today. Of course, I did pay $99 for Apple Care+ when I bought the phone, but it has now more than paid for itself.

All told, it was a solid customer service experience. Quick, efficient, and entirely paperless!

About Jamie Todd Rubin

Jamie Todd Rubin writes fiction and nonfiction for a variety of publications including Analog, Clarkesworld, The Daily Beast, 99U, Daily Science Fiction, Lightspeed, InterGalactic Medicine Show, and several anthologies. He was featured in Lifehacker’s How I Work series. He has been blogging since 2005. By day, he manages software projects and occasionally writes code. He lives in Arlington, Virginia with his wife and three children. Find him on Twitter at @jamietr.

1 thought on “Good Customer Service at the Apple Store

  1. For my wife and daughter iPhones, I just bought shock proof cases on a chinese site (around 35$ with shipping fees). Yes, it can take 10” to open the case and start answering, but it is the price to pay to handle a >500$ answering machine.

    My 3310 phone fell from the 6th floor of a building, was washed in a swimming pool and dried in a BBQ, but still can continuously talk with my wife’s iPhone for more than 12hours.
    😉

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