Apple pulls a Dell

The keyboard on my new (current model) MacBook Pro is sticking. So I take it to the Genius Bar.

It was two hours for an appointment – and that was fine – so they texted me and I came back in two hours. So I came back in five minutes.

The staff member cleaned most the keys but broke one off. Ugh.

So they want me to check the machine in so they can replace the top-plate to which the keyboard is irrevocably stuck. Fair, unpleasant.

But now they want it for three to five days AFTER the top plate has come into the shop. They won’t accept me dropping it in the morning they are fixing it. Instead it needs to wait in queue whilst they let the time elapse. (I can and do use the machine with a remote keyboard.)

I never thought I would say this – but this was the sort of behaviour exhibited by Dell before Dell blew up. Intransigent, arrogant, and actually not caring about the needs of customers.

I am genuinely surprised. I thought this company charged premium prices and gave premium products and premium service.

At least on the service I was wrong.

John

PS. Apple Bondi Junction. Customer service officer Morin.