I just want to address this issue for everyone.
I was always dignified, never swore and never raised my voice with anyone. We’ve all been customers of many companies in our lives. I also enjoy studying consumer science — and I felt I’ve learned from some of the best including Tom Martino of Denver, CO — probably the best single market radio host in America and certainly makes clark howard look like a paper tiger. The one thing I’ve always learned from my experiences is — don’t be an open ended whiner. QUANTIFY YOUR DEMANDS. Most customers never do this. I didn’t want to rant forever — I wanted a resolution.
In my letter to the Genius Admin (manager of technicians)– which I’m sure the store manager got a copy of — I laid out the argument of a typical customer wanting a new 13 inch MacBook Air / Pro (both are being sold for $1199 now). I rebutted the typical argument by saying — I know the 13 inch Air / Pro is not the linear replacement for the MacBook white which was pulled from the public market in July 2010 (sold the edu for a year later). I stated my compromise position — that I would be willing to accept the MacBook Air 11. That was my bottom line.
Furthermore, I was very willing to go out and buy a Dell Latitude E6430 or Lenovo Thinkpad T430 with a 3 year on-site warranty – both which would have come in at $1100 to $1200. I was not blowing smoke. I think those 2 laptops with the proper factory warranty are every bit as good as the 13 inch MacBook Air / Pro.
I filled out a survey today for Apple Care — one that I had not gotten from my other trips to the store. I also was able to call Ms. Alexander — Asst. Regional Manager of Retail for Apple. I left a message — not sure if she was even in or passed my message on to the local store. At 8 PM, I received a call from one of the managers at the West Farms store. Without me saying much, he told me straight up — that I’ve been a very loyal customer and they wanted to give me a new MacBook — period.
He also said that he wanted to do one better than what I requested. I told him — NO you don’t have to do that — I believe a 11 inch Air would be fine. He said no — we want to give you the 13 inch new Air.
He showed it to me new in box — they had to keep the box. Deal.
I thanked him and admitted this had restored my faith in the company. I will address whether I thought they MUST do this for me in my next post.