I have to say that I'm shocked at my most recent experience with Apple.
Like many here I've been using Macs for awhile now, and I haven't turned my back since. Recently I decided to get a Macbook and purchased a white refurb because it was such a good deal.
I take good care of my stuff. However within 3 days of very light use, I was starting to regret my decision, for reasons I'd rather not divulge.
Well I did already purchase and use the laptop, so there's no reason for Apple to take it back. The people I spoke to on the phone, however, empathized with the apparent problem with the machine, citing that it was a known issue. Throughout, they were super nice, understanding, and immediately processed a refund - with no restocking fee. They paid for express return shipping for this laptop in order to expedite the process.
But they went several steps further. They processed my new black MacBook order right there, upgraded the shipping to express overnight, and told me that as soon as they had word that my return was on its way, they would ship out the new computer. They weren't even going to wait for it to come all the way back (this is a very nice trend lately with companies - lest we not screw it up).
So I packed up everything the way it came, in its original box, sent it on its way, and gave them a call again. They expedited my new order, just charged the difference for the computers, and told me that the new machine would be shipping within a week and arrive the day after it shipped. Fantastic, right? Except it shipped the very same day - not one week later. Almost zero downtime.
They have gone above and beyond their call of duty to make this customer happy, and I appreciate their courtesy and professionalism every step of the way.
Also it should be noted that there was no yelling, cursing, or slamming of objects on desks involved, at all. They've kept me as a customer, and I don't regret giving them my business one bit. I just thought I'd share.
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