I've known Apple longer than my wife. It started with the first iPod; that beautifully designed, minimalistic Jonny Ive creation that stored more music than I had at the time. Like my wife, as much as I fell in love the first time I saw it, I was unaware of just how good it can get. All my music, on demand, organized in a way that was never done before. It was perfect.
I continued to get to know Apple through the shuffle, a gum sticked surprise every time you pressed the little button. We evolved together, learning how "smart" a phone with a glass surface can be. We had our first real argument over the iPad. What was it? Why would I need it. No chance I'm going to get it. Two weeks later as I walked out of the Apple store with one, I realized how wrong I was. Apple was right. Again. It changed my life. Again.
The full commitment was finally made when I got my first Macbook--the Air. I was a longtime Windows users (mostly forced through employers), but now I was finally free, enjoying life and all its guilty pleasures. I was truly in love.
And then Memorial Day 2015 happened. Rewind three weeks to set the context: I had finally received my MacBook. The new, 2 lb Jonny Ive creation that was so beautiful. As much as I loved my Air, the MacBook was 33% lighter, the screen a beautiful 12" retina display. From the moment I opened the box, I knew this was a gorgeous and powerful force in my life. It would make me even more productive, indulge my eyes in brilliant colors. Yes the keyboard took some time getting used to. But I got used to it quickly There was just one little problem: The Up Arrow key.
It didn't work well. I noticed the top left of the button was not as flush as it should be, likely not making the contact it needs with the board underneath. If I hit the middle of the button, it worked fine. I lived with it for 2 weeks until I had a chance to visit the Apple Store--or "genius" bar. I was expecting the usual trip to the store: in and out, either the problem fixed or a new device in hand. I always brag about Apple customer service. It should be the model on which all companies should be built. The brand loyalty they have built is not just through their products. It's the entire experience and once again, I expected nothing but problem solved in a Palo Alto minute.
I arrived at 2:20 for my 2:30 appointment; I checked in, had a seat at "the bar," and flipped open my MacBook to get some work done while waiting. I glanced at my watch and noticed it was now 2:45. No problem. 15 min later, a young man shadowed by a young lady walked up and greeted me pleasantly. After quickly confirming my issue, he noted that due to the newness of the machine, he had to huddle with a colleague. He came back with two options: Send the machine in for repairs, a 3-5 day ordeal, or call Apple Care and they'll send out a new machine. It turns out the new machine's design mandates a complete overhaul rather than swapping out single keys. I obviously chose the latter option--lest I be without a work machine for five days. He provided the number and I, once again, walked out of the store satisfied my problem would be addressed.
That's when things when horribly wrong. I called Apple Care where, after a series of voice prompts, got connected to Eric. When I described the situation, he confirmed my visit to the store 10 minutes prior but was perplexed that sending out a new machine was an option. "We don't normally do that. Are you sure that's what they said?" After some back and forth, he said he'd go check on the options. After a rather lengthy delay, he brought back Andrew, the "Senior Advisor." Andrew went through the story again and by now, I was starting to get annoyed. I didn't plan on spending Memorial Day afternoon with a lengthy call to Apple. He said I had a few options. After hearing them, they all seemed to come back to the same thing: I had to send my machine in for repairs. I was annoyed now. "Do you think it's practical for me to send in my just purchased $2,000 machine for repairs to fix a key? When I use this for work?" But Andrew was not swayed. "It's the only thing I can do." I pressed harder: "I live 10 miles from where this machine was designed and you're telling me the only thing you can do is to decommission my machine for five days while you fix the up key?" Here, Andrew game me one more option, which after thinking about it for a second, we both concluded that it also involved sending the machine in. I kept asking why they couldn't just overnight a replacement machine? "We don't do that," Andrew responded. What do you mean you don't do that. The number of times my phones have been replaced for various reasons even without Apple Care plans? My iPad after a faulty pixel was found?
An awkward silence followed. Andrew simply didn't budge. Finally, I broke the silence by stating, "Fine. I guess I'll just have to deal with a faulty machine that I paid $2,000 for just three weeks ago. I suppose that's it. I'll deal with it." Without any remorse, Andrew replied. "Ok. Have a nice rest of your day."
I was livid. This is not the Apple I came to love. Not the Apple that made my life easier, more productive. Not the Apple that not only built great machines but stood by them. Made you love the company as much as the products they designed. This was a complete failure. So here I sit writing this, frustrated every time I hit the "Up arrow." This is a jolt to our relationship. The kind where you may not talk to the other person for weeks on end. You want to know what you did wrong and why they just don't understand. I'll likely find my way back, but this is definitely a step back in our relationship.
No comments:
Post a Comment