Apple couldn’t repair Adrienne’s 30GB iPod before she planned to leave for a cross-country trip, so they decided to give her a brand new 80GB iPod. And since it was a new iPod, they also waived the $70 repair fee.
I show up on Friday, surrounded by people with iPhone issues (dude, I’d totally be on that bandwagon if they hadn’t contracted with AT&T, but that’s another story). My personal Genius said yep, you need a new battery and OF COURSE they were completely out of stock. I state, somewhat irately (the first Genius wasn’t really that nice and blamed me for not checking on the stock on Wednesday), that it needed to be done, please call the King of Prussia store – anywhere from here to Delaware – and get me the part and an appointment. He stated that he didn’t have time to help me and grabbed the man who eventually become my Apple Store savior – Dan in the black shirt.
Thank god for black shirt Dan. After hearing my sob story about the stresses of moving across the country (I know – I’m moving to freaking paradise, finally going to grad school, and getting a dog… my life is soooooo tough), he called KOP (who OF COURSE also didn’t have the part). Sensing that I had completely given up hope (literally, head down on my Fat City Reprise purse, completely dejected, and wondering how many times I’d hear Miley Cyrus on shuffle all on my Nano), Dan vowed to figure something out. I expected, I guess, that maybe they would forward my info to the Apple Store in Boulder and hook me up or maybe let me purchase a replacement 30GB (since they no longer sell them) for the price of the repair.
I was offered neither of those options. I saw the Holy Grail of ridiculously amazing customer service.
Since there were no 30GB iPods in stock (OF COURSE!!!), I was going to be given a brand spanking new 80GB iPod for the price of the repair. Holy shit. Insane – I don’t even have enough music to fill that. I looked at Dan and tried to not cry, which freaked him out I think, because he got that “Oh Christ, please don’t freak out” look on his face. I assured him that I was thrilled, just because shit like this doesn’t ever happen to me and I had been super-stressed out. He then made it better by telling me that it would be easier if they charged me nothing. NOTHING.
Because Apple cares about their customers, I got an 80GB iPod for free.
Great work, Apple!