If you follow me on Twitter (@Zamostny) or possibly are friends with me on Facebook, you are most certainly aware of my recent panic attack when I lost, and subsequently found, my “road tested” iPad. My story was sure to have a bleak ending, as most would have expected. Thankfully, the caring folks at my local Apple store turned thing around in a very swift manner.
The short version:
While packing up after a Rome Apart rehearsal, I sat my iPad on the top of my car while putting away various instruments. The guys and I began talking and I completely forgot that I had sat it down on the roof. As I proceeded to drive away, the iPad must have made a glorious airborne flight as it launched from my car. I would guess it landed somewhat less elegantly. Now if I had known this, I would have stopped my vehicle and attempted to give digital CPR. No no no. Evidently, through the night, it had been driven over at least twice given that there are two different tire tread markings on the case.
The next day, after a full night of panicing and anger at myself, I drove to the scene of the iPad’s death to attempt to locate it. My efforts were futile. The only thing left was the blue microfiber cloth I use for the screen. It was truly a depressing moment. Someone had taken it.
So I made some fliers, and passed them out around the neighborhood where it had met its gruesome fate. In doing so, I met a small family who had asked me if I was looking for an iPad. “Absolutely” I proclaimed! The daughter then mentions that it had been run over and is completely trashed. You could hear my heart breaking, I swear.
She brought out the iPad and it was, well, see for yourself…
So after the initial shock and disappointment, I made an appointment with the local Apple Store just to see what they could offer. Yesterday, while waiting for my iPhone 4, I met with a Genius as per the appointment. Her name was Toni, and she warmly welcomed me and my problem. I began to tell her all the gritty details of my iPad’s death. Then it was her turn to speak, and boy did she drop a bombshell. She expressed great sympathy for my broken iPad and the loss I had been through. She asked how long I have had the unit, I replied “from launch date.” “Typically Apple Care doesn’t cover these types of incidents,” she said, “and while this is not a regular practice or policy, I will swap it out for you free of charge.” I just about fainted I tell you! I was expecting to hear a $200 repair or replacement option, but not free! She was very genuine about her sadness as she could see I was destroyed while I clutched my pancaked iPad.
I’ll spare the mundane details of the actual swap, but the process was very quick and painless. I honestly felt that she cared about my feelings and could see my sorrow. This is customer service. Apple should hear this story. It’s a testament to the quality of service you buy into when purchasing an Apple product. This simple and major act of kindness shows their commitment to their customers happiness. I confidently look forward to purchasing future products, as I have always, but there is a loyalty that has been established that no single product can create.
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