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Mac Mini doing it's job - and so is Apple customer service :-)
Posted by: lafinfil
Date: December 23, 2005 11:41AM
I have a friend that has been talking with me about going mac for about a year.
We talked about getting an old G4 tower and upgrading as well as other
options like the Mini or iMac. He was on a tight budget

He stopped by for a beer last night and was very excited to tell me he got a Mini !
He has had it about a week and is absolutely in heaven -
No pop ups, no viruses, loves iTunes and just kept raving

One small bump in the road (and my stomach got a little queasy when he
started to tell me about his order snafu)

He ordered a refurb and when he got it it had 10.3 on it instead of Tiger
and also had the wrong RAM configuration and processor. He was bummed and call Apple.
He had also paid for overnight shipping because he was wanting it right away
(just got his Christmas bonus and they were off work for two weeks)

He called Apple and they confirmed that via the part # they had sent him the wrong one.
Bad news was they didn't have the one he wanted in stock now. OUCH

He said rep asked him to hold on - came back on line and said that they
would upgrade him to a new (not refurb) model with better specs.
He hadn't even had a chance to get mad yet and they automatically upgrade him.

Great but he really wanted it now - not in a week.

Apple had him take the old Mini to Kinkos and they faxed him a return authorization at Kinkos
He slapped the label on the box and Kinkos scanned it into the system.
Apple confirmed it was in route to them (scanned at Kinkos) and
at that point Apple let him know that replacement was shipped overnight
and to compensate him they sent him a $35 gift card from the Apple store.

He was blown away by the customer service and now has his brother and dad looking at minis

We hear enough about bad customer service so it was great to here about GREAT service.

My friend is a happy and loves mac and is telling all his friends.
He's also a younger guy (late 20's) so he fits right into the switcher cross hairs.
Frustrated PC user - not highly tech savvy - just wants it to work and it does




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Re: Mac Mini doing it's job - and so is Apple customer service :-)
Posted by: rgG
Date: December 23, 2005 11:46AM
What a great outcome. Explain to him that he gets a refurb/upgraded to new, LEADER!





Roswell, GA (Atlanta suburb)
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Re: Mac Mini doing it's job - and so is Apple customer service :-)
Posted by: SteveJobs
Date: December 23, 2005 11:50AM
I like that story. Well, the good parts.
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Re: Mac Mini doing it's job - and so is Apple customer service :-)
Posted by: jardster
Date: December 23, 2005 12:08PM
How come every time I order a refurb I get just what I asked for? Never a silent or spoken upgrade in my life. Oh well, just have to be happy with what I got. Give him a jealous leader.

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Re: Mac Mini doing it's job - and so is Apple customer service :-)
Posted by: Jimmypoo
Date: December 23, 2005 12:50PM
Post the nudity part of this in the ranting forum please.
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Re: Mac Mini doing it's job - and so is Apple customer service :-)
Posted by: Dick Moore
Date: December 23, 2005 01:14PM
I think that Minis must not be in such short supply... and I'm really glad Apple stepped up.



What it is, man, a low-down and funky feelin'
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Re: Mac Mini doing it's job - and so is Apple customer service :-)
Posted by: bangman
Date: December 23, 2005 02:22PM
I had the same problem when I got my Mac mini in that it was running Panther. I went back to store and told them about and they gave me a box with Tiger right there on the spot.

Nothing but good things to say about the mini. Best computer I've had ever. It's so quiet that it's frightening.



---------
3GHz - The clock is STILL ticking Steve.
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Re: Mac Mini doing it's job - and so is Apple customer service :-)
Posted by: Racer X
Date: December 23, 2005 05:54PM
the total cost to Apple of that customer service screw up was probably equal to the profit on the machine. But they all but guaranteed a customer for life, and that he will tell others.

That was some of the best money Apple can "spend"
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Re: Mac Mini doing it's job - and so is Apple customer service :-)
Posted by: msienkiewicz
Date: December 23, 2005 06:48PM
Leader! Too bad about the problem with the order but seems like they fixed your friend up really well.

My mini had Panther installed when I bought it - but that was last summer! I had a Tiger upgrade disk in the box so I was fine with that. Still running 10.3.9, want to upgrade memory before I update the OS.
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