MB Pros at Apple, Regent’s Street
Yesterday I got up early and switched on my Mac Book Pro ready to dive into a big project. But there was no response from my machine. Push button, light comes on – nothing else. I rushed to the Apple Store in Regent’s St. and explained: “in the middle of a big deadline… seminar in Paris next week… important event… presentation” – I was desperate for help. It was as if this were my child and we were in the nearest Apple ER.
Hassan whisked my machine away for a quick diagnostic exam. In the now-imagined waiting room, I tried to distract myself by reading the “MobileMe” product box. Even that didn’t really interest me – a sign of how sick with worry I was. Moments later Hassan is walking toward me, eyes down, shaking his head. “It’s not the extra RAM. Think it’s the logic board. Have you installed any firmware updates lately? Did you follow all of the instructions carefully?”. “I vaguely recall a firmware update but no particular instructions…” (BTW – what IS firmware exactly?)
Now for the really bad news: there is a long service queue, no parts in stock, could take up to 14 days! I was stunned… f-o-u-r-t-e-e-n _ D – A – Y -S did he say? I don’t even have 14 hours until my next deliverable. Hassan gave me further options. You can take it to an authorized Apple Dealer on Tottenham Court Road — maybe they can fix it faster — here are a few suggestions.
I took my MBP, placed it in my bag and swung it over my shoulder. Dodged and weaved my way down Oxford St – swarms of tourists parted like the red sea when they saw me coming — I was a woman on a rescue mission. Got to the first service place, panting. (not sure but I think Regent’s St to Tottenham Court Rd [via Oxford St at lunch time] in 15 min flat may be a new world record).
“Can you fix the logic board… how long… parts in stock?”. Reply: Yes, 10 – 14 days, need to check for parts… On top of that they wanted 95 GBP just to confirm the original diagnosis. I walked out and went to the next store on the list. Same sort of answers. I walked back to the Apple Store immediately — did not pass GO… did not pay $200.
Once back at the Apple Store I knew I had made the right decision. Rebecca led me from the Genius bar to Mac station where you can do a “Quick Drop”. My serial no. was recorded, my mobile number and email address were taken, a confirmation message from the “concierge” was issued (only Apple can make dropping off a Mac for repair, seem like you’re sending it on holiday, complete with appointment booking, Concierge service, [repair] tickets, and passport — I would need this as ID to collect my MBP later) I would receive a call within 24 – 48 hrs. where I could authorize repairs. There was nothing left to do but take a break and go for lunch.
Walking to my favorite Sushi bar in SoHo (Satsuma), I resigned myself to working on PC for the next two weeks. This would be like working with one hand tied behind my back with Office 2003 and a mis-matched collection of Adobe tools. But it was doable.
Then, my mobile rang. It was Timo from the Apple repair group! They agree that the logic board needs replacing and they will check to see if they have one in stock. This is not a lengthy repair. But the next parts shipment is not due to arrive until Saturday. I begged, bartered, pleaded with him to get it done sooner (can’t we just take a logic board out of an MBP in store?). He understood the gravity of my situation and promised to call back when they knew the status of parts.
20 minutes later the mobile rang again. They have the part! “Sean is working on your machine. We think we can have it done for you in the next 24 – 48 hours!!” Now this is what I would call a phenomenal customer experience. I know they’re busy. The Regent’s St store is always buzzing and I know they sell serious volumes of merchandise. Amazing that I can get this kind of service – especially when I didn’t even buy this MBP from them. (Apple warranties are good all over the world).
At about 6pm Sean called and said I could pick up my machine. I went back to the London store and thanked him profusely. I am so very grateful that I’m back in business! I was thoroughly impressed by the level of service, professionalism, smarts, and skill exhibited by Sean, Timo and Hassan. If your managers are reading this, you deserve to be rewarded for your exceptional professionalism, outstanding customer relations/communications skills, and technical talent. I’ve been to Apple stores in Seattle, San Francisco, Naples, Florida — so I think I speak from experience when I say that the London Store in Regent’s Street rocks!
Thanks again for all your help guys. Now I need to get back to work . . .
