So… it’s been a while again. Whoops. I do have a slight excuse. My laptop was broken – but that does only account for a week. Let me tell you about it.

Last week, Thursday, July 9th, my screen was acting up. It wasn’t turning on when I opened it. I would close it, open it again, and then it would be fine. I didn’t think too much of it and continued to teach a lesson at 10 am. Later, my screen wouldn’t turn on at all.

uh oh.

I spent 40 minutes waiting for a representative at Apple Support. That sucked. However, it was cool that you got an option of what type of music you wanted to listen to, or none at all. Once I got a human being on the line, let me tell you. Amazing. This guy was so patient and walked me through everything slowly and clearly. Ultimately, it still didn’t work. He set me up to mail my MacBook to Apple Support and gave me phone numbers to local certified Apple repair centers if I wanted something more immediate.

It ended up that I was just not pushing the right button for his reset and diagnosis. I did it correctly once we were off the phone. So, I knew it was a problem with my backlight, something that happened often enough with my model laptop that Apple covered the repair. I went on with my day figuring out how to teach on my mom’s old PC or my phone if all else failed.

The next morning at around 9 am my dog started barking like crazy. There was a delivery. Apple paid for overnight delivery to send me a box that I would use to ship my laptop in to Apple Support. They also paid for overnight delivery back! Very impressive. I mailed it that Friday and got a notification at 8 in the morning Monday that they started working on my repair. By Tuesday night, they overnighted my laptop back to me at no charge. So, I’m happily typing this up on Wednesday with my baby back in my hands.

So to get this straight…
  • They had me choose what music I wanted to listen to while waiting for a representative on the phone.
  • They paid for overnight shipping three times to mail my laptop without me needing to pay a cent.
  • They repaired my laptop in basically a day and a half and sent it back to me – again at no charge.
  • I got my laptop back in a week.
  • The only negative thing was the long wait times for a representative on the phone.

Now, obviously, I don’t speak for all Apple Support cases. My mom just got a curt representative who tried to spell Augustus with an “f”… We can’t all win. But, my – and most of my mom’s – experiences with Apple Support have been pretty impressive. Gotta give it to them. They sold me an experience.

About Marissa Musings: Marissa Musings are short blog posts that derive from an outpouring of random thoughts. My brain can be a very crazy place. Enjoy with caution.