Apple Support
12 December 2006I am usually the first one to go off the deep end when it comes with dealing with poor support *cough* Linksys *cough*. But, in this case I’d thought I’d share a positive support moment that I had.
While I have not bought into the Macintosh religion I do like playing with operation systems. So, I purchased myself a mac mini last February. So far it’s been a nice little box. Nothing to change the world but, I love that it just sat there and ran almost absolutely silently. One day last week however, I installed an update and it wouldn’t post video.
So, I took it down to the local Apple Store hoping to drop it off with their technicians. But, to my dismay I actually had to have an appointment. I didn’t really dig this at first as I just wanted to drop it off and fill out some paperwork and be done until it was fixed. In the end I begrudgingly made an appointment and came back the next day.
To my surprise and relief the appointment wasn’t nearly as touchy feely as I dreaded it would be. The technician asked me what was wrong, plugged it in to verify the problem and promptly told me he would need to replace the main board (crappy Intel GPU).
While this isn’t mind-blowing or earth-shattering, it was beyond pleasant because he did exactly what was needed to take care of the customer. Far too often I’ve had to sit for minutes or hours dealing with stupid questions from under trained technicians on the phone that knew less about the hardware than I did.
For me, this is how tech support should be run. I don’t know how scalable the apple in-person model would be and I don’t honestly know that I buy into it. But, having a knowledgeable person who knows how to cut through the crap and handle the problem is essential.
To the Apple tech who helped me, thank you very much.
