Right before our Boston trip I was trying to upload pictures to Flickr and our lap top kept giving me an error message.
I brought it in to our local Apple store and it was determined that we needed a new airport card and antenna. We decided to wait until after our trip.
I should mention that we got the lap top almost three years ago (which apparently is like decades in computer years), and that we paid about $2,000 for it plus extra for the protection plan (my husband's job actually paid for most of it, but still).
So, last Tuesday I reluctantly left the lap top with the associate at the Genius Bar at the Apple store. The guy I left it with was really helpful. He explained everything to me, and was also happy to answer all of my stupid questions- even the ones that had nothing to do with the problem with my lap top (What exactly is the internet?). He told me that they would be shipping our computer out to Apple's main repair people because the store was too backed up with repairs. I was OK with this because a couple of years ago we had to send the lap top in for repair and Apple was super quick with it.

I should also mention- about a year ago our battery needed to be replaced, so we went to our local Apple store to get a new battery. We were told it was something like $200 to replace it and that it wasn't covered under the protection plan. I said to the Apple associate that I thought it was RIDICULOUS that we paid $2,000 for a computer and then paid several hundred dollars for a protection plan, and then we were expected to pay to replace the battery after less than two years, so she gave us a new one WITH NO CHARGE. And then I made out with her.

Yesterday was seven days since I had dropped the lap top off. They had given me an estimate of 5-7 days, so I called the repair people to see what the ETA was. After being on hold for several minutes it was determined that the computer was STILL IN THE STORE. I called the store, and after being on hold for 10 minutes a guy told me that I should be able to pick up that night, and that someone would call me in a couple of hours.
Willa and I went out for a play date and when we came home their was a message from Apple:

"This is the Apple store. Several technicians have tried to fix your computer unsuccessfully, so we are sending it in to our main repair center. If you have any questions don't hesitate to give us a call."

Um, yeah, I have a question- WHAT THE FUCK?

We're guessing that it sat on a shelf in the store for seven days, forgotten, and when I called they had an "OH SHIT" moment and realized they still needed to send it in.

So, after I tried to shove my brains back in my head, I called the Apple store and I got this guy named Kevin on the phone.
The first thing I say to Kevin is "I just want you to understand I'm angry, but I'm not angry at you."
I explained the whole situation to him. I explained to him that I was a photographer and I needed the computer to edit pictures. I stayed calm and pleaded with him to help me.
He basically said to me "That's fucked up and you have every right to be mad. I'm surprised at how calm you're being. I wouldn't be that calm."

He put me on hold.

He comes back and says to me "Well, if we sent it to the repair center it might take up to two weeks to get it back to you, and we think that is unacceptable, so WE ARE GIVING YOU A BRAND NEW MAC BOOK PRO."

HOLY SHIT

So, after I picked my jaw up off the floor, I stutter to Kevin "I'm not trying to get a new computer, I just wanted you to help me get the old one back." and Kevin said "I know, and you were so nice and reasonable about it, that's why we're giving you a new one. And, I'll transfer all your stuff from the old one onto the new one for you. We should have it ready for you tomorrow morning."
Two hours later he called me back to tell me it was ready, so I picked it up last night.

Everyone keeps asking me how I got them to give me a free brand new computer (this particular model was just shipped to the store 4 days ago). I'll tell you this-

I worked in retail for years and it made me hate humanity. People who have no control in their own lives like to come into stores and restaurants and treat the staff like they are servants, like they are below them. So, whenever I talk to someone in customer service I commiserate with them and I treat them with respect. This has resulted in a lot of perks- discounts on merchandise, free desserts and even free meals, faster service, fees waived, etc.
I'll give you an example-
You're at the airport and your flight is canceled. People rush up to the desk and start yelling at the staff. I walk up to the desk and am very friendly. I say things like "It must be so difficult to deal with people when flights get canceled. It's not like you canceled the flight!" They appreciate my understanding and work to get me on the next possible flight, even if it's with another airline. The people who were yelling? They're stuck at the airport.

Yelling rarely gets you what you want. Who wants to help someone who's yelling at them for something that's not their fault, or something they have no control over?

I should also be clear- I'm not a push-over. I have a way of being nice, but making it clear that the situation is unacceptable.

I also go out of my way for great costumer service people. I ask to speak to the manager and tell them how helpful the associate was, or how wonderful the service was. The managers are so happy because 99% of the time when someone asks for the manager it's to complain, so my compliments are a pleasant surprise. Basically- do unto others. A lot of the time, they are so grateful they give me perks or discounts.

That being said, I think Apple consistently has great costumer service. Sure, Apple gave us a free $2,000 computer, but we are so enamored with them that we will be loyal customers who over the years will spend thousands on their products.
A lot of companies could take lessons from them. Sometimes you have to spend money to make money. Doing/giving the bare minimum is not always best for your bottom line.