Save my laptop
Opportunity: Exceed expectations
Just a few hours after reading SOJ’s frustration when his Mac laptop charger got fried…. the same thing happened to my Macbook. I didn’t even notice the power surge, just that my charger quietly stopped working. Of course, I promptly panicked - this was during the weekend, and I has been working on an article that was due Monday morning, and SOJ had a rather discouraging story to tell about attempting to get a replacement charger from Apple - iStyle in Bucharest. Then Ana paid us a visit, and she let me use her charger, which gave me enough power to retrieve the most urgent info from my laptop.
However, I had previously had positive experiences with service for my laptop, so on Monday morning I paid them a visit. Well, they said it does take Apple 30 days to send them replacement parts for international warranty customers and they didn’t have any chargers in the store (not even to buy a replacement)… but they would try to work something out. Sure enough, just a day later, here I am, happily charging my laptop with a charger they provided until the warranty replacement arrives.
It’s not too nice when your customers are hearing negative stories about you… but the nice part is that it becomes very easy to do one thing right and completely change their perception. So many businesses in Romania have a very limited imagination when it comes to solutions for their customers’ problem. If anything goes wrong, you’re on your own. (Maybe Alex will tell you about his adventures trying to obtain a replacement screen for his laptop.) It’s refreshing - and addictive - to see service people who solve your problems!
Written by Sara
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