This afternoon I grabbed Zoey and headed to the Apple Store once more, to return the broken replacement MacBook Pro and pick up its replacement. We drove, we parked, we sauntered on in. I set Zoey up “checking her email” at the kids’ computers, and was met soon enough by Genius Jeff coming on out with the new computer. He opened up the box I brought in to make sure all the parts were there, and he gave me the new box to open up and get out the new computer.
I was in the process of setting up Mac OS X Tiger, which you have to do in order to log in and check that everything’s present and working, when I noticed that this computer didn’t have a nice glossy screen like I had requested and received on the broken replacement laptop. I turned it around on the Genius Bar so Genius Jeff could take a look, and he agreed that this was a matte screen. His first instinct was to point out the place on the paperwork I had signed, where it stated that the replacement might not match the exact configuration of the computer being replaced.
I exuded disappointment.
Genius Jeff had clearly read up on my epic struggle to get my wrongs righted. He made the proper customer service decision, committed his boss and his store to it, and said, “I’ll go see if we have one with a glossy screen in the back room.” He returned with one with the proper configuration, his manager cheerfully voiced her approval, all the Apple Store employees who were privy to my situation voiced their apologies and their wish for me to leave there happy.
I did.
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