Way to Earn Loyalty #1:
I took my iPod Touch in to the Apple store this morning because somehow dust had gotten behind the screen and was visible whether the iPod was on or off. Being behind the glass, so to speak, the dust could not be cleaned away. The Genius Bar technician looked at it for about 20 seconds, checked my warranty, which fortunately had 43 days left, and switched me out with a new iPod Touch. Yes, the new iPod matched my previous model exactly (2gen, 16GB), but they extended my warranty to a full 90 days. They didn’t have to, nor did they have to give me a new one.
Way to Earn Loyalty #2:
We have a 17" iMac, purchased in January 2006, that the kids use. It is over 4-years old and way out of warranty. A month or so ago a vertical blue line showed up about three inches from the left side of the screen. I decided to bring the iMac with me to the Apple store to get a diagnosis, figuring that I would then buy the replacement part and fix it myself. The diagnosis was as expected, the LCD screen was faulty. “However,” said the Genius Bar technician, “our engineers want to understand this problem, so we will replace your screen at no cost to you so that we can have the faulty part. If you leave it with us we will replace your screen and you should have your computer back either tomorrow or Monday. Will that work for you?” As they say in Minnesota, “You betcha.”
Granted, I was already a fanboy, but with this kind of service who wouldn't be?