My five year old Macbook Pro gave me grief the moment I arrived in the States. Full crisis mode hit in late September when my computer’s operating system failed and my backup drive died. I narrowly escaped losing all my data, thanks to some high-level wizardry Alyn utilised to save my bacon.
A month later my laptop was still exhibiting strange behaviour — overheating, restarting, and general weirdness. So I paid Apple’s $350 flat-fee to repair it. They returned a laptop with a new logic board, casing, battery, port interfaces. For all intents and purposes, a new laptop.
All was well, for about a month. Then it overheated, panicked, and reset on me again. Enough being enough, I went straight to the Apple Store in Nashville. I had lost days of work and productivity to the computer’s maleficence. The lady at the Genius Bar cracked it open and ran some tests. As she surveyed the laptop’s history of repairs she remarked, “oh wow, that’s not right. Did you know you’ve had three logic board replacements? That’s not normal. Let me talk to my manager.”
And in that moment, I realised the gravity of the situation. I had been here before. Five years ago, in an Apple Store in Southampton, my laptop was on it’s third replacement logic board — and Apple wanted to make it right. They gave me a brand new, current model Macbook Pro at no charge. And here I was, standing in the Apple Store in Nashville, and the Apple employee comes back to me saying, “My manager completely backs me up on this one. I’m quite excited because I’ve never got to do this before, but what we want to do for you today is replace your laptop. We want you to walk out of here today with a new laptop.”
Dumbfounded, I ask, “what do you mean?”
“We don’t currently sell your old laptop from five years ago. We also don’t sell the current non-retina Macbook Pro’s in this store. So we’re going to give you one of our retina Macbook Pros today. Is that going to be okay with you?”
The sheer audacity of that question is part of their retail strategy to ’surprise and delight.’ Job done, people. Job well done. I walked out the store that day with $2,800 worth of free Apple hardware under my arm and a huge smile on my face.
In England I had been saving for a new laptop, but only had 20% of what I needed. Those savings were shot in the head the moment I moved to Nashville. Yet God was revealing his kindness to provide above and beyond my needs, even above my requests or expectations.