Oh the horror. That is just NOT the kind of iPad 2 photo anybody wants to see. That’s the iPad 2 that used to belong to everythingiCafe forum member Citsur86 (real name Mike) until yesterday. Then this happened:
Taking my dog out to the car to head to the park, I had my iPad 2 in it’s case (sleeve) and under my arm. However this arm was attached to the hand holding her leash. She NEVER pulls when I walk her and for some reason as soon as I opened my front door she did an all out sprint. This caused my arm to lift up and the iPad to fall. It fell perfectly hitting on the bottom right corner. The aftermath. (is the picture shown above)
Sounds awful right? A story that is bound to have a very sad – and probably very expensive – ending. Well, not this time …
Mike called his local Apple store in Cherry Hill, New Jersey and here’s what happened next:
Went into the Apple Store at 6:50 for my 7:10 genius bar appointment, was helped around 6:55.
I was asked what they could help me with. I did a half laugh, half whimper and pulled out this iPad 2 turned abomination. Explained my store in full and was completely honost. 10 minutes later after he had written his report, he explains the following. This is as close as I can get it to word for word
"We can’t replace the glass because the damage is too severe. That costs $250. We will have to replace the whole thing. This costs $349. But, we understand accidents happen, and you just got this 2 weeks ago. Apple isn’t trying to break anyone’s bank. We want you to enjoy it. So we are going to replace it for free."
I felt like giving the guy a hug, but instead just breathed a sigh of releif and said, (probably 3 or 4 times), "I can’t tell you how miuch I appreciate that."
So in 3-5 business days they are going to give me a call at which time I bring back the broken one (I took it home with me) and they give me a brand new one. Man, if I was a fanboy before, im not sure what I am now, but I have definitely been promoted.
Now that’s a hell of a nice result. I’m sure this is not always the way this sort of situation plays out – but what a great decision by Apple to do this for Mike. I think it likely helped that he was totally honest with them and went in demanding nothing. Even so, I can see why he is now more than a fan for life.
One more thing I like about this story: I asked Mike, in the everythingiCafe forum thread on this, how long his dog would be in the Bad Dog House over this incident. He replied that Zoey, his rambunctious 1.5 year old Brittany Spaniel, never bolts like this when out with him and must have had a good reason to do so – and that he recognized the accident was his fault. I’m a huge dog lover so I enjoyed hearing that.
Mike runs a new app review podcast site, which you may want to check out here: http://apptoday.blip.tv/