I’ve written before about how they took care of me only after a run around for a couple of freaking screws. I’ve long held the belief that their store support was far superior to the support you get on the phone and the same holds true today after I picked up my out of warranty MacBook.

The corner palmrest of my MacBook had gradually cracked in a tiny area on the right hand side.  Search google and you’ll get over 2,000 results for cracked palmrests and most of it is on the right side, right where the palmrest meets the base of the unit.  I had super-glued the thing back to hold it but since I was out of warranty I figured I would just have to live with it.   That was until I was growing tired of it rubbing on my wrists, cause you know if I wanted to slit my wrists I could think of far better ways to do it…

Anyway I read that many people have recieved the problem only months after buying their macbooks and that others ended up not having the problem until a year or so later because they didn’t use it as much or baby’d it.  I fell in the later, I use my MacBook just about every day but I’m also very protective over it.   Many online stated that they got the palmrest replaced even though they were no longer under warranty because of it being a manufacturing defect/saftey hazard type of thing.  So I called support.

No help there aside from asking me to go into the Apple store and that most likley they’d replace it.  So I did.  I drove up to the Domain store here in Austin, after making an appointment with a Genius.  Useful Tip: Watch your name up on the board behind the Genius Bar. You should see it, and you’ll notice that they call out people, I was there listening and watching their every move and they never called my name, but one minute my name was on the board, the next it wasn’t.  I walked up and the guy said, “Well someone just canceled it.”  “Uh no… how could I cancel it, I’ve been standing here for 20 minutes..”

Long story short, he took my MacBook, promised it the next day (today) had me sign the “we’re not responsible for data loss” waiver and low and behold I got a my MacBook back today, no charge, new palmrest/keyboard/trackpad.

That is two times that, while I had to make  a total of 4 physical trips, the Domain Apple Store took care of me,  and regaurdless of the total shitty phone support, will continue to keep me as a loyal customer.

I love my iPhone. I hadn’t expected to adore it quite so much but there ya go. It has quickly become one of those things that I can’t figure out how I ever lived without. The secret to my adoration is the App Store. I know that you can jailbreak it and put all sorts of stuff on it but right now the App Store is enough.

The App Store is the paradise of niche software. For example: I have a thyroid issue and debilitating migraines. My neurologist always wants to know certain things in regards to the migraines. Before my last migraine, what did I eat, where was I on my cycle, how many hours of sleep did I get the night before, when was the last time I had sex, did I have my meds and my vitamins, how much stress was I under at work? They may seem like odd questions but I understand why any and all of that data is important. The kicker is that I don’t keep track of that each and every day. So I seldom have an answer.

I tried for years to keep track of it all in a little notebook and that worked for a while but became so difficult that I stopped. Enter the App Store…

With the ridiculous name of Lady Biz I found an answer. I believe the app was originally created to help women who were trying to get pregnant which wasn’t my goal but a lot of the information would be perfect. The kicker was it is a bit pricey and didn’t have a few things I needed. So I took a chance and wrote the developer. He answered quickly with the plans for the next release and asked for input for how to make it more useful.

We wrote back and forth about what would make my life simpler and be useful for me, and he is implementing those changes. I love the app and I love the changes he is making specifically in regards to items I want to see.

Talk about eye opening, I wrote to several of the other developers, commented on their app, told them what I liked and what I would love to have included. In each case they wrote me back quickly, discussed the ideas and overall have implemented large parts of them. Unless you are a developer, have one in the family or have a ton of cash – this is as close to custom software as you could want.

The App Store really does allow a quick and casual interaction with people that make the software and that sorta rocks.

I’m missing a single screw on my Black Macbook.  Now I live near not one but two Apple Stores.  I haven’t had a chance to drive in so I just wanted to check the Apple website to see if they had any listed or if they had any that I could just have sent to me, cause come on its a screw we’re talking about.

I couldn’t find anything immediately on the online Apple Store website so they have  chat feature.  They immediately ask me to call Apple Care (1-800-275-2273).  And along the way ask if I’m under warranty.  I’m not, but all we’re talking about is a screw here again.

I call the number, wait just a couple minutes which is great for support hold time.  I get a support person who asks for my serial number and reminds me that yes, I have a 13″ Black Macbook, and yes its not in warranty.  I politely inform her I know that and was told by the Apple Online Chat/Store people to contact them.

She informs me that I need to go to an AppleStore.  I then ask what if I can’t get to one - she tells me that they could send it she thinks but it would be a charge of shipping etc.  But she wasn’t sure.  Come on, we’re talking about a 5 cent screw here.

Just for the heck of it I go back to the Chat online, this time I took screen shots.  Basically if you live far away from an Apple Store and need a screw, you’re screwed.

Apple Chat referring me back to Apple Care

We don't sell parts online...

So here are your options.  Either A) You drive to the nearest Apple Store.  B) You find out where an “authorized” apple retailer is.  All for a SCREW!??!

Update: (8/17/08) I went by the domain store and met a really helpful Apple employee, he took my laptop and said “No problem, I’ll go see what I can find in the back for you.”  I in turn waited around with Jenn in the Apple store and we looked at MacBook Pros (something I think about upgrading to).

About 5 minutes later the employee came back, handed me my laptop and said “I’m sorry, we don’t have any black macbook screws.  We’re going to order some consumables and have them back next week so you can either schedule a time to come in or just swing by.”

A FREAKING SCREW?!?!?!

Anyway, I thanked him, and I’ll go back.  While there is another store, its way down South Austin, so it looks like I’ll be heading out again to get a replacement screw, that I can’t order online, can’t get used…etc..  I feel bad for people who don’t live near Apple stores or retail outlets.

Update (8/22/08) I ran by the domain store again and YES! They had a screw, put it in for me and took like less than 5 minutes.  I have absolutely no complaints about apple employees at the store and for the most part on the phone (aside from not knowing their own policies).  My main complaint is what it took to get a screw.  Again, what if I didn’t live in Austin?  Why does Apple Corporate have these strange processes where you can’t get a screw?

First off, they had some this morning.  Apparently there were multiple rumors flying around about apple telling stores not to sell anymore because of the itunes server issues.  This morning though, the apple store had some in stock.  The Lakeline mall did not nor did the store near there in Texadelphia.  But, a few scattered AT&T stores near Parmer/35 and also near the domain/arboretum did have some.

One of our readers “superman” went this morning to be number 16 in line at a store and talked to a guy who was 2 away yesturday from getting one and had he arrived 5 minutes sooner he would have got one today.  That has so got to suck to wait for 6 hours and still have nothing to show for it.

As far as my own iphone goes - last night I was able to activate as soon as I got home from work.  iTunes backs up your iphone, syncs of contacts if you have that setup on your apple computer - syncs with mobile me, and then syncs any applications you’ve already downloaded.

One of the cool features (and slightly scary): Sitting on my couch in the corner of my house and then clicking on the maps - finding my location and having the blue dot right on the corner of my house where I am - with the satalite hybrid picture of my roof.  I also like the twitter plug in - it allows you to show pictures really quickly to others.