On Sunday december 27th my Mac starting acting funny. By the end of the day the computer gave me some message (which I later found out was called the Colonel Panic) telling me to restart or hit the restart button. Figuring the computer was having a bad moment I shut down for the night. The following morning a few hours into working on the computer it was obvious there was an issue. I have had my Macbook for about a year now and I did purchase the apple care. So, on Monday December 28th I called AppleCare and after a few tries of different trouble shooting it was determined I had a hardware issue and the Mac had to be returned to the mother ship. I gave them all the info needed and was able to do one more back up then shut down to send it back. Tuesday the 29th at about 8:30am FED EX delivers a box with prepaid postage to overnight the computer back to Apple at their Tennessee site. I pack it, we dropped it off mid-late afternoon at FED-EX Tuesday. Wednesday morning the 29th at 8:30am my phone rings, I couldn’t get it due to getting kids ready, but there is a message left saying my MAC is at the repair depot and it was determined there had been liquid damage which is not covered by AppleCare. My husband calls back and is told there is extensive damage and that it will cost us about $1250 to repair. Simply bummed he asks if there was any way we could get some sort of break on the repair. The AppleCare rep turned him over to a manager where they had a lengthy conversation. The first question asked was why we wanted a discount on a repair which is not covered.  There were several things said but when it came down do it he was just honest and said he did not have one REAL reason other than we were just asking. The manager then preceded to ask how much of a discount we thought we should get. Again, my husband responded with no specific amount just whatever she felt Apple could do and that we understood no discount may be the answer.  We were not blaming Apple for the issue; he told her we have two little kids and are fully aware that something like this could happen and were taking responsibility for that. The AppleCare manager put my husband on hold and came back saying she would honor our ENTIRE repair! WHAT! When does that happen now a days! OH MY GOSH! When he told me this I was so blown away it actually brought tears to my eyes. She told Chris it made her happy to do it, we didn’t try to put blame on them and that he was honest that it felt good to her to honor the repair.  Chris could not thank her enough and that she just solidified our next computer purchase would be a Mac.  He hung up the phone Wednesday morning blown away and in shock of what just happened. Thinking things could not get any better, Thursday the 29th, I got a call from FED-EX on my cell phone telling me we would be receiving a package at 10:30am and it needed to be signed for. At 10:30 am my door knocked, we signed for the package and it was my Mac. CAN YOU BELIEVE IT! There are companies out there who have not forgotten the value of customer service. If you think you can not afford a Mac-think again. That person on the other end that is readily available for you with your MAC product is worth every penny. THANK YOU APPLE FOR RESTORING OUR FAITH THAT THERE IS AT LEAST ONE COMPANY THAT DOES CARE ABOUT THE CUSTOMER.

let it go,

Gina Kehr