A sad thing happened the other night. While I was talking and not paying attention the kitchen sink's faucet was turned on while my iPhone was sitting there... in the sink. I'm not sure exactly how the phone got into the sink, but everything was a blur and moving in slow motion once I realized what had happened.
NoooooooooOOOoooooOOoo.
I'm pretty sure tears, pleading and holding my iPhone up to the sky all happened but can't say for sure. It was, truly, all a blur.
People were giving me emergency tips on Facebook, "Take it apart and let it dry out." "Put it in a closed container of rice for a week." (What?) I didn't know what to do - so I did all of the above. Scooter wrapped the iPhone in paper towels and gently nestled it into a container of rice. It was brown rice since that's what we happened to have and I just kept thinking, "Does it need to be white rice? DOES IT NEED TO BE WHITE RICE?!?" To which Scooter answered, "I don't know sweetie. Just take a deep breath."
NoooooooooOOOoooooOOoo.
I'm pretty sure tears, pleading and holding my iPhone up to the sky all happened but can't say for sure. It was, truly, all a blur.
People were giving me emergency tips on Facebook, "Take it apart and let it dry out." "Put it in a closed container of rice for a week." (What?) I didn't know what to do - so I did all of the above. Scooter wrapped the iPhone in paper towels and gently nestled it into a container of rice. It was brown rice since that's what we happened to have and I just kept thinking, "Does it need to be white rice? DOES IT NEED TO BE WHITE RICE?!?" To which Scooter answered, "I don't know sweetie. Just take a deep breath."
The container that safely carried the phone to the Genius Bar.
I knew deep down that time was of the essence. The longer any moisture stayed in there - the more permanent damage we were headed for. "We need to go to the Apple Store! RIGHT. NOW. They may have some magic blow dryer that we've never heard of."
We packed up and all of us went to the Apple Store.
I carried in the container of rice with my iPhone safely wrapped inside. "Hi, can I help you?" "Yes. Please. Someone," I said clutching tightly to the container. Within two minutes I was checked into the system which is kind of run like Urgent Care. Quickly, I told them what had happened and within 3 minutes my phone was whisked to the Genius Bar and then taken to the back. "This will only take a couple of minutes to diagnose," I was told.
I anxiously waited. Meanwhile, looking at all the pretty MacBooks and iPads.
The kind Apple man helping me said, "The back light is toast. Moisture got back there so we went ahead and replaced the screen." How much is this going to cost? Yikes. "Thank you so much, but, um, how much will I owe you?" I asked. "Well, I won't charge you this time. Although, I am worried that there's moisture in the phone elsewhere which will cause problems later. We recommend replacing your phone." Oh, no. My worst fear come true. The only reason I even HAVE an iPhone is because my dad gave me one. "Um, how much is that going to cost exactly?" "How about I replace it this one time, at no cost. Otherwise it's $199. I'm just worried that your current phone may have problems down the road." Seriously? This man is really going to replace my iPhone at no cost? No service fees? NOTHING?
He asked me additional questions regarding any info I had on my current phone that I would need. Then I was handed my new, shiny phone about 20 minutes later.
We packed up and all of us went to the Apple Store.
I carried in the container of rice with my iPhone safely wrapped inside. "Hi, can I help you?" "Yes. Please. Someone," I said clutching tightly to the container. Within two minutes I was checked into the system which is kind of run like Urgent Care. Quickly, I told them what had happened and within 3 minutes my phone was whisked to the Genius Bar and then taken to the back. "This will only take a couple of minutes to diagnose," I was told.
I anxiously waited. Meanwhile, looking at all the pretty MacBooks and iPads.
The kind Apple man helping me said, "The back light is toast. Moisture got back there so we went ahead and replaced the screen." How much is this going to cost? Yikes. "Thank you so much, but, um, how much will I owe you?" I asked. "Well, I won't charge you this time. Although, I am worried that there's moisture in the phone elsewhere which will cause problems later. We recommend replacing your phone." Oh, no. My worst fear come true. The only reason I even HAVE an iPhone is because my dad gave me one. "Um, how much is that going to cost exactly?" "How about I replace it this one time, at no cost. Otherwise it's $199. I'm just worried that your current phone may have problems down the road." Seriously? This man is really going to replace my iPhone at no cost? No service fees? NOTHING?
He asked me additional questions regarding any info I had on my current phone that I would need. Then I was handed my new, shiny phone about 20 minutes later.
Me, tired, haggard and waiting, happily, for my new phone.
An awesome customer service experience has made me an Apple customer for life. Next, I will be wearing a t-shirt that says, "Hi. My name is Marisa and I'm a Mac."
2 comments:
Don't you LOVE it when that happens. I had an incident with my water bottle leaking all over my Droid inside my yoga bag. I did the panic and the rice thing, too. I made the kids go get white rice from the store for me! It kinda worked but then all of a sudden a day or so later, the phone wouldn't turn off. It had been having problems with that on/off button for a few days prior, but I took it in, I fessed to the water....they gave me a refurbed like new phone at Verizon for free. It is the best feeling, isn't it? Great customer service is, well... GREAT customer service. Keeps us coming back.
Wow! Talk about customer service! You sure you didn't slip the guy a $20 or somethin'?? ;)
So glad you were able to get not only your phone fixed but even better - a new one! That is one good man.
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