When is the last time you had a perfect customer experience? It’s been a long time, am I right? It’s so common today to be faced with people who don’t know how to do their job, or do the wrong job, or don’t clean up after the job, that if we’re simply not mistreated we count ourselves lucky.
This week my friendly Starbucks barista Junior told me that someone had given him an old MacBook Pro and he was wondering if I knew a place he could take it to get it modernized. He said Safari wasn’t rendering the web correctly and the only version of Firefox that would run was version 3! I couldn’t let him spend money for this, so I brought it home and upgraded it from Tiger (seriously) to Yosemite (in quite a few steps). He wants to do video editing on this machine (only 5 minute videos) and while I think that may be a pretty poor experience, it’s what he’s got so I wanted to make it as good of an experience as possible for the least amount of money. While an SSD might be a good addition, it might be wasted on this older machine, and since this little baby only had 1GB of RAM, the first order of business was to get that upgraded.
I punched the serial number into one of those sites that will tell you the year and model and found the discontinuation date of 2008. I jumped right over to my favorite source of RAM, OWC at macsales.com. I love OWC for many reasons, not the least of which is how easy it is to drill down from the memory tab to exactly your Mac model and then you know you get the right memory. I found the 2008 MacBook Pro model, and ordered a 6GB upgrade for $54.
I’ve also got my father-in-law’s old iMac here with 1GB of RAM and since I was already ordering memory for Junior’s Mac I decided I’d throw in a 4GB upgrade for it too. By the way, Steve says I can’t take any more Macs in until I give some of them back to their owners! I still have that MacBook Air I keep trying to fix, and Nolan’s old computer, and Kyle’s old computer…
I went for the free shipping option from OWC and luckily there was no tax, and the memory arrived on Monday. I ripped open the 6GB package, opened the easy little door on the bottom of the MacBook Pro and pulled the RAM…and realized I’d somehow ordered the wrong memory! If any of you are paying close attention you’ll notice that I grabbed the discontinuation date, not the release date of the Mac. I ordered RAM for a 2008 machine when it was actually a 2007. Argh.
This is where the great customer service story comes in. I went over to macsales.com and hit the live chat support button. In less than a minute, Brittany C jumped on and I confessed my error to her. The first thing she explained was that the RAM I bought for the iMac would work in the MacBook Pro so I wouldn’t need to make Junior wait again for the RAM to come in. I decided to stick with 4GB because on this older MacBook Pro a 6GB upgrade would run $127! We verified the models of both machines and verified what I needed.
Then she wrote, “is there anything else I can help you with?” I answered, “well, yeah, you need to tell me if I can return the RAM I mistakenly ordered and opened.” But as I hit enter in our chat, I saw an email notification com in with the title “RMA Number from OWC”. Seriously, before I could even ask her she’d completed everything on her end.
Even though I was an idiot and ordered the wrong product, Brittany C from OWC was efficient, trained, intelligent, polite and gave me a PERFECT customer service experience.