I had a real great Apple Store experience recently. My mid-2010 17″ MacBook Pro developed a strange crease right around the power button, which is presumably the weaker part of the unibody top case. I took it to the Dallas Apple Store (Knox Street), and Joshua looked at it and kindly agreed to swap the top case. Since I was going to be on the road for the next two weeks, he documented it, and asked me to bring it back when I returned.
On Monday this week, I stopped by at the Chicago Apple Store (Michigan Ave). I explained the situation to Brandon at the Genius Bar, and told him that I needed it back for more travel coming up next week. He consulted with the lead, and told me that they will swap the top case in the store, given that this is a holiday week. I got an email less than 24 hours later, and my Mac was back in my hands midday Tuesday.
This is the kind of experience that brings me back to Apple year after year ever since I bought my first Mac in 1985. I am heading back there this week to refresh my first generation iPhone, thanks to people like Joshua and Brandon.
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