Both my wife and I need new Macs. We each currently drive a 21.5-inch iMac; hers is a mid-2010 and mine is a mid-2011 (neither support macOS Mojave 10.14). We were planning on purchasing new iMac desktops sometime in the next few months, but holiday plans put a monkey with a wrench in the way. We will be traveling for the holidays and since both of us have work to do that can’t be completed on iOS, we decided to purchase a MacBook as a satellite travel Mac for us both instead.
I had been looking at the new MacBook Air announced in October as a possibility for a week or so since we made the decision when Apple announced their shopping event for November 23 through 26 where qualified Mac purchases would include a $200 Apple gift card. Even though it’s not technically a Black Friday discount, the gift card value exceeded the local government discount I could get. So we decided to buy on Black Friday.
I opened the Apple Store app on my iPhone early Friday morning and placed the order through the special shopping event links within the app, tapping through Shop, Apple Shopping Event, scrolling down to Macs, tapping on MacBook Air and finding the new models there immediately below the header stating “get a $200 Apple Store Gift Card when you buy select Mac models today.” It appeared as if the new MacBook Air was one of those, since it was listed right below that. So I went through the configuration process, found out it was available in store for pickup that day, and placed the order.
We were visiting relatives for Thanksgiving and planned a bit of a longer trip home in order to pick up our new Mac. After a lunch of Thanksgiving dinner leftovers, we headed out and arrived at Apple La Encantada in Tucson, Arizona mid afternoon. The store was packed, as expected, but after checking in with the associate at the door, it only took a minute or so for someone to arrive to help us pick up our purchase. As Carlos, the associate helping us, was finalizing the process, I asked about the gift card.
He checked his list and as it turns out the only MacBook Air that qualified was the 2017 model that was still on sale for $999. I showed Carlos on my iPhone the way the special event section of the Apple Store app made it appear as if the new MacBook Air was part of the offer (if I had scrolled down to the old Air in the list I would have found the label “Special Offer – See in bag”).
He got his manager and I showed her. She agreed that it did seem to visually imply what I had assumed, based on the way the new MacBook Airs were listed first, and offered to pass that feedback up the chain. But, of course, they couldn’t just decide to ignore the corporate policy and give us the gift card anyway just because I didn’t scroll far enough.
We didn’t want the older MacBook Air, and the lack of the promotional gift card wasn’t going be a deal-breaker. But Carlos and his manager did suggest we could complete the purchase pickup and then immediately return it. They’d refund my credit card and then we could repurchase the same Mac using one of the discount programs we did qualify for (local government employee for me and educational for my wife, who teaches at our local community college). So that’s what we did. But the best customer service of any retail store chain I’ve ever experienced was not finished yet.
After the initial online purchase was completed and “picked up,” and then subsequently returned, as we started the repurchase of the MacBook Air, Carlos looked through all the special discount buying options Apple offers and applied the one with the biggest percentage off—more than what either of us actually qualified for—amounting to almost $150 off the retail price.
So a big shout out to Carlos and his manager at Apple La Encantada for going the extra mile in the midst of a busy shopping day to make our Black Friday one we’ll remember every time we use our new, discounted, MacBook Air (Retina, 13-inch, 2018).