While waiting in line for an appointment at the Genius Bar in the Apple store, I heard something really unsettling. Here’s the context: one Apple employee and an elderly computer illiterate couple.
Couple: We’re here because we need the trackpad on our Macbook Pro replaced.
Apple employee: Sure, no problem. Since your notebook is still under warranty, it’s free— no charge at all. We can do it today if you’d like.
Couple: That’s excellent! When can we pick it up?
Apple employee: Well— there is one thing. Do you guys have any personal information on this notebook?
Couple: (nods)
Apple employee: Like pictures of your grandkids, family; just stuff that you would never want to be deleted?
Couple: (nods again)
Apple employee: The problem with this procedure, as simple as it is, is that there is a chance of data deletion on your Macbook. It’s a small chance, but you wouldn’t want pictures of your grandkids to be deleted, would you?
Couple: Oh, of course not, we wouldn’t want that.
Apple employee: Well, if you don’t want that to happen, you have two options. Apple can backup all of your data on its servers— you don’t need to worry about anything. It’ll be $99. The other option is to buy an external hard drive and we can transfer all of your files over. I think our cheapest one is $75 (gestures towards the hard drives).
Couple: I think we’ll have to discuss this.
Apple employee: But it’d be a shame to lose all of those pictures.
Couple: We’ll go with Apple backing up our data. That’s $99, right?
Apple employee: Right, so if you’ll give me your credit card…
Oh wow. It’s changing out the TRACKPAD. Unless their version of replacing the trackpad is taking a sledgehammer to the hard drive, dipping it into sulfuric acid, blending it into a smoothie and then gurgling the remnants as mouthwash, I really don’t think there’s a chance of data loss.
I especially liked how the employee made it seem like there were only two viable options, both of which cost money. The sentimental card was a nice touch too. Well-played, Apple.
