I had taken the laptop for some repairs to Apple store yesterday. The laptop is still in warranty period which means that unless I spilled orange juice in it, they would not charge for repairs.
One of the problems I mentioned was CD burn process was giving an error. The guy there tried the process but did not get any error. With zero hesitation he told me that he did not get any error but to be sure he'll ask for the CD drive to be replaced.
This is something that points to two things:
1. Focus on customer satisfaction over short term monetary gains by apple
2. Empowerment of store employees - he didn't have to call the manager to consult or anything.. was able to take a decision in one snap that Apple will bear the cost for CD drive just because customer mentioned a problem.
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