Denrael

A few weeks ago I posted about a bad experience with the Apple Store in Cherry Creek. It’s only fair that when I have a positive experience, I post about it as well.

Last night, going through the Atlanta airport security, my iPhone 3Gs got fried. Going into the TSA scanner all was good, coming out, a message indicating that a restore was required atop the USB logo that we all know a new iPhone displays was on my screen. Ok, annoying, but not earth shattering. I had about 2 hours before my flight, so I went to the Sky Club, and fired up the laptop.  Since this is my work laptop it didn’t have iTunes on it. So, step one, download iTunes.  On the network there, that took about 20 minutes. I installed iTunes, dug up a cable and plugged in the phone.

iTunes immediately recognized that there was a phone plugged in, and told me because the phone had a passcode, it could not mount the phone until I entered the passcode. Obviously given the  state the phone was in, this was impossible. About this time, the phone chose to tease me, by overlaying an alarm message showing me that somewhere deep inside the phone, things were still running.

Ok, next step, google up anything I can find on the passcode issue. I learned how to force the phone into restore mode, (turn it off, plug it in, hold down the home key, turn the phone on. When the USB image appears, release the home key) did that, and sure enough, iTunes acknowledged that the phone had to be restored and gave me that option. Next step, download the iPhone firmware restore package, about another 30 minutes. I used this time to call National, and see if they had found the jacket I left in the back of the rental (they had, and were having it shipped to me).

Once I had the firmware downloaded, I clicked Ok to start the restore. Joy and yummies, I received an error 23 indicating that no restore was possible. Back to google to learn that this means the phone has no IMEI code anymore.  At this point, I’m starting to get concerned, but it’s time to head to the gate.

Arriving at gate A12 in Atlanta, I check the upgrade status board to see that my platinum status has me #7 in line to get an upgrade to the 0 seats that are available. I boarded back to my seat in row 36 and settled in to contemplate next steps. The plane was due to land  in MSP at 8:28. Once we were airborne, gogo was offering a free trial of inflight wifi, so I got out the laptop, took advantage of the trial and checked the closing time for the Apple Store at the Mall of America: 9:30. Woot! A plan! Now, if I could get off from the back of the plane fast enough to get there before closing. We landed in MSP just a few minutes after 8, and I was indeed off the plane by 8:20.  I made a mad dash for the light rail, hopped a train to Mall of America and was walking into the Apple Store by 8:55.

I headed back to the genius bar, and saw that they had no more appointments left for today. WIth a bit of dread in my stomach given my last experience, I caught the attention of one of someone that had just finished up with another customer. Quickly I explained my problem to him, and he took the phone to try and restore it on their system. While doing this, he also solved a battery issue for his next appointment. The error quickly showed up on their system as well. He finished up with his regular appointment, in the background indicated to someone that he was off at 9 (it was 9:20 by now), and turned back to my problem. Looking up the error, he confirmed that the hardware was toast, and quickly set me up with a new phone. He got it registered, activated and had me on my way by 9:30PM.  Thank you Eugene of the Mall of America Apple Store for going out of your way to help me.