For a completely nonverbal child like my son Ethan, a communication device isn’t just a gadget—it’s his lifeline, his only way to speak to the world. Last night, that lifeline broke when Ethan’s iPad stopped working. At nearly seven years old, Ethan relies on it to express the simplest things, like what he wants for dinner. Without it, his frustration is palpable, and as his mom, watching him struggle broke my heart. So, this morning, I stood outside our local Apple Store at Lynnhaven Mall, waiting for them to open, praying they could fix it.
I explained to the employee at the door that this iPad was Ethan’s speech device—his only way to communicate. Without hesitation, he ushered me to the Genius Bar, where the team jumped into action. They tried everything, multiple staff working tirelessly to revive the device. But after exhaustive attempts, they delivered the gut-wrenching news: Ethan’s iPad couldn’t be saved. Tears streamed down my face. To Ethan, this wasn’t just an iPad—it was his voice, his way to share his feelings, needs, and wants. I felt like I’d been punched in the stomach, a fresh wave of grief hitting me. Ethan has been nonverbal his whole life, and I thought I’d come to terms with the challenges of his autism diagnosis. But in that moment, I realized how fragile his voice was—something as simple as a broken iPad could silence him.
Then came the next blow: replacing it wouldn’t be cheap. The communication app Ethan uses, which couldn’t be transferred to another device, cost $250, plus the price of a new iPad. I braced for a hefty bill, but leaving without a new device wasn’t an option—Ethan needed his voice back. The team excused themselves to the back, and I sat there, overwhelmed. When they returned, their words floored me. They couldn’t fix the iPad, but after speaking with their manager, they decided to give Ethan a new iPad, along with a $50 iTunes gift card to help cover the app. I sat there, tears falling, stunned by their generosity.
From the moment I explained Ethan’s situation, the staff—especially Melissa and Roe—understood the stakes. They promised to “do everything they can,” and they meant it. Their compassion for a stranger, and more importantly for Ethan, was overwhelming. I can still picture their kind faces, their determination to help a little boy they’d never met. Thanks to them, Ethan has his voice back, and I can’t express how much that means. A simple “thank you” feels too small, but I’ll say it anyway: Thank you, Apple Store at Lynnhaven Mall, and a huge thank you to Melissa and Roe for going above and beyond.
Shared by Mary Morris, this story isn’t just about a fixed iPad—it’s about strangers who saw a need and acted with extraordinary kindness, reminding us how small acts can make a big difference.
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