MacDailyNews - Where Mac news comes first

Jun 26, 09 - 12:03 pm Comment from: Mozfan

Not suprising at all. I have used Apple and others (back before I saw the light) and Apple is light years ahead in making the customer happy.

-M

To all the people who whine and complain about Apple "overcharging" for their products - that's how Apple is able to provide this kind of service. It's more than just the cost of the materials, it's the service they're able to provide after the purchase.

Jun 26, 09 - 12:42 pm Comment from: HMCIV

If I have an Apple problem, I go to the Genius bar. If I have a Dell problem, I go to the Guinness bar. (That way, I can explain the headache in the morning.)

Had a very minor problem with my new iPhone 3GS and was not happy with the product and the Genius agreed to replace the phone, no questions asked. Great service and understanding.

The Guinness comment above is hilarious.

Jun 26, 09 - 12:55 pm Comment from: ken1w

Gee, I wonder why... Could it be --- Windows?

There are other factors, of course, but the common weakest link among any Apple competitor (for the Mac product line) is their reliance on Microsoft and Windows (any version past or future).

Jun 26, 09 - 01:20 pm Comment from: cptnkirk

A very good friend of mine who has completely switched over to the Mac side recently complained to me how the battery on his iPod touch had stopped working and when he inquired at Apple how the process worked was a little miffed. Enough to mention it to me.

I told him to take his iPod to the nearest Apple store and get them to look at it.

Next I saw him he was all beaming. He'd gone into the store knowing that it would cost him to have the battery replace. That he would have to surrender his iPod for the purpose and that he wold most likely give him a replacement instead of his own machine back. But in the store they quickly replaced the battery in his own iPod and returned it to him while he waited thinking they were just evaluating his needs. And even though it was past warranty, there was no charge. He was amazed and very happy.

Jun 26, 09 - 01:54 pm Comment from: HMCIV

@Jay

"The Guinness comment above is hilarious."

Well then clearly you've never had to troubleshoot a Dell. Oh sweet blue screen of everlasting peace come to me now!

Jun 26, 09 - 02:50 pm Comment from: Gordon Horne

I'm surprised Dell did so well. But don't get smug yet, Mac fans. In the competition between OS X and Windows, a Dell customer who switches computer suppliers is at least as likely to switch to another Windows supplier, whereas an Apple customer who switches suppliers gives up OS X. These figures are not necessarily as good for OS X as they are for Apple. (Macs continue to sell in larger and larger numbers, so some people upset with Dell or HP are switching OSs as well as manufacturers.)

And in other news:

Water continues to be wet.
The sky is still blue.

Film at 11.

called apple tech support about how to stop the reflections on my macbook..

couldn't help me.. I wasn't happy, computer is nearly unusable

Jun 29, 09 - 11:44 pm Comment from: derekcurrie

Let's hear it for eWeek's new frame page format!

:-Q*********

They still have good articles, but I won't be visiting their website any longer. OMFG what a horror blunder. Let's hope it's just a failed experiment.

Jun 29, 09 - 11:56 pm Comment from: derekcurrie

My recent adventure at the AppleStore.com:

I had nearly $200 in Apple gift cards to blow on a great little Canon camera. I was paying the remaining balance by credit card. But the web interface at the store all but buries any method for applying gift cards.

So I did a text chat with a rep on via site and asked for the proper way to apply the gift cards. He told me the wrong way. I told him that the wrong way appeared to be the only way but that it also most likely would result in my charge card being billed for the entire amount. He was totally clueless and had nothing further to add.

So I tried again later and got another rep. She didn't know either, but at least she had a brain and researched the solution. I had been entirely correct about the outcome of the first rep's advice. She pointed out the correct method.

Therefore, I wrote up rep #1, sharing the entire story, using the option at the store site. I also provided a simple correction to make in the store site's interface.

Results:
1) My camera was shipped 2nd day air. I'd only requested ground.
2) I got a PHONE CALL from one of the managers at the Apple Store to ask me about the problem, express disappointment, ask if the camera arrived, ask if I had any remaining issues, and to tell me rep #1 would receive training to improve his customer support skills.
3) I then received an email survey follow-up asking for further feedback regarding how to improve customer service.

NO ONE does that,
except Apple.
*Applause*