Spot on. Apple corporate required an increase in part-time employees to maintain better employee to customer ratio's, forcing management to hire a less qualified/experienced workforce. Coupled with set UPT and DPT's sales, inexperienced floor specialists misguided many customers into buying the wrong system. Many geniuses had to deal with the consequences of misinformed costumers who claimed something was not working based on misinformation or did xxx which caused xxx, etc. Meaning, much of the work geniuses began doing was addressing many customers as they weren't informed how to use their new Mac or mistreated it based on improperly trained sales specialists. It only got worse after the iPhone launch. Lines of iPhone users crowded retail stores, and Geniuses became nothing more than sales rep's.
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Apple Preparing to Upgrade AppleCare with 24/7 Chat Support, Revamped Website
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Spot on. Apple corporate required an increase in part-time employees to maintain better employee to customer ratio's, forcing management to hire a less qualified/experienced workforce. Coupled with set UPT and DPT's sales, inexperienced floor specialists misguided many customers into buying the wrong system. Many geniuses had to deal with the consequences of misinformed costumers who claimed something was not working based on misinformation or did xxx which caused xxx, etc. Meaning, much of the work geniuses began doing was addressing many customers as they weren't informed how to use their new Mac or mistreated it based on improperly trained sales specialists. It only got worse after the iPhone launch. Lines of iPhone users crowded retail stores, and Geniuses became nothing more than sales rep's.
I do. I've been waiting years for Apple to get live chat for product support. I'm too lazy to spend 20 minutes on the phone.
Excellent. Whilst other PC OEMs make cuts in their support, Apple pool more money into theirs.
Apple isn't necessarily putting a dime more into the Chat support...they could simply re-shift when Apple employees are online ready to help. For example, if Apple has 50 people right now that cover a 14-hour day...Apple could take 5 people out of the 50 and assign them to the missing 10-hour shift.
Who knows what Apple is actually doing as far as humans, shifts, and pay. Likely it ain't much. "pooling money" is far from it, I'm sure.
Besides, I think Chat support, anywhere is the worst. Not only are the representatives slow as mud (typing skills, asking the same/similar questions 11 times) but it's probably a 50% chance that if someone actually needs to contact the computer company for help, it's regarding a busted computer...making Chat absolutely useless to begin with. Might as well have AT&T set up a special phone number for you to call when your phone isn't working.
I don't know if I should jump in and buy AppleCare as it is now for my rMBP, or wait until the new policy goes into effect.
Any thoughts?
Any thoughts?
Yeah, that's not good I agree. I often experienced that it's more about the sales when these blue-ish dressed Genius Bar folks start speaking with you as soon you enter the store.
I did not know about this new Applecare that is the works and I bought a Mac Mini with Applecare last Friday from the Applestore. Oh Well??
I don't think the new AppleCare will be as good of a deal as it is now. I could be wrong but I feel like, in the future, products with the old AppleCare will be worth more for some reason. It'll be something that people wish they would've bought before the change.
Yes and no. If the person looking to buy a used MBP has subscription AppleCare then it becomes less of a selling point. I still don't know. I would love to know what the price is going to be. I have a feeling that over time it will in fact be more expensive. But does that also mean that if you keep your subscription going AppleCare will cover your device past the 3 years we get now?
i'd love to see a colorful apple website rather than the old and boring white websites, apple should work on this.
btw, the anytime chat help would be great, now lets hope we see it soon
btw, the anytime chat help would be great, now lets hope we see it soon
They would have to. If someone buys an AppleCare plan now and tomorrow they put the new policy in effect, they will be automatically grandfathered.
It wouldn't make sense any other way.
Well, he wasn't lying.
That option is only available via the Online Store.
What else did you expect him to do?