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Apple Continues to Provide Top-Rated Tech Support on Strength of Genius Bar
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Interesting. I never had to go to a genius bar. I call Dell and at a maximum of four hours later their technician is on our premises and fixes our equipment. It's called mission critical support - that's something that Apple doesn't even offer. But, well, Apple doesn't target business customers, so that's not really surprising.
Actually, when I went for my Watch try-on, I chatted with an Apple floor person and told her I was a freelancer and she had someone from the business support team come out, meet me and take down my information so I could be assigned a business support person who would help me if I ever had an issue. I've had a sales rep in the past who would give me a discount here and there on peripherals (like a Time Machine, etc.) but I had lost touch with them. Yes, I'm small beans but to say they don't cater to business customers is simply incorrect. Depending on the location of your business, Apple certainly does offer onsite repair:
http://www.apple.com/support/products/premium/onsite.html
Since I live within 100 miles of Minneapolis, I could get onsite repair.
I have an assigned business consultant for my work Macs and the service is much better but the computer still has to go to the Apple store. Our Dell guy has 3 hours to be at the site fixing the issue and he always is.
Does Apple sell that type of server hardware? Are you going to drag a server rack to the sell store? And finally I can get my phone replaced and be up and running in about one hour.
And Apple does have business plans, just not for servers.
It was actually just a few months ago, right after the original unveiling of the watch.
Now if only this amount of care was put into their software quality assurance then all would be good. I swear their software has been getting buggier and buggier by the year.
OR... keep the beer away from a machine that you use "for [your] heavy workflow on strict deadline when my rent depends on it". Basic common sense. Liquid kills electronics. If you need/use it to earn your living, keep the liquid AWAY from it.
It might not be that the bar is behind its because of the customers. I have been to the bar and have seen people beside setup one appointment but bring in multiple devices or someone who asks a million questions which can run over. I dont know how much time they have to spend on people but I assume its not very much. I assume they can say you need to leave when the time is up. lol. You cant blame them for customers making them run over. Its the same thing with restaurants because customers can cause delays.
I like the Genius Bar because they replace devices with relative ease. However, it can be bad at times because one rep was working on some guy's Yahoo compatibility and replacing my iPhone at the same time, so it just took a little extra time because of people being too "needy" and "stubborn" with their Yahoo email clients.
The customers are different story. I don't like going to an Apple Store in a big mall because people can be quite rude. One time, I was standing at the GB and some person just ran and just trucked me out of the way without apologizing. Talk about lack of consideration.
Tech Support through Apple Care is a cash grab. They wanted me to pay $29.99 for one time for a diagnostic on my 5C to see if the Bluetooth and iTunes issues I was having were software related. Luckily, I got a rep to waive the fee.
The customers are different story. I don't like going to an Apple Store in a big mall because people can be quite rude. One time, I was standing at the GB and some person just ran and just trucked me out of the way without apologizing. Talk about lack of consideration.
Tech Support through Apple Care is a cash grab. They wanted me to pay $29.99 for one time for a diagnostic on my 5C to see if the Bluetooth and iTunes issues I was having were software related. Luckily, I got a rep to waive the fee.
In the three trips to to Genius Bar, every problem was diagnosed an fixed free, the last one bring out of warranty, Zero complaints Here!
they sign off on the specs and it has the google name on it. it is their product. and they sell it from their own store.
much like apple products like the iPhone/iPad are designed by Apple but made Foxconn/Pegatron/etc
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A few months ago CR emailed me a survey on the Genius Bar. My responses were all highest praise. My experience with GB has been limited. Staff was always friendly, helpful and very courteous.
I've seen them go steps out of their way to help customers with Apple products.
I'm a huge fan of the Genius Bar. I seldom need them. Glad they are there when I do. Good people.
I've seen them go steps out of their way to help customers with Apple products.
I'm a huge fan of the Genius Bar. I seldom need them. Glad they are there when I do. Good people.
Just wait until the MAR goes to market. The Genius Bar will be kicking it up a couple of notches.
Last week I took my late 2009 iMac in. The Windows XP on Bootcamp was threatening to devour my entire system. It wouldn't boot back into OS X. It would no longer connect to my Bluetooth key board so I couldn't use the option key option. I had a pleasant talk with the genius while he fixed everything up for me. No charge.
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They under promise and over deliver. Very smart of them.
Apple does have good service but honestly, I expect them to for the higher price range their devices fall into. Getting what you pay for works for me. So, yeah, very good overall service but I'd expect nothing less due to what I'm paying for the products.
It's all good.
It's all good.
Zero complaints here too. I like the customer service at Apple almost as much as I like Apple products themselves. It's just complete peace of mind. I also think it's setting the standard for other companies as well. In the past decade, I feel like I've seen a noticeable improvement in customer service across the board.
Just wait until the MAR goes to market. The Genius Bar will be kicking it up a couple of notches.
rezenclowd3
macrumors 65816
This is why one should utilize their AASP or PSP (Apple Authorized Service Provider or Premium Service Provider)
So, your workflow depends on your computer, and you can't take enough care to keep from spilling your beer on it. Seems like there's a simpler solution in there instead of blaming Apple for your troubles.
really? days late to the party and still missing my point, which i relayed in a couple different ways? i'm only replying because MR's redesign/new default settings informed me of your post, but to spell it out again: i'm not blaming anyone for anything.
it would be nice for apple to include a keyboard seal, seeing as these are now offered by some manufacturers, especially since liquid spills aren't covered by their warranty.
this is a component of 'competition' - offering features that some people (who aren't necessarily the narcissistic 'you') would appreciate or consider a benefit. computers are becoming less 'electronic devices' in the 1980's sense, and more a 'lifestyle device'. lifestyles involve food and drink.
though i'm sure this does nothing to alleviate you of your feeling of superiority. you may not understand my job or my workflow or my deadlines, but i'm glad i have the job i do. pretty sure i wouldn't want yours, even if you do get to eat and drink nowhere near it on any occasion that has come your way. thanks SO much for your informative and considerate words.
I trained for three weeks in Cupertino in 2008. Got to see Steve and Jony several times at Caffe Macs for lunch. These days they send new technicians to several different training centers across the country, but through about mid 2008, purely California. The Genii in the store do ok by retail standards, but my salary doubled when I left for a typical corporate IT position.