Apple customer service is systematically limited

[Djamesb]

Apple has no customer service that will address a customer’s complaints regarding the quality of their services. To clarify, if a customer has an issue with a product, obviously there is customer service available. However, if a customer has a complaint regarding apple services such as customer experiencing poor online service delivery of a product there is no method to state a complaint. Furthermore, if one of the Apple stores, provides service that is concerning and the store personnel do not rectify the concern, there is no path open to customers to elevate the concern to Apple, beyond the store. This may occur, for example, when a customer is seeking advice on a product repair and disagrees with a genius assessment, and perhaps a manager‘s assessment. The quality of geniuses and managers must vary and errors are made. This creates a problem for the customer, if the quality of assessment is low at the store level, as there is no path open for a customer or customers to provide Apple feedback if a specific apple Store is not providing the quality of service that Apple the brand supports. This problem is also true of Apple online services. Yes, Apple, after service delivered, uses a third party service to collect data on Apple services. However, that data is collected and collated to provide results of many customer service interactions. This process is helpful to Apple, and to customers, as it will identify extremely large trends of poor service delivery, if there are enough instances of a problem. The problem with this survey method is that given enormous number of customer interactions, even a fairly large number of complaints of a particular service may be explained as an outlier, and problematic service is ignored for each customer. The result of the current customer service Apple offers is that the individual customer has no means of having their specific issue to be identified, and if concern is legitimate, rectified. No doubt that individuals who are most interested in “defending“ apple will counter this post with tired old arguments that customer service can be abused by some, or that Apple had to “cut costs”. True, however these arguments are explanations and do not address the truth that an individual customer is limited to express a concern regarding service received , whether it’s regarding performance issues of a specific store, or online service. Those that use the often employed troupe that “good customer service does mean you always get what you want”, agree to some extent. To counter this, the main Apple problem is that the customer is not given the opportunity to voice their concern of a problem beyond the Apple Store or online service to those at apple who are supposedly regulating each Apple Store services and online services. Another easy rebuttal is Apple cannot afford such a process to help the individual customer escalate a problem. Well, it is an expense. Whether Apple could afford the expense without economic collapse, I don't know but suspect from reading Apple financials that Apple is not on a profit razor, leaning towards bankruptcy. Finally, Apple marketing is focused on each individual receiving quality service, such focus leads to quality assurance for each individual. This focus is delivered to some extent regarding a product, but Apple the brand is not just responsible for quality of product but are responsible as well for the quality of the services provided in the delivery of the product, and having that product maintained.

 

[wonderings]

So are you wanting someone higher up to lodge a complaint with other then the manager at a local Apple Store? I would think you lodge a complaint with the manager of said store and it would be up to that person to handle it or move it up the corporate ladder for someone else to deal with it. Not sure what else you are wanting if you disagree with the Genius and the manager as well, how far up do you keep going? Can you give an example of something you disagreed with regarding a repair that the genius and the manager both disagreed with you on?