mac000 said:
I swear I would call Apple Care and be like "yea theres like 25+ dead pixels on my screen, the fan on my computer sounds like a lawnmower, my keyboard isn't working, my mouse broke, the side of my computer is melting..." and Apple Care A) wouldn't believe me, B) tell me to repair disk permissions.
I swear those 1st rep's you get a hold of at Apple Care are bogus, If anyone's ever actually got through to the "2nd" rep, you know what Im talking about
Apple, like most computer companies, has "tiers" of support reps. The "tier 1" people who answer the phone usually can't do more than just read a script. The good ones are few and far between.
I was "tier 4" for $LARGE_UNIX_COMPANY, and I was sometimes driven nuts by the "tier 1" people. For example, being at a large customer site, having debugged a problem with a very expensive computer, calling the call center, identifying myself, and asking for the necessary part only to be asked for the basic configuration information.
Me: "Perhaps you don't understand. I work for xyz, just like you, and I'm the senior engineer at the customer site. I need $PART from the depot, now!"
Droid: "I'm sorry, but I need the $DIAGNOSTIC_UTILITY output before I can open a case."
Me: "AAAAAAGH! There *is* a case, I've already given you the number."
...and so on...
I blame the companies who hire entry-level, low-cost people (often not even in the same country) to do the front-line support. It should be just the opposite - people with experience could reduce customer frustration and the number of calls held. But, as long as $SUITS run things, that'll never happen.
