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Apple Ranks Third in BusinessWeek Customer Service Rankings

Hoo hoo, the usual detractors are coming out in force now, outraged that they have been marginalized even farther.

We can all look for a new flurry of "fan boy" accusations from those folks as they squirm around trying to find some credibility for their ongoing complaints.
 
MacDawg said:
So if a company has a strong base of satisfied customers, that invalidates a customer service ranking?

Huh?
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It seems that you didn't understand what I said. What I'm saying is that Apple has a lot of fanboys who root for Apple just as hard as die hard sports fans. (Which is rare for a corporation.) If they had a negative experience with Apple and were asked to fill out a survey about their experience, they would still rated as high as possible in all category.
 
Tones2 said:
:rolleyes: Well, just visit the Apple sponsored iPhone DEVELOPERS forum and see how much OTHERS are complaining about dealing with Apple. Not to mentions almost every single Vendor that deals with them, from NBC to Adobe, etc.
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And yet, they're making increasing amounts of money, increasing sales, and their reputation with consumers continues to improve. Your anecdotes are kind of hard to sustain in the face of mounting objective evidence to the contrary.
 
Digitalclips said:
Some are more than likley paid to contiously try to create negative feelings in top Apple blogs by certain companies. It is nieve to think otherwise given the damage Apple's gains cause these companies.
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Tones2 said:
Cough.:rolleyes: Yeah - it's because everyone who buys Apple products is already a fanboy.

Being an iPhone developer and a owner of an iPhone, iPod and macbook, I can honestly say that Apple is one of the WORST companies to deal with. It's a big black arrogant single minded hole on non-information that spews forth. And their products are no more or less realiable or innovative than any other product I own.

These things are all about MARKETING, and of course Apple's the best in the business at that. Remember, this is a company that make it seem like every COMMERCIAL AD that they put out an EVENT, and all the sites like this BELIEVE that!:eek:

Tony
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Hmmm…

jW
 
inlovewithi said:
It seems that you didn't understand what I said. What I'm saying is that Apple has a lot of fanboys who root for Apple just as hard as die hard sports fans. (Which is rare for a corporation.) If they had a negative experience with Apple and were asked to fill out a survey about their experience, they would still rated as high as possible in all category.
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Lucky for Apple this customer service ranking stumbled on a nest of these fanboys
 
macnerd93 said:
and if what your saying is true why hasn't Microsoft topped out then, i\m pretty sure there are more Micro$oft fanboy's than Apple ones :p
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Um no. Apple is niche market, creates an us against them market. Microsoft does not have fanboys the way Apple has. I have never seen a phenomenon like Apple fanboys. Microsoft is too big and people love to hate them and criticize them just because. Corporations don't have fanboys, maybe one or two, but nothing like Apple. Video games systems and sports teams have fanboys, a corporation like Microsoft doesn't, the same way something like orange juice doesn't have fanboys. Apple is great at creating a feeling of, "We're better and cooler because we use Macs."
 
Mal said:
Hmmm…

jW
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I've seen their support vary wildly. They're rather condescending from my experiences over the phone and on occasion with a Genius.

They replaced my upper case promptly and when I tried to pass off as a mundane to get my trackpad fixed it worked as well. If I go in with more knowledge about a problem than the entire staff suddenly they shift into paranoid damage control mode and call in the manager.

They managed to lose my friend's MacBook and claimed for several days that they never received it. It's not the first time I've had Apple lose hardware sent back for repairs either. Thankfully the computers did made it back.
 
MacRumors said:
In Bloomberg BusinessWeek's fourth annual customer service rankings released late last week, Apple placed third behind catalog retail site L.L. Bean and insurance company USAA, a new high for the company.
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That's quite an achievement, given th equality of customer service from numbers 1 and 2. USAA, an insurance company, is one of the few whose customers not only rave about them but encourage anyone eligible for membership to join.

Having used Apple's customer service on several occasions I can say it really is good. Dell, OTOH, is a mixed bag - they've been real good fixing order problems for me; but tech support can quickly deteriorate into Dell Hell if the problem is something that can't be easily fixed - such as the annoying AVI Catalyst driver that insists it is incompatible with my ATI card despite being the recommended driver. Reinstalling the OS, as the first step, is not really a good way to approach a fix; although I understand that the problem may be due to a third party program, at least try something else first.
 
Tones2 said:
:rolleyes: Well, just visit the Apple sponsored iPhone DEVELOPERS forum and see how much OTHERS are complaining about dealing with Apple. Not to mentions almost every single Vendor that deals with them, from NBC to Adobe, etc.
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While playing nice with suppliers is often a good strategy it's the customer, not the vendor or developer, who really counts.
 
Small White Car said:
Upper case of what? And what are you saying? That's an impressive time to me, no matter what product. Are you complimenting Apple? But then you give the roll eyes along with bad news from your friend.

You need to elaborate just a little bit.
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I think he was showing that the customer service has been inconsistent for him
Sometimes good, and sometimes not so much

Hence, his later post...

Eidorian said:
I've seen their support vary wildly. They're rather condescending from my experiences over the phone and on occasion with a Genius.

They replaced my upper case promptly and when I tried to pass off as a mundane to get my trackpad fixed it worked as well. If I go in with more knowledge about a problem than the entire staff suddenly they shift into paranoid damage control mode and call in the manager.

They managed to lose my friend's MacBook and claimed for several days that they never received it. It's not the first time I've had Apple lose hardware sent back for repairs either. Thankfully the computers did made it back.
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Consultant said:
That's great news.

As I've said again and again, people have to take those fake "horror" stories with a grain of salt.
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So you're saying Apple is perfect? I would find it very hard to believe that Apple doesn't screw up AT ALL. That's impossible. People make mistakes, even if they work at Apple. :)rolleyes:)

Dismissing some incidents as fake horror stories because most people don't have problems is very insulting to the people that did have serious issues that weren't addressed properly by Apple.
 
Erwin-Br said:
So you're saying Apple is perfect? I would find it very hard to believe that Apple doesn't screw up AT ALL. That's impossible. People make mistakes, even if they work at Apple. :)rolleyes:)

Dismissing some incidents as fake horror stories because most people don't have problems is very insulting to the people that did have serious issues that weren't addressed properly by Apple.
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I haven't seen any posts in here claiming Apple is perfect and never makes mistakes

But I have seen posts claiming that Apple is terrible and that anyone who thinks otherwise is a fanboy seduced and deluded by Apple

Clearly, there are horror stories that are real
But thankfully, they are few
 
MacDawg said:
I haven't seen any posts in here claiming Apple is perfect and never makes mistakes

But I have seen posts claiming that Apple is terrible and that anyone who thinks otherwise is a fanboy seduced and deluded by Apple
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Did you even read the post I replied to?

"As I've said again and again, people have to take those fake "horror" stories with a grain of salt."

This guy is basically saying that because most people are satisfied, all the other complaints must be fake. Very insulting if you belong to one of those few people that actually did have problems.
 
MacDawg said:
I think he was showing that the customer service has been inconsistent for him
Sometimes good, and sometimes not so much

Hence, his later post...
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It's good when you get a hold of someone dedicated to customer service regardless of who you are. A Genius gave me his business card and a case number since my Macbook's upper case and trackpad issues were related. It wasn't my first time in either. (My trackpad just started acting up again too! :eek:)

It really hurts when you run into arrogant and conceited staff.

The general floor staff and concierge still depress me.
 
Erwin-Br said:
This guy is basically saying that because most people are satisfied, all the other complaints must be fake. Very insulting if you belong to one of those few people that actually did have problems.
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We disagree on what he said because I never read him saying "all the other complaints must be fake".
He said, "As I've said again and again, people have to take those fake "horror" stories with a grain of salt."
Hardly the same thing in my mind
 
inlovewithi said:
Um no. Apple is niche market, creates an us against them market. Microsoft does not have fanboys the way Apple has. I have never seen a phenomenon like Apple fanboys. Microsoft is too big and people love to hate them and criticize them just because. Corporations don't have fanboys, maybe one or two, but nothing like Apple. Video games systems and sports teams have fanboys, a corporation like Microsoft doesn't, the same way something like orange juice doesn't have fanboys. Apple is great at creating a feeling of, "We're better and cooler because we use Macs."
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The problem with this is, I see more anti-fanboys on the MS side, than I ever have seen any actual Apple Fanboys(never met one in person). It's like the anti-fanboism is so strong, every story just feels like some sort of myth. I can't imagine some of these stories being true, or think someone is really that stupid. Then all the sudden, I realize that the problem isn't the imaginary fanboys, it's the tards that think people in their made up stories actually exist.
 
MacDawg said:
You don't have to make a reservation to meet with a Genius, it is just recommended... sort of like making reservations at a restaurant.

I have seen many walk-ups served at the Genius Bar, and others put on the list for an opening

Personally, I like having the ability to make an appointment and know that I will be seen in a reasonable frame of time (yes, they can run late because they are taking extra time with another customer). I don't want the "hit or miss" of showing up hoping it won't be crowded.
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Not sure where you are but in the NYC/LI area, if you don't have an appointment, you won't get to see a genius.

I too like the fact that I can schedule an appt. from home and go in and wait a minimal amount of time to be seen. However, if I have a DOA product, it sucks to have to schedule an appt. to get it rectified.
 
Evangelist4Him said:
Why would say "have to admit"? That's typical: when there's a problem, people come ranting and raving about Apple; but when it's something good or positive, they come reluctantly saying...uh, well, I have to admit...

You are what you speak and you get what you say.
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Because as soon as he says that he had a good experiance at an Apple store, he will be shut down and accused of being an Apple fanboy. Why stick your head out when you don't have to?
 
rdowns said:
Not sure where you are but in the NYC/LI area, if you don't have an appointment, you won't get to see a genius.

I too like the fact that I can schedule an appt. from home and go in and wait a minimal amount of time to be seen. However, if I have a DOA product, it sucks to have to schedule an appt. to get it rectified.
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The Atlanta area, and we are fortunate enough to have 4 Apple Stores in close proximity... so I am sure that helps with the traffic

Seeing a Genius without an appointment is a hit or miss proposition depending on how busy it might be on any given day or time, however, I did get a dead iPod replaced within 10 minutes without an appointment (on my very first Genius Bar visit)

Apple_Retail_Store_Locator-20100222-121014.jpg
Apple_Retail_Store_Locator-20100222-120915.jpg
 
Let's see what Apple's consumer satisfaction ratings are, particularly among photographers, after the release of a VERY buggy Aperture 3! Aperture 3 is, easily, the most bug-ridden problematic piece of software I've seen come out of Apple yet. Severely disappointed in Apple over this one!

Mark
 
I'd have to agree with this too. My satisfaction with Apple support in the past year has been leaps and bounds above the previous few years I've dealt with them.

Granted I'm still bitter about their lack of hardware in a $2000 machine, but specs aside Apple is slowly winning me back... except I still prefer Windows 7 :eek:
 
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