Yeah! And I don't like the color of the hardwood floors in the Apple Stores. That really detracts from the Customer Service experience.
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Apple Ranks Third in BusinessWeek Customer Service Rankings
- Thread starter MacRumors
- Start date
- Sort by reaction score
Yeah! And I don't like the color of the hardwood floors in the Apple Stores. That really detracts from the Customer Service experience.
Fanboys = loyal customers. Apple has earned them. And Apple keeps earning them.
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
Wow... where is thejadedmonkey and what have you done with him?
Honestly, thanks for posting this, because I know you have been vocal in your criticism in the past
It is good to know you are having some good experiences
I've had a good experience with having my laptop repaired, required on several occasions.
Its just a shame the laptop had broken down so many times to begin with, but the fixes were prompt and good. Having said, that, the this is the first laptop that has required repair amongst several.
Thank god for Apple care...
Its just a shame the laptop had broken down so many times to begin with, but the fixes were prompt and good. Having said, that, the this is the first laptop that has required repair amongst several.
Thank god for Apple care...
...except I still prefer Windows 7
How can Windows 7 NOT be good? All of the good stuff was either stolen from Apple or the idea came from Microsoft's customers! Hell, Microsoft is so proud of the fact that their customers are smarter than their software engineers, they openly advertise that fact on the television.... a LOT!
Mark
This just confirms my own experiences with Apple. In the last 10 years, I've had nothing but great service by phone, in stores and by e-mail. They've handled all of my questions or issues very quickly and in a satisfying way.
I have USAA insurance, an L.L.Bean backpack and an Apple MacBook Pro. I can vouch for the customer service (and dependability) of all three. =) L.L. Bean's 'no questions asked' indefinite return policy on products that finally break over time is without compare. That said, I've never had a faulty product. USAA representatives have always been extremely helpful whenever I've had a question or concern and I have no complaints about the service. As for Apple - well, I wouldn't know about customer service, as I've never had to send in a product (Knock on wood). That said, I wonder if I might need to send in my MBP, as its clock is defaulting to 2001. I would say it was the PRAM battery, but the computer is only a month old. Hmmm...
Never had a complaint with the Apple store. They even replaced my daughter's Macbook hard drive well after the first year and NO applecare. With that, I will return and buy from them even though I do not have to pay tax from Amazon for example.
Dear Steve,
congrats on the results in America.
Time to fix the service of
in The Netherlands.
---
3x 4 weeks without a MacBook is killing! And I don't seem to be the only one
congrats on the results in America.
Time to fix the service of
in The Netherlands.---
3x 4 weeks without a MacBook is killing! And I don't seem to be the only one
How can Windows 7 NOT be good? All of the good stuff was either stolen from Apple or the idea came from Microsoft's customers! Hell, Microsoft is so proud of the fact that their customers are smarter than their software engineers, they openly advertise that fact on the television.... a LOT!
Mark
what is wrong about asking your customers how to improve a product? I used to work for a US Government agency that was a big MS customer and they would pass on feature requests that MS implemented. A lot of the features in Windows 2003 Server were requested by customers.
USAA and Apple definitely have great customer service. However, if you take out USAA, that list encompasses rich-ware --- that is, the list is nothing but the companies behind the consumer luxuries (Jaguars, resorts, etc...).
Makes you wonder, if Apple will ever be anything but a rich man's luxury brand?
I guess the lessen is good customer service costs money - if all you want is price you'll get price. Even Apple realizes that and unbundles AppleCare from the box - so people can decide whether or not they want a longer warranty of to save money. As long as peopel are unwilling to pay any extra for better service they'll continue to get crappy service; because any company that tries to provide it won't be able to cover the extra costs in the product price. Apple is lucky that they've avoided the commoditization of their product; unlike PCs where anybody can enter the market and as result prices are low Apple has retained control of teh OS and box. While that has lessened their market share they traded market share for profitability.
Hey, I do business with the top three companies!
And my experiences with the customer service groups at USAA, LL Bean, and Apple has consistently been extremely good - and I definitely can't say that for a lot of companies.
The only complaint I've had about Apple was, when buying a 1st gen product, I needed to take advantage of their excellent customer service a bit more often than I'd like.
And my experiences with the customer service groups at USAA, LL Bean, and Apple has consistently been extremely good - and I definitely can't say that for a lot of companies.
The only complaint I've had about Apple was, when buying a 1st gen product, I needed to take advantage of their excellent customer service a bit more often than I'd like.
Seriously? I hate when people say this. Yes they require appointments so they can better the genus bar more efficient. Sometimes you wont get your turn on time but most of that has to do with the previous customer asking questions and etc. The rep has to answer all the questions and cant just tell the customer that they are doen because their time is up, if they did then the customer would rate them negatively and prolly be turned off from Apple. I bet you were one of the 7 on here that rated this news negative. Its like being at a restaurant when a hostess give you a wait time, its never going to accurate because there is no way of knowing when people are going to be done and leave. They cant read minds. You waited 20mins, get over it. Getting your oil changed at a dealership is completely.
Apple was beaten by an insurance company?!?!?
Isn't that the second sign of the End of the World??
Insurance companies are bottom of the barrel, along with real estate companies, car / commission salesman, and scam artists. If Apple's really worse than these types of greedy scum, then we're in big trouble.
Isn't that the second sign of the End of the World??
Insurance companies are bottom of the barrel, along with real estate companies, car / commission salesman, and scam artists. If Apple's really worse than these types of greedy scum, then we're in big trouble.
Oh please. Can we get over this ridiculous "Apple is for the rich man" chestnut?
For a long time the standard rule was any decent home computer cost between $1200-2000. And those $1200 machines were junky clones that epitomized "cheap" in every facet of the word (I know - I bought one of them once). Laptops were $2000 on the low end and could easily hit $5000-6000. People (not rich people) were able and willing to pay this price.
Guess how much a totally sweet iMac costs? $1200-2000. Guess how much a totally sweet MacBook Pro costs? $1200-2500. In 2010 dollars, mind you.
Just because the Dells of the world have given us this artificially low perception of computer pricing ($400 including LCD display, printer and digital camera!) while churning out cheapo crap and slashing their profits to the bone (and beyond) doesn't automatically put Apple pricing into the Rolex realm.
Dell has done to the PC world ($400 laptops) what Apple has done to the mobile device app world ($.99 apps) - distorted our perception of what fair value is. And that's a real shame.
Me, I'm no rich man, but I buy only Macs for my family. Because to me it's money well spent. Like the old (and wise) saying goes, "I'm not rich enough to buy cheap things." I use a computer for 3 years (at least). Seems that extra $$$ spent up front is a pittance over 3 years of daily use - not to mention I'll make most of that premium up at resale anyway (while a 3-year-old PC you pretty much have to give away).
I can understand why people want email support - but speaking as someone who has to occasionally deal with emailed help requests from faculty, staff, and students, I can totally understand why a company would avoid offering it. Many people can't explain a problem worth a darn, and the worst ones almost seem to get their backs up when you try to get more info from them - it's like they're actively trying not to provide answers to specific questions (and yes, I'm polite when dealing with my users - I get a lot of positive feedback).
I understand it's much easier for me to meet people face to face since they're usually in the same building, compared to the typical sorts of problem reporting we're talking about w/ Apple - but when you can talk with someone face to face, and actually SEE the problem they're experiencing, it makes for a much faster (and I assume more satisfactory for the customer) problem resolution.
don't know about current Dell's, but the ones i've worked with they last for years. few months ago i junked a perfectly working 10 year old Dell computer only because it maxed at 512MB RAM. i know people using 6 year old dell laptops that still work
I get great service even at Apple authorised dealers as there is no official apple stores here. g/fs MBA had a stuck key, took it into shop to ask and they just took it for repair the great thing is its registered online and they just trust you, no asking for receipts etc etc. Next day it was done no charge and turns out there was food stuck under the key.. lol.
Sisters Macbook battery crapped out when she left it for a month on holiday went in and they took the dead battery and couriered a brand new one to me the next day no questions asked.
The only issue, and this isnt related to service, is that they overcharge for upgrades. I wanted to upgrade my 5400rpm hdd to a 7200rpm, they quoted me double the price for the hardware alone, I bought the exact model hdd from another shop for half the price but still had to pay them to install at almost the price of a hdd to keep my warranty. Warranty expired a while ago and I did the same job myself, took me 20 mins. Overall still happy with them!
Sisters Macbook battery crapped out when she left it for a month on holiday went in and they took the dead battery and couriered a brand new one to me the next day no questions asked.
The only issue, and this isnt related to service, is that they overcharge for upgrades. I wanted to upgrade my 5400rpm hdd to a 7200rpm, they quoted me double the price for the hardware alone, I bought the exact model hdd from another shop for half the price but still had to pay them to install at almost the price of a hdd to keep my warranty. Warranty expired a while ago and I did the same job myself, took me 20 mins. Overall still happy with them!
It never has been -- likely never will be. And why would they bother if they have a marketing paradigm that works so well?
What's wrong with that anyway? Seems like a good title to have. Rolex, Mercedes, Apple.
HA - You mean this one ranked from a 3rd party service company that most Apple fanboys wouldn't call?
http://brainstormtech.blogs.fortune.cnn.com/2010/02/22/apple-is-no-1-in-reliability-survey/?cnn=yes
The survey has no validity whatsoever. I'm not saying that Apple products are reliable or not reliable, just that that survey means nothing, as a greater percentage of Apple customers probably go directly to Apple for service, which significantly biases the results.
Tony
Apple is a Rich Man's brand when you compare it to other PC Manufacturers. The cheapest computer they sale is $600.00USD but since it comes with a miniDisplayPort you either have to purchase an expensive Apple Display starting at $900.00USD or buy an adapter so that you can use an another display. Ontop of that it does not come with a mouse or keyboard so that's an additional $100.00USD - $140.00USD. So no matter what you're going to spend $800.00USD+ on the budget Mac which is a rich man's computer when you consider what you can get on the PC side for much cheaper.
That, sir, would not be true. You are able to use a DVI monitor with the mini, without the purchase of anything additional.
