Apple Tops 'Tech Support Showdown' List for Third Consecutive Year

Discussion in ' News Discussion' started by MacRumors, Mar 10, 2017.

  1. Daws001 macrumors 6502


    Jul 27, 2011
    The States
    Lol, Samsung. Not only may their phones burn your house down, but they can't even manage 24/7 customer support.
  2. deckard666 macrumors 6502


    Jan 16, 2007
    Live in the real world much ?
  3. HJM.NL macrumors 65816


    Jul 25, 2016
    Nice to read Apple tops the list. I'm surprised to see Acer ending that high... it's quite an achievement for a company selling their gear competitive priced and giving good service (according the list)
  4. tonyr6 macrumors 65816


    Oct 13, 2011
    Brooklyn NY
    Apple support is great. When I had issues with AM billing they actually gave me song credits. As for other services it is crapshoot if they are good or not. Google and T-Mobile when I get a American they help me everytime. When I get a foreign idiot I end up yelling at them and hanging up for telling me stupid stuff like reboot your phone. Hello how am I suppose to reboot my phone when I am on it talking to you.

    T-Mobile took three calls to fix my billing issues. The first two foreign idiots did nothing despite saying I would be getting a credit for being over charged saying it can take over 24 to 48 hours BS story. The third call I got a American and he took care of the credit right away as soon as I hung up I got a text and the credit was taking care of.
  5. Rvsymmot macrumors newbie


    Jan 19, 2016
    I never said it was relevant to the report, just replying to another posters experience and sharing my own. I also don't see why changing country should delete my library. Potentially songs that aren't available in the new country, yes, but not my whole library (including songs I made in GarageBand.) Your reply was similar to some of the things I heard from AppleCare.
  6. a.gomez macrumors 6502a


    Oct 10, 2008
    I've always had an issue with this. Unless you pay an extra 250 for applecare apple won't talk to you after 90 days. Everyone else perhaps slower but they there for the full first 12 months.
  7. WannaGoMac macrumors 68000

    Feb 11, 2007
    The problem is hes not allowed to talk to you without proof you're an apple customer. Just give him your serial number next time whats the big deal.
  8. kazmac macrumors 603


    Mar 24, 2010
    On the sliver scream
    I can attest to how awful Dell's CS is. Had to fight them over a refund for five weeks. Was laughed at and hung up on at least 2x, and it took my going to the bank and the Better Business Bureau for them to move. The BS excuse was their servers were down with the same issue for almost a month.


    In my personal experience, Apple's customer service has dropped significantly in the past year, but if you ever have a store issue contact the store leader. I always had a good experience with refunds and most returns in the store.
  9. vertical smile macrumors 68020

    vertical smile

    Sep 23, 2014
    I am pretty sure that you totally missed the point of the post..
  10. Lappen71 macrumors 6502


    Nov 16, 2012
    So you mean if the competition was harder Apple´s score would be worse?
    You don't think the result of the survey would be the same if Apple would be the only one in the "competition"
    --- Post Merged, Mar 11, 2017 ---
    Your music? It´s not your music. You are only renting the music.
    There are no reason not to have a backup and the fact is with iTunes backup/iCloud Backup you would had the ability to recover your entire library.
    So i understand why Apple is blaming you because you are wrong.
  11. mi7chy, Mar 11, 2017
    Last edited: Mar 11, 2017

    mi7chy macrumors 68040


    Oct 24, 2014
    I prefer to buy hardware that just work and do my own support.

    That's why Thinkpads are the only approved laptops for the International Space Station.

  12. zaaach48 macrumors regular


    Nov 2, 2016
    Baaaaaaaahahhahahahahhahaha ah man I hope you're just trolling
    --- Post Merged, Mar 11, 2017 ---
    lol unfortunately your standpoint is not grounded in reality at all. Do you have ANY experience with technology at all or just trolling like the other guy?
  13. batchtaster macrumors 65816

    Mar 3, 2008
    Support isn't just about faults. Look at the examples given - they weren't even errors, they were questions about "how do I do this?" and "can it do that?"
    Unless/until every user knows everything about how to do everything, support will always be needed, faults or no faults.
    Presumably, you have a moral objection to auto mechanics for similar reasons, and never get your car proactively serviced.
  14. dd1989 macrumors member

    Jul 1, 2014
    Remember AppleCare isn't just there for when something breaks, it's also about education. It's a great resource to open a live chat or call and ask about how to do something in iWork etc.
  15. RobNYC macrumors 6502

    May 28, 2008
    New York, NY
    What the hell is going on with HP? The average call time is almost half an hour.
  16. M.PaulCezanne macrumors 6502a


    Mar 5, 2014
    Apple's Level 1 phone support is garbage. In my experience, they pretty much don't know anything useful. That may be a bit self-selecting, though, since I don't call with basic questions, but it really is surprising how little they know - though I guess that does seem to be the norm for Level 1 support in general these days with almost any company.

    Level 2 support does seem better, but still not what I would expect from Apple.
  17. jlc1978 macrumors 68000


    Aug 14, 2009
    I would guess it's a cost issue. If some reasonable percentage of calls can be handled by less experienced, and thus cheaper, support staff then it make sense to do that and hand off the more complicated ones to level 2. As you point out, that's pretty much standard practice across many industries, not just tech. A car repair shop doesn't have their experienced ASE certified mechanics answer questions about buying new tires unless the wear pattern shows a more serious problem.
    --- Post Merged, Mar 13, 2017 ---
    Just remember, everything on there is built by the lowest bidder...
  18. nburwell macrumors 68040


    May 6, 2008
    Not completely shocking. Apple Support is second to none. The few times I have dealt with their support, I have received exemplary service.
  19. lowendlinux Contributor


    Sep 24, 2014
    North Country (way upstate NY)
    I don't think this really surprises anyone Apple pretty much has CS down pat.
  20. LordVic macrumors 601

    Sep 7, 2011
    found the guy who has never worked a day in IT :p
    --- Post Merged, Mar 14, 2017 ---
    Apple support has never ceased to surprise and amaze me and it's one thing that I really hope all other manufacturers look towards for inspiration.

    are they perfect? no. But they seem to understand customer service a lot better than many others. Maybe it's just my luck, but so far so good

    my MBA power brick stopped working, they shipped me a new one overnight no charge, and had a pre-paid package in the shipping to ship back the broken one. No charge. This happened twice and both times Apple took care of it.

    My niece is a klutz and has dropped and cracked her iPad 3 times now. Each time, to my surprise, Apple genius has replaced it at no charge for her.

    Seriously, I keep trying to have her learn a lesson that she needs to take personal responsibility for her iPad. The first time, i expected Apple to say "no". so I took her to the mall and had her come with me to the genius bar. and sure enough they said "yes". I told her, that he was being very kind and that she shouldn't expect a 2nd replacement.

    she dropped and broke it again. So we went back to the bar and a different genius. Again, I told her "expect that he will say no since it was your responsibility to not break it". and sure enough, the new rep said yes and gave her another new one!

    well, she's now dropped it again... I won't even take her. because she clearly hasn't learned her lesson about responsibility!
  21. M.PaulCezanne macrumors 6502a


    Mar 5, 2014
  22. jlc1978 macrumors 68000


    Aug 14, 2009
    The stats that would be useful is the % of callers who got their question answered satisfactorily by Applecare and the % of calls sent to level 2.; broken down by level. That would show how effective Apple TS is in answering questions.

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