Lol, Samsung. Not only may their phones burn your house down, but they can't even manage 24/7 customer support.
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Apple Tops 'Tech Support Showdown' List for Third Consecutive Year
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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.
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.
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.
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.
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.
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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.
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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.
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"
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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.
Baaaaaaaahahhahahahahhahaha ah man I hope you're just trolling
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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?
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.
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.
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.
Level 2 support does seem better, but still not what I would expect from Apple.
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.
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Just remember, everything on there is built by the lowest bidder...
found the guy who has never worked a day in IT
[doublepost=1489511487][/doublepost]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!
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.