Apple's customer support in the end works.

[zorahk]

For all those who remember the thread last week that turned into a disaster, I want to give a piece of hope to those who are dealing with Apple's "customer service".

Finally, after talking to about 6 different departments, a guy from AppleCare transfers me to a so called "Product Specialist" named Noel. Noel apologized for the entire situation and offered to send me a new computer.

So in the end, you can get something out of apple. It may take calling 6 departments, 5:00 hours of your time and probably more on hold, but eventually you WILL get somewhere.

 

[uiop.]

Yeah. I posted a big long write up of my poor customer service with Apple on one of their support forums and the next day a guy from Apple called an said he was sending me a year of MobileMe for free. Nice.

 

[mikes70mustang]

This is how it is in almost every company, if you bug them long enough they do something to get you to shut up.

 

[AppleNewton]

This is how it is in almost every company, if you bug them long enough they do something to get you to shut up.

Not necessarily true..infact with apple its about keeping business, accommodating customers & promoting their brand.

Ive had alot of great experiences that I feel more than grateful they went above & beyond any support I have experienced from any large company..especially in the tech/computer business...when its a huge open market everyone is battling for competition apple remains pretty collected.

replacing a computer after failed repairs...I didnt even have to ask they asked me, upgraded other system device/specs just as a courtesy didnt even bug them or harass them they just wanted me to make sure I was getting the best I could.

So no real true complaints on my end as far as I'm aware and they/Apple arent in it to shut people up theyre there to provide excellent service.
Its what should be expected.

One of the reasons I buy apple products is I know what to expect.

Some people have been fortunate while others might not have been...it just depends I suppose.

 

[noodle654]

There are always the people that have to call and complain to get something done, then there are the people that make one call and BAM they get a new computer. It really boils down to who you talk to, and if they know how to handle the situation. Congrats on your new MBP.

 

[rmb7984]

I recently had a bad apple repair service turned into a great experience due to a thoughtful manager at one of the retail stores. Long story short, because of unacceptable repairs and a faulty display being installed on my late 2007 white MacBook, the manager gave me a new Unibody 2.4 MacBook, brand new in the box. Certainly made me a happy customer.

My belief is that, no matter the company, customers will occasionally have to deal with screw-ups. What separates a great company from a not-so-great company is how they respond to those screw-ups.

 

[bli625]

I can pitch in too. I finally got my new MBP today after spending hours in the past two weeks pleading my case. I finally got a Customer Relations guy who listened to what I had to say and I gave me a whole new computer. No complaints here.

 

[mikes70mustang]

There are always the people that have to call and complain to get something done, then there are the people that make one call and BAM they get a new computer. It really boils down to who you talk to, and if they know how to handle the situation. Congrats on your new MBP.

Its all about being firm but nice. And maybe making it seem like your career rides on having this computer working.

 

[5DollaFootlong]

In January, the hard drive on my June 2008 2.4 ghz white macbook failed for the third time. ALso, it had white spots on the screen and a fried usb port. Originally, the manager wanted to give me the unibody 2.0, which was equal to the price of the 2.4 white, but I demanded an equal processor. I came in with a **cked up computer, and left with a brand new 2.4 ghz aluminum macbook.

 

[paradicio]

I remember your thread, and I'm glad it worked out. It was obviously a defect and should have been replaced immediately. I'm happy Apple did the right thing here.

 

[infernohellion]

To be honest, when it comes for customer support at the end of the day Dell has the support that I so far love the most (especially their on-site service even to laptops). Too bad that Dell makes bad products

I think Apple service does vary to where you live. For me, a person lives either in Thailand or Melbourne, Australia. I find Apple support for both of the countries to be very bad. They try to get you to visit their stores (i.e. Premium Resellers) to get problem sorted out rather than trying to help you.