Is Apple losing it, or just a bad experience?

[aloshka]

Not starting a flame war or anything, but I always had great experience with apple. And today I made the mistake of calling their "specialist" to see if they had a macbook pro that I wanted in stock.

The lady had a southern accent and man oh man, was she just rude beyond imagination. Talking to me like an idiot, explaining what a processor was. I waited about 10 minutes of her explanations because I could not interrupt her at all and all I asked was if they had a 2.8ghz i7 in stock at a local store. That was it. She explained she can't answer those questions and that if I knew what a processor was I wouldn't ask her if they had one that didn't exist. Their site shows a 2.8ghz i7 for the rMBP 15?? Ironically I called the local store but she said she didn't want to transfer me because they were too busy and I could only talk to her and no one else?

I've done that a ton of times and it was always a pleasure. Most of the time online said something would "ship to store" but calling the store they had it in stock which is why I do that sometimes.

But wtf?!?! I called back thinking it was just a bad rep and I got another rep... again Southern. Definitely different lady, but just as bad if not worse than the first one?

Just bad luck?

 

[ProjectManager101]

It happens. I called a few month ago and I was getting upset because the man didn't know "macs could do that", totally illiterate. It seems they have a call center in the same town where Napoleon Dynamite comes from.

 

[Fuchal]

Not starting a flame war or anything, but I always had great experience with apple. And today I made the mistake of calling their "specialist" to see if they had a macbook pro that I wanted in stock.

The lady had a southern accent and man oh man, was she just rude beyond imagination. Talking to me like an idiot, explaining what a processor was. I waited about 10 minutes of her explanations because I could not interrupt her at all and all I asked was if they had a 2.8ghz i7 in stock at a local store. That was it. She explained she can't answer those questions and that if I knew what a processor was I wouldn't ask her if they had one that didn't exist. Their site shows a 2.8ghz i7 for the rMBP 15?? Ironically I called the local store but she said she didn't want to transfer me because they were too busy and I could only talk to her and no one else?

I've done that a ton of times and it was always a pleasure. Most of the time online said something would "ship to store" but calling the store they had it in stock which is why I do that sometimes.

But wtf?!?! I called back thinking it was just a bad rep and I got another rep... again Southern. Definitely different lady, but just as bad if not worse than the first one?

Just bad luck?

Why does it matter if they're southern?

 

[kazmac]

Aloshka, luck of the draw. I'll ignore your regional references and just say I had a rotten experience with a senior AppleCare advisor over the weekend concerning my dud 27" iMac. I had to invoke Tim Cook's name for him to do something in regards to returning the machine within the 14 day receipt window. It was obvious he did not want to deal with me and I reported him in the survey Apple sent along. Last night, I worked with a trio of nicer folks who facilitated the return. And I thanked them for that.

The Apple Store near my job has been wonderful lately. And I've told them so. Everyone has been very pleasant and while I know that looks good for those reps personally, that makes me want to come back too. And I will.

It's too bad you didn't get this specialistis' name because you could easily report her to Apple.

All that said,

Don't give up call and ask to speak to someone else, before you call double check online if the MBP is available for personal pick up at that store. Good luck.

 

[aloshka]

Why does it matter if they're southern?

I've lived in the South. People are just more rude in general. Obviously a stereotype, but if I had to guess, at least people I dealt with which makes this my opinion, I'd say 1 out of 50 people will be nice, everyone else will act like they are annoyed with you before you even do anything.

Go to the south, rent a car, even that is a painful process. You'll have 3 clerks.. One will be filing her nails and the other will be just typing on the computer and one will be doing the work when you have 20 people waiting in line. Never had that anywhere else in the country.

 

[AFEPPL]

Apple have now grown too big and are saddled with the same problems as MS were.
Its just that MS have now worked out how to deal with customers at scale and apple need to learn it..

5 years of mess to follow.

 

[aloshka]

Aloshka, luck of the draw. I'll ignore your regional references and just say I had a rotten experience with a senior AppleCare advisor over the weekend concerning my dud 27" iMac. I had to invoke Tim Cook's name for him to do something in regards to returning the machine within the 14 day receipt window. It was obvious he did not want to deal with me and I reported him in the survey Apple sent along. Last night, I worked with a trio of nicer folks who facilitated the return. And I thanked them for that.

The Apple Store near my job has been wonderful lately. And I've told them so. Everyone has been very pleasant and while I know that looks good for those reps personally, that makes me want to come back too. And I will.

It's too bad you didn't get this specialistis' name because you could easily report her to Apple.

All that said,

Don't give up call and ask to speak to someone else, before you call double check online if the MBP is available for personal pick up at that store. Good luck.

Yeah it was bad luck, talked to someone today, very nice. Was just bad luck I guess, or maybe the people didn't want to work on Sunday.

And I get the feeling I'll be drilled for mentioning the regional differences. But it's my opinion and I've been to the south many times and not a single one was a good experience.

 

[turbineseaplane]

They've gotten too big I'd have to say - Agree with others

 

[aloshka]

Apple have now grown too big and are saddle with the same problems as MS were.
Its just that MS have now worked out how to deal with customers at scale and apple need to learn it..

5 years of mess to follow.

I'm starting to feel that way too. But I still think (again, opinion) that Apple products are simply of higher quality and more thought through than other vendors. Take even the surface book. Was so excited, pre ordered, then found out that the base doesn't charge the tablet. WTF

 

[Jethrox]

I had a similar experience today when I called to ask questions about my new Apple TV

I followed the call In process on my first attempt, filled out the information on the website and got a call from their automated system. The system told me to press one to speak to an associate and when I tried my iPhone went back to the main screen and I was unable to access the keyboard on my phone temporarily when I did it was too late and the automated system had disconnected me. I didn't know if I could call back the automated system and pick up where I left off, so I just went back to the website and filled out all the request information again.

So my second attempt I got the automated system again was able to press one this time and spoke with an agent I wanted to describe the difficulties I had it my first a tab but the agent seemed unwilling to listen I finally insisted that the agent answer my questions and all I wanted to know was if I could call back the number that Apple had called me on and reach technical support The agent said I don't know, which is understandable, I asked if he could find out or speak to someone else. The agent been disconnected our phone call and I did not get an attempt for him to call me back as is common when people get disconnected. this just seems rude!

I called back a third time and spoke with an agent and this time he said he would pass this information onto his supervisor. I had him research the case number and I just had a blank form. This seems like incentive for customer service reps to disconnect a call if there's no tracking that they do this behavior.

Seems like Apple would want to know if people purchasing their products were getting disconnected .

 

[aloshka]

I had a similar experience today when I called to ask questions about my new Apple TV

I followed the call In process on my first attempt, filled out the information on the website and got a call from their automated system. The system told me to press one to speak to an associate and when I tried my iPhone went back to the main screen and I was unable to access the keyboard on my phone temporarily when I did it was too late and the automated system had disconnected me. I didn't know if I could call back the automated system and pick up where I left off, so I just went back to the website and filled out all the request information again.

So my second attempt I got the automated system again was able to press one this time and spoke with an agent I wanted to describe the difficulties I had it my first a tab but the agent seemed unwilling to listen I finally insisted that the agent answer my questions and all I wanted to know was if I could call back the number that Apple had called me on and reach technical support The agent said I don't know, which is understandable, I asked if he could find out or speak to someone else. The agent been disconnected our phone call and I did not get an attempt for him to call me back as is common when people get disconnected. this just seems rude!

I called back a third time and spoke with an agent and this time he said he would pass this information onto his supervisor. I had him research the case number and I just had a blank form. This seems like incentive for customer service reps to disconnect a call if there's no tracking that they do this behavior.

Seems like Apple would want to know if people purchasing their products were getting disconnected .

Ehh sorry. That seems worse than mine. I just had a major as0sh0le with an attitude, but I only needed information not necessarily something fixed.

Well, to be fair this thread assumed people would reply with them having issues, so I'm sure there is a lot of success stories. I guess i was just surprised as this is truly my first time I had a bad experience.

 

[Pakaku]

I think Apple is slowly losing it since the guy in charge is a bean-counter guy.

I wouldn't say they're losing it over a single isolated case with their phone-line, though.

 

[maflynn]

I'm more apt to say that it was an isolated incident. Apple has a great reputation for customer service and they continually work hard at keeping it that way.

As for the south stereotype, that's unnecessary and my interactions with people from the south have been the polar opposite. Quite courteous and polite. Either way, people's location has nothing to do with the incident at hand.

 

[robgendreau]

I'm more apt to say that it was an isolated incident. Apple has a great reputation for customer service and they continually work hard at keeping it that way.

As for the south stereotype, that's unnecessary and my interactions with people from the south have been the polar opposite. Quite courteous and polite. Either way, people's location has nothing to do with the incident at hand.

I doubt it's isolated. I called re an iPhone issue, trying to get to a local store, and got someone who was worthless, but kept trying to sell me stuff. I waited an hour and tried again, and got someone super helpful. So at least somebody is NOT trying hard to give good service.

 

[turbineseaplane]

I doubt it's isolated. I called re an iPhone issue, trying to get to a local store, and got someone who was worthless, but kept trying to sell me stuff. I waited an hour and tried again, and got someone super helpful. So at least somebody is NOT trying hard to give good service.

Not to mention, nearly every time I go to an Apple store I seem to know more about the details of the products than nearly everyone working there. Pathetic.

 

[maflynn]

I go to an Apple store I seem to know more about the details of the products than nearly everyone working there

That I noticed but then you have to remember for most of these people its just a retail job. You'll get the few people who love Apple products and it shows, but you also get a bunch who just want to be cool with their apple shirt.

 

[englishman]

Think this must be an unusual (always some bad Apples) case unless Apple have changed drastically, recently. I have used Apple service UK for about 10 years and have always had 110% service.

Now when is the new Mac Pro coming...

 

[Cheffy Dave]

Apple have now grown too big and are saddle with the same problems as MS were.
Its just that MS have now worked out how to deal with customers at scale and apple need to learn it..

5 years of mess to follow.

Oh PULEEZE!

 

[starzilla]

Not starting a flame war or anything, but I always had great experience with apple. And today I made the mistake of calling their "specialist" to see if they had a macbook pro that I wanted in stock.

The lady had a southern accent and man oh man, was she just rude beyond imagination. Talking to me like an idiot, explaining what a processor was. I waited about 10 minutes of her explanations because I could not interrupt her at all and all I asked was if they had a 2.8ghz i7 in stock at a local store. That was it. She explained she can't answer those questions and that if I knew what a processor was I wouldn't ask her if they had one that didn't exist. Their site shows a 2.8ghz i7 for the rMBP 15?? Ironically I called the local store but she said she didn't want to transfer me because they were too busy and I could only talk to her and no one else?

I've done that a ton of times and it was always a pleasure. Most of the time online said something would "ship to store" but calling the store they had it in stock which is why I do that sometimes.

But wtf?!?! I called back thinking it was just a bad rep and I got another rep... again Southern. Definitely different lady, but just as bad if not worse than the first one?

Just bad luck?

No your not crazy..had a two day affair trying to get a problems fixed,, took a hour to get a human..that automated system just plain don't work at all..then the apple sales person just didn't have a clue, and just trade me off to some one else and start all over again..will NEVER EVER call them or order online again..just not worth the headache

 

[AFEPPL]

Oh PULEEZE!

Yeah, its working real well right now.... Opps!

 

[Beachguy]

Perhaps were you not so hateful toward southerners it would have gone differently. Sounds like you have a chip on your shoulder.

 

[dark_knight177]

Perhaps were you not so hateful toward southerners it would have gone differently. Sounds like you have a chip on your shoulder.

Trust me I live in Atlanta and I know exactly what people in the south are like. Many are polite and smart people, but unfortunately most of them are illiterate and stupid. I can make that comparison because I have lived in both NYC and Atlanta for quite some time. It appears that there's a much higher chance of meeting some illiterate idiot in Atlanta than it is in NYC.

 

[zachlegomaniac]

I love Apple, but my experiences now with customer service and products land somewhere between subpar and good. Back in 2004 when I switched back to Apple from Microsoft (I used Apple computers as a kid as well) they were stellar.

One time, around 2010-11, I received 3 defective hard drives in a new iMac in a row (crazy, but true...and I think it lead to a recall), and was pretty damn upset. They gave me a fourth iMac that functioned great and kicked in a MacBook Pro for the huge headache. At the time I was receiving the defective computers I was seriously considering moving away from Apple products. When they gave me a "free" laptop it certainly changed my mind. Talk about customer service!

Lately I have had some crumby experiences, however. Nothing like multiple broken machines, but definitely not 2004. I don't mean to launch into some "good ol' days" routine, but my personal experiences have been nothing like they were a eleven years ago. Unfortunately, it's a Pepsi or Coke choice at this point, and I happen to prefer Coke. It used to be more like garbage water or wine. Oh, well. Things are cyclical.

Also, I'm a native Bostonian, but have had wonderful experiences with my neighbors in the southern parts of the U.S.

Just my two cents.

 

[Cartaphilus]

I've lived in the South for more than 30 years now and my experience is that fewer Southerners seem to be impolite than elsewhere, and that there are plenty of ambitious, intelligent and cultured Southerners. As far as Apple techs go, I've had the same spotty experience as other posters here. The level of training and experience is high for the senior techs and managers, but the rank and file, it seems to me, now includes a far higher percentage of insufficiently trained techs, especially among those supporting the less expensive devices like the AppleTV.

I have to wonder if some people who just assume that anyone with a drawl is stupid, lazy, or both could make a tech rep who thinks he's being patronized or disrespected find it impossible to resist giving in to his emotions and end up treating the customer inappropriately--or at least less graciously than his superiors would want him to.

 

[Mr. Buzzcut]

I've lived in the South. People are just more rude in general. Obviously a stereotype, but if I had to guess, at least people I dealt with which makes this my opinion, I'd say 1 out of 50 people will be nice, everyone else will act like they are annoyed with you before you even do anything.

Go to the south, rent a car, even that is a painful process. You'll have 3 clerks.. One will be filing her nails and the other will be just typing on the computer and one will be doing the work when you have 20 people waiting in line. Never had that anywhere else in the country.

For real?? As far as stereotypes go, southern folks in general are fairly laid back and friendly when compared to high strung northeasterners. And lack of competence in relation to geographical location is surely all in your head.