Comments on: Apple’s growth leading to bad customer service?

By: matthew

matthew — Mon, 19 Oct 2009 11:41:28 +0000

Without one word of exaggeration I have just now gotten off the phone after a solid 5 hours talking to various arms of apple tech support. This follows an hour and a half last friday night for the same issue. All this because my new iPhone does not sync. Added to this, the headphones supplied work only from one channel and although I bought the phone unlocked from an apple store; on their system it shows as being locked and bought from a third party supplier!!!??! The end result? I have to take both my laptop plus my iPhone to a store a long way away from me at a time that they they arrange, not me, which will lose me three hours of paid work, not including travel expense and parking fees. I own my own business and without my laptop and phone I earn no money. I am expected to leave both the laptop and iphone with the store for an undetermined amount of time. I am extremely frustrated and disappointed with Apple’s approach to dealing with my situation. This is the exact reason why I stopped using PC’s years ago. To me the once exemplary service and product quality is a thing of the past. Can anyone recommend a brand that offers the quality that apple once had? I am so freaking pissed!.

By: bryce

bryce — Sat, 26 Sep 2009 02:58:32 +0000

acutally 1 U.S. dollar = 1.0919999 Cad

By: bryce

bryce — Sat, 26 Sep 2009 02:53:36 +0000

Durr, Microsoft doesn’t make computers, I assume your talking about the support for windows? How would you know, you don’t have it…

By: Ed

Ed — Mon, 27 Jul 2009 14:30:41 +0000

I took my iPhone 2g with a smashed screen in for an out of warranty service – aka swap it for a refurb for a £139 (approx $200) fee. The phone I was given was a dud – it didn’t wake up when calls or texts were received. I took it back and got a replacement, which was a dud, because anyone who called me heard their voice loud and clear. They swapped it again for another dud – this time the bluetooth didn’t work. I took it back and asked for some form of compensation for having to return THREE dud phones, and I got some shrugged shoulders and a 10% discount card good for 3 months, which I can’t use, and can’t give to anyone else. . . Very disappointed with Apple, and can’t see me buying anything Apple anytime soon!

By: Brett Williams

Brett Williams — Sun, 08 Mar 2009 12:07:50 +0000

I bought a 3G iphone in South Africa last December but I live in Australia. Unfortunately I wasnt told that the warranty is country specific and not international. So now that my iphone has a massive software issue I cant get a replacement. How can a huge growth company known for thinking outside the box and quality be so incredibly narrowminded when it comes to warranty. What if youre a jetsetting business person? Totally ridiculous. Customer support at the “genius bar” told me they couldnt do anything. That was it. AU$1000 phone for nothing! Ill never buy Apple products again due to the bad service.

By: Dioris Germosen

Dioris Germosen — Sat, 24 Nov 2007 08:00:04 +0000

Hey you know what you should do to really improve the Ipod into something even more mobile and portible also comfortable is that you should make wireless head phones that sync to the Ipod and work on a frquency built into the Ipod wirelessly.

By: Adam

Adam — Sun, 11 Nov 2007 05:31:59 +0000

I bought a Macbook in May and have loved it. Several weeks ago something went wrong that nobody could figure out so they put a brand-spankin new hard drive in it. I let this guy piddle with it for a week and nothing, but I had it back within 3 days from an actual Apple center in Memphis.

Well, I’ve had the thing back a week and now my computer doesn’t even detect a hard drive.

While I can’t fault Apple in their turnaround for a product, I’m really wondering how worth my investment was if it’s crapped out twice within three weeks, less than six months after getting it.

By: Kugo

Kugo — Sat, 20 Oct 2007 12:17:29 +0000

Do you have any idea how repugnant you are?

By: Kugo

Kugo — Sat, 20 Oct 2007 12:16:00 +0000

Do you have any idea how repugnant you come across?

By: kev

kev — Fri, 19 Oct 2007 23:54:04 +0000

Ordered Ipod touch on 12th september stolen on route still waiting for a replacement.WORST COMPANY I HAVE EVER DEALT WITH

By: max

max — Mon, 15 Oct 2007 19:49:59 +0000

re: itech, “I hate to burst your bubble there, Arturo, but a big portion of Apple’s Tech Support is based in Canada, where the diversity would probably shock you.”

so? Diversity – oh no. Canadians buy our computers as well ya know.. hmmm- let me think – everyone in the world can buy a mac…. so maybe their tech support being diverse isn’t a bad thing – but funny – they have only gotten english speakers – wow – must have pressed 1 for english. Makes sense to me – I owned a dell a few years back for work – when I called support I never once got some one I could totally understand – but I never really cared about that – most of the time they solved my troubles – but apple support has always been faster for me.

By: iTech

iTech — Mon, 15 Oct 2007 02:16:56 +0000

RE:# Arturo – October 13th, 2007 at 9:59 am

“I recently switched my entire network to Apple and I have nothing but praise for Apple customer service. No other vendor has a free service like the Apple Geniuses. My daughter ran into some issues on her Mac Book Pro and the Mac Geniuses worked with her for 2 hours, showed her how to backup her files and re-install OS-X, for free! For the few times I have contacted AppleCare, the technicians have been US-based, english speaking……”

I hate to burst your bubble there, Arturo, but a big portion of Apple’s Tech Support is based in Canada, where the diversity would probably shock you.

By: Barry

Barry — Sun, 14 Oct 2007 15:49:21 +0000

I have to say I was impressed by Apple’s customer service that I encountered just last week. After buying a new iPod Nano (3rd gen), returning it due to the fact that is had a crooked screen, and then getting a second one with the same problem, I sent an email to Steve Jobs (friendly yet concerned note, waxing on about concerns over Apples quality lately). Never expecting a response, imagine my surprize when I received a phone call from executive support from apple. The gal was very helpful and I ended up with a perfect ipod with the minimal of fuss.

All this, for $150 unit– the cheapest nano they make.

By: James B

James B — Sun, 14 Oct 2007 07:56:43 +0000

Apple stores make me feel lonely.

By: Romi

Romi — Sun, 14 Oct 2007 06:20:59 +0000

“What? an article about microsoft being vulnerable to malware??”

No. It seems to be a comment on the expose of the RBN. Yes it’s the same old story but those Windows frigtards still don’t listen, do they? And besides: it’s about how bad things have become. A situation out of control. Try reading an article next time. It might clarify a few things. That’s why there are more letters and stuff BELOW the headline. ;)

By: Shari

Shari — Sun, 14 Oct 2007 04:22:54 +0000

The main problem is those high customer satisfaction ratings are in part due to blind allegiance. Apple customers are likely to rate Apple higher than Dell customers will rate Dell when the level of service may be exactly the same.

The question is how much it’s going to take to remove the infatuation users have and whether ratings are dropping due to disillusionment or an actual decrease in service.

By: Doppelganger

Doppelganger — Sun, 14 Oct 2007 00:58:20 +0000

Saying whether or not a company cares about their customers is a very difficult claim to make. In order to do so there are a lot of different things to consider.

It all depends upon the individual. Getting an employee geared up to actually *want* to care about a customer is a miracle in and of itself, and considering that Apple has the highest customer service rating in the computer industry, sometimes you just have to roll with the punches. It isn’t as simple as “punching in a serial number”. There are certain warranty conditions to be considered. If you actually took the time to read your warranty then you wouldn’t be so angry about the “lack of customer service”.

And for all of the people complaining about their $600 iPhones… STFU. Please. Do you think Microsoft would have given you back anything for it? Or ANY other company for that matter? Maybe it wasn’t the most strategic of all plans, but I know more than anyone on this board how pissed off early iPhone buyers were about the price drop. You can’t just expect the red carpet to roll out because you got shafted.

By: streather

streather — Sun, 14 Oct 2007 00:08:24 +0000

@JS

What? an article about microsoft being vulnerable to malware?? yeah, the internet is a bit deficit on articles about that 0.o

By: js

js — Sat, 13 Oct 2007 19:23:46 +0000

More MS waterboys carrying the water: Here’s an interesting read funny how this isn’t splashed all over the internet:

http://rixstep.com/1/1/20071014,00.shtml

By: JS

JS — Sat, 13 Oct 2007 19:22:37 +0000

More MS waterboys towing the line: Here’s an interesting read funny how this isn’t splashed all over the internet:

http://rixstep.com/1/1/20071014,00.shtml