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91 Comments
- noahhoward, on 10/12/2007, -3/+23There is, schedule the 6pm appointment, go at 6 and stop thinking the world should stop for you.
- SgtBeavis, on 10/12/2007, -1/+19The actual Business week article:
http://www.businessweek.com/magazine/content/07_10/b4024009.htm
The actual list:
http://bwnt.businessweek.com/interactive_reports/customer_satisfaction/index.asp?chan=innovation_special+report+--+customer+service_customer+service - Fhionnlaoch, on 10/12/2007, -2/+17As long as you don't call it Charlene and bring it to bed with you.
- noahhoward, on 10/12/2007, -3/+15Windows isn't a company. And the list only goes to 25 anyway.
Also, Gmark, nice try with that. Apple tops the computer industry in service, that is something to be proud of. Personally, I don't really see how being beaten by another industry at a game you aren't involved in is an reason to be shamed. - threepio, on 10/12/2007, -0/+10Ah yes, the shady Apple Care.
2 days for a DVD drive I wrecked with a bad disc. 3 days to replace a hard drive that simply failed it's S.M.A.R.T. test. 2 days to replace the LCD panel that had a little weird spotting in the lower right hand corner. All in the second year of ownership.
Tell you what, you stick your fingers in your ears and chant "No, it's an extended warranty, it's BAD!" and I'll just continue feeling confident that my iMac is taken care of.
Hell - even the iPod mini that didn't have warranty on it had the battery replaced. When they shipped it back it was stolen in transit - I had a brand new iPod nano less than a week later. - nofxjunkee, on 10/12/2007, -2/+11"dell once led the industry in customer service... until they took over the market. if apply gains similar popularity, their customers will meet a similar fate."
What world of logic do you live in? - miniboss, on 10/12/2007, -2/+7"When you are dealing with the number of customers Apple has to, it becomes exponentially more difficult."
Its funny that when talking about Apple this rule applies. But when discussing the problems among a relatively small (compared to market share) percentage of Windows users then this fact is dismissed. - Pelapp, on 10/12/2007, -1/+6Stop it. An Apple vs. Nintendo debate, is gonna' make the average Diggers head explode!!
- noeljohnhoward, on 10/12/2007, -1/+6AppleCare is fantastic. My HD died a week ago, i called them up, no problems with phone op at all. next day DHL came to pick it up, in less than a week i got a package at my door, they over nighted my comp! it was awesome, hardly a burden at all. (cept for loosing all my data :/ )
- finezapa, on 10/12/2007, -7/+12apply = apple. apply's my pet name for my powerbook. sigh.
- macusernick, on 10/12/2007, -0/+5I totally agree with Nintendo getting number 1 spot... but your claims about Apple Care seem a little out of hand. I have had Apple Care for a long time and if anything has ever gone wrong with a piece of hardware, it has been fixed and returned extremely quickly. Two cases in point: Had to get a new motherboard for a Performa 5200 and the service guy actually came to my house and replaced it on the spot. The other time my hard drive went out on my Powerbook and I called Apple Care, talked to a very nice and knowledgeable guy who sent a box right out to me at school. I got it the next day, sent my laptop out and got it back exactly 6 days later. There are no service depots anywhere close to where I live, so I know it was in transit for a good portion of that time. I don't really know if you have had any actual personal experience with them, but that is mine, and it has been nothing but positive.
- inkswamp, on 10/12/2007, -0/+5As someone who has dealt with MS's "support", I can understand your enthusiasm.
- Raian, on 10/12/2007, -5/+9Nintendo deserves #1 in customer service- they replace defective products, treat you respectfully-- Apple deserves 18, perhaps even lower. They have their shady AppleCare program, they vehemently deny all problems-- then eventually get around to a non-public recall.
- mudlite, on 10/12/2007, -0/+4just as i clicked on this article my apple mighty mouse stopped scrolling. How ironic, i guess ill test the service first hand.
- JoeRandom, on 10/12/2007, -14/+18I would be. No 18 is alright considering the number of devices they have sold. How many customers does Lexus have to deal with? Probably not that many. When you are dealing with the number of customers Apple has to, it becomes exponentially more difficult.
I'm not a fanboy, I hate Apple, GNU/Linux FTW. - Quix, on 10/12/2007, -0/+4"dell once led the industry in customer service... until they took over the market. if apply gains similar popularity, their customers will meet a similar fate."
Wrong. Dell went down the drain because they made market share their priority, not quality or customer service. And to gain market share, you go for the bottom end of the market: $399 PCs. And to keep from losing your shirt selling $399 PCs, you offshore your customer support to India and cut customer support costs in any other way possible. As a result, your customers hate you.
Going after market share for market share sake alone = a fool's paradise. Dell has possibly ruined its brand name permanently. Apple will not fall into that trap. - vraa, on 10/12/2007, -2/+5Perhaps my experience is different, but I find that I can walk into our local Apple Store and talk to someone right on the spot at that very second.
I've only had to do this a few times because I think google is the best tech support source. :)
BTW - There is no shame in having Lexus have better customer service, if you knew anything about cars you'd understand why :) - Jeffler, on 10/12/2007, -2/+5Well, though I am a TOTAL apple fanboy, shouldn't this be about who's #1, not who's #18?
- finezapa, on 10/12/2007, -12/+15dell once led the industry in customer service... until they took over the market. if apply gains similar popularity, their customers will meet a similar fate.
- Torpov, on 10/12/2007, -2/+5I have to say that Apple has some of the nicest and most understanding staff that I've talked to. They've replaced 5 iPods for me (4 of which I didn't have to pay for, since the warranty expired and I didn't want to pay $200 through their website to get it repaired), and they send the repair boxes to me and back pretty quickly (it usually took under a week for the whole process). They'll go through everything with you on the phone first (which is a nice thing to do, other than saying "So, did you read the website and follow the instructions?"), and when all else fails, they start the repair request for you. Hell, I even love how the second time I sent it in, the guy said, "Well, we normally wouldn't do this, but..." but the next few times I talked to them, they were more than happy to send me the stuff.
Oh, and they were very understanding about how I basically stole 10 pairs of earbuds and a few remotes through the repair request site.
Not saying I love Apple, but their service is actually pretty damn good. - Usodarake, on 10/12/2007, -0/+3they were personal pictures
- Boondoggle, on 10/12/2007, -0/+3 by finezapa 9 hours ago
dell once led the industry in customer service... until they took over the market. if apply gains similar popularity, their customers will meet a similar fate.
--------------------------
You're missing something key in your analysis. Dell "took over" the market by cutting margins and selling crazy cheap computers. You cut margins by reducing costs. Support is a cost. Apple's business model is completely different from Dells. You can't make predictions like that.
edit: What Quix said. - Boondoggle, on 10/12/2007, -1/+4 by gmark13 21 hours ago
Lets see....Wegman foods trounced you along with Lexus.
I wouldn't be very proud.
---------------------------
Oh no? Where are Apple's competitors? NOT ON THE LIST. Dell, HP, Microsoft, Creative, Wal-Mart (music store)... ALL not even on the list. - Angostura, on 10/12/2007, -2/+5I had a new iMac delivered last week - the hard drive was a bit noisy - worked fine, but Macs are usually silent. I have a replacement coming tomorrow. No questions asked.
- superkendall, on 10/12/2007, -0/+3Is that argument going to be applied to everything Apple does?
"Macs will get viruses when they get more popular"
"Mac service ratings will drop when they get more popular"
Come on. At some point you have to realize, that Apple just might be actually doing a better job at being customer focused and building security into products. - Boondoggle, on 10/12/2007, -0/+2eh... I've had the exact opposite experience. You found a bad genius. Find another one.
- zang74, on 10/12/2007, -0/+2Any worse than continually spamming Apple stories with complete lies, FUD and attacks against Apple users, flag?
- inkswamp, on 10/12/2007, -1/+3Get those tinfoil iHats on folks. It's time for the vast Mac-wing conspiracy.
- undersky, on 10/12/2007, -0/+2My 1G Nano skipps songs repeatedly after 2 years of using, well out of warranty (which was 90 days), i called apple and they not only sent me a brand new video ipod, but also a macbook pro 15 inch and a coupon to exchange for a free iphone, over night.
not. - turpenine, on 10/12/2007, -3/+5I took in my ibook in cause I cracked the case, they didn't have the part in stock so they shipped it to the repair center then to my house overnight both ways, i took it in on Sunday, had it back Wednesday.
- noahhoward, on 10/12/2007, -0/+2@noreturn, you're not a customer. Therefore your experience doesn't go into the customer service departments rankings. They take great care of us though. Wish why mortgage wasn't with those ass backwards dicks at Suntrust.
- noahhoward, on 10/12/2007, -0/+2I'v enever once been instructed to take anything to the genius bar, I call the company, they send a box. I've never even talked to a 'genius'.
- alansky, on 10/12/2007, -2/+4I've been using Macs since they were first invented and wouldn't use anything else, BUT... Sometimes I want to strangle the arrogant little pricks who work the phones at Apple Tech Support. Sometimes they're nice. Sometimes they know what they're talking about. And sometimes...
The fact that Apple's customer service is the best doesn't say much for their competitors. - inactive, on 10/12/2007, -4/+6I wouldnt trust any list that ranks UPS highly, haha.
- noahhoward, on 10/12/2007, -1/+3Is it safe to assume these were your personal pictures or were they default images like wallpapers. That certainly seems odd.
- Quix, on 10/12/2007, -1/+3flag564 assumes (erroneously, as always) that we find the 18th position to be unfair and sub-par. Which is, of course, not true. (flag564 spreading untruthiness? No way!)
To the contrary, the 18th spot is pretty impressive when you consider the list includes companies across a broad list of industries.
BTW, I don't see your Uncle Ballmer's company anywhere on the list... :(
(Nor any other computer hardware or software company, but I hate to confuse you with facts. I know how easily confused you are.) - schneb, on 10/12/2007, -0/+1USAA is rated #1. I have USAA, and I agree. If I remember correct from the list, there is no other computer company from 1-17. That is pretty good news for Apple. However, I would rate customer service for iTunes or my local Apple Store FAR below 18.
- se1zure, on 10/12/2007, -0/+1Apple replaced my nano's screen (free of charge) that I bought for $10 because it was cracked. The warranty was out,a nd He inflicted hte damage, but they still replaced it.
I have had nothing but cruddy service from Nintendo (although, I have only experienced service with them once). My Wii's remotes sound was bad, and I couldn't figure out why. So I emailed the customer support explaining the problem, and instead of helping me, and despite the fact I told them I read the FAQ, the just replied with a link to the FAQ. I replied saying I read it, and nothing helped the sound. It took 2 more days, to get anotehr email linking to the FAQ, saying to try the steps listed. I replied yet again, saying I already did, then two days later I was told that the behavior i was experiencing with my wiimote was "Normal". The sound was horrid, fuzzy, and cheezy soudning. It is obvious the thing was defective, but they wouldn't even try to help me. I replied yet again, asking that they send me another controller, becuase this one obviously had problems. THey would not send me another one, becuase, "That type of malfuntion is normal, and to be expected in all electonical equipment, so thustly, it is not covered under your warranty"! Wow, I never knew to expect all speakers to have ***** sound.
Nintendo deserves far, far lower than 1... at least after my experience. - madpainter, on 10/12/2007, -1/+2I'm not sure I would rate it that high right now considering my brand new Macbook is dead for the next five days or so, waiting for memory chips to be shipped cross country, which I am told I will have to install or pay at an authorized center (that made me real happy while I stared at my sales slip invoice), and which despite a hardware error message indicating a memeory failure they still made me spend over 3-1/2 hours troubleshooting the software OS, trying to reinstall the OS, booting in safe mode, etc, etc, and I still don't think they believe me when I explained the constant crashes.
Apple "It crashes? The applications or the OS?"
Me "Both, mostly Firefox but sometimes the whole system crashes?"
Apple "Just Firefox, right"
Me "No the whole system"
Apple "Does a screen come up with different languages telling yoiu to restart?"
Me "Yeah"
Apple "Really?"
Not what I expected from Apple. - Raian, on 10/12/2007, -0/+1Essentially Apple is saying their products may or may not last past their warranty period- so give us more money so we'll fix them. If Apple was decent about it they would just offer an extended warranty at the time of need, rather than in advance. It's a small distinction-- but it's the difference between 18 and number 1. Either that, or they could start making solid products again.
- Boondoggle, on 10/12/2007, -2/+3It is pretty simple. haters like to say Apples are too expensive. But when you pay more, you get more. Service is just one of those little pieces that adds up to the extra value you're buying when you get an Apple.
- superkendall, on 10/12/2007, -0/+1If you really think people are not showing up, show up yourself and take the place of all the people that are not there.
However what you'll find is that lots of people are showing up. A number of them may well be iPod owners with this or that issue, so between them and the Mac owners there can easily be slots filled up for the day a day or so ahead.
I'd show up anyway and just hang out waiting to see if a spot opens, you could get lucky. - Quix, on 10/12/2007, -1/+2"which I am told I will have to install or pay at an authorized center"
It will take you 2 minutes to install the RAM yourself. If you take your time. - mrsteveman1, on 10/12/2007, -0/+1Threepio - "2 days for a DVD drive I wrecked with a bad disc. 3 days to replace a hard drive that simply failed it's S.M.A.R.T. test. 2 days to replace the LCD panel that had a little weird spotting in the lower right hand corner."
What exactly makes you think your extended warranty should cover stupid ***** like this? You're wasting Apple's money demanding they fix things that aren't even broken, I don't care how much you've paid them. No wonder the other people got bad support, they've been wasting money on idiots like you.
That sort of crap underscores why people have contempt for apple users, and people like you are making everyone else look like morons.
On another note, if I worked for apple, I would be fairly unmotivated with morons calling up every day for help finding pictures of grandma or changing the wallpaper. - diggerdong, on 10/12/2007, -0/+1Did you ever think about why this might be? AppleCare phone support is entirely dedicated to repairing *****. Apple STORES have to deal with EVERYONE. and that includes customers, repairs, and just people who want to know about their computer for FREE at the Genius Bar.
- undersky, on 10/12/2007, -1/+2OMG you got a temper issue or something? I was going to read your blog but after reading your reply to his fair question, I completely lost interest in whatever ***** you are going to write.
No wonder you hate apple and probably get fired by them and thus holding some grudges, don't you?
IT engineer or apple engineers, do they make a ***** difference? his point was that being an engineer of course you know far more than normal customers, thus those genius might not be so helpful to you.
don't be a dick just because you were a geek all your life thus lack the social skill to understand and get along with other people. make some friends and be more humble.
btw, i am going to sleep so you dont need to respond to me, cuz i won't read it. night. - noahhoward, on 10/12/2007, -0/+1You know you can call the company right, the stores aren't the only place to get support.
- Riluske, on 10/12/2007, -0/+1I wish that I had the same experience. I had an ibook and the bezel and shift key were broken. I brought it in over spring break, and then waited a week for the parts. When I went to pick it up before my flight, they still hadn't gotten the shift key or the bezel in, so I was stuck with it broken till the end of the year.
This was just one time. On my new macbook, the power cable melted, so I called them up and had a new one in a week. - erictheninja, on 10/12/2007, -1/+2I'm surprised they're not higher up. With Apple, it seems as though the support people have a decent amount of freedom in their decision making. If you treat them like crap, they're going to tell you to piss off. I've had some pretty ridiculous stuff happen to my Apple products, but never had a bad experience w/their phone people telling me they wouldn't/couldn't do something.
- inactive, on 10/12/2007, -0/+1I wasn't trying to ask for any preferred treatment. But when you try to get an appointment at 530 am and the only appointment is 6 pm, there is a problem. To me it says they need to add more genius and that too many people are signing up and not bothering to show up.
Also I knew it was going to be something they had to send the machine out to have repaired. I simply wanted to drop it off and leave. They need to have a quick drop off and they will call you later option. If I wanted an on the spot fix, then ya I would not would schedule and go. -
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