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IMO Apple service/store is the gold standard...as long as you buy the extended warranty. Or perhaps the UTC mall store is run by cranky geniuses...
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I've had some pretty bad experiences at the "Genius Bar". Those were a few years ago. Back then it was more of a "Dipsheet Desk" than a "Genius Bar".
I've recently had some very good experiences. Like my MacBook suffering from a bulging battery, a flaky mouse button, and cracking edges on the top of the case. Brought it in, and it was repaired (replaced--brand new kbd/case top/mouse AND battery) while I waited. Took about 7 minutes. |
Walk into a store (with an appointment made online) and get something fixed or sit on the phone and talk to Bangalore for support? Feh...about the same...
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A few months ago my daughter somehow messed up the keyboard on my out of warranty Macbook. They replaced the keyboard free of charge. I love Apple products. I love Apple service.
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What is it about Apple service that bothers you SO much? Just curious. |
I didn't know Apple provided that level of service. Truly amazing in this day and age.
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I have had very substandard service at the Apple store in Novi, MI.
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It looks to be unanimus, Dell sucks and Apple rules.
How do thier stocks compare, let me go take a look. |
Apple service...
I have only been in the Apple store once and that was just to kill time while my wife was buying clothes at a nearby store. You would think they were pumping laughing gas in the place or some other addictive drug.
A buddy said he went in there two days before Christmas and of course it was a zoo. He was there to get an Apple TV as a present. He was on a mission and had a clear goal. He expected a horrible experience. He walked in and the place was packed with people. He made eye contact with an employee that came over and asked if he could help. "yep I want a Apple tv" and the employee grabbed one off of the shelf, asked if it was cash or charge. He handed him a debit card, it was swiped using an attachment on the employees iPhone. He was asked for his email so the receipt could be emailed. He walked out and before he went 10 feet his email arrived. Total time in the store was 4 minutes. |
I've had the same, quick buy experience every time too. They make buying super easy - as they should.
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I mean, Apple is fine, and makes a plenty of nice product, but c'mon, the giddy fan-boyness is rather obtuse for this village iconoclast.;) Example; I've had some great customer-care/product support from Dell (among others) --you know, where I don't have to drive to a mall and wait in line at (or make an appnt for) a "genius bar" waiting for a "Genius" in a t-shirt to tell me "yeah, that -is- broken." Rather, just pick up the phone, talk to "Sharri" in Inda, and Bang, a replacement part is at my door the next morning. I didn't have to Prove to them that the HD died, or a rubber foot came off. ...But I don't start a thread about it -that would be ghey. --Yes, ghey like this thread. |
Bad timing with your aapl eh? Maybe feeling left out because you didn't get in at $75?
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Maybe you haven't heard about the Geniuses... ;) Seriously, the 'buy APPL" has been the not so subtle sub text in these threads. People have to take the gains before they lose them. |
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Typing this on my iPad. I guess I could have used my iPhone, my MacBook or my MacMini. My Dell is broken. |
i tried to hug the last APPLE genius that helped me.
he said he was going to charge me for a new keyboard on my VERY OUT of warranty computer. i go to pick it up, and he said, "ah, forget it" i burped apple flavor kool aide while walking out the door. |
There is something to be said for "good service" buying long term loyalty. We have three apple laptops, two iphones and an ipod and I'm thinking of getting a new ipad just for good measure.
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Putting the Steve Jobs fanboi man-crushes aside for a minute, how is it that Apple can provide such great service, but the service the "others" provide falls just shy of aggravated assault?
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Because they charge a premium for their products, and have the industry's highest net profit margins. Follows that they can afford to offer something extra.
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I think the whole "good CS" policy is a calculated method of differentiating Apple from its competitors and maintaining customer loyalty. Good CS isn't fa$hionable these days, which makes Apple the "hip" choice for its target audience. |
If you are familiar with LL Bean, they built a business on customer service as well as competitive pricing. If you buy something from Bean and it doesn't work or you don't like it or it doesn't fit, send it back and you will get a full refund or replaced for what you want. I have NEVER been dissatisfied when dealing with LL Bean. Never!
Around NY, metro area and CT, Stew Leonard's is another example of excellent customer service and building loyalty. It's a formula that works about 95% of the time if the company is willing to make the investment. As for Apple, I don't mind paying a premium for a product that works well from day one and has excellent customer service. I used to have Dell computers and spent endless hours on the phone talking to some yahoo in India named Peter (who I couldn't understand) and didn't give a shlt about me. Going to an Apple store is a treat. |
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