Apple service... - Page 2

JavaBrewer · JavaBrewer's Garage

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...

BlueSkyJaunte · 06-13-2011, 01:10 PM

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.

nostatic · nostatic's Garage

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...

Moses · 06-13-2011, 01:21 PM

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.

mossguy · 06-13-2011, 02:25 PM

Quote:

Originally Posted by island911

One time, I had a sweater from Nordstrom's, and it had a yarn come loose. . .

Yeah, tech, you are going to be called an Apple fanboy because you jump up and down repeatedly, with the same manufactured -Surprise!- that Apple dared to stand behind their product with some good customer service. (btw, how much APPL stock do you own?)

Anyway, there are plenty of other companies out there, which stand behind their product, yet they don't get the same "oh HEY I am SO Surprised, everybody..." that the Apple fanboys regurgitate time and time again.

iLand,

What is it about Apple service that bothers you SO much? Just curious.

cantdrv55 · 06-13-2011, 02:29 PM

I didn't know Apple provided that level of service. Truly amazing in this day and age.

azasadny · azasadny's Garage

I have had very substandard service at the Apple store in Novi, MI.

CROWSC · 06-13-2011, 02:57 PM

It looks to be unanimus, Dell sucks and Apple rules.
How do thier stocks compare, let me go take a look.

GH85Carrera · GH85Carrera's Garage

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.

island911 · 03:09 PM

I've had the same, quick buy experience every time too. They make buying super easy - as they should.

Quote:

Originally Posted by mossguy

iLand,

What is it about Apple service that bothers you SO much? Just curious.

I don't have an issue w/ Apple service. As I alluded to earlier, Apple service is expected to be (and likely is) higher than Dell, for many. It's just this over-selling of anything Apple that I find annoying. This pretending that Apple products /services are always the best BUY APPL that they could possibly be is a bit BUY APPL annoying. Plenty of people have had bad experiences with the "Geniuses" being quite a bit less that their billing.

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.

motion · 06-13-2011, 03:24 PM

Bad timing with your aapl eh? Maybe feeling left out because you didn't get in at $75?

stomachmonkey · 06-13-2011, 04:09 PM

Quote:

Bad timing with your aapl eh? Maybe feeling left out because you didn't get in at $75?

Or $150 even?

island911 · 06-13-2011, 04:37 PM

Quote:

Originally Posted by motion

Bad timing with your aapl eh? Maybe feeling left out because you didn't get in at $75?

Left out? You mean APPL isn't going to double in coming months?

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.

Moses · 06-13-2011, 05:01 PM

Quote:

Originally Posted by island911

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.

Didn't read that at all. Wish I owned some AAPL. I don't. Great company, though...

Typing this on my iPad. I guess I could have used my iPhone, my MacBook or my MacMini. My Dell is broken.

vash · vash's Garage

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.

widgeon13 · 06-14-2011, 08:10 AM

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.

widebody911 · widebody911's Garage

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?

motion · 06-14-2011, 09:29 AM

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.

BlueSkyJaunte · 06-14-2011, 09:32 AM

Quote:

Originally Posted by widebody911

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?

Honestly I can't stand Jobs and never could. He may be a brilliant marketer (and perhaps a talented slave driver) but his "reality distortion field" gives me agita. I view him more as a necessary evil.

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.

widgeon13 · 06-14-2011, 09:56 AM

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.