Jul 3, 2008
Contradictory customer service styles at different Apple stores. Which is better business?
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Method #1: Prove you’re right.
According to our specifications, nothing’s wrong.
Method #2: Win my love.
Yes, that’s annoying. We’ll replace it.
* * * * *
Ooh, ooh, I know!
#2.
that is the odd thing about apple. sometimes, you feel like they’re the best thing in the world, and that they do anything for the customer. sometimes, you just feel like you’ve gotta take it.
By the way, Rob H, if you read this, you may be happy to know that method #2 came from your store.
i agree with david. i’ve had great and terrible experience with apple. now i just buy parts from china because my ibook is so old.
I see that life is a little less complicated for you Apple people–us PC people spend hours just figuring out who to contact. One of 8 billion companies that make stuff for PCs…and it’s always the other company’s fault.
Maybe I’ll convert someday.
#1 is for people whose machines are out of warenty.
Aka… me.
Tony, it sounds like you’re already a convert in spirit.
genius.
I have had similar experiences with Apple. I hate to say it, but at least for Apple Stores, sometimes it does pay to ask Dad when Mom says, “No.”
LOL, Abraham. I was about to say something like, “Boy, I wish I could comment on this one,” but you’ve answered my question. Thanks for the nod. :o)
I converted yesterday.
Art,
We rejoice with you. Welcome home.
I was born a pc guy and lived under that delusion until last year when my heart was strangely warmed and I realized that I was predestined to be a mac man. Since then I have been discipled at the Genius Bar in One-to-One setting each week. I come with questions and they walk me through all the implications of my new worldview. It’s really a novel concept.
Maybe I’m misunderstanding, but if nothing’s wrong, why shouldn’t they prove it?
2 great examples yesterday from my father-in-law:
1. slushy machine for the camp he works for is broken. customer service said, “Well, it worked before we sent it to you. What did you do to it?” End of call.
2. he had an issue with his mac. Called Mac customer service, and they willingly helped him solve the issue.
We bought a Mac and had no end of trouble (I know, that’s not supposed to be possible). It was frustrating, but after several trips to the local Apple store and several efforts by technicians to fix the problems (for free), they sent me a brand new and improved machine. The new one works like a charm, and I am, despite the issues, a loyal customer.
number two is definitely wonderful, but it’s probably also PART (just a small part) of the reason why macs are more expensive. yes, it’s a better product … but you get what you pay for, right?
don’t worry, i’m a mac-lover at heart. i just don’t have enough money to buy one at the moment (at least not without financing).
If the specifications don’t match up with the consumer’s expectations, something needs adjusting.