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All posts tagged "customer service"


Wednesday, November 3, 2010

Personal Shopping Ends at Apple Retail Stores, Sort Of...

Posted by Jeff Campbell in "Apple News" @ 02:00 AM

http://www.ifoapplestore.com/db/201...vice-in-stores/

"As part of the expected rush of holiday shoppers, and a change in philosophy on serving customers, Apple has quietly ended its free Personal Shopping service that provided appointment-based product demonstrations and selection assistance."

I never had the chance to use this service, or saw the need in my circumstances, but I can see the need for new Mac owners. So even though this particular service is gone, they are still providing personal service. The philosophy at the retail stores changed a bit, so that now they don't believe there is a need for the one-on-one by appointment, because every customer deserves to have the personal service. Now all customers will get as much personal attention as they need to get the information they want, with no obligation to buy. I like the new philosophy, what are your thoughts?


Thursday, February 25, 2010

Apple Earns #3 in Customer Service

Posted by Jeff Campbell in "Apple News" @ 11:00 AM

http://www.tuaw.com/2010/02/22/appl...service-survey/

"Apple has nailed down the number three spot on BusinessWeek's fourth annual customer service awards, falling in right behind LL Bean and insurance company USAA, and way above companies like Amazon and Dell. The awards were based on survey results from a few different places, and Apple scored an A+ in both Quality of Staff and Efficiency of Service thanks to its Genius Bars and helpful Specialists inside Apple Stores."

You can see the list here, and it shows that Apple has improved almost 10% from the 2009 ranking. For LL Bean they improved almost 11% from 2009 and USAA improved about 1.5%. 


Thursday, January 14, 2010

Experts Coming to Apple Stores

Posted by Jeff Campbell in "Apple News" @ 10:00 AM

http://www.appleinsider.com/article...thin_weeks.html

"Apple's retail "experts" -- a new position that will serve as a roaming counterpart to existing "geniuses" at brick-and-mortar locations -- are expected to debut in stores in a matter of weeks, people familiar with the matter have told AppleInsider."

This position was initially only available to current employees but it appears they are opening it up to the general public. They expect to have experts in place in about two weeks, and will be out mingling with customers instead of being behind the counter at the Genius Bar. I'm not sure about you, but I welcome this change so that I don't have to wait in line to get general questions answered. Although the employees I've dealt with on the floor in my experience have been pretty knowledgeable, they still only go so far before having me make a Genius Bar appointment. I'm hoping the Expert will be able to bridge the gap.


Tuesday, August 11, 2009

Laptop Magazine Gives Apple an A

Posted by Jeff Campbell in "Apple News" @ 12:00 PM

http://news.cnet.com/8301-13579_3-1...subj=News-Apple

"If a top-notch customer support program is high on your list of features when buying a new computer, you should be looking at a Mac, according to a new ranking."

For 2009, Laptop Magazine awarded Apple an overall score of "A" for both phone and Web support. According to the magazine, "Apple has consistently offered some of the best Web and phone support of any computer vendor, and this year was no different," the magazine said in evaluating Apple. "Its Web site is brimming with well-ordered FAQs, query-based search, and PDF manuals, the latter of which quickly answered our external monitor question." This follows the same rating for 2007 and 2008 when it rated the tech support aspect. In comparison, ASUS received a B-, HP a C- and Sony a B+. Not bad Apple.


Friday, June 26, 2009

Customer Service: It Isn't Hard And Apple Does It Best

Posted by Vincent Ferrari in "Apple Talk" @ 09:00 AM

http://ca.sys-con.com/node/1016492

"Apple beat Dell and HP in satisfaction with phone-based technical support, according to a study conducted by Vocal Laboratories Inc. (Vocalabs). In interviews conducted with 1,147 consumers immediately following a support call, 58% of Apple customers reported they were "Very Satisfied" with the call, compared to 46% of Dell customers and 43% of HP customers."

It's no mystery that Apple is very good at customer service. In fact, it's become de rigeur to see a study released that puts them at the top. I wasn't even going to post about their customer service again until I saw a post in the forums from user Dyvim who relates two excellent stories of Apple going above and beyond to make he and his wife happy.

I'm starting to wonder if the true story isn't so much that Apple goes so far to make its customers happy, but rather the question of why aren't PC makers as willing to do the same? I've dealt with HP and Dell support enough to know that if you don't have some leverage to threaten them into action, they won't bother with you.

Why is that?


Tuesday, April 28, 2009

MobileMe Support Now 24/7

Posted by Jeff Campbell in "Apple Software (OS X)" @ 08:00 AM

http://www.macworld.com/article/140...75589:b24150810

"Apple is taking support for its MobileMe online service to the next level. The company announced on Monday a new chat service for MobileMe members. The MobileMe live chat support will be available 24 hours a day, seven days a week for English speaking customers. The real-time support is for "customers that encounter an issue while using MobileMe and would like to address it immediately," according to Apple's Web page."

I have to admit I hate not being able to talk to a live person when I need help, having to wait for either a call back or an email. This is a welcome change.


Thursday, November 20, 2008

Apple Customer Service Tops PC Makers

Posted by Vincent Ferrari in "Apple Talk" @ 08:00 AM

http://vocalabs.com/sqtrack/

"Are you a PC or a Mac? If you're enjoying great customer service, chances are you're a Mac, based on some new data released by VocaLabs. They're one of those companies whose job it is to ask you at the end of your call with customer service how things went, and their survey results show that when asked how satisfied they were with their agent, 60% answered "very satisfied." Dell customers? Only 44%. Gateway followed with 37%. Not enough info is yet available on Toshiba and HP to be statistically significant."

In the end, this is nothing most of us here don't already know. My experiences with Apple Support have been very good over the years. Lita's story comes as a big surprise to PC users but not so much to us Mac users. I won't go too far into the results, but I can totally understand Toshiba being at the bottom of the food chain. I've never had a good experience with them in any way. And Gateway is a close second as far as my worst ever, so I tend to think this chart is pretty accurate. Anyone find these out of whack in any way?


Saturday, November 15, 2008

Apple Customer Service Drives Switching - Part III

Posted by Lita Kaufman in "Apple Talk" @ 12:00 PM

It was a quiet morning at the office, so I was able to call Apple at 9:00 am. I spoke with a very nice and sympathetic CSR. After listening to my tale of woe, he immediately escalated my case to a Product Specialist, Jeff. I repeated the story, which annoyed me a bit, since I was on hold for about 10 minutes while Steve was supposedly telling this guy everything that I told him. In retrospect, I think he wanted to make sure I was not elaborating on the details, since the easiest way to catch someone in a lie is to make them repeat a story. Read more...


Friday, November 14, 2008

Apple Customer Service Drives Switching - Part II

Posted by Lita Kaufman in "Apple Talk" @ 10:00 AM

This is part two of a three-part series. Part one can be found here.

Firstly, I always stress that Apple isn't perfect - even today, Apple has some productions problems. But it's how Apple deals with those problems that differentiates it from the commodity manufacturers, such as Dell, Acer and Lenovo. I've also been lucky - in 22 years of Mac ownership, I've had only a handful of problems, and nothing even close to catastrophic, until I purchased a refurbished 17" MacBook Pro last June. Read more...


Thursday, November 13, 2008

Apple Customer Service Drives Switching - Part I

Posted by Lita Kaufman in "Apple Talk" @ 12:00 PM

When Windows users tell me that they are looking at buying a new computer, I invariably ask them if they've considered buying a Macintosh. Sometimes I get a verbal punch in the face (which happens less and less these days), sometimes I am asked why I would want to spend three times as much for a computer that can do only half as much as a Windows PC, and sometimes I am asked what makes a Mac so much better than a Windows PC. Read more...


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