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Apple Customer Service - Excellent!  
User currently offlineBMIFlyer From UK - England, joined Feb 2004, 8810 posts, RR: 58
Posted (3 years 10 months 2 days 10 hours ago) and read 3107 times:

Hi,

Well I had an interesting day today. I returned home from an outing at 5pm, plugged my iPhone 3GS into the PC to charge it up and nothing happened. I then opted to plug it into the electrical wall charger, and still nothing. I instantly thought, WTF?

So, I did a few resets on the phone, as per the handbook - first switching it off and back on, then after still getting nowhere I performed a reboot. Still I was left with a phone that wouldn't charge up - or even sync with the pc for that matter.

My only option now was to call my service provider and get some advice on the fault. All they could suggest aside from the usual "reset tricks" was to go to the nearest Apple shop and ask them for advice.

So, my service provider made me an appointment this evening (for 8pm) and off I went to the local Apple shop, to visit the guys at the "Genius Bar" (Tech Desk). On arrival I was served in under 10 minutes (it was packed in the store with shoppers), and my phone was taken away for an inspection.

The helpful bloke behind the counter plugged it into his laptop and verified that it wouldn't sync or charge then told me the only thing he could do was to swap it for a brand new handset of the same model, which I was kinda shocked about at first but he explained that as the phone was only 6 months into a 12 month warranty, he could simply swap it over for me.

Absolutely brilliant I thought. So sure enough, in less than 30 minutes after walking into the store, I walked out with a brand new handset. All I can say about this is, "wow" really.

Thank you 'Apple' - you made my day!



Merry Christmas!  


Sometimes You Can't Make It On Your Own
60 replies: All unread, showing first 25:
 
User currently offlineAeroflot777 From Russia, joined Mar 2004, 3011 posts, RR: 26
Reply 1, posted (3 years 10 months 2 days 10 hours ago) and read 3093 times:

Glad to hear this worked out. They are pretty good with replacing phones if they can reproduce the problem.

I just wish I didn't have to go to the Apple Store that often. I'm literally on my 3rd iPhone 4 handset since June.
It's pathetic.

Aeroflot777


User currently offlinecabso1 From Canada, joined May 2005, 502 posts, RR: 0
Reply 2, posted (3 years 10 months 2 days 10 hours ago) and read 3083 times:

The Genius at the Genius Bar replaced my macbook's battery for the 4th time in 4.5 years, and I've never even bought Applecare.

User currently offlineAirstud From United States of America, joined Nov 2000, 2685 posts, RR: 3
Reply 3, posted (3 years 10 months 2 days 9 hours ago) and read 3072 times:

Glad you had a positive experience with Apple - now please repay the favor by switching from PC to Mac!! 

I will be in the market for a new phone in the next few months and am definitely considering yon iPhone. A key problem is that I work in a data center, three floors below street level, and there is a Verizon repeater in the room but no cellular service on any other network. As someone who is enjoying going a bit further with software development, I'm also drawn to the Android platform for that reason.

I've been a Macintosh fan since the days of System 6, and a Microsoft hater for that reason and a hundred others, so through the years I would stick with Apple's product offerings even if only for the sake of solidarity. But the game has changed these days; with Apple having attained a higher market cap than Microsoft, they don't need anyone's help. That in turn has helped me become more objective in viewing Apple's offerings.

But by no means do I have the iPhone ruled out!! 

Merry Christmas   



Pancakes are delicious.
User currently offlineFly2HMO From , joined Dec 1969, posts, RR:
Reply 4, posted (3 years 10 months 2 days 9 hours ago) and read 3063 times:

I couldn't help but thinking of....



[Edited 2010-12-23 15:12:40]

User currently offlineOA260 From Ireland, joined Nov 2006, 27106 posts, RR: 60
Reply 5, posted (3 years 10 months 2 days 9 hours ago) and read 3047 times:

Quoting BMIFlyer (Thread starter):
Thank you 'Apple' - you made my day!

Thats really good and also all of my dealings with the Apple Store in Belfast have been great.

Quoting Aeroflot777 (Reply 1):
I'm literally on my 3rd iPhone 4 handset since June.

I still have mine which I got back in June , not even one problem with it .   


User currently offlinecerretaman From United States of America, joined Jul 2005, 75 posts, RR: 0
Reply 6, posted (3 years 10 months 2 days 3 hours ago) and read 2956 times:

Hmm..




u mad cause i'm stylin' on you?
User currently offlinealoges From Germany, joined Jan 2006, 8724 posts, RR: 43
Reply 7, posted (3 years 10 months 1 day 23 hours ago) and read 2917 times:

Woohoo, Mac vs. PC!   


Walk together, talk together all ye peoples of the earth. Then, and only then, shall ye have peace.
User currently offlineKen777 From United States of America, joined Mar 2004, 8322 posts, RR: 9
Reply 8, posted (3 years 10 months 1 day 22 hours ago) and read 2898 times:

Part of what you pay for with Apple is service. I used to get that level of service with Dell, but then they went super cheap.

Been with Apple ever since I had a week of misery with Dull Customer Support who never fixed my problem.


User currently offlineNQYGuy From , joined Dec 1969, posts, RR:
Reply 9, posted (3 years 10 months 1 day 22 hours ago) and read 2895 times:

I was expecting you to say "they swapped it over for an iPhone 4.", but seems you got a good deal anyway.  

User currently offlineBMIFlyer From UK - England, joined Feb 2004, 8810 posts, RR: 58
Reply 10, posted (3 years 10 months 1 day 18 hours ago) and read 2831 times:

Quoting NQYGuy (Reply 9):
I was expecting you to say "they swapped it over for an iPhone 4.", but seems you got a good deal anyway.

I wish 



Sometimes You Can't Make It On Your Own
User currently offlinehka098 From United States of America, joined Oct 2010, 556 posts, RR: 0
Reply 11, posted (3 years 10 months 1 day 17 hours ago) and read 2809 times:

I can only echo the positive sentiments toward my customer experience at the Apple Stores. This summer the piece of the logic board that controlled fan speed and regulation in my iMac failed. As a result, the fans spun up to their maximum and quickly failed, frying the inside electronics. I brought the unit in and two geniuses looked at it and reached the same conclusion. Apple Care covered the replacement. I went away, leaving the iMac with the store. A week later, I called asking how my machine was progressing only to find it was not finished. A manger had honestly told me that the machine's repairs had fallen through the cracks. This was the week that the iPhone 4 had launched. I understood but firmly told the manager that I had needed my Mac. My laptop that I was using was fine but very old (iBook G4). She offered to replace my iMac with a new model. The iMac I had brought in was a 24" model, they no longer produced that model, at that time. The manager hooked me up with a new 27" iMac. I was dumb-founded.

I had a concern over the Mac's hard drive. When I bring any machine in to service, I backup and wipe the disk as it contains proprietary company data. I was not able to do so in this case. She had the drive removed for me and gave it to me along with the new iMac. This is only one of a few stories I have like this from Apple. That is what keeps me coming back. Not to mention the Macs just work...


User currently offlineAirPacific747 From Denmark, joined May 2008, 2432 posts, RR: 24
Reply 12, posted (3 years 10 months 1 day 16 hours ago) and read 2805 times:

I had a good experience with Apple customer service as well. I bought a MacBook Pro back in September 2007, and in october 2008, the graphics card stopped working. I talked to Humac - a certified Mac dealer here in Denmark, and they changed the whole motherboard with graphics card in my computer for free, even though the 1 year warranty had run out, because they admitted that there was a general problem with the Nvidia graphics card installed in my computer.

User currently offlineczbbflier From Canada, joined Jul 2006, 976 posts, RR: 2
Reply 13, posted (3 years 10 months 1 day 4 hours ago) and read 2738 times:

Our experience with Apple has been unbelievable. A few months ago, we had a DVD stuck in the player. We made an appointment online to visit the genius bar that afternoon.

We dropped the computer off, expecting that it was going to cost me a pretty penny, my extended AppleCare was expired, after all. A quick look at our file, and the tech told us we still had 36 days left on the Applecare so it was going to be free.

When we learned that there was some time left, I mentioned that there was also a problem with the USB- it kept resetting from time to time, booting all my peripherals off. Also, when I used Excel, the screen would have the gridlines burned into the screen for a long time after.

"Leave it with us for a couple of days," we were told. Two days later, we had a new superdrive, a new motherboard (the USB module is not separable) AND a new LCD screen. $1,300 in repairs with just a few days left on AppleCare....

It gets better.

A few days later, we were back at the Genius Bar- the computer was having kernel panics and things were just not right. The logs showed that there were issues. So what did they do, with 1 day left on AppleCare?

They replaced my 24" iMac with a brand spanking new 27" iMac!

A week later, we were back yet again- this time the hard drive was defective. So we got ANOTHER BRAND NEW IMAC!!!!! No hardball conversations. It was just the 'right thing to do'!

Quoting NQYGuy (Reply 9):
I was expecting you to say "they swapped it over for an iPhone 4.", but seems you got a good deal anyway.

Funny you should mention this....

And understand too, that in Canada, iPhones sold at the Apple Store are the only ones that come unlocked.

My partner's iPhone 3GS battery overheated while he was talking on it and it mildly burned his face. We took it to the Apple Store. There, we were told that they would replace it with another 3GS. My partner pointed out that if this had happened in the United States, he'd probably be looking for much more than just a replacement phone.

So, while the store was selling out of iPhone 4s every day with people lining up at 4:00 in the morning to buy one for hundreds of dollars, my partner received, in part as compensation for burning his face, a brand spanking new iPhone 4!

Apple is going to have to screw up really badly several times before I even think of considering using anybody else for my computing needs.


User currently offlineTheRedBaron From Mexico, joined Mar 2005, 2255 posts, RR: 9
Reply 14, posted (3 years 10 months 1 day 1 hour ago) and read 2726 times:

In Mexico Apple also sells Unlocked Iphones, WOOOHOOOO!!!!

As a service center owner here, I can tell you that the level of service, parts avaliability and support is unmatched by any other company period.
We ask for parts, or support, or problems on behalf of the customer and Apple always goes for helping the customer, a lot of our clients are quite happy with their products to begin with, and when they fail the are surprised by the service.

After experiencing Dell support and also Microsoft Support, there is no comparison, the loyalty of Apple customers is legendary for this kind of experiences. Hence a lot people think we are just "fanboys".



The best seat in a Plane is the Jumpseat.
User currently offlineAeroflot777 From Russia, joined Mar 2004, 3011 posts, RR: 26
Reply 15, posted (3 years 10 months 23 hours ago) and read 2717 times:

Quoting czbbflier (Reply 13):

Apple is going to have to screw up really badly several times before I even think of considering using anybody else for my computing needs.

OK. So I'm a little torn on all of this. I have 3 Mac computers in my household and 2 iPhones - but by no means an I drinking Apple kool-aid. I work with PCs at work and don't really have any problems. My experiences with Apple have been fairly good so I can't complain. But I do find some things a bit worrisome:

Quoting czbbflier (Reply 13):
A few days later, we were back at the Genius Bar

I'm glad that you had an awesome experience the first time around at the Genius Bar. But your new computer had problems too? That kind of sucks.

Quoting czbbflier (Reply 13):
A week later, we were back yet again

Great, sucks even more.

Quoting czbbflier (Reply 13):

My partner's iPhone 3GS battery overheated while he was talking on it and it mildly burned his face

Um... something like that shouldn't be happening in the first place.


It's super comforting to hear that Apple is so easy going when it comes to replacing machines with new ones if you have complaints. And they have definitely done so in the past with me as well - as mentioned I've gone through a few iPhone 4s myself. What I don't find acceptable is the fact that people seem to perpetually need to return to the Genius Bar with problem after problem.

That's all.


User currently offlineKlaus From Germany, joined Jul 2001, 21485 posts, RR: 53
Reply 16, posted (3 years 10 months 20 hours ago) and read 2699 times:

Quoting Aeroflot777 (Reply 15):
It's super comforting to hear that Apple is so easy going when it comes to replacing machines with new ones if you have complaints. And they have definitely done so in the past with me as well - as mentioned I've gone through a few iPhone 4s myself. What I don't find acceptable is the fact that people seem to perpetually need to return to the Genius Bar with problem after problem.

It's statistically inevitable that multiple failures will happen occasionally. And it's psychologically understandable that the relatively few people who've had such multiple failures but were still satisfied by the manufacturer's service stand out.

I personally had just one relatively mild defect in over 15 years of using several Macs (depending on which ones I'd count, 4 or 5 machines in total) which was also resolved swiftly and painlessly. Not as spectacular from the customer service point of view, but I'm still satisfied.


User currently offlineracko From Germany, joined Nov 2001, 4857 posts, RR: 20
Reply 17, posted (3 years 10 months 16 hours ago) and read 2662 times:

Considering their prices they should've at least given you an additional full body massage.

Friend of mine recently purchased an iMac and it took me ages to convince her that the only reason why Apple charges over 1000€ for 16GB of RAM with a value of ~200€ is that they can.


User currently offlineShyFlyer From , joined Dec 1969, posts, RR:
Reply 18, posted (3 years 10 months 15 hours ago) and read 2649 times:

I too was impressed with their customer service when my iPod Touch tanked after the update from iOS4 to 4.1. I was in and out within 20 minutes and not once was I asked to provide proof of purchase or anything of the sort. I wasn't even charged.

I continue, though, to remain unimpressed with their product pricing.


User currently offlineKlaus From Germany, joined Jul 2001, 21485 posts, RR: 53
Reply 19, posted (3 years 10 months 15 hours ago) and read 2640 times:

Quoting ShyFlyer (Reply 18):
I too was impressed with their customer service when my iPod Touch tanked after the update from iOS4 to 4.1. I was in and out within 20 minutes and not once was I asked to provide proof of purchase or anything of the sort. I wasn't even charged.

I continue, though, to remain unimpressed with their product pricing.

Comprehensive development, good product quality and customer service all cost money.
Two sides of the same coin.

Cheap manufacturers simply couldn't provide the same quality level, even if they wanted to.


User currently offlineracko From Germany, joined Nov 2001, 4857 posts, RR: 20
Reply 20, posted (3 years 10 months 14 hours ago) and read 2624 times:

No. Their customers are willing to pay for it, that's why they're so expensive. You get the same kind of service with a 4GB RAM iMac as you get with a 16GB RAM iMac. Apple buys their RAM modules from the same manufacturers as anybody else.

User currently offlineShyFlyer From , joined Dec 1969, posts, RR:
Reply 21, posted (3 years 10 months 14 hours ago) and read 2621 times:

Quoting Klaus (Reply 19):
Comprehensive development, good product quality and customer service all cost money.

I'm aware of that. However, I have had very few issues (all software) with my Dell laptop which was considerably less expensive than a comparable Mac.

Perhaps if my Dell had been (or becomes) an absolute turd, the price premium for a Mac would seem justifiable to me. Currently, it is not.


User currently offlineKlaus From Germany, joined Jul 2001, 21485 posts, RR: 53
Reply 22, posted (3 years 10 months 14 hours ago) and read 2615 times:

Quoting racko (Reply 20):
No.

Excellent customer service doesn't cost any money? Sorry, but you'll have a hard time convincing anybody of that.

Quoting racko (Reply 20):
Their customers are willing to pay for it, that's why they're so expensive.

And now for homework I'll leave it to you to work out why the customers might be willing to pay these prices...

Hint: "They're all just stupid!" as you implied above is actually not a plausible answer. Real-world experiences and behaviours just don't support that hypothesis.

Quoting racko (Reply 20):
You get the same kind of service with a 4GB RAM iMac as you get with a 16GB RAM iMac.

Your point being?

Quoting racko (Reply 20):
Apple buys their RAM modules from the same manufacturers as anybody else.

Yeah. And...?

Apple usually has some extra markup on RAM expansion and they don't adapt their pricing to changing market conditions very often. In the case of the iMac 16GB expansion it's still the initial price from the introduction of the current product line when 4GB DIMMs were still seriously expensive. When I upgraded mine with (reputable) third-party RAM some time later, it still cost me a bit above €500; And market prices for these large DIMMs have been falling further since then, as expected.

Apple hasn't matched the price reduction yet, so the difference goes to net profits but also to customer service and, of course, added build-to-order costs and warranty provisioning.

I know that many people live under the delusion that manufacturers need to be starved out of margin all around and that that was somehow in the interest of every customer, but in real life all manufacturers have different margins on various main products and accessories.

In many cases the customer can evade at least some of the markup, but it also may not be worth the hassle in every case. Some people simply don't care much about a higher price when it simplifies things for them. Which is a valid road to take.

Whether (and if so: how) to spend some of the total revenue on customer satisfaction is one of the many things that separates wildly successful manufacturers from languishing or declining ones.


User currently offlinegingersnap From United Kingdom, joined Aug 2010, 893 posts, RR: 5
Reply 23, posted (3 years 10 months 14 hours ago) and read 2608 times:

Quoting Klaus (Reply 19):
Cheap manufacturers simply couldn't provide the same quality level, even if they wanted to.

Agreed. My iPhone has only gone on the brink once, and was replaced immediately (albeit with a £150 charge) as it was 2 weeks past the 12 month stage.
Although I know someone who is involved in some parts manufacturing in England for the iPhone. His words not mine, were "most of the components are cheap and aren't worth the price you pay".

But aside from that I've never had a problem, so I guess for me the 'cheap tat' works  

But apart from that, I prefer my PC desktop...but am considering a Macbook in the future.



Flown on: A306 A319/20/21 A332 B732/3/4/5/7/8 B742/4 B752 B762/3 B772/W C152 E195 F70/100 MD-82 Q400
User currently offlineKlaus From Germany, joined Jul 2001, 21485 posts, RR: 53
Reply 24, posted (3 years 10 months 14 hours ago) and read 2606 times:

Quoting ShyFlyer (Reply 21):
I'm aware of that. However, I have had very few issues (all software) with my Dell laptop which was considerably less expensive than a comparable Mac.

Except if you've got a high-grade business model from Dell, there is no comparable Mac. Apple doesn't compete with Dell's mainstream lines at all.

Quoting ShyFlyer (Reply 21):
Perhaps if my Dell had been (or becomes) an absolute turd, the price premium for a Mac would seem justifiable to me. Currently, it is not.

There are a few more graduations than just "absolute turd" and "excellent", and in general you get what you pay for.

You can be fully satisfied on pretty much any level – I'm not disputing that.
Differences still exist, however.


25 Klaus : That it contains resistors and other individually "cheap" parts is obvious. They just have no impact whatsoever on the price / value relation unless
26 racko : If you pay 1080€ for the same product that can be purchased for 200€ you are stupid. There's no other word for it. You can have it installed by s
27 Post contains links and images Fly2HMO : Case in point:
28 ShyFlyer : I don't, but thanks for your assessment. There still exists a price premium that I feel isn't currently justifiable. And there are Macs that would be
29 gingersnap : I honestly couldn't tell you. I guess he didn't want to jeopardise his position in case I opened my mouth to anyone within Apple. The only problem I'
30 hka098 : There is more to a Mac than hardware. I also disagree with the notion that Mac users are not computer savvy. Scientists, educators, and even IT profe
31 Klaus : It's always a matter of choice whether you're willing to pay more to get more even after your primary needs have already been met. And it's perfectly
32 hka098 : I think that is something many critics of the Mac fail to recognize. OS X, the reason I moved to the Mac, is designed to work specifically with that
33 racko : And how does any of that justify charging 400% the market value for a RAM upgrade? As I said, a professional won't fall into the trap, the trap is sp
34 ShyFlyer : Of course, and I have paid more to get more with other products/services in the past. However, I don't find paying more for a Mac is justifiable as I
35 hka098 : There is more than two steps. C'mon? I never claimed there was any justification. Apple customers don't have to buy the RAM upgrades through Apple. A
36 TheRedBaron : Another Macs Vs Windows thread ...Sigh. Apple sells the majority of music online in this planet, so they are doing something right. Apple has 70+ of t
37 cabso1 : Spend $700 on a computer and see it break in a couple of years. Spend $1000 on a Mac and never see it break for 5 years and counting. Overpriced? Not
38 Post contains images Fly2HMO : As an IT professional, you should know damn well that if you don't maintain your OS, I don't give a damn if it's Windows, Fedora, Symbian, OSX, etc e
39 racko : Do you realize that a) a Mac is a computer and b) posting this in a thread about a broken iPhone is a bit ridiculous? Windows had a Security problem
40 Post contains images hka098 : Disagree. Can't remember when I have had to load a driver for anything on a Mac. 10.4 - 10.6. Windows Vista was a disaster, to compare even XP to it
41 cabso1 : I'm not even going into software here. That's a whole new issue. FYI, trash OSX to hell, download from dodgy websites and it might break. Go into one
42 Post contains images Fly2HMO : Fair enough. However, I must say... If that was true then these very forums would come to a grinding halt because nobody's computers would work, don'
43 mirrodie : So based on that thought process, I suspect you'd never drive an Audi, Mercedes, Lamborghini or BMW and will only drive a Ford Focus? After all, its
44 racko : Well, I drive a BMW, but if my dealer tried to charge me 160€ for a pair of windscreen wipers I'd give him the finger. He doesn't. I don't have a pr
45 alwaysontherun : Amen..... That is subjective.....I changed to MAC 1,5 years ago--> loved every minute of it! A couple of features that I miss whenever I´m on a W
46 MrChips : So what you're saying is that you are happy that you got your phone fixed with no hassle while it was still under warranty? Any company worth doing b
47 Post contains images Fly2HMO : I don't have a problem against Apple itself. It's that smug sense of superiority and idiotic cult following from the fanboys that irritates me. I've
48 Klaus : Nobody around here obsesses about that kind of thing as intensely as you do. You're fighting your own shadows here.
49 hka098 : Bragging may not be necessary, look at the numbers.
50 elbandgeek : The "my X is beter than your X" arguments will never end. Each platform has strengths that fanboys will use as undeniable "proof" that their choice wa
51 Post contains images Fly2HMO : I know more than a few would disagree. You're well known for being the #1 apple fanboy around here. I don't go around furiously waving a Microsoft fl
52 mirrodie : AS would I yet I guarantee you will get those wipers cheaper elsewhere. And the same could be said of a mac, thus nullifying your point. You chose to
53 Acheron : Quite a silly comparison since when you look inside a Mac, you find the very same Intel CPU I can buy in any PC store, same RAM, same hard-drive, etc
54 czbbflier : It seems things have become quite personal of late in this thread so hopefully we can tone this down. I will start by agreeing completely with Aeroflo
55 hka098 : I also noticed you used the top of the line Mac Pro for the comparison. Try that with a Mac Mini or iMac. Apple has the MP3 player market sewn up. Th
56 TheRedBaron : I look at macs inside all day, and some high end Pcs, they may have the same electronic components, but quality wise they are day and night, the heat
57 racko : BMWs also don't get made in the same factories as KIAs, by the same miserable workers that are so suicidal that the employer actually had to install
58 mirrodie : Not silly at all. Take any BMW, a Honda and a Chevy. They all accomplish the same tasks with the same components and sell at different price points.
59 mt99 : Price is rarely issue #1 - maybe its #3 or #4. A $5 Walgreens T Shirt serves the exact same function as a $50 Polo T Shirt. If price and "value" was
60 mirrodie : Price and value are not the same. Therein lies your mistake. Regardless, I find it quite comical how one can draw such conclusions, deluding themselve
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