D3v1L80Y said:
So, Apple hasn't 'slipped' or 'lost their edge' with respect to customer service and consumer attention.
What has changed is people's perspective on just what "customer service" should be. People are much more demanding now and have much higher expectations as to what they should "get for their money"... so much to the point where some of those expectations are downright ludicrous, outrageous and simply illogical.
As I said before, I agree that if your system has to go in multiple times for repair, the company should simply replace the unit rather than continually repair the same machine... but expecting a replacement right off the bat is a little hasty and certainly not practical.
Sorry man but I have to disagree. I know, I know, agree to disagree... but... a few points.
1. I think Apple IS loosing its edge. I think however that its due to is rapid growth of size and market share. More laptops produced means more defects going out. I wont disagree with you that they still have really good customer service...thats a given.
But my main point is that (in the instance of the overheating macbooks) when the customer base's perception of a product, namely the macbooks and MBP's, are of a laptop, and you have to resort to weaseling your way out of it by saying its a NOTEbook... thats just wrong. The customer expectation is one of someone being able to use in.. in their lap. Its form and function, all part and parcel of it.
Telling someone who's CLEARLY educated and done their homework about how to apply thermal paste, telling them that what they think is well and fine, but Apple's way is correct, and **** what intel and amd say...
My point is that they ARE turning a corner, and their excuse is .. We're Apple and we're cool and hip, and yeah, we'll take care of you eventually but you should be grateful to even have something of ours. And its not just me saying this. Come on, we all read more than just this forum and we can all see examples of this starting to crop up.
Fine, so they replace ipods on the spot. Good for them. Honestly I think the ipod was a great idea and concept, but their physical execution, mainly the mateiriels they use, was flawed. It could have been WAY better. Honestly how hard would it have been to put a removable back on and then sell the replacement rechargeable batteries in store? Why replace the whole thing? All it would take is a quick 5 minutes of redesigning the case in auto cad to do that.
Anyways, my point was I still think apple has the best customer service hands down. Honestly...who would say dell was better? No one.
But I think when a company as a whole starts to use symantecs to get out of hot water and NOT take responsibility for their stuff, thats turning a corner and thats what apple's been doing. I just dont like it
I built a guy a computer last year. Gamer. Takes his FIC Icecube with him to gaming conventions and the like. Turns out that a bad batch of cases were made.. and the one I sold him was no exception. Now they're micro atx and have the PS and mobo all installed. When his mobo went belly up 6 months after I sold it to him, even though it wasn't my fault I needed to stand behind that product and I did.
I guess yeah, since I DO hold myself and my shop to higher standards that I expect the same from anyone else I deal with. I just figure if I can do it, and I'm the little guy, they sure can do it.