Things You Should Know About Applecare

thedood · Oct 22, 2007

I've replied to, and noticed posts regarding Applecare, so I thought I would offer up the following.

If you have Applecare and ever need to use it, the following tips will go a long way to get what you want or need done to your ailing Mac.

First, and foremost, keep cool when talking to a Apple phone support person or a Genius at the Apple Store Genius Bar. You want to remain cool. A negative attitude will get you no where. I promise. The Applecare rep knows your upset but you will acheive better results by keeping cool. This goes for both phone support and even more so at the Genius Bar.

They know how much you paid for that Mac. Don't make a issue of it. What they want to hear is how much you love and need your Mac. Afterall, that is why you are seeking help with whatever issue you''re facing. Don't let them think you are a jerk. Complaining about how much that Mac cost and why it isn't working properly will only make you look like a jerk to them. The last thing you want to tell them is that your previous Dell didn't have this issue. They don't want to hear this. And you won't want to hear their reply. Trust me.

Dealing with Applecare phone support and a Genius in the store should be handled differently. With phone support, these people are limited to the amount of help they can provide. If after all the tests, your Mac still isn't working properly, they should offer to switch you to a support specialist. If not, ask them if a specialist may be able to offer more help. Yes there are times when new models with have issues where Apple has no answer for you. This can be frustrating. But in that case, you will have to stay up on what is happening and or being said about these issues at the Apple.com support website. Remember, the Applecare support rep who first took your call can only do so much. S/he cannot offer anything but prescribed remedies set by Apple. Only Consumer Specialist's can do things like replace your Mac.

When dealing with the Genius Bar, you must be patient and keep your cool when it's finally your turn. Maintain a positive attitude and answer their questions to the best of your ability. Don't ramble on when the tech is trying to figure out what's wrong with your Mac. The key here is to speak when spoken to, and listen to what they tell you. Let the Tech do his or her thing. They don't need you nagging or rambling on while they are trying to analize the situation. And the worst thing you can do is be the smarter geek. Remember, you came to them - so check your Geek ego at the door. And make sure you understand that the Genius behind the Genius Bar in the Apple Store has the final say in solutions. It is their conclusion wether Apple will, or will not provide warranty repairs. They are the last person you want to become irate with.

If they tell you something you don't like or wanted to hear, keep cool and rationalize with them. If it's going to take 5 days to ship it out for repair and get it back to you, accept it, You have no choice. Well you do, but the other choice is walking out the store with a still broken Mac. Let them know this is killing you, and you need your beloved Mac. In a friendly yet concerned manner, tell them your lost (or screwed) without your Mac. If you don't pressure them, they will most likely put a rush on your repair.

Use common sense. Treat them the way you would expect to be treated if you were in their shoes and you will get the most out of Applecare. Sure there are times when things may not go your way, but if you remain cool, the odds are in your favor for some sort of agreement or conclusion.

I don't care how many stories you've heard or experiences you've had, there is a reason why you or someone had a bad experience. I can counter many times over why other's have had not just positive experiences but amazing ones too. And my tips or suggestions here generally played a major factor in why these people had great experiences with Applecare.

Disclaimer -- I've never worked for Apple. I do hang out with a couple of Genius' from time to time.

goobimama · Oct 22, 2007

Nice info. I wish we had a genius bar in this far out land...

Zoolook · Oct 22, 2007

I have mixed feelings about this post. On the one hand, you're saying, 'just be a decent human being with the Genius guys', which is fair enough. On the other hand, you're saying that we, the customer, should be the patient rational honest one, in the face of some complete BS'er telling us, with a straight face, that 'no one else has had a problem with a flickering screen', you must have abused your laptop.

All retail interactions are loaded, but it astounds me that the old 'the customer is always right' saying seems completely absent in retail stores specializing in computers. Apple stores are no different.

I cringe on occasion, listening to an Apple Store rep attempting 'explaining' things to customers, like one when I bought my iPOD (last time I was in their store) trying to tell a 70-something year old woman, who wanted to eMail her grand children, why she needed 4 gigs of RAM in the new iMac she was about to purchase. It just makes me wonder what garbage I am going to be told, if I ask a question I genuinely don't know the answer to.

Sure, leave your ego and your anger at the door, or even better at home, but also let the genius or store assistant know you're not an idiot as well. Respect always works both ways - sometimes Apple store employees appear more concern about how cool they seem, rather than actually helping you get your problem resolved.

technologist · Oct 22, 2007

Zoolook said:
I have mixed feelings about this post. On the one hand, you're saying, 'just be a decent human being with the Genius guys', which is fair enough. On the other hand, you're saying that we, the customer, should be the patient rational honest one, in the face of some complete BS'er telling us, with a straight face, that 'no one else has had a problem with a flickering screen', you must have abused your laptop.

You know what? They may have a point. Just because two owners, or ten, or a thousand, on the same discussion board have a similar problem, does not mean that there is a single root cause. Not when you're dealing in the hundreds-of-thousands of units that Apple deals in.

All retail interactions are loaded, but it astounds me that the old 'the customer is always right' saying seems completely absent in retail stores specializing in computers. Apple stores are no different.

Click to expand...

Probably true, but the customer is not always right. Most of the time, they're probably wrong. Pretending otherwise is a great way to earn points with the public, but it's not always possible.

I cringe on occasion, listening to an Apple Store rep attempting 'explaining' things to customers, like one when I bought my iPOD (last time I was in their store) trying to tell a 70-something year old woman, who wanted to eMail her grand children, why she needed 4 gigs of RAM in the new iMac she was about to purchase. It just makes me wonder what garbage I am going to be told, if I ask a question I genuinely don't know the answer to.

Click to expand...

The cluelessness of some salespeople never ceases to amaze me. (There is no reason to oversell at an Apple store; the salespeople make the same hourly wage whether you buy a loaded Mac Pro or a base-model Mac mini or a FireWire cable.)

mac747 · Oct 22, 2007

technologist said:
You know what? They may have a point. Just because two owners, or ten, or a thousand, on the same discussion board have a similar problem, does not mean that there is a single root cause. Not when you're dealing in the hundreds-of-thousands of units that Apple deals in.

Probably true, but the customer is not always right. Most of the time, they're probably wrong. Pretending otherwise is a great way to earn points with the public, but it's not always possible.

The cluelessness of some salespeople never ceases to amaze me. (There is no reason to oversell at an Apple store; the salespeople make the same hourly wage whether you buy a loaded Mac Pro or a base-model Mac mini or a FireWire cable.)

Click to expand...

They used to be.

T

Zoolook · Oct 22, 2007

technologist said:
You know what? They may have a point. Just because two owners, or ten, or a thousand, on the same discussion board have a similar problem, does not mean that there is a single root cause. Not when you're dealing in the hundreds-of-thousands of units that Apple deals in.

That's not the point, the point is that the genius should not make the assumption that the customer has abused the machine, especially when there is circumstantial evidence pointing to a wider congenital issue.

Probably true, but the customer is not always right. Most of the time, they're probably wrong. Pretending otherwise is a great way to earn points with the public, but it's not always possible.

Again, not really the point. Who cares if they're right or wrong, the issue is about how Apple views and treat s its customers. Sometimes, Apple sales guys act like its customers should be grateful just to actually own Apple gear.

I'm not sure why you chose to pick up this as a dispute - the point of the OP was to establish that Apple Genius staff will respond better if they're given a bit of respect. My counter is simply that this respect could work both ways, and if I just spent $4000 on Apple gear, I think the gesture should be made on their side first. Hardly an unreasonable wish now, is it?

technologist · Oct 22, 2007

Zoolook said:
That's not the point, the point is that the genius should not make the assumption that the customer has abused the machine, especially when there is circumstantial evidence pointing to a wider congenital issue.

That is a safe assumption to make. It's one that I usually make whenever the situation is appropriate, because it's usually true. People are hard on computers...the evidence for this is not circumstantial at all. Occam's razor.

I'm not sure why you chose to pick up this as a dispute - the point of the OP was to establish that Apple Genius staff will respond better if they're given a bit of respect. My counter is simply that this respect could work both ways, and if I just spent $4000 on Apple gear, I think the gesture should be made on their side first. Hardly an unreasonable wish now, is it?

If you go into the store with the assumption that the people working there are a bunch of arrogant, ignorant people who're out to blame the customer for everything, then you're not treating them with respect.

amrk47 · Oct 22, 2007

in my experience
if u have a problem
call applecare
those geniuses are not geniuses

sprite · Oct 23, 2007

In my experience of computer sales/support, the problem with 'the customer is always right' is that people can be quite forceful, arrogant and rude even if they are wrong because they think they are right.

A customer should be treated like they are right, of course, but the customer should also treat the person on the other side of the counter with some semblance of respect.

That's the trouble with computers, though. Anyone and everyone thinks that if they use one for five minutes, or built a couple of machines in the past few years (not applicable to Macs ofc :>), they somehow qualify as an 'expert'. We still have professionals in the field for a reason.

verdejt · Oct 23, 2007

As I work in customer in a customer service organization I agree 100% with dacameraman. I work in an industry that my customers always want something for free, but rarely admit when it's their fault. Fortunately for me not many people know more or seem to know more about my products. As the "Expert" I don't like dealing with people who think they know more than me about my machines. Because like a MAC they really don't. I deal with irate people every day and believe me if they would only step back and put themselves in my place I don't think they would act that way. Yes to a point the customer is always right but there is a point when they are wrong. I find nothing wrong with letting your support person know your level of knowledge as long as it is put out there as a way of letting them know that they can start at a certain level rather than at a newbie level. Definitely leave the ego elsewhere is has no place in the whole problem solving equation. Let the support guys do their jobs and try to treat them as you would want to be treated if you were on the other side of equation. For the record I work in banking support industry. We manufacture and support all products from ATMs to Locks, VATs and just about everything that has to do with banking. So as you can see I deal with lots of people on a given day.
This is just my 2 cents worth.

ki99 · Oct 23, 2007

the OP is a really good post and i think anyone who is about to call up for assistance, not just with applecare, but anything really, should read this.

raptorkid700 · Oct 23, 2007

i must agree about someone having a problem that noone else has had. my computer fell about 1 foot and the plastic surunding the screen poped off. the guy was actually ready to tell me they need to send it in. i was pretty upset cause all it needed was new tabs. so, he just took it off of one that they were sending out. good move, apple man

Reel1 · Oct 23, 2007

Zoolook said:
That's not the point, the point is that the genius should not make the assumption that the customer has abused the machine, especially when there is circumstantial evidence pointing to a wider congenital issue.

Again, not really the point. Who cares if they're right or wrong, the issue is about how Apple views and treat s its customers. Sometimes, Apple sales guys act like its customers should be grateful just to actually own Apple gear.

I'm not sure why you chose to pick up this as a dispute - the point of the OP was to establish that Apple Genius staff will respond better if they're given a bit of respect. My counter is simply that this respect could work both ways, and if I just spent $4000 on Apple gear, I think the gesture should be made on their side first. Hardly an unreasonable wish now, is it?

I am not about to speak for anyone else here but the bottom line is this. The Customer maynot always be right....But the Customer is the Customer!!!

PapaNoHair · Oct 23, 2007

You know in reading this, and other threads on this subject I get the impression that Applecare might not be that great. I would love to see a poll started to see what the experience of our 15,000 members have had with it. is it really a problem.......or is it just a few occurrences that have tainted the waters?

D3v1L80Y · Oct 23, 2007

PapaNoHair said:
is it really a problem.......or is it just a few occurrences that have tainted the waters?

It is the latter.

Zoolook · Oct 23, 2007

technologist said:
That is a safe assumption to make. It's one that I usually make whenever the situation is appropriate, because it's usually true. People are hard on computers...the evidence for this is not circumstantial at all. Occam's razor.

Flickering screens (since this was my example) being a congenital issue was the part that I suggested had circumstantial evidence in support, not the 'fact' that people are hard on their gear. Assumptions are never 'right', and even if they were, a Genius should treat each case with objectivity.

Incidentally Ockham's Razor has nothing to do with making assumptions based on circumstantial evidence either.

If you go into the store with the assumption that the people working there are a bunch of arrogant, ignorant people who're out to blame the customer for everything, then you're not treating them with respect.

Did I say that?

Zoolook · Oct 23, 2007

Reel1 said:
I am not about to speak for anyone else here but the bottom line is this. The Customer maynot always be right....But the Customer is the Customer!!!

Well that is the point after all...

D3v1L80Y · Oct 23, 2007

Zoolook said:
Assumptions are never 'right', if even if they were, a Genius should treat each case with objectivity.

I totally agree. Assumptions are never a good thing.

On the other hand, with respect to software/hardware failure and or damage and the troubleshooting thereof, only a finite set of cause and effect scenarios could have led to the end result. Having worked in a support field for years in the past, I can attest to the fact that it doesn't take long for a seasoned tech to become familiar with each of these situations. More importantly, a seasoned tech will know not only what cause and effect would bring a certain outcome... but he will know what would NOT bring that outcome. In other words (and quite frankly), he will know when the person asking for his assistance is telling him a cock and bull story or not, no matter how 'convincing' the person is trying to appear.

Still, the customer should be allowed to speak and should be listened to by the associate on duty. Once the customer has been given fair and ample time to explain, the associate can then diagnose the situation. The tech should never give an answer until he has heard the customer out. Only then should the tech formulate a solution.