So I bought a MacBook Pro about 2 months ago (my first Apple), lots of updates and 3 years of Apple Care - the whole deal. The other night the hard drive crashed. Tech support tried to help but said they couldn't do anything over the phone...they said I'd have to take it into a store...they didn't mention the mailing option. So I drive an hour and a half to the nearest Apple store so that they can mail it in for me. Anyway, long story short...I'm surprised to learn that Apple's tech support and customer service is not very good.
From what I understand after several phone conversations with Apple, is that their best solution for hardware problems is to send me labels, have me mail in the computer, fix the computer, then mail it back to me. Minimum 3-4 days, most likely longer. With Dell, I can get same-day on-site service and a loaner while they fix my computer. This is huge for me! I use my laptop all day every day and simply cannot afford to be without it for 3-4 days in the event that something goes wrong.
Apple said that is the best they can do. My response was that if I am going to keep my Apple, knowing that if anything goes wrong I'll be without my computer for a minimum of 3-4 days, and considering that I can get such great support from Dell, is there anything Apple can do to make my life easier in case something like this happens again.
They gave me a $150 credit. I gave them $3500 for one of their best products and their "world-class" care. Am I being unrealistic to say that this is not good customer service? My problem isn't money...if it was I wouldn't have spent that much...I don't want money back. I want to be reassured that Apple can make any technical difficulties easier to solve than if I buy a Dell.
If they can't give me the same level of service, then shouldn't they make life extrememly easy on me in the event that my computer crashes. Wouldn't it be "world class" customer service to say: "Wow, I can't believe the computer we sold you did that, I'm so sorry. It must be extremely hard for you to be without your computer for days while we work on it. You have made an investment in us and we want to invest in you by giving you a free refurbished iMac. We hope this exposure to another one of our products will reassure you that we have the best computers out there and just in case something happens to your laptop again at least you'll have a computer at home that you can work on." What would a refurbished iMac cost Apple? I think a generous estimate is $500. By giving a disgruntled customer free products (as opposed to cash) they expose me to more of what they offer, they also make my life easier, and every day I come home and look at that computer and think that Apple really does try to make things better. In 3 years when it's time to buy a new laptop...I buy Apple, in three years when it's time to replace that free iMac...I buy Apple, when my law firm needs new computers...I buy Apple. I'm going to be buying new computers every 3 years for at least the next 20 years - that's a lot of money. And a simple $500 investment keeps me an Apple customer. Unrealistic? Maybe it is. Apple sure seems to think so. The manager I talked to said $150 is the most they are allowed to do...I find that hard to believe.
I like the Apple much better than the Dell, I'd like to keep the Apple and never buy another Dell...but can someone please help me justify it?!
From what I understand after several phone conversations with Apple, is that their best solution for hardware problems is to send me labels, have me mail in the computer, fix the computer, then mail it back to me. Minimum 3-4 days, most likely longer. With Dell, I can get same-day on-site service and a loaner while they fix my computer. This is huge for me! I use my laptop all day every day and simply cannot afford to be without it for 3-4 days in the event that something goes wrong.
Apple said that is the best they can do. My response was that if I am going to keep my Apple, knowing that if anything goes wrong I'll be without my computer for a minimum of 3-4 days, and considering that I can get such great support from Dell, is there anything Apple can do to make my life easier in case something like this happens again.
They gave me a $150 credit. I gave them $3500 for one of their best products and their "world-class" care. Am I being unrealistic to say that this is not good customer service? My problem isn't money...if it was I wouldn't have spent that much...I don't want money back. I want to be reassured that Apple can make any technical difficulties easier to solve than if I buy a Dell.
If they can't give me the same level of service, then shouldn't they make life extrememly easy on me in the event that my computer crashes. Wouldn't it be "world class" customer service to say: "Wow, I can't believe the computer we sold you did that, I'm so sorry. It must be extremely hard for you to be without your computer for days while we work on it. You have made an investment in us and we want to invest in you by giving you a free refurbished iMac. We hope this exposure to another one of our products will reassure you that we have the best computers out there and just in case something happens to your laptop again at least you'll have a computer at home that you can work on." What would a refurbished iMac cost Apple? I think a generous estimate is $500. By giving a disgruntled customer free products (as opposed to cash) they expose me to more of what they offer, they also make my life easier, and every day I come home and look at that computer and think that Apple really does try to make things better. In 3 years when it's time to buy a new laptop...I buy Apple, in three years when it's time to replace that free iMac...I buy Apple, when my law firm needs new computers...I buy Apple. I'm going to be buying new computers every 3 years for at least the next 20 years - that's a lot of money. And a simple $500 investment keeps me an Apple customer. Unrealistic? Maybe it is. Apple sure seems to think so. The manager I talked to said $150 is the most they are allowed to do...I find that hard to believe.
I like the Apple much better than the Dell, I'd like to keep the Apple and never buy another Dell...but can someone please help me justify it?!