Comments on: Apple customer service http://esgetology.com/2009/10/25/apple-customer-service/ Waiting for the Parousia Thu, 11 Mar 2010 05:55:14 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Joy Pullmann http://esgetology.com/2009/10/25/apple-customer-service/comment-page-1/#comment-1835 Joy Pullmann Mon, 26 Oct 2009 16:54:06 +0000 http://esgetology.com/?p=1223#comment-1835 Nathaniel and I were discussing that very thing yesterday. I've had four laptops in five years (and only one dying a natural death) and got so sick of the carnage I ordered AppleCare with my most recent. Totally worth the extra money, especially after the wonderful GeniusBar guy pepped me up with jokes during a 7-hour attempt at rescuing my old computer's harddrive... Nathaniel and I were discussing that very thing yesterday. I've had four laptops in five years (and only one dying a natural death) and got so sick of the carnage I ordered AppleCare with my most recent. Totally worth the extra money, especially after the wonderful GeniusBar guy pepped me up with jokes during a 7-hour attempt at rescuing my old computer's harddrive…

]]> By: Glen Piper http://esgetology.com/2009/10/25/apple-customer-service/comment-page-1/#comment-1834 Glen Piper Mon, 26 Oct 2009 03:26:33 +0000 http://esgetology.com/?p=1223#comment-1834 First, that's been happening a *lot* with Time Capsules - it seems to be an all-to-common thing, this dying right at the 18 month mark. I gotta think that they'll figure it out... Second, I've been pleased myself with AppleCare recently, as they've been great in handling some problems with my iPhone. 9 months old and the iPhone just died. AppleCare rep talked me through the normal stuff (working in IT, I have a low tolerance for crappy support attitude & processes...), listened to me, and then set up my appt at the nearest Apple Store. There, they swapped it out for a new ("refurb" - looked like new & could've been new...) iPhone. Less than a week later, the new phone developed a dead pixel. One call to AppleCare & a visit to the Apple Store later, they swapped out the screen/display for a new one. Color me *very* impressed with Apple's customer support processes... First, that's been happening a *lot* with Time Capsules – it seems to be an all-to-common thing, this dying right at the 18 month mark. I gotta think that they'll figure it out…

Second, I've been pleased myself with AppleCare recently, as they've been great in handling some problems with my iPhone. 9 months old and the iPhone just died. AppleCare rep talked me through the normal stuff (working in IT, I have a low tolerance for crappy support attitude & processes…), listened to me, and then set up my appt at the nearest Apple Store. There, they swapped it out for a new ("refurb" – looked like new & could've been new…) iPhone. Less than a week later, the new phone developed a dead pixel. One call to AppleCare & a visit to the Apple Store later, they swapped out the screen/display for a new one. Color me *very* impressed with Apple's customer support processes…

]]> By: Stan Lemon http://esgetology.com/2009/10/25/apple-customer-service/comment-page-1/#comment-1833 Stan Lemon Mon, 26 Oct 2009 02:36:42 +0000 http://esgetology.com/?p=1223#comment-1833 Apple Care used to stink, royally. They've really improved. I just had my laptop serviced and had a wonderful experience. Their call facility is in Dallas, the last time I called while the rep was waiting for the computer to process and order we talked about the Cowboys and Romo. They're good folk, and generally pretty helpful. Three years ago I would not have said this though. ;) I had a nightmare experience back then. Apple Care used to stink, royally. They've really improved. I just had my laptop serviced and had a wonderful experience. Their call facility is in Dallas, the last time I called while the rep was waiting for the computer to process and order we talked about the Cowboys and Romo. They're good folk, and generally pretty helpful. Three years ago I would not have said this though. ;) I had a nightmare experience back then.

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