Apple's Great Customer Service
September 22, 2003 | 
15 Comments
I was reading this week’s New Thinking article by Gerry McGovern in which he talks about Web sites and customer service, and how to choose the correct wording for your site. He relates an experience he had with Dell’s “customer care” folks. A tidbit:
I bought an accessory for my Dell laptop that didn’t work. When I rang support they couldn’t wash their hands of me quickly enough. The sales rep who sold it to me wouldn’t return my calls or emails. I finally got onto Dell’s online support. I told them they had just lost a customer for life.
He goes on to talk about the poor service he received and I really feel for him. I’ve had so many bad experiences with various customer service folks over the years I felt compelled to tell you all about a really, really great on I had last week.
My iPod died. I’m not sure how, but it just stopped working. I called Apple and a very friendly woman sent me to a very easy to use Web site where I filled out a few very easy forms to set up service. A few days later a box arrived with simple instructions on what to do with my damaged iPod. That was last monday. I packaged up the iPod with the materials they gave me and dropped it into the Airborne express box that day.
I got a brand new iPod only two days later. It also came with an apology letter, an explanation of the problem and a 90 day extension of my warranty — which was almost up. I was so amazed at the speed and ease of this process my jaw hit the floor. I had expected to be heavily questioned about the nature of the breakdown, and not in my wildest dreams did I think I’d get it replaced that quickly.
Big props to Apple for giving me the best customer experience I’ve ever had. I a world where I’ve come to expect the worst from big business, Apple has not only given me hope, but gained a loyal customer for life. Yeah Apple!
Filed under: Macs and OSX
Comments
1. barry said:
That’s just great. I had the exact same thing happen to me, except Apple basically told me F off.
Posted on September 22, 2003 02:00 PM | #
2. Sasa said:
The reason for this is probably the prices of Apple products. They are usually more expensive, so they can factor in better customer support for their products. I think it’s as simle as that.
But even so, as Barry says, this might not always be the case.
Posted on September 22, 2003 02:30 PM | #
3. Seamus said:
Apple really should market its customer support. It may not be as cool looking, but it could work.
Posted on September 22, 2003 03:53 PM | #
4. huphtur said:
thats cool and all, that apple has solid customer service, but they should concentrate on making good and affordable hardware. yur the 3rd person this week (and its only monday!) that has a broken ipod. im glad i didnt buy one.
Posted on September 22, 2003 08:46 PM | #
5. Keith said:
I’ve got a Powerbook G4 and so far have had no problems whatsoever. I’ve had it just around 1 year and I’m completely happy I switched.
As far as the iPod goes, it was just fine until I took it to Vegas. I can’t be sure what happened, but it did get some pretty hard use in the 9-10 months I had it. It was strange that it just stopped working, but in general I have no doubts whatsoever about the quality of Apple’s products.
I’m 110% satisfied with everything I’ve bought from them and the great customer service is just bonus in my book. I can’t deny they are a bit more expensive, but hey, you get what you pay for.
Posted on September 22, 2003 10:28 PM | #
6. Suzanne said:
I’ve only had stellar support for the iBook and eMac that I have. Things that are portable will have heavier wear and tear, for sure. There have been reports of horrific instances of bad Apple support as well, but I haven’t had any. When I bought a used iBook, I called Apple to get an extended warranty. Even though the iBook was a month out of warranty, they allowed me to extend it (I had just had a baby and was understandably to them, a little disorganized). Even nicer, I had to send it for immediate repair and they were fast and on the ball and found problems I hadn’t noticed and replaced the problems without me requesting it.
Personally, I find the “cost of hardware” to be a misnomer – it’s better quality and lasts longer. Comparable materials for a different brand of computer would cost similar or more. You can’t compare Apple hardware to low end 3rd party parts.
Posted on September 24, 2003 01:55 PM | #
7. Garrett said:
On Friday I purchased a refurb iPod 10gb. I’m not happy with the condition of the unit. There are lots of scratches on the back panel. See pic below.
http://www.nafzinger.com/images/back.jpg
After charging the it, I discover the battery to be DOA, also the belt clip on the black case is broken. I’ve tried everything recommended on the Apple Support site. Called Apple today, they say I have to wait for the order to show up in their system before they can proceed with an exchange. I had to fax them two copies of the invoice from the Apple Online store, they said to call back in 2-3 days. I’m not too cheery right now.
Posted on October 2, 2003 01:43 PM | #
8. Dissatisfied said:
Apple has great customer service…but too bad for Florida residents that cannot take advantage of it…because Apple does not want to put forth the effort to get licensed and insured here, Florida residents are the only residents in the US who cannnot take advantage of the extended warranty, and considering their limited return policy, I think Apple needs to step it up a notch.
Posted on January 27, 2004 07:56 PM | #
9. syd said:
how do i tranfer my wma windows media audio files to mp3 itunes for my ipod? i called custumer service and they could tell me nothing. anyone help please?
Posted on February 23, 2004 01:47 AM | #
10. mike mcgowan said:
i’ve hooked up my new ipod to my CPU to transfer songs, but i don’t know if anything’s being transfered. the ipod screen says do not disconnect. I went to eject it safely (as per instructions) but the Ipod is not a choice in the Source listings. I don’t know what to do safely so as not to do any damage,r lose anything. I need assistance in what to do. Does anyone know what to do and could assist me? or how abour contct information for Apple ipod tech help. It seems to be nowhere to be found on the web site?? Thanks, Please respond- mmcgowan3@nyc.rr.com
Posted on May 22, 2004 08:31 AM | #
11. Justin said:
Unlike some of you, I can’t say my experience with apple has been very positive. They have shipped me items that I cancelled weeks before, they have some very poor customer service personnel and their policies are a bit too extreme. When I called about the cancelled item all I got was “Sorry, it was in our system that you cancelled too.” Trying to return it even after they admitted fault was difficult as well.
You would expect a more expensive product to offer some incentive or reason to shop at their stores and web site. 10 days for returns and no way to differentiate between electronic equipment and what is basically systems furniture, is a poor way to deal with customers who spend a lot of money on their products.
When I called to see about a return for an unused bracket for a projector, it was beyond the 10 day return limit. They suggested I try E-bay. I’m sorry but that is unacceptable customer service. Even if they can’t take it back, E-bay is not an acceptable answer. I’ve had better service at a used car dealership!
I love my IBook but I have to admit, when it comes to customer service Apple is the worst. You never tell a customer “Too bad that’s our ‘policy’.” Studies have shown that’s the worst thing you can say. I’ve worked retail, and using “policy” as an excuse was the ultimate faux pas.
Posted on May 24, 2004 05:58 PM | #
12. ChriS said:
I love Apple’s support. I broke my ear buds several times, (Including Remote once). I requested a repair, and they sent me a new set THE NEXT DAY (it arrived not even 24hrs later!).
Great Job, Apple.
Posted on April 4, 2005 10:30 PM | #
13. Matthew Jones said:
Can I PLEASE have some of the crack that some of you must be smoking? Apple’s customer support is downright awful. My iPod died, just like yours… Only Apple told me that I voided my warrenty because I had apparently abused my iPod. Now, I USED my iPod, but I didn’t ABUSE it. They claim that I have huge dents in it and that the case is seperating. I have done NOTHING to damage this thing. This is just their way of getting out of fixing it.
Don’t let their BS fool you… Apple’s support is pure crap.
Posted on April 8, 2005 01:02 PM | #
14. Jasmin said:
In my experience, Apple has been the worst customer-service wise. It depends a lot on the Apple store, though. The one in LA, anyway, is beyond bad (with the exception of a single assistant manager named Colin). (and in all fairness, I did receive excellent customer service at the SF store once, and the Boca Raton store in FL)
Here’s just my most recent story, involving the myopic Hollywood store…
The power supply of my ibook, much to my surprise, began smoking one day due to an electrical short. I’ve never seen a piece of computer hardware on fire before, so this really surprised me! It actually cased a little mini-fire.
Being a good person who’s not apt to taking companies to court for potentially deadly situations… I simply returned the power supply to the local store. After an almost 2 hour wait to be seen at the ‘genius bar’, this “genius” saw some red dye left by a new red pillow I often use the computer on, and refused to do an exchange.
APPLE’S PART SET ON FIRE AND THEY REFUSE TO EXCHANGE THE PART DUE TO SOME DYE FROM A LOVELY PILLOW!
This is with 1 month left on my 1 year warranty, and a freshly purchased $250 “AppleCare” BS plan.
This is not just irresponsible and reprehensible, but from a business perspective, perhaps the stupidest thing you could ever do on earth.
This creates MASSIVE liability. I know, I’m employed. My employer would NEVER let me do that
The basic policy should be:
Something sets on fire, we exchange it!
Shouldn’t matter if it’s 5 $300 G5s - exchange ‘em with a smile on your face, and do so with a smile… glad you didn’t have your ass hauled to court for millions in damages!
Apple just looks for any and every possible way to get out of their obligations. They’re going to land themselves in court someday, and have to dole out some pretty huge punitive damages for their anti-customer attitude. At some stores, and with some of the over the phone reps, Apple truly as a
CUSTOMER ATTACK DEPARTMENT
Conclusion: F*CK ‘EM! I love their designs, but I truly hate this company AS A COMPANY.
Sadly, this is just one of several examples over the years. Any company that repeatedly FORCES me and others to take legal action to get them do what they’re supposed to do, is beyond redemption.
I honestly get better customer service ANYWHERE else… even after buying $3 worth of nothing special at a drugstore. Ridiculous!
If people didn’t have problems left and right with having ipods serviced, I’d almost swear that Apple’s ulterior motive with their poor customer service was to put their low profit computer division to bed. Their policy this, excuse that, attack the customer crap is certainly a way to guarantee they have no future in ANY business.
Posted on May 24, 2005 11:13 AM | #
15. Anne said:
I wish I had checked out the many websites that talk about how horrible Apple’s customer service is BEFORE I ordered something. There is no way to find out anything from them. The customer “service” reps repeat their script no matter how you word the question. They refuse to look into any matter, claiming that they have registered your complaint and it will be looked into within “72 business hours”. They will not tell you how many business hours are in a day, and they will not tell you how many more business hours it will take to resolve the problem once the initial 72 business hours had elapsed.(mine problem was that Fed Ex lost the package - FedEX shows it on their website and they admitted it on the phone).
Any company that ships via UPS or FedEx can instantly see whether or not the package arrived at the customer’s house. Any company other than Apple will send out a replacement product immediately, with profuse apologies. They will resolve the matter with the shipping company and not make the customer wait for their package.
The only explanation for a company of that size to have such terrible customer service is that they don’t care. Their advertising will bring in more customers and to hell with the ones who think they suck.
Posted on June 6, 2005 09:43 AM | #
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