Apple Having Support Problems?
Over the past month or so, there appears to have been an uptick in user dissatisfaction with Apple's handling of support incidents. While overall satisfaction is extremely hard to gauge due to the fact that typically only disgruntled users notify sites of issues and the uptick could also simply represent Apple's increased marketshare, it does come amongst reports of Apple firing its online forum moderator staff and an Indian support center that was shut down as quickly as it was opened. Similarly, many people felt that Apple was ill-prepared for yesterday's 1.8 million battery recall, as Apple's support site was quickly overloaded with requests and there was a lot of confusion as to what batteries were affected.
This all could, of course be coincidental. Of note, Apple has consistently been a market leader in surveys on customer support.
This all could, of course be coincidental. Of note, Apple has consistently been a market leader in surveys on customer support.
Top Rated Comments
(View all)
71 months ago
dotMac support is horrible! There have been a ton of problems with their email service being labeled as a spam source lately. They aren't fixing the problem and there is no way of contacting support besides some worthless email form that only gets you canned responses in reply. They have no phone support either.
So, for a $100 a year service you get a blacklisted email address and no support. Yay for Apple!
So, for a $100 a year service you get a blacklisted email address and no support. Yay for Apple!
71 months ago
I tried to type in my battery serial number only to have it say it was invalid even though I fell with in the given range of serial numbers. So I called Apple and after waiting on hold for about 20min they said I WAS VALID! So I dont know whats going on, but if you seem to be having the same problem you should DEFINITELY call them and double check your battery serial number.
71 months ago
well, i've been on the phone with apple 13 times in the past month. other than very long hold times, which is unusual, my issues have been completely resolved each time to my complete satistaction. i don't know if people are upset at the 15+ minute hold times, but i think apple is still doing what they do best.
71 months ago
I suspect a large amount of the issues are stemming from the problems with the Intel Macs and people are probably calling more about these problems. I could be wrong.
But yesterday did suck. That site went down in an instant. But then again, the Apple recall got a whole lot more news coverage than the Dell recall.
But yesterday did suck. That site went down in an instant. But then again, the Apple recall got a whole lot more news coverage than the Dell recall.
71 months ago
I have had no luck today getting two batteries replaced. I enter their serial numbers and it tells me they are not valid serials, even though they fall within the range. When I call the support number and hit 5, i just get a busy tone and it hangs up on me.
71 months ago
Well I wasn't to happy with them yesterday because I got hung up on 5 times. The answering system must have been having problems. I'm on the phone right now with them, waiting..., so that I can get the Nike+ iPod kit replaced. To bad they didn't have more support staff to answer calls...
Nuc
Nuc
71 months ago
I had the same problem with their battery recall site. My PB s/n was valid but it said my battery was not.
I tried calling the apple support number provided but every time I pressed '5' to talk to someone about the battery issue, I would get disconnected.
Eventually I reached tech support (after a 30 minute wait, I assume because others were having the same problem as me and also calling tech support) and the analyst said the database of valid batteries was not yet complete and they were telling everyone to check back today (I have not checked yet).
What bothered me, of course, is why couldn't they post this information on the battery support page? Or put it on the message when you call apple support? Instead the message over the phone simply pointed users back to the website, which of course wasn't working, and thus I spent almost an hour wasting my time on something that apple knew wasn't working yet.
I mean sure, this entire incident wasn't the worst thing in the world, but it certainly doesn't raise my confidence in apple support or customer satisfaction.
I tried calling the apple support number provided but every time I pressed '5' to talk to someone about the battery issue, I would get disconnected.
Eventually I reached tech support (after a 30 minute wait, I assume because others were having the same problem as me and also calling tech support) and the analyst said the database of valid batteries was not yet complete and they were telling everyone to check back today (I have not checked yet).
What bothered me, of course, is why couldn't they post this information on the battery support page? Or put it on the message when you call apple support? Instead the message over the phone simply pointed users back to the website, which of course wasn't working, and thus I spent almost an hour wasting my time on something that apple knew wasn't working yet.
I mean sure, this entire incident wasn't the worst thing in the world, but it certainly doesn't raise my confidence in apple support or customer satisfaction.
71 months ago
Hey, I'm not about to complain, they sent me a brand new MacBook Pro (even though I was on hold for an hour). Yeah, I have certainly noticed longer hold times on the support lines. Crazy, huh?
71 months ago
Apple needs to address this situation appropriately. As their products gain higher profile, as their customer base increases and they gain market share, it's only logical to think that there will be a greater need for support. If nothing else, it's simple math - more Macs out there = more problems! Esepcially with how well the Intel Macs have been selling, I think Apple would be foolish to think that what was good enough a few years ago is still good enough today in terms of support.
Apple must also realize the importance of first impressions. Now more than ever new switchers are coming on board to the Intel platform, and if they have problems right off the bat and poor customer service and support, that's going to leave a sour taste in their mouth, and perhaps they may just get fed up and switch back.
Apple is so good at so many things - let's hope they ensure this is the case for their Support services as well.
Apple must also realize the importance of first impressions. Now more than ever new switchers are coming on board to the Intel platform, and if they have problems right off the bat and poor customer service and support, that's going to leave a sour taste in their mouth, and perhaps they may just get fed up and switch back.
Apple is so good at so many things - let's hope they ensure this is the case for their Support services as well.
[ Read All Comments ]
Analytics firm Chitika today released a report showing that by its metrics iOS has now surpassed OS X in overall web traffic share in the United States. Chitika's methodology involves an analysis...
One of the most frequent reasons for an iPhone to go on a trip to the Apple Store's Genius Bar is because of water damage. Typically, a water damaged iPhone can be replaced for a flat $199...
TheVerge's Joshua Topolsky summarizes the iPad 3 casing findings reported earlier today, but also adds his own sources regarding some details of the iPad 3.
Image from RepairLabs
As...
Last July, Apple discontinued the white MacBook from its consumer lineup, pushing consumers toward the company's popular MacBook Air line or the 13-inch MacBook Pro. The company didn't kill...
Popular iPhone Twitter client Tweetbot has finally arrived on the iPad, with a user interface instantly familiar to any current Tweetbot user. Designed for the Twitter power-user, Tweetbot packs a...
