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Apple offers personalized support with Express Lane website  

post #1 of 33
Thread Starter 
Apple has added a new feature to the support section of its website dubbed "Express Lane," making it easy for customers to select a product, detail any issue they may have, and get in contact with an Apple representative.

"Need more help?" the new addition to Apple's website reads. "Use Express Lane to connect with an expert at Apple for personalized and convenient support."

Express Lane narrows down an issue by having users select the product they need help with. Serial numbers for specific hardware devices are required in the "Product Selection" step.

Once a product has been selected, users can detail their problem in the "Issue Description" step. Here, users are also provided with recommended articles available on the support site that may resolve a customer's problems.

If the available documentation does not fix the problem, visitors can then move on to the final "Contact Options" stage, which makes customer support options available based on the nature of the problem.

For example, with a problem related to downloading content with the iTunes Player, without the user providing their Apple ID, only e-mail support is available. The page states that the average response time from an Apple official is 48 hours or less.



Express Lane the second new feature Apple has added to its website in less than a month. The company also recently added a feature called Compare Macs, which allows customers to review the hardware specifications and prices of multiple machines at once.
post #2 of 33
That's a nice idea. I know there are loads of good technical articles on the Apple website, but I have to admit I've got a terrible record for tracking them down. Anything that makes navigating them easier is good for me!
post #3 of 33
Quote:
Originally Posted by AppleInsider View Post



If the available documentation does not fix the problem, visitors can then move on to the final "Contact Options" stage, which makes customer support options available based on the nature of the problem.
.


I really hate it when companies put hurdles between you and tech support. Phone jail is bad enough. But having to jump through hoops just to get some online chat support? That sucks big time.
post #4 of 33
Quote:
Originally Posted by PaulMJohnson View Post

That's a nice idea. I know there are loads of good technical articles on the Apple website, but I have to admit I've got a terrible record for tracking them down. !

Don't blame yourself. Apple has lousy search capabilities.
post #5 of 33
Just scheduled a call for Thursday to talk about an iPhone-related problem. Nice, simple interface, and appears very convenient. (Although, the three recommended pages from Support Forums/Discussions were useless).

Let's see how the follow-up works.
post #6 of 33
Quote:
Originally Posted by Newtron View Post

I really hate it when companies put hurdles between you and tech support. Phone jail is bad enough. But having to jump through hoops just to get some online chat support? That sucks big time.

Don't use it then. Better yet, stop whining and switch.
post #7 of 33
Quote:
Originally Posted by anantksundaram View Post

Better yet, stop whining and switch.

Best yet: Stop whining about my opinions and switch.
post #8 of 33
Your relentlessly and stridently negative world sounds like a pretty sad place to be at.

Each to his own, I guess. I feel for those around you.
post #9 of 33
Quote:
Originally Posted by Newtron View Post

Don't blame yourself. Apple has lousy search capabilities.

Apple has excellent search capabilities. It's your problem if you don't have the ability or intelligence to use them effectively.
post #10 of 33
Neither the article nor the Apple Site explain how much this service costs. It's hard to make a judgment on the goodness of this idea when you don't know the price.
post #11 of 33
Quote:
Originally Posted by anantksundaram View Post

Your relentlessly and stridently negative world sounds like a pretty sad place to be at.

Each to his own, I guess. I feel for those around you.

Whose world? Who are you talking to?
post #12 of 33
Quote:
Originally Posted by Lochias View Post

Whose world? Who are you talking to?

Whose do you think?
post #13 of 33
Quote:
Originally Posted by Lochias View Post

Whose world? Who are you talking to?

I'm pretty sure he's talking to Newtron
Summer '09 Macbook 6 GB RAM, SSD; iPhone 3GS, aTV v.2

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Summer '09 Macbook 6 GB RAM, SSD; iPhone 3GS, aTV v.2

Jesus told her, I am the resurrection and the life. Anyone who believes in me will live, even after dying. Anyone who lives in me and [trusts]...
post #14 of 33
Agreed. Why write an article that describes a new product or service without also mentioning how much it costs, or whether it's free?


Quote:
Originally Posted by Will Fastie View Post

Neither the article nor the Apple Site explain how much this service costs. It's hard to make a judgment on the goodness of this idea when you don't know the price.
post #15 of 33
Quote:
Originally Posted by Will Fastie View Post

Neither the article nor the Apple Site explain how much this service costs. It's hard to make a judgment on the goodness of this idea when you don't know the price.

Free.
post #16 of 33
Quote:
Originally Posted by lkrupp View Post

Apple has excellent search capabilities. It's your problem if you don't have the ability or intelligence to use them effectively.

Please don't attack. PaulMJohnson is the guy you are insulting, not me.
post #17 of 33
This isn't new. They just changed the name from Apple Expert to Express Lane. Maybe the look is a little different, but substantially the same.
post #18 of 33
Let me start off by saying I'm not an APPLE fanboy. However Its nice to see Steve Jobs going back to the Old world customer Service which existed back in the 60's 70's & 80's.
Apple has gone the extra mile and ensured that not only will they stand behind their products but they will do so with Quality, Integrity, and speed. And they have also created new jobs in America with their Genius Bar rather than send the jobs overseas where the Amereicans can't even understand what they are saying.
Hopefully but doubtfully more companies will adopt this standard. At this point in time APPLE has the best Customer Service of any company in the WORLD regardless of category or product!!!!
Congratulations to Steve Jobs & Company
post #19 of 33
Quote:
Originally Posted by Newtron View Post

I really hate it when companies put hurdles between you and tech support. Phone jail is bad enough. But having to jump through hoops just to get some online chat support? That sucks big time.

This is crazy talk. While I agree in principle, there are already huge hurdles and blocks between the user and technical support with Apple. This is clearly an attempt to mitigate that and should be applauded.

The way I read this is that people who have a long history of buying stuff from Apple can see all their gear in one place and thus get quicker service than some joe or jane anybody shouting down the phone at Apple.

Being as I am someone who refuses to go the "squeaky wheel route" to get service from a company (yes I'm older and remember the days when service was just a given), this is good news for me. It means I might get someone to listen to my complaints when i have them, instead of trying to find my way through the nightmare of links and silly questions and roadblocks they currently have in place on their website.
post #20 of 33
Freakin' awesome!!!

Apple's lead in consumer satisfaction surveys is only going to widen.
post #21 of 33
Quote:
Originally Posted by Prof. Peabody View Post

This is crazy talk. While I agree in principle, there are already huge hurdles and blocks between the user and technical support with Apple. This is clearly an attempt to mitigate that and should be applauded.

This is what I would applaud:

Call tech support and have a competent person answer the phone.

I hate all the rigamarole.
post #22 of 33
Quote:
Originally Posted by Newtron View Post

I really hate it when companies put hurdles between you and tech support. Phone jail is bad enough. But having to jump through hoops just to get some online chat support? That sucks big time.

Quote:
Originally Posted by BUSHMAN4 View Post

Let me start off by saying I'm not an APPLE fanboy. However Its nice to see Steve Jobs going back to the Old world customer Service which existed back in the 60's 70's & 80's.
Apple has gone the extra mile and ensured that not only will they stand behind their products but they will do so with Quality, Integrity, and speed. And they have also created new jobs in America with their Genius Bar rather than send the jobs overseas where the Amereicans can't even understand what they are saying.
Hopefully but doubtfully more companies will adopt this standard. At this point in time APPLE has the best Customer Service of any company in the WORLD regardless of category or product!!!!
Congratulations to Steve Jobs & Company

I used Express Lane this morning and I used the "call me now" feature. It worked great. The tech was courteous, knowledgeable, and we solved my problem in less that 5 minutes.
post #23 of 33
Quote:
Originally Posted by Newtron View Post

I really hate it when companies put hurdles between you and tech support. Phone jail is bad enough. But having to jump through hoops just to get some online chat support? That sucks big time.

I kind of agree. I know it is well intentioned, but my concern would be that you get locked into a loop or a track that just doesn't answer your needs. But, you are stuck in the equivalent of (as Newton says) "Phone jail"

TechnoMinds

We are a Montreal based technology company that offers a variety of tech services such as tech support for Apple products, Drupal based website development, computer training and iCloud...

TechnoMinds

We are a Montreal based technology company that offers a variety of tech services such as tech support for Apple products, Drupal based website development, computer training and iCloud...

post #24 of 33
Quote:
Originally Posted by Newtron View Post

This is what I would applaud:

Call tech support and have a competent person answer the phone.

I hate all the rigamarole.

http://www.merriam-webster.com/dictionary/rigmarole - pretty much sums up your posts.

('Rigamarole' is right too, and means the same thing, in case you were wondering).
post #25 of 33
Quote:
Originally Posted by Newtron View Post

This is what I would applaud:

Call tech support and have a competent person answer the phone.

I hate all the rigamarole.

Personally I hate the phone and I know I'm not alone. The service from Apple I like best is the IM response thing. Problems can get solved immediately if you can have a reasonable fact-based back and forth with the helper.

What usually happens is they only provide a phone option (for problems with your account for instance), or they provide an email option, but that just gets you into that loop of re-typing the same story over and over again as the complaint gets bounced back and forth between various levels of helpers at the other end.
post #26 of 33
From Apple's perspective, the iPhone 4 antenna will soon be a complete non-issue, because no support category exists for problems encountered using the iPhone 4 as a phone.
post #27 of 33
way better than searching through their forums
Tech Apocalypse - Battle for the Sky.
Tech Apocalypse - Battle for the Sky.
post #28 of 33
Quote:
Originally Posted by Newtron View Post

I really hate it when companies put hurdles between you and tech support. Phone jail is bad enough. But having to jump through hoops just to get some online chat support? That sucks big time.

So you think it wouldn't suck when you get the "All service agent are busy helping other customers" message because they are answering questions that have been asked the umpteenth time, and make you either hold the line or sit by your computer. Then when you finally reach a live person, you are told whatever you had questions on is already answered in some FAQ or KB article that's on the Apple site somewhere.

You think that scenario doesn't suck, but diverting people with common and easy to solve issues to FAQ so they don't take up service rep time and also get their answer quicker, saving the service rep for more unique problems and faster response is something you consider "suck big time"?

You must live in some alternating universe where wasting time is considered beneficial.
post #29 of 33
Quote:
Originally Posted by xsu View Post

So you think it wouldn't suck when you get the "All service agent are busy helping other customers" message because they are answering questions that have been asked the umpteenth time, and make you either hold the line or sit by your computer. Then when you finally reach a live person, you are told whatever you had questions on is already answered in some FAQ or KB article that's on the Apple site somewhere.

You think that scenario doesn't suck, but diverting people with common and easy to solve issues to FAQ so they don't take up service rep time and also get their answer quicker, saving the service rep for more unique problems and faster response is something you consider "suck big time"?

You must live in some alternating universe where wasting time is considered beneficial.

I like it best when companies have tech support staff adequate to meet customer demand. That's one big reason I hate having to make Genius appointments - They should be waiting on customers, and not making customers wait for them.
post #30 of 33
Quote:
Originally Posted by Newtron View Post

I like it best when companies have tech support staff adequate to meet customer demand. That's one big reason I hate having to make Genius appointments - They should be waiting on customers, and not making customers wait for them.

Name one major company that does that. Oh, one that makes money too.

Good thing you are not running a business (let alone Apple).
post #31 of 33
Awesome. In my experience apple already has the best post sale customer support in the industry. Never had any issues getting support for my apple related problems.
--SHEFFmachine out
Da Bears!
--SHEFFmachine out
Da Bears!
post #32 of 33
Quote:
Originally Posted by techno View Post

I kind of agree. I know it is well intentioned, but my concern would be that you get locked into a loop or a track that just doesn't answer your needs. But, you are stuck in the equivalent of (as Newton says) "Phone jail"

Maybe you and Newtron should try using the service, instead of scaring yourself out of it. Take some initiative and actually test it out instead of crying about what it may or may not be.
post #33 of 33
Quote:
Originally Posted by anantksundaram View Post

Name one major company that does that. Oh, one that makes money too.

Good thing you are not running a business (let alone Apple).


Best Buy.
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