This could be a case of Apple being a victim of its own success. As iPhone and iPad sales have skyrocketed, and Mac sales have increased, perhaps Apple's infrastructure can't handle the load. Hopefully they right the ship.
How many different aliases does Teckstud actually have?
He was before my time, I think, but he had a dozen or so.
As slapppy's IP addresses don't match any of his or his incarnates, you'd have to go off of post content, writing style, and overall tone. And, as I said, since he was before my time, I've not taken the time to go back and read any of his posts to see if there is that similarity.
It's not just because no. of customers increased. It's actually a combination of that plus a low priority of customer service within the company. This happens when a company grows quickly and people inside would feel like they don't need to improve customers service because "well people are buying, nothing to worry about" attitude takes over.
This will actually change when the growth start to slow and people inside start wondering "wth is going on?"
It's not just because no. of customers increased. It's actually a combination of that plus a low priority of customer service within the company. This happens when a company grows quickly and people inside would feel like they don't need to improve customers service because "well people are buying, nothing to worry about" attitude takes over.
This will actually change when the growth start to slow and people inside start wondering "wth is going on?"
I don't believe this is intentional...
It is easy to fall into the trap of concentrating on the supply and sales chains --- and disregard the support chain.
With proper top-level executive attention it is fixable.
As the platform gets more and more successful and user base larger, this is the sort of thing to which Apple needs to pay close attention.
Invest some of your cash into more/better customer service, Apple.
This was just about phone service, which is often less satisfactory because either the user doesn't understand their computer etc well enough to follow the directions given or the problems needs hands on help. If we looked at service in stores the results might be very different.
course I question the validity of the survey given the number of folks in the time frame, that it reads that that was the total, not per company, how were they gathered etc.
My sister purchased a new iMac before Christmas and the store wouldn't help her transfer data or even really set it up - they said they were busy at the time...
if you are talking about the days literally right before Christmas then you should expect such a reply. They would be all hands on deck for sales. Hell they stopped doing any training appointments after 11am or even workshops that last week and a half, but do they give us an extension or even a warning about it. Nope, they just cut the availability and make the paying members deal with it. I certainly understood why given the noise and such but they could have sent out an email just to tell us what was happening as a curtesy.
Quote:
My neighbor just purchased a new Macbook Pro and she was told her old programs don't work under Lion (her hold Macbook ran 10.3), but didn't offer to help her migrate or even suggest that she could use Snow Leopard initially
if she JUST bought it then it has Lion on it. The firmware and drivers might not work under Snow Leopard, thus Apple probably doesn't support downgrading a system preloaded with Lion, thus they aren't going to suggest it.
And why, if she was buying the membership for the transfer didn't she just ask for a manager, and ask to return it. Why would she willingly keep a program she apparently can't use since she's not likely to drive an hour there and back for the training sessions.
If she's going to try to get them to help her at the Genius Bar with the transfer she might as well not bother. They aren't going to sit there for the hours and hours it could take to do it. She'll get 15 minutes, perhaps 20, and that's it. Especially considering that her old computer is way beyond what they generally support anyway cause if it's still running 10.3 it's way out of warranty.
Never mind the fact that Apple's "tech support quality" remains higher than anyone else's has ever been and that everyone else's has also declined, no, "Apple's tech support declines".
I only use chat support from companies that provide it. It is faster, more reliable, you get a transcript at the end, and you can continue about your business while waiting for responses. Phone support is so 20th century...
It's not just because no. of customers increased. It's actually a combination of that plus a low priority of customer service within the company. This happens when a company grows quickly and people inside would feel like they don't need to improve customers service because "well people are buying, nothing to worry about" attitude takes over.
This will actually change when the growth start to slow and people inside start wondering "wth is going on?"
Quote:
Originally Posted by Dick Applebaum
I don't believe this is intentional...
It is easy to fall into the trap of concentrating on the supply and sales chains --- and disregard the support chain.
With proper top-level executive attention it is fixable.
Apple just hired a guy with a white hat to focus on this exact thing. "Nothing to bee afeared of ma'm, Dep'ty John Browett will take care of them thar owl-hoots."
He was before my time, I think, but he had a dozen or so.
As slapppy's IP addresses don't match any of his or his incarnates, you'd have to go off of post content, writing style, and overall tone. And, as I said, since he was before my time, I've not taken the time to go back and read any of his posts to see if there is that similarity.
Oh you young whippersnappers, I've seen many of 'em. There was this one particular troll that really got my goat. Can't remember the name now, though.
I've always thought Apple's support was excellent especially with the Apple stores. Over Xmas though my HTC phone broke, which I thought was going to mean buying a new phone given that it's over a year old. But my first surprise was it has a 2 year warrenty, then after a simple call to the number that came with the phone (actually had a call center in my country to) they arranged for it to be picked up the next morning. 5 days later (which included christmas day) my phone was back and working normally again. Couldn't be happier with the service. Now traveling to an Apple store seems like a real hassle.
For those who are posting off-topic about service in Apple Stores / Genius Bar appointments: they've been great whenever I've gone in, but unfortunately this is something that could differ greatly between stores and countries, we have no figures to say either way.
As far as phone support goes, how's about not charging people for it!
I can't believe Apple are still charging for reading off of the KB articles on their support site (which is all they've ever done for me), after only 3 months is it? Maybe sort this out first?
Comments
How many different aliases does Teckstud actually have?
Is he still around? I always figured I unknowingly read about him on the Darwin Awards years ago.
Journalism died in the early Nineties.
Journalism, of the sort you are referring to, was born and died in the Seventies.
Apple needs to fix this... Perception is reality (in this case).
How many different aliases does Teckstud actually have?
He was before my time, I think, but he had a dozen or so.
As slapppy's IP addresses don't match any of his or his incarnates, you'd have to go off of post content, writing style, and overall tone. And, as I said, since he was before my time, I've not taken the time to go back and read any of his posts to see if there is that similarity.
Apple needs to fix this... Perception is reality (in this case).
Siri? Ar you ready for PRIME TIME?
Siri? Ar you ready for PRIME TIME?
That sounds like you're touching a great teaser ad emailer for a future event.
This will actually change when the growth start to slow and people inside start wondering "wth is going on?"
It's not just because no. of customers increased. It's actually a combination of that plus a low priority of customer service within the company. This happens when a company grows quickly and people inside would feel like they don't need to improve customers service because "well people are buying, nothing to worry about" attitude takes over.
This will actually change when the growth start to slow and people inside start wondering "wth is going on?"
I don't believe this is intentional...
It is easy to fall into the trap of concentrating on the supply and sales chains --- and disregard the support chain.
With proper top-level executive attention it is fixable.
As the platform gets more and more successful and user base larger, this is the sort of thing to which Apple needs to pay close attention.
Invest some of your cash into more/better customer service, Apple.
This was just about phone service, which is often less satisfactory because either the user doesn't understand their computer etc well enough to follow the directions given or the problems needs hands on help. If we looked at service in stores the results might be very different.
course I question the validity of the survey given the number of folks in the time frame, that it reads that that was the total, not per company, how were they gathered etc.
My sister purchased a new iMac before Christmas and the store wouldn't help her transfer data or even really set it up - they said they were busy at the time...
if you are talking about the days literally right before Christmas then you should expect such a reply. They would be all hands on deck for sales. Hell they stopped doing any training appointments after 11am or even workshops that last week and a half, but do they give us an extension or even a warning about it. Nope, they just cut the availability and make the paying members deal with it. I certainly understood why given the noise and such but they could have sent out an email just to tell us what was happening as a curtesy.
My neighbor just purchased a new Macbook Pro and she was told her old programs don't work under Lion (her hold Macbook ran 10.3), but didn't offer to help her migrate or even suggest that she could use Snow Leopard initially
if she JUST bought it then it has Lion on it. The firmware and drivers might not work under Snow Leopard, thus Apple probably doesn't support downgrading a system preloaded with Lion, thus they aren't going to suggest it.
And why, if she was buying the membership for the transfer didn't she just ask for a manager, and ask to return it. Why would she willingly keep a program she apparently can't use since she's not likely to drive an hour there and back for the training sessions.
If she's going to try to get them to help her at the Genius Bar with the transfer she might as well not bother. They aren't going to sit there for the hours and hours it could take to do it. She'll get 15 minutes, perhaps 20, and that's it. Especially considering that her old computer is way beyond what they generally support anyway cause if it's still running 10.3 it's way out of warranty.
[/QUOTE]
Nice title.
Never mind the fact that Apple's "tech support quality" remains higher than anyone else's has ever been and that everyone else's has also declined, no, "Apple's tech support declines".
Are we letting slapppy write the articles now?!
Seriously
Let's
All
Print
Piss-poor
Propaganda
Year-round
It's not just because no. of customers increased. It's actually a combination of that plus a low priority of customer service within the company. This happens when a company grows quickly and people inside would feel like they don't need to improve customers service because "well people are buying, nothing to worry about" attitude takes over.
This will actually change when the growth start to slow and people inside start wondering "wth is going on?"
I don't believe this is intentional...
It is easy to fall into the trap of concentrating on the supply and sales chains --- and disregard the support chain.
With proper top-level executive attention it is fixable.
Apple just hired a guy with a white hat to focus on this exact thing. "Nothing to bee afeared of ma'm, Dep'ty John Browett will take care of them thar owl-hoots."
I've personally never had any problems with in store service in the UK or in California.
He was before my time, I think, but he had a dozen or so.
As slapppy's IP addresses don't match any of his or his incarnates, you'd have to go off of post content, writing style, and overall tone. And, as I said, since he was before my time, I've not taken the time to go back and read any of his posts to see if there is that similarity.
Oh you young whippersnappers, I've seen many of 'em. There was this one particular troll that really got my goat. Can't remember the name now, though.
I guess it's all part of the fun.
Whip it good, Tallest Skill!!!
PS slapppy doesn't seem to match any known MOs.
Too many of them are complaining they can't type on their iPhone with long fingernails.
Others are disappointed when they can't find Solitaire on their new Apple PC.
Ha!
As far as phone support goes, how's about not charging people for it!
I can't believe Apple are still charging for reading off of the KB articles on their support site (which is all they've ever done for me), after only 3 months is it? Maybe sort this out first?