Apple’s customer service amazes me
Published on 20 Jun 2008 at 1:11 am.
2 Comments.
Filed under applecare.
Apple’s customer service, or more specifically what they call AppleCare amazes me. It is either exceptionally good, although rarely it can be exceptionally bad. I’ve complained about it here a few times.
I had an experience with them on Monday that I felt worth sharing.
I won’t drag this out too long, but a little backgrounder is in order. A while ago, more than a year ago, I bought a 24″ iMac. It had some issues, and Apple took care of them. Eventually there was an issue they didn’t resolve in a timely fashion at all, and with a little prodding I was given an alu-iMac as a replacement. The original iMac I had was of the white plastic variety, and I had purchased it with a wireless keyboard. For some reason that had to be shipped back, and they didn’t have any 2.8 GHz machines with wireless keyboards in stock, but they sold me one for 79 cents, and I got to keep the wired one that came with the replacement machine.
I love the keyboard and treat it with kid gloves. I never eat near it or drink near it — and when I get frustrated I don’t even bang my fists on it.
Well, something happened with the membrane under the , key so that it would occasionally not push down. I guess it depends on the angle I’d hit the key. It was frustrating, but most of the time it worked. One morning I had enough of it and decided to call Apple for a replacement.
After no more than a 2 minute wait I speak to someone who speaks English and has a normal name like Greg or Mike. Anyone who’s dealt with phone support with most other companies knows what a rarity this is. I had a conversion with (now I’ll call him “Tim”) that went something like this.
Tim: What is your serial number.
Me: blah blah blah serial number.
Tim: Your complementary phone support period is over, unless you have registered AppleCare on the machine?
Me: Actually, I’m calling about a hardware issue, but this machine is a replacement from Apple for a machine that did have AppleCare. Are you able to look that up and move it?
Tim: Ok, I see that blah blah blah (as he precedes to move my remaining AppleCare from the old machine to this one.) What is the problem you’re having?
Me: My keyboard is being funky, sometimes I can’t push down the comma key.
Tim: Let me go ahead and setup a replacement to be sent to you.
And the rest is minor details. It was that simple. He explained I should expect the replacement in 3 or 4 business days. I got it today. About 30 hours after calling!
Like I said, AppleCare amazes me. When it’s good — it’s great and when it’s bad — it’s disastrous. I’m glad this was one of the great times, though it usually is.
Bill on 20 Jun 2008 at 4:24 pm: 1
My Logitech MX 1000 haa a problem with the charger and it’s 2.5 yrs old. I emailed Logitech. After only two replies within 24 hrs, they are shipping a MX Revolution as a replacement. Logitech has given this good service before for a prior mouse replacement. ATT has given me good service as well, which I bet you have read my post at GF about my Treo.
Hedi on 23 Jun 2008 at 10:26 pm: 2
Excellent work from Apple!
I can’t believe they just registered a few days ago the “AppleCare” trade mark!