Steve Jobs has transformed Apple computer since his return several years ago. Though still behind in the market share game to Microsoft they have reworked their image to be the cool, must-have item. From iPods to iMac and iTunes, Apple stuff is cool.
They do, however, miss the point when it comes to customer feedback. Their service after the sale is miserable, the warranty that comes with Apple products is laughable, and just try to get someone to answer a complaint.
My wife recently decided to purchase a new iTrip for my iPod. The trouble was that I already have the iTrip. She tried to cancel the order, calling the number on their web-site. They changed their hours of operation from what was listed on their web-site. She called back the next day. After 30 minutes on hold, she hung up. She will just return it when it comes and eat the restocking fee.
This is a problem with Apple. You would think that a computer company which only has about 5% of the market share would do something to really set themselves apart. Thank God their computers are fairly reliable. You don't have to call them that much.
The few times I've had to call other computer companies was a much better experience than Apple. (with the exception of the dummies at Dell). Gateway I got a friendly midwestern gentleman who went out of his way to solve my modem problem. Microsoft also had very informative and friendly people at their customer support.
What I don't understand is why Apple can't do the same? I guess it's part of Apple being based in California. You get your service from Starbucks drinking liberal elitists who, perhaps in between reading The Nation will take time to dis you for not being from the Left coast.
Whatever.
Posted by psugrad98 at December 11, 2003 09:13 AM
