It is true I found the phone wait-time to even talk to a service representative to be rather long — even when I got up early on a Sunday morning to call you precisely because I wanted to avoid horrendous wait-times. And, your hold music was unnaturally cheery.
It is also true that I question the necessity for the representative to gather the details of my operating system, the additional RAM we installed, and the password I use to install new software on my hard drive when I was calling about a broken hinge on my laptop. (I did not bring this up with the rep on the phone, though, because I imagine she had been trained to fill out every single entry on the intake form, and I didn’t want to increase the next person’s wait-time.)
The shipping box with which I was to return my laptop for repair arrived a day later than I was told it would. (And I am dying to know why the local “authorized Apple repair” shops are no longer allowed to work on iBooks.)
But, really, what I want to tell you, is this: I received the email late Thursday night saying that the repair had been completed and to allow 2 business days for the computer to be shipped back to me. And, the computer arrived Friday morning, ahead of the long weekend.
You guys are the best.
sweet.
Hence one example of why Apple continues to garner top marks in customer service surveys. I have four Macs and one Dell PC. I will NEVER AGAIN purchase a Dell, even if I do ever purchase another Winderz PC. Contrast the service runaround I got from Dell on more than one occasion compared to the always helpful and responsive Apple customer service I get from Apple. Not to mention, there is no comparison between ordering online from Apple vs. from Dell. Apple just does it better.
YMMV, as always. I bought my laptop from Dell because when I went into the local Best Buy I still hadn’t been waited on after more than an hour – so I gave my money to someone who wanted to sell me something. And just yesterday I spent more than 2 hours on the phone with the Verizon tech rep trying to find out why I suddenly could no longer get an IP address (and the endless recordings telling how going to their tech support web site were not helpful) – and in the end she put me on the line with a Dell tech who fixed the problem. I’ve had no problems with Dell at all.