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Apple Tops Consumer Reports List

Posted by pudge on from the if-i-cannot-say-anything-nice dept.

memoryhole writes "It seems Apple has come out on top in recent Consumer Reports surveys regarding technical support and hardware failure. Way to go Apple!"

3 of 156 comments (clear)

  1. No questions asked by awtbfb · · Score: 5, Informative


    I had the misfortune of having my logic board fried by an "analog" hotel phone line within the first year of owning my Powerbook. Apple swapped it out for free.

    Free Airborne shipping back & forth too.

  2. I'm not suprised by el_munkie · · Score: 5, Informative

    I bought my first mac a few months ago, a 12" iBook, and it has been badass. It had a catastrophic failure at one point that rendered it unable to boot. I got on the phone with Apple and they sent me a box the next day. I shipped it on a Tuesday night, waited a day, and it was waiting for me at work on Thursday with a new mobo and processor.

    Apple's custormer support has impressed the hell out of me, and this will not be my last Mac.

  3. As a former AppleCare support agent... by AshBean · · Score: 5, Informative
    ...I can tell you that customer satisfaction at Apple was job one. Unlike a lot of companies (like the company who's product I support now), Apple believes that customer support is integral to their business and outsourcing support to other companies in out of the question. (Actually, to be accurate, they used to outsource a portion of their support when I was there, mainly for call volume overflow purposes. They may still.)

    Sure, Apple like any other business has limits, and has to say no to customers sometimes, but it was pretty rare when I was there. They had very clear and specific lines of escalation for all manner of customer issues.

    Another thing is that the agents take a lot of pride in their work, and are given a lot of latitude in helping customers. Not only are customers satisfied, but the support agents are satisfied too.

    I've tried to apply all that I learned at Apple to where I'm working now, and it's helped me be the best Macintosh support agent here, and among the top 1% of all agents, which admitedly isn't hard considering that 98% of the rest are all Windows product related agents.

    --
    We need Macintosh power. I *am* Macintosh power!