Having cited Apple as an example of companies bringing their customer service back home, I was disappointed to read this item over at Boing Boing Gadgets, which seems to suggest that they aren’t.
Not only has the writer repeatedly had trouble getting through to Apple, but when he got through, this is the quality of service he received:
“I see from the serial number you have a MacBook Pro.”
“Yes,” I replied.
“Is this a portable computer?”
When I replied—incredulous—that it was, the man said there was a special “portables” department and shuffled me back directly into the same queue I had been in before.
Total wait time: 45 minutes
Total problems solved: 0
How very disappointing.
I hope Apple isn’t arrogant enough to think that their products don’t need support and if they do it can be poor support… that’s not the kind of “reality distortion field” that got them where they are.