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  • Apple Gets Top Honors for its Customer Service



    When it comes to consumer satisfaction, Apple continues to clean up. According to the latest American Customer Satisfaction Index released this morning, Apple once again comes out on top in terms of customer service, with Apple effectively leaving in the dust other PC makers for the seventh consecutive year.

    Overall, the headline from CNN Money captures the essence of the study beautifully - "We love our computers -- but love Macs best." The index's 100-point scale shows Apple with a 2% gain on its way to reaching its highest score even recorded on the index - 86. And even though it was also A good year for PC makers on the index, Apple ran away with the lead per tradition. (In case you're wondering, the index is based on "scores" from better than two-hundred different companies across forty-five industries and government agencies).

    "Windows-based PC brands appear to have recovered from the problems associated with the Windows Vista software," said Claes Fornell, founder of the American Customer Satisfaction Index. "Barely a year into the release of Windows 7, satisfaction with these brands has returned to, and in some cases even surpassed, the levels prior to the launch of Vista." But all told, Apple is a significant 9 points ahead of its nearest competitors, which include Dell, HP, and Acer - all three tied for second with a score of 77.

    CNN Money
    This article was originally published in forum thread: Apple Gets Top Honors for its Customer Service started by Michael Essany View original post
    Comments 37 Comments
    1. zozodouce's Avatar
      zozodouce -
      Quote Originally Posted by vinaygoel2000 View Post
      It is pretty amazing. They produce a faulty product and then give away free bumpers.
      pipe it hater.
    1. piganddan's Avatar
      piganddan -
      This just doesn't happen in Europe sad to say. If you go to apple with a damaged iphone or MacBook they will repair at great cost and if under warranty they will fix it slowly however never replace on the spot.

      I lived in US for years and the service was outstanding compared to Europe. As a European I'm sad to admit that it's service is second rate.
      Still nice to hear apple are acting that way i own many of their products and love them ; )
    1. mortopher's Avatar
      mortopher -
      Quote Originally Posted by Tyronal View Post
      What truth? If you opened your eyes and looked outside the US, there was no "antennagate". AT&T skulked away scot free with their inadequate signal strength on this one leaving Apple holding the baby. It differed from state to state. If it were a design flaw, EVERY phone would have been affected as every phone is built exactly the same. Who's responsible for the signal transmission? Apple?

      Working here in Australia at the moment and it was not an issue.
      You put a case on the iPhone 4 and suddenly it handles cellular signals significantly better. This applies to strong signal areas too regardless of whether or not it effects your call quality/drops. You can even apply just a small piece of tape over the weak spot and notice the problem pretty much cured entirely. There is an inherent design flaw in the iPhone 4's antenna. You mean to tell me that the absence of a nonconductive buffer between the user and the antenna that causes a significant loss in cellular reception is a fault of AT&T's?

      Also, even if it were just a "U.S." issue, take a look at where they are selling their iPhones and related devices. That argument could have some substance if only users in say Aruba experienced this problem, but if the problem is occurring in the country that is is home to 50% of iPhone and iTouch owners in the world (as of last January), then you may want to take a closer look at the design of your product.


      Having said that, I do believe Apple handled the situation about as well as they realistically could have, aside from the rather lengthy period of time where they did not comment on the issue at all. They offered a free fix for the problem with the case program and extended the return dates for all purchased iPhone 4's. Most of us, myself included, would probably have liked to see our phones recalled and replaced with a newer model that has the flaw fixed, but that just isn't plausible in the absence of any potential harm to the user of the iPhone 4.

      Quote Originally Posted by qgshadow View Post
      dude hes not trolling, hes just stating the truth.

      most people say that their customer service is good and thats their opinion,

      this guys says that its not that good because of the antennagate, well its his opinion too.



      LOL WIN, what language is that anyways??
      No, he is trolling. Apple was more than accommodating in regards to resolving the issue for customers by issuing their case program, and gave a more than reasonable extension of their typical return period. Their customer service was great in this regard (with the exception I stated earlier about the initial silence). That member could argue that the actual product was unsatisfactory, but not the customer service.
    1. awesomeSlayer's Avatar
      awesomeSlayer -
      To be honest, I'm actually quite surprised.
    1. qgshadow's Avatar
      qgshadow -
      Quote Originally Posted by Tyronal View Post
      What truth? If you opened your eyes and looked outside the US, there was no "antennagate". AT&T skulked away scot free with their inadequate signal strength on this one leaving Apple holding the baby. It differed from state to state. If it were a design flaw, EVERY phone would have been affected as every phone is built exactly the same. Who's responsible for the signal transmission? Apple?

      Working here in Australia at the moment and it was not an issue.
      Dude, im in canada,Montreal let me tell you the antennagate makes your bars go down.

      Fixed by putting a stupid bumper but w/e it still exist.
    1. Zokunei's Avatar
      Zokunei -
      Can someone please explain how it makes sense for them to discontinue their case program without making a permanent fix? Where's the logic? IPhone 4s still have a problem, consumers are still not responsible for it, and iPhone 4s and cases are still the same price. What, is it that now everyone EXPECTS the problem? I'm not getting an iPhone, but I would still like to know what's happening on October 1st. And this site is called MODmyi.com, are we all really expected to like everything about Apple, I'm not offended by or attacking someone who doesn't like EVERY damn decision Apple's ever made. How's it trolling? It's trolling if you go to the support.apple.com forums and say, "It is pretty amazing, you must have the best CS ever, giving away bumpers for faulty phones."
    1. Cowboy's Avatar
      Cowboy -
      Apple reps here in Tulsa ok are awesome top. Of the line if u aak me


      Sent from my iPhone using ModMyi
    1. Zokunei's Avatar
      Zokunei -
      Oh yeah, and a hater has absolutely NO followable logic when hating. Example: "I love my Zune HD, the IPod touch is too complicated: it has way too many apps too keep up with!" However, saying that they should have held off on release for a few weeks until they got things straight at least points out SOMETHING logical. Which is what he is saying when he says "…they produce a faulty product…".
    1. awesomeSlayer's Avatar
      awesomeSlayer -
      Quote Originally Posted by Zokunei View Post
      Can someone please explain how it makes sense for them to discontinue their case program without making a permanent fix? Where's the logic? IPhone 4s still have a problem, consumers are still not responsible for it, and iPhone 4s and cases are still the same price. What, is it that now everyone EXPECTS the problem? I'm not getting an iPhone, but I would still like to know what's happening on October 1st. And this site is called MODmyi.com, are we all really expected to like everything about Apple, I'm not offended by or attacking someone who doesn't like EVERY damn decision Apple's ever made. How's it trolling? It's trolling if you go to the support.apple.com forums and say, "It is pretty amazing, you must have the best CS ever, giving away bumpers for faulty phones."
      Quote Originally Posted by Zokunei View Post
      Oh yeah, and a hater has absolutely NO followable logic when hating. Example: "I love my Zune HD, the IPod touch is too complicated: it has way too many apps too keep up with!" However, saying that they should have held off on release for a few weeks until they got things straight at least points out SOMETHING logical. Which is what he is saying when he says "…they produce a faulty product…".
      Can someone explain how this is relevant to the topic?
    1. zturn13's Avatar
      zturn13 -
      Quote Originally Posted by goodluck4287 View Post
      Great CS, weak support compared to Dell, but I guess Dell users need it.
      I can't stand dell's cs! It was the worst cs experience ever when I called apple I was shocked cuz I actually was talking to someone who could speak english clearly and sounded American! Then i took the iPhone 4 in to the store got it replaced and was on my way it was fantastic! Apples cs is the best I have ever experienced and you don't even want to get me started on the people and geek squad that have no clue on what they are talking about can't move a laptop when it's on what is it made for then? Got to say they are pretty low on my cs list too lol
    1. politicalslug's Avatar
      politicalslug -
      Say what you want, but Apple's customer service is second to none. Try taking your Android phone back to Best Buy 9 months later for a defect. God forbid you have a defective laptop from anyone but Apple. You can kiss that thing goodbye for the next month. The peace of mind I get from my AppleCare has driven me to destroy at least 25 pairs of headphones over the last three years. New ones arrive the next day. Overnight shipping! I've been through something like 15 iPhones since 2007. Things break. My first iPhone melted itself after two days. Hot, hot, heat, then poof. Every time I've been in and out of the Apple Store in 30 minutes or less with a shiny new (refurbished of course) iPhone in hand.
    1. zturn13's Avatar
      zturn13 -
      Quote Originally Posted by politicalslug View Post
      Say what you want, but Apple's customer service is second to none. Try taking your Android phone back to Best Buy 9 months later for a defect. God forbid you have a defective laptop from anyone but Apple. You can kiss that thing goodbye for the next month. The peace of mind I get from my AppleCare has driven me to destroy at least 25 pairs of headphones over the last three years. New ones arrive the next day. Overnight shipping! I've been through something like 15 iPhones since 2007. Things break. My first iPhone melted itself after two days. Hot, hot, heat, then poof. Every time I've been in and out of the Apple Store in 30 minutes or less with a shiny new (refurbished of course) iPhone in hand.
      I had a laptop from best buy had a problem 6 MONTHS latter(and mind you i knew the problem all along they just wouldn't listen) they yelled at me saying a laptop shouldn't move while its on and that any computer will have problems because of a spinning hard drive and I was just floored can't move a laptop while its on? they why do they call it a laptop then all the geek squad just when into the back and wouldn't come out and the stupid manager wasn't there never again im buying only apple now i know from experance that their cs is great so thats what im sticking with
    1. Satone's Avatar
      Satone -
      Quote Originally Posted by politicalslug View Post
      Say what you want, but Apple's customer service is second to none. Try taking your Android phone back to Best Buy 9 months later for a defect. God forbid you have a defective laptop from anyone but Apple. You can kiss that thing goodbye for the next month. The peace of mind I get from my AppleCare has driven me to destroy at least 25 pairs of headphones over the last three years. New ones arrive the next day. Overnight shipping! I've been through something like 15 iPhones since 2007. Things break. My first iPhone melted itself after two days. Hot, hot, heat, then poof. Every time I've been in and out of the Apple Store in 30 minutes or less with a shiny new (refurbished of course) iPhone in hand.
      I have a feeling that you are abusing the system somewhat......
    1. Rokesomesmeefer's Avatar
      Rokesomesmeefer -
      Quote Originally Posted by politicalslug View Post
      Say what you want, but Apple's customer service is second to none. Try taking your Android phone back to Best Buy 9 months later for a defect. God forbid you have a defective laptop from anyone but Apple. You can kiss that thing goodbye for the next month. The peace of mind I get from my AppleCare has driven me to destroy at least 25 pairs of headphones over the last three years. New ones arrive the next day. Overnight shipping! I've been through something like 15 iPhones since 2007. Things break. My first iPhone melted itself after two days. Hot, hot, heat, then poof. Every time I've been in and out of the Apple Store in 30 minutes or less with a shiny new (refurbished of course) iPhone in hand.
      Yes, accidents happen and things break. In your case, however, it is clear that YOU are the reason YOUR things break. Idiots like you are the reason extended warranties and insurance cost so damn much. Thanks for ruining it for the rest of us.
    1. Zokunei's Avatar
      Zokunei -
      Quote Originally Posted by awesomeSlayer View Post
      Can someone explain how this is relevant to the topic?
      Because people are saying that Apple has done all that's logically possible for the iPhone 4, and are attacking a guy joking about "It is pretty amazing, they produce a faulty product and give away free bumpers."
    1. tudtran's Avatar
      tudtran -
      Apple care service is excellent. Twice as fast compare to best buy's Greek squat.
    1. Ikemann888's Avatar
      Ikemann888 -
      Two phone calls to AppleCare didn't impress me.