Posts Tagged ‘customer service’

…on customer service.

I’ve already told you about my son and his Apple and how poorly things were handled in a Customer Service bit:

Oh and did I mention the sheer anger of my son? He has a half a century of buying of computers ahead of him. He is very catholic and will have kids. How many apples do you think he will buy? How many times do you thing this story will be repeated over the decades?

By an odd coincidence his car needed serious repairs, Brought it down to John’s place (oddly named Paul’s Auto Repair even though he is the only guy there) and in addition to parts it was going to take over a full day for the physical repairs. I had an old radio to put in but the wires were cut and it couldn’t be used.

He was booked up for quite a while when I dropped the car off but this morning we went to pick it up. I made it clear to my son that he was paying for these repairs himself and when a friendly great Aunt offered to help I requested that she not so he would learn about expenses.

Well much to my surprise when he gave the price it was under $500 ($460 to be exact). In addition he found a used radio and put it in so he finally has music.

After my VERY grateful son left I thanked John. He said he knew it was his first car and his first car bill so he wanted to give him a hand, and he also knew about the Apple and figured he might need the extra money to pay it, and he didn’t want to leave him without a radio. (The car had none).

So for the rest of his life my son will remember this mechanics and the favor he did him, he will also remember that the money he didn’t have to pay to fix the car was enough to pay a 3rd party to fix the Apple.

Where do you think he is going to get his cars fixed for the next 2 decades? Where do you think his brother will go? He friends? How many times will this story get repeated? Who do you think he will be tweaking on Facebook?

And most importantly with all the money he will save over the years dealing with John how many PC based systems will he buy for his kids and himself instead of Apples?

Even if he never gives him another discount again he has earned his business. Hey Stevie Jobs and company you paying attention?

A: Because no matter how bad I was treated and how poor the customer service was I could not in good conscience recommend windows Vista to a computer user when there was another alternative.

However windows 7 is now out and everything I’ve seen on it has been positive. So like Younger Bear in Little Big Man I can recommend Windows 7 over an Apple without becoming an evil person.

So excuse me while I do my dance of joy.

Well my son and I drove an hour to the nearest apple store and were coldly informed that they will charge us $1100 to fix the machine he paid $1500 for less than two months ago. (Plus $200 for extended warranty)

Even worse than this was the cold customer service that reminds me of the NRCC’s attitude toward conservatives in NY-23, the old we have your money now do what we say business.

Since 2000 I’ve been doing computer support and customer service, I’ve seen all kinds of customer service, the Natick’s Apple store’s customer service wouldn’t pass for customer service in the old soviet union.

So congratulations Apple, you’ve managed to alienate me, a fellow who recommends computers to people and buys them on a regular basis. On the basis of the customer service I received it is impossible that I would buy an Apple for my other son. The chance that I will purchase one during my say 20+ years of computer buying is now zero.

As I have a large Sicilian family this story is going to be repeated among them, we Sicilians are very clannish, what are the odds that we won’t go elsewhere?

A week doesn’t go by when I’m not asked about what computer to buy, guess what I won’t recommend? What are the chances I would do so to any person I know or friend and customer I want to keep?

Oh and did I mention the sheer anger of my son? He has a half a century of buying of computers ahead of him. He is very catholic and will have kids. How many apples do you think he will buy? How many times do you thing this story will be repeated over the decades?

That doesn’t even count this blog and the visitors who come on a regular basis.

And I almost forgot, I happen to be a top 1000 reviewer at Amazon.com, you’ve heard of them I trust. I wrote a review of his computer over there, and I wrote it at the apple store.

So smart move Apple. Who needs those potential sales anyway?

Apple Strike one

Posted: October 23, 2009 by datechguy in Uncategorized
Tags: , , , ,

Well we called apple today and we apparently will have to PROVE that it wasn’t accidental.

My son is 18, this is the first computer he has ever purchased, he bought it with his own money. He is active in facebook and school and has a father who blogs loudly.

With currently life expectancy he has 50+ years of computer purchases ahead of him.

We are heading to the apple store to determine if any of those future purchases will be of apple equipment and to determine if my first personal experience of Apple quality and support will convince me to steer people away from the company.

So far it’s apple 0 and Squat 1 but we will go direct to the store and see. I’ll update you in a few hours.