On Tuesday, February 21, 2006, at 10:02 PM, Dale Goodvin wrote:
I'll tell you, the few time I called Apple for support (some years ago), the first layer of contact really could have been done by a well trained class of, say, 3rd graders. Trained, that is, to say the following, "Could you wait a minute or so?"
I think phone support at Apple has gotten worse over the past year and I think in part because it's been outsourced more and more. I needed a replacement for my iPod earbuds and I still have Applecare on my iPod so I called Apple. It took me 45-50 MINUTES to get the request processed! I think that the records weren't synched well, because the support person (I think Indian) couldn't find any record of my Applecare. I imagine that she was also annoyed on her end but she maintained a clipped politeness. Maybe she had to balance several calls at once? She really wanted me to do it via the Web site, but I don't like the Web site. Strange thing was that my call was placed on a Tuesday at 5 PM and the earbuds arrived the very next day by 5 PM!
Some folks on the phone support team have been really nice and I hope it stays that way.
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