Taking Issue

MAC-OSX-Leopard

I am experiencing some software customer service issues. How can such a great product be connected with such mediocrity?

In an effort to back up files, I purchased a Time Capsule device. Of course that required a software upgrade. The disc wouldn’t boot. I tried on line tech support and followed the troubleshooting tips. Then I tried tech support via phone. After several attempts, the tech suggested that I return the disc to the store and he believed it is bad. Fair enough, thank you for your help Brandon. The back does look dodgy. I cleaned it and repeated the processes. Nada.

Off to the Apple store. Signed in to Personal Shopping as I wanted to return the box set and get a new disc and may as well have updated my ProCare agreement. An hour wait. Oh… the disc thing would be a “genius” problem. No more appointments today, come back tomorrow; but I can sell you the ProCare agreement.

I’ll do it tomorrow. When this gets resolved. Who do I bill for the lost time?

Now, I know that a few hundred dollars in computer software and peripherals is nickel and dime stuff, but really? When I worked retail, my guys and I would open the store early, schedule after hours/private appointments, deliver to offices, homes and in one case, the tarmac at the airport for a client who was leaving on a plane. No extra charge. Thank you for your business.

A tip to save frustration and maintain your elegantly detached exterior: do it all on-line. Computer companies do not understand personal interaction.

A fact that is especially evident when compared to the stellar customer service I got at the Verizon Wireless store yesterday. Thank you Jessica. No, I can’t get an iPhone with Verizon, but I can get service. Can you hear me now? Phone companies, even in this age of texting, depend on human communications.

I may be offline today and tomorrow as I try and get this thing sorted out. Thank you for your patience.

Thus endeth the screed.

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6 Responses to Taking Issue

  1. NoShowMo says:

    The “genius” appointments have been my biggest annoyance. My iPhoto died completely after 4 months, and after a trip all the way out to Short Pump, I was told I had to make another appointment. Grrrr . . .

  2. I feel your pain! I’ve been through adventures with Verizon’s ghastly customer service in the last week, resulting in two days off work, lots of time on the phone and such incredible frustration that I thought my head would explode.

  3. ADG says:

    …..my guys and I would open the store early, schedule after hours/private appointments, deliver to offices, homes and in one case, the tarmac at the airport for a client who was leaving on a plane. No extra charge. Thank you for your business.

    Chris…I learned as much about human interaction-customer service working in a haberdashery as anywhere else in my life journey. Unfortunately, these lessons are lost on most people today.

  4. David V says:

    What kind of personal interaction did you expect from a company founded by people with little interpersonal skills but lots of techy knowledge.

  5. jAN says:

    Just switched from Time Warner to a “bundle” from Verizon due to highly irritating issues with customer services from TW! We now get our land line, television and internet from Verizon. But no change on the cell phones yet — too expensive to drop one company — and pick up Verizon — plus the financial issue of new phones. Must say that the folks at Verizon have been very nice! Hoping for better days — especially during these difficult financial times!

    Cheers! Jan at Rosemary Cottage

  6. Paula says:

    Mr. E, so sorry to hear of your hassles with the incredibly cool people at Apple. Unfortunately, when your job title is ‘genius,’ it leads one to believe that they are a little more special than the pesky customers who actually show up and need help! Keep in mind, too, that these kids graduated from Self-Esteem U–with majors in Self-Confidence. But for the most part, I have been noticing better service, friendlier attitudes, and employees generally working harder to please at almost all of the businesses I frequent. Perhaps this is the silver lining to our struggling economy?

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