Devoted to customer service and the principles of exceptional customer services

And yet "Apple received the best rating from PC buyers in the American Customer Satisfaction Index..."

I guess this means we would like all PC companies to improve their customer service. Why not? I wonder how PC makers compare with other industries. Let us know.

And yet "...Apple received the best rating from PC buyers in the American Customer Satisfaction Index..."

http://www.itworld.com/Comp/1181/050816dellrating/

I guess this means we would like all PC companies to improve their customer service. Why not? I wonder how PC makers compare with other industries. Let us know.

Apple with poor customer service? Say it isn't so! Actually, I have had friends who've had bad experiences with iPod batteries but, other than that, Apple's support is generally regarded quite well. Consumer Reports readers typically rank Apple's customer service better than any other PC maker.

The downfall of Apple? Isn't that going heavy on the histrionics? And where do you get your numbers when you imply that the majority of customers get treated poorly? You got your numbers upside down. That's probably because one seldom hears about the true majority of very satisfied customers. The squeaky wheel and so forth.

The earlier comment regarding Apple's ranking with Consumer Reports members is spot on. They've been #1 for the past few years. Do a Google search:

http://www.google.com/search?client=safari&rls=en&q=apple+%22consumer+reports%22&ie=UTF-8&oe=UTF-8

I for one am now a very dissatisfied reader of your blog. Mainly because you appear to pull your entries out of your ass.

I'm the type of person who doesn't believe everything I read just because the periodical is perceived to be a "reliable source". It's interesting to me that people are quick to discredit someone who isn't "Consumer Reports".

I spend many hours a day reading about poor customer service - quite a bit from Apple customers. Granted, some people could be "exaggerating" their stories, but nonethless, it's still negative. Maybe I'll come across 1 or 2 good stories, but that's it.

If you're an Apple fan and have a blog, then I ask you to post your good customer service experience with Apple. Heck, I may even give you an award!

I'm wondering if part of the disparity between the number of good stories vs. bad stories relative to Apple service (or any other company's for that matter) could be attributed to the fact that people tend to complain when they feel they've been treated unjustly. How many, on the other hand, share the good news about good service? This is just conjecture, of course; I've got no evidence to back it up.

Secondly, and you're right on this, a person who claims to have been unjustly treated by a business should not be discredited out of hand. When a business offers a product, consumers have expectations about the product's performance, some realistic and others less so. In the case of Apple, most people tend to have very high expectations of its products and service--primarily because the company claims its products are better and charges a premium for them! If there is a shifting perspective on Apple's service (Aperture comes to mind), then consumers should know about it and the messenger shouldn't be shot. I read some of the anonymously posted comments to your post and some were simply unwarranted (not to mention completely irrational).

One final thought relative to periodicals and trusted sources. Publications like Consumer Reports, PC Magazine, and many others have established relationships with their readers over time and earned their trust. That's not to say that individuals may not disagree with their articles or reviews from time to time--that's part of the give and take of the relationship. The publication (whether traditional media or new media like blogs) that learns from that process earns the continued respect of its readership.

Thanks for your blog, Maria. You're doing good work here.

I agree with you about not automatically believing what is published. Healthy skepticism is good. I also don't think one who complains should be dismissed automatically either. But to link one customer's complaint to the "downfall of Apple" is extreme in and of itself. Your entry flat out says that most Apple customers are mistreated and I don't believe that to be true. I think because the basis of your website is to advocate for the consumer, you take a few anecdotal experiences and blow them out of proportion. It's in your interest to do so.

And believe me, the customer is NOT always right. But it's the duty of the store to always treat every customer with respect and do the right thing by them. The people at the store Francine was at should have been honest with her about what was going on. Furthermore, the staff at the store should have set her expectations appropriately. She left the computer at the store a couple of days before her flight. She should have been told there was a chance (depending on part availability) it may not be done in time. As far as loaners, I don't blame them for not allowing a customer to take a laptop overseas without buying it first. Would you expect that from a car dealership? Or a realtor? Dell sure as hell wouldn't do it.

And honestly, it's Consumer Reports. No other publication works harder at being objective. Which is something you could try harder to do.