Apple’s Customer Support Continues To Amaze Me
Apple October 17th, 2007
A few days after posting about the troubles I were having with the Apple Wireless keyboard, I received an email from an Apple customer relations employee from Australia who offered to send out a replacement unit.
This isn’t the first time I’ve been left in awe amazement by Apple’s customer support. I’ve had trouble with a couple of iPods in the past which were promptly fixed by Apple. Their customer relations and support are executed perfectly - well enough for me to say their support has exceeded any other company I’ve had contact with.
The replacement keyboard was sent out just a few days after first contact, I unpacked the box a few hours after the courier turned up and packaged the old keyboard in the included shipping box, sending it on its way back to Apple Australia for inspection.
Impressions of the new keyboard are much better. It’s much more responsive and is much more enjoyable to use. The problems I experienced with the dud haven’t appeared again, leaving me thoroughly impressed with a proper working version of the Apple Wireless Keyboard.
In saying this, I’m currently typing on the wired version, still my preferred option - it’s feels much sturdier due to its larger size. I also like having a keypad. It’s up to personal opinion. Do you simply want something small and wireless, or do you want the full package with the added “annoyance” of a single wire?
October 17th, 2007 at 9:39 pm
Of course their service has absolutely nothing to do with the fact that you have a blog with over 2000 readers (using your little feedburner stat) and they would therefore benefit with you saying good things ;-)
October 17th, 2007 at 9:56 pm
The thing is, that with Apple anyone is important enough to warrant this treatment. I don’t consider this blog that large. I’ve heard many stories in the past of people having great experience with support, and even before I had this blog I was treated in the same way by Apple.
October 17th, 2007 at 10:22 pm
Yay for apple! I love their support. I just hope that my leopard copy will actually be delivered on Friday instead of saturday.
October 17th, 2007 at 10:51 pm
I’ve only needed customer support once from Apple, when I got my first iPod years ago. I was put through to an overseas customer support person who just would not listen to what I had to say, and basically treated me like an idiot. I wasn’t too impressed, and eventually hung up on him. However, the online Apple Store for Australia has excellent service; I purchased an iMac a couple months ago, it had an estimated shipping time of 7 - 10 days, but I received it in 2 days time. Probably the best online service I’ve ever experienced.
As for the wireless vs wired keyboard, I’d probably go for wireless if I had the option. For right handers, I’ve always felt that the numpad should be on the left side, not in between the keyboard and mouse :P
October 17th, 2007 at 11:21 pm
i personally went with the wired. I feel naked without the number keys on the side. For casual browsing, the wireless is ok I guess. I would have both, or the wired.
October 17th, 2007 at 11:59 pm
You do have quite a following, Apple wouldn’t have even blinked if you were a tiny typepad blog.
October 18th, 2007 at 12:01 am
I went with the wired because it’s cheaper, has # keys, and doesn’t need new batteries all the time.
The cord isn’t too big of an annoyance.
October 18th, 2007 at 1:25 am
I have to agree that in the past Apple has been very good to me in customer support. I almost don’t mind getting a dud from them because all I do is walk into an Apple Store and they ether replace it there on the spot, or fix it overnight. The only time I’ve had trouble with them is when I had a hard time duplicating the problem for them.
October 18th, 2007 at 1:54 am
I just finished writing a three part article on my first month with my iPhone. In the last part of the series, which I just posted this morning, I talk about the amazing customer service that Apple provided me.
Like you, I’m very pleased. Somehow they’ve managed to grow exponentially, yet provide the service of a small boutique shop.
October 18th, 2007 at 2:24 am
Hmm, I dont think you can blanketly say “Apples customer care is the best”just because they take care of something for you (a member of the media).
My mate’s MacBook pro warped and they voided his warranty as they claimed he “stepped” on it. Yes, because a sane human being stamps on a piece of kit.
Apple is a huge company. Just because a customer service rep reads your blog post and thinks “you know what, if we give this kid something for free, he will preach to his followers about how good we are and so well benefit” doesnt mean that everyone in the company is on the same page.
Theyve got you read Glenn, hook line and sinker.
October 18th, 2007 at 2:53 am
That is of course unless you simply filled out the form like everyone else. You didnt say why the guy emailed him.
Your by no means a popular blog in the grand scale of things so I find it slightly hard to believe that an Apple rep would read this blog. Think how many out there are about apple.
October 18th, 2007 at 3:45 am
The great thing about Apple is that they just do customer service. I didn’t have to go into the store and throw a tantrum to get my phone repaired. Glenn didn’t have to complain for days about the inadequacy of the device. Instead, we both expressed our issues and Apple replaced the ailing product. No matter how you look at it, that’s good customer service.
October 18th, 2007 at 6:02 am
I went with the wired one as well, because on my desk I just need a numpad. Typing numbers simply is faster. A lot.
But I’m in struggle with myself every day due to this really annoying cable on my desk. The setup with a MacBook Pro hooked up to a 30″ ACD produces enough wire-clutter, this keyboard adds one on top of that.
I hope I’ll be able to afford a Mac Pro sometime not too far away. Then I’ll have nothing on my desk except the 30″ ACD, my iPhone, Mighty Mouse and (wireless?) keyboard.
October 18th, 2007 at 7:54 am
I also think that your blog does have something to do with it, but I also thank that anyone who called in with your symptoms would have received a replacement without much hassle.
I don’t find one wire to be much of an annoyance because my desk is such that I never see it anyway, and one less thing with batteries is one less thing to deal with. I can see the small wireless keyboard have large appeal to the right people, but those people aren’t me. :)
October 18th, 2007 at 8:36 am
Personally, and it is one of my major flaws, is I have always been more about form over function. I would always go for the product that looks sleeker on my desk then one that doesn’t, yet functions better. So, in this case, I would go for the wireless myself. The lack of wires just makes it look amazing. Combined with it’s extremely slim profile, it’s just so easy for someone to walk in to my study, pick it up, and play with it.
October 18th, 2007 at 9:22 am
The problem is that it should have worked the first time; it’s a darn keyboard with a premium price with no accounted extra features. All of apples products constantly break; my friend went through 4 5.5 G iPods.
October 18th, 2007 at 9:46 am
Totally agree with you on the support. My Wireless Mouse broke recently and within one call to Apple, I was told it would be replaced by a premium apple reseller. Within a week I picked up my new wireless mighty mouse, having upgraded from a standard mouse!
They are, as you say, one of the best companies at customer service for sure (can’t say much about the “Apple Expert” in KRCS though, he had no idea what the problem was, needless to say I went home, fixed it, then it broke again :P )
October 18th, 2007 at 9:54 am
I have to agree. Everyone I’ve spoken to about their Apple replacements or service has had nothing but positive things to say.
I’ve had to have my 4th gen iPod replaced about 6 times (running linux and OS X off of an iPods HDD is not a good idea ;-)) and each time it took no longer than 7 days from when I sent in the replacement request. Apple even replaced a broken LCD (that was completely my buddies fault) for no charge…I have no idea how I managed to get them to do it but they did.
Although I’m sure having an influential Apple blog doesn’t hurt, it is true that they give great service to most people.
October 18th, 2007 at 9:56 am
I’d have to disagree. In terms of apple blogs, besides the major ones, Glenn’s is one of the more popular.
October 18th, 2007 at 10:01 am
Do not get me wrong its a great bog but you said it yourself: “besides the major ones”, thats what I meant. It aint a major one. Glenn has 3000 readers, thats great but its no TUAW.
October 18th, 2007 at 10:04 am
(editing is broken, tack this to the end of my previous comment)
Therefore, I feel it unlikely that Glenn would be “known” to Apple, unless he has dealt with a particular sales rep over a period of time.
Having said that - as in my earlier posts, I think having the blog definitely raises him above “joe bloggs” in terms of priorities.
October 18th, 2007 at 11:15 am
I agree with you. Even though Apple’s support is generally very good, blogs get extra special treatment because Apple doesn’t want the people talking about them having problems with their products.
It happened to me on a much smaller scale a few months: I had mentioned in an iWork ‘08 mini-review that Pages wouldn’t export Word files. I got a nice email from the iWork team asking for my specs and other info to fix the bug. It’s definitely a cool feeling.
I was really surprised an Apple employee would actually read through my piece and notice that. But when you think of us, Apple employees probably are more eager than us to read blogs like this one. They want to know what people think.
Finally, about Apple support: when you’re covered, it goes really well and everything, but if they decide you’re not eligible for it, it doesn’t go well at all (I think we’ve all read horror stories on the net). Unfortunately, it’s those stories that you hear the most.
October 18th, 2007 at 12:38 pm
Name another Apple blog that would be bigger than Glenn’s…I can think of The Apple Blog and thats about it.
October 18th, 2007 at 1:11 pm
As a self proclaimed “nobody” in Apple’s eyes, I have received mixed service. Specifically, it USED to be great… before they completely outgrew themselves and had the intelligent manpower to dedicate the time and energy that is needed to each product, instead of whatever is currently in the spotlight. Overall, they’re better than most companies but they’re WAY more credit than they currently deserve.
It can be hard to sometimes admit you’re wrong, but as a lifelong Apple user, I tell you, its true. Hopefully they catch up to themselves soon.
I still love them, but they are currently far from perfect, or at least the special Apple they used to be.
October 18th, 2007 at 1:57 pm
It would be so easy to blame this on Apple, but, in reality, this happens to every company.
October 18th, 2007 at 3:51 pm
Hopefully what you describe is just growing pains and once the current iPhone/iPod Touch frenzies are over things will be back to the way they used to be.
October 18th, 2007 at 8:11 pm
You dont read many blogs do you ;)
Heres what I can think of off the top of my head.
MacNN
Apple Insider
Mac Rumors
TUAW (The unofficial apple weblog)
Think Secret
AppleTell
MacApper
MacUser
MacDevCenter
The Macalope
and of couse you mentioned TAB.
Also, Im fairly sure this isnt “an Apple blog” but its a personal one, Glenn just happens to write a bit about Apple.
October 18th, 2007 at 10:10 pm
Great to see this Glenn :-) Glad it’s all sorted.
As to preference, wireless for me every time, the wired one is now in the kitchen with the iMac!
October 19th, 2007 at 1:15 am
I must agree with you Glenn, I also enjoy the wired keyboard a lot because of its keypad, and its “longness”, makes it feel sturdier. I also think the Wireless one just looks odd, its a little too small, without the keypad. I love my Wired Keyboard :)
Oh, and Apple’s Customer Support is great. I’ve had one “weird” experience with them, and quite a few great experiences. The weird one was when I replaced my mighty mouse (it wouldn’t click), so I called Apple, and they made my make sure it wasn’t my OS (through a billion steps), and FINALLY they sent me a new one. Other than that, I’ve also had some Great Customer Support from Apple :)
October 19th, 2007 at 4:12 am
Haha. That was one of the biggest brain farts I’ve ever had!
October 19th, 2007 at 10:48 am
Is it really “weird” for a company to make sure they’re not sending you a replacement for nothing?
October 19th, 2007 at 5:23 pm
I guess it isn’t, but the weird part is the steps they made me go through. I was on the phone with an Apple rep for about an hour, it was a bit much.
October 19th, 2007 at 6:04 pm
At least you got the replacement, although an hour is a bit much.
October 20th, 2007 at 7:34 am
Don’t you love blogging. I had blogged about something a couple of months ago and I was notified by the company. I’ve been in contact with them ever since.
I have yet to use the wireless keyboard, but I tend to stay away from anything that requires batteries. I’m happy with the new apple wired keyboard.
October 20th, 2007 at 10:31 am
I suppose an hour was a bit much. Also, I would assume that by this point they also knew that the keyboards we’re having issues, so it should be just a quick bit of trouble shooting.
October 21st, 2007 at 5:14 am
In journalism it would be unethical to accept special treatment from any organisation, no matter what products or services you use from them. Accepting special treatment can, and probably will, undermine your credibility with casual readers.
October 21st, 2007 at 6:40 am
Are you implying that Glenn is accepting special treatment?
October 21st, 2007 at 6:44 am
@Dustin - Are you Glenn’s bodyguard?? :p
October 21st, 2007 at 6:59 am
?! I’m just curious if thats what she means..
October 21st, 2007 at 7:05 am
Id imagine so. (Editings broken isnt it)
But Glenn isnt the messiah, you dont have to defend him if someone disagrees with something, im sure he can manage ;)
October 21st, 2007 at 7:46 am
Like I said, it was only a question. You aren’t in a position to give me advice so save the time typing the message.
October 21st, 2007 at 8:51 am
wow, you are a little touchy. Im sorry, didnt mean to hurt your feelings, was meant light heartedly, hence the wink and the tongue smilies.
But, if were going to take a serious point out of this, people should not feel intimidated (not saying you meant to intimidate, dont jump down my throat) to criticize Glenn. The whole point of comments is to express your opinion, which may be contrary to the article. One of the whole points of a blog as opposed to, say, a newspaper’s comment section. (Chosen as they both are written opinion).
Depends what advice you want, Im a paid blogger and developer.
October 21st, 2007 at 8:52 am
Argh, read that and it seemed a bit aggressive, again wasnt meant to be at all.
Oh and Il add that Im a podcaster as well ;-)
October 21st, 2007 at 12:18 pm
How exactly is one supposed to decide what treatment is “special”? Especially from a company like Apple who is, in general, known to have very good customer service?
October 22nd, 2007 at 12:52 am
I don’t think there is any doubt that an Apple rep made the call because of the blog. In and of itself there is no problem with that. There is a problem with perception and impartiality which is an issue with a lot of bloggers.
I’m reminded of Microsoft sending out high powered laptops loaded with Vista to bloggers so they could see what it was like and there was no obligation to return the laptop. It looked like a bribe to a lot of people.
As a long time Mac user I’ve had more than my fair share of issues with their products but not once has an Apple Rep called me up and offered this type of service. If you want to remain impartial and, more importantly, assure your readers that you are impartial then simply decline anything that could be perceived as special treatment and go through the normal channels to get things fixed.
Accepting any kind of gift or personal service when you are a writer and you write about a company and their products will only serve to damage your credibility.
November 1st, 2007 at 10:51 am
I wish I was a blogger back then… a free Acer Ferrari laptop!!
November 1st, 2007 at 11:51 am
Not just any blogger got one..They were all fairly influential full time bloggers.
November 22nd, 2007 at 8:42 pm
Well- I’m writing this on my brand new macbook that apple customer service gave me to replace my year old one because it was having problems with the logic board. Thats right- i took it to the apple store, they looked at it and they said- you want a new one!
And while this was happening they replaced a girls 2 year old ipod with a new one! This is all i have to say about apples amazing customer service! It has no rivals! They are amazing!