Apple tech support bad experience

Discussion in 'iPhone' started by David Arnstein, Oct 18, 2012.

  1. I have an issue with my iPhone. Here is a discussion among users
    regarding this problem:
    https://discussions.apple.com/thread/4363533?start=0&tstart=0

    Anyway, my iPhone is new, so I used Apple's free support. I opened a
    case via Apple's web site, yesterday.

    I got an immediate callback from a technician, which is good. After
    speaking with the technician for a few minutes, he offered to call me
    back at a different phone number to continue working on my issue. He
    never called back. He closed the case too, without comment.

    Today, I used the Apple web page to get another technician to call me.
    She emailed me a web page which, according to her, would help me with
    my problem. We said our goodbyes, and I retrieved the web page. It was
    completely irrelevant to my issue. The technician closed my case too.
    Again, without comment.
     
    David Arnstein, Oct 18, 2012
    #1
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  2. David Arnstein

    Alan Browne Guest

    Maybe they use Apple Maps to guide their way through the trouble
    shooting tree...
     
    Alan Browne, Oct 18, 2012
    #2
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  3. I went to the web page summarizing my case (closed). I found a link
    for leaving a comment about my experience. I did leave a comment. This
    link is not specifically advertised as a place to complain.

    If you know of a more effective way to complain, please post.
     
    David Arnstein, Oct 19, 2012
    #3
  4. David Arnstein

    DevilsPGD Guest

    In the last episode of
    They'll probably offer a call-back. heh.
     
    DevilsPGD, Oct 19, 2012
    #4
  5. David Arnstein

    Matt Simpson Guest

    I'm not sure about Apple, but it's common in many companies for tech
    support staff to be evaluated on how quickly they close calls. So they
    have an incentive to close as quickly as possible, instead of spending
    more time helping you find a real solution which might make you happier
    but would result in negative evaluation for them.
     
    Matt Simpson, Oct 19, 2012
    #5
  6. David Arnstein

    John Young Guest

    At one time I used to roam the halls of Apple. I had a close friend that
    had a very good job at Apple. If my Mac broke I just put it on the
    corner of his desk and it was fixed by the end of the day. Tech support
    worked like this.

    If one applied for a job and looked like they had potential they got a
    job in tech support with a booklet telling you how to fix the common
    problems.

    As soon as you no longer needed the booklet you moved up to level two.

    Same deal if the day came you did not need the bigger booklet you were
    moved up to the highest level of tech support. Tech support only went so
    high because at a certain point it's cheaper to replace products with
    rebuilt or new units.

    As soon as you had learned enough to really start helping people with no
    help from supervisors or books you would be moved out of tech support to
    someplace the company could really use you.

    Yes Tech support was really their training grounds and as soon as no
    training wheels were needed you were out of Tech support and on to a job
    with a future with Apple. This sort of goes along with what was stated
    above about being "evaluated on how quickly they close calls" but the
    incentive was also on how quickly they learned to close calls without
    help and without kicking it up the support chain.

    This was October/November 1986 so I hope the system has improved. I
    still have the "Company Store Price List" which was furnished to the
    employes with a Intra-Company Service Bulletin. Macintosh Plus Part#
    M2503 was 750 and the second one was 1539.30. The SE was 825 and had
    just been introduced. Oh if you would like a "A3D0005 Apple///Pascal"
    that would set you back just 50 bucks.
     
    John Young, Oct 19, 2012
    #6
  7. David Arnstein

    Alan Browne Guest

    New case number. New "support" person. New closed case. Repeat!

    Good statistics!

    ("We're closing cases over here in support! - where's my bonus?").

    No result, but then who cares? (Other than the victim).
     
    Alan Browne, Oct 19, 2012
    #7
  8. David Arnstein

    Wes Groleau Guest

    Somebody called them who was a total jerk (TJ). They accidentally put
    the TJ code on your account.

    The manual for the TJ code says

    "Do or say anything to get the guy off the phone,
    then close the ticket."

    (Just kidding)

    --
    Wes Groleau

    “The American Republic will endure until the day Congress discovers
    that it can bribe the public with the public’s money.â€
    — Alexis de Tocqueville
     
    Wes Groleau, Oct 20, 2012
    #8
  9. David Arnstein

    Lewis Guest

    And *only* on how quickly they close calls.

    I worked in a call center, briefly, many years ago. There was one guy who
    at the start of every shift, and when he came back from lunch and
    breaks, picked up and dropped 10 calls. Every time. He also routinely
    told customer to reinstall (either the software, windows, or both) and
    then call back if there was still a problem. He would then close the
    ticket out as solved. Other people started to complain about him when
    they kept getting people who'd already talked to Jerry and wasted 2
    hours doing something that wasn't going to ever solve their problem.

    He was promoted to supervisor and given a $1,000 bonus for having the
    lowest average call time.
     
    Lewis, Oct 20, 2012
    #9
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