So how will Apple maintain that golden rep for customer service?:About a year ago I mentioned I didn't go to Apple for repairs because of the rotten reputation of their centralized and outsourced repair services. Instead I used a local Apple dealer (not an Apple store, though we have two of those). It's great to hear they've moved repairs back to the local stores.
....Another improvement: while Apple used to send broken Macs to repair depots, they know do more than 70% of repairs in in-store repair shops. Even more impressive, 50% of them are fixed and returned to the customer on the same day, and 75% are back home on the second day....
Saturday, October 13, 2007
Something nice about Apple - better repair service
I wrote recently about Apple's longterm but worsening quality problems. In a similar vein Business Week notes increasing service issues, including worsening ratings from Consumer Reports. So I was pleased to hear something encouraging about their service ...
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