Customer Service is Last on Apple's Mind

I hate waiting on hold, but consider it a necessary evil when calling
companies. I just find things to do while on hold. Lately it has been
grocery lists, or figuring out which baby names flow well with out
last name, anything that I would normally do, I do during the hold
time.

In Apple's eyes it doesn't matter how much or how little you spend,
everyone gets treated equally. Maybe you could make the suggestion to
the company of a dedicated number for those that spend a lot of money.

better service than the next fellow, who may have only bought an entry
computer at $1800. I think the point is that they are a longtime,
loyal and return customer, and they hate to see the level of support
they are receiving (compared to what they got years ago).

I experienced this same thing with a non-Mac company, err Dell. I used
to specify Dell's for a company in the 90's. The customer support was
great - I could call and get someone with whom I could carry on a
cpnversation within a few minutes. Now of course, it sucks. Seems
customer service has gone down hill across the board, whether Mac or
IBM compatible.

If you are on the phone for 35 minutes or more..that does seem
unreasonable..and it sounds like Apple needs to do some hiring for
their growing business. At the same time, you will likely not get a
representative within a few minutes for the same reason, including the
fact that IPod's have come out in the last few years and theres a lot
of people that simply can't figure out how to work them.
You should of left out the fact of how much you spend. Sometimes
people think that if they spend a huge amount, they are royalty. A
good company treats each customer the same..whether is $10,000 or $1.

What you're alluding to is a system like the one in place at the Royal
Canadian Mint...if you spend enough in the year, you become part of
the Master's Club, and receive 'better' service than people who
purchase less or infrequently...they've proven to the company that
they are valuable enough to solicit, and to hold on to. The concept
isn't so ridiculous as people here seem to think--especially the
comparison of a one dollar purchase to four dollars at a McD's.
Capitalism should not be confused with democracy; we're only as equal
as the monetary value of our possessions, and a corporation doesn't
really care how good of a person you are.

Usually companies set up a system to deal with businesses versus
personal-purchase customers. You should find out if they have that,
and if you can qualify (as a consultant? whatever it is that you do?),
because businesses always get better service...shorter wait times,
better customer service reps, etc.

Otherwise, Apple simply needs to hire more CS reps. If you're calling
outside of peak times, 45 minutes is ridiculous...try calling at
different times of the day, and find out when the wait time is
shortest.

since when does the amount of $$ you spend verify what kind of service
you should get? You wait longer because technology is more popular
these days.

I think you may have a valid complaint (ie long wait times/lack of
customer service) but that gets lost when you start stating that
because you spent SO much money you should receive service "without
standing in line or being on hold for this amount of time"...you who
spent $80,000 in 6 years do not deserve faster service than someone
who just bought a $250 ipod.

Customer service is customer service...so until Apple starts a
frequent buyer program that gets you pushed to the front of the line,
you are just going to have to wait in line and on hold with the rest
of the Apple customers.

You may consider re-writing you letter without all the references to
why you shouldn't have to wait because of all the business you send
their way.

I agree with the original poster; I just got back from McDonalds and
the service was terrible! The guy in front of me spent a dollar and I
spent four. Why did I have to wait twice as long as he did? I was
spending four times the money and I was treated unfairly!! Where is
the justice? Doesn't that goofy circus clown know how hard I had to
work for my four dollars? Willard Scott would never put up with such a
blatant disregard to VIP customers!

On the other hand, as an APPLE owner myself, it has been my experience
that when you call APPLE you talk to someone who lives here in the
Good Ole' USA! The service is far better when you get through and you
can understand what you are being told.

Do us all a favor, when Steve Jobs sends you his personal phone
number, please share it with the rest of us APPLE users so we can get
the same level of customer support as you (Mr. Big Spender) gets. I am
sure he has already called another news conference to address your
needs!

In closing, I bought Apple Care with my Macintosh, when I call the
number on my warranty, I get prompt/quality support.

Maybe when you call there should be a prompt that says, "Please Enter
the amount of money that you sepent with us this year" The higher the
number the shorter the wait time......Pleaseeeeeee.


Its people like you that make other people hate people with money.
What ever happen to treating everyone the same? What happen to
eqaulity?

Please....I'm sure other posters will do a better job than me, but I
feel better now.