Lastly Apple’s customer service is now having trouble keeping up with its growth. Don’t get me wrong, once you talk to someone you get great service, but getting to that point is difficult. Apple stores are always busy, and getting the time with a Genius can take days. Online their customer service is non-existent except for a few tutorials, a FAQ’s and a forum that no one from Apple seems to look at or moderate. Heck even finding there customer service phone number is next to impossible on the Apple Service website.
Why don’t they have live chat customer service? Why don’t they moderate the forums and see what the problems are? I called them the awhile ago because location services on my iPhone would not always work. I could find all sorts of post online about this very location services problem. Some on the Apple forum, others on Twitter or MacRumors Forums. To anyone who knew their way around the internet, it was obvious there was a problem.
But when I called Apple, they told me I was the first one ever to report the problem. She then talked to the CS supervisor and he still knew nothing of the problem. I told them to look at their forums. She then gave me an incident number for me to post on the forums so others could call in with the same complaint.
Shouldn’t Apple be doing this? Why are they relying on their customers to take care of other customers? Invest in your customers and they will reward you, even more than they do now. What if Apple was actively monitoring and posting in their forums? Think how useful it would be. Think of all the great ideas that would be shared, and the increase in brand loyalty they would have. (ok it is already pretty hi, but how long can it stay there?)
We are your customers Apple! We make you great! We control your future! If you do not listen to us, we will go away. We are a fickle bunch, and if you do not develop for us, take part in our conversation, or listen to us we will go way!
We’ll we may wait tell Steve leaves, but we will go away.