Apple Positive Customer Service Ratings - page 2

i just bought MACBOOK AIR 2015 on May 27. bcoz i simply know right away that specs and performance are the #BEST compared to the NEW MACBOOK regardless of the retina display. i was supposed to wait for the MACBOOK AIR 13" retina display but i badly needed it already for my job. I just hope #APPLE wud upgrade the AIR to retina while still having the specs and performance bcoz its simply the best. :)

I had a problem with my iPhone and I went straight to the apple customer service chat. A women named Jamaica assisted me. She was very helpful and very, very kind. It was my first time having a problem with my phone and She walked me through the steps to fix my phone and was very clear to me. I cant stop talking about her because I never met someone as sweet as her. I am looking forward to my next problem with my phone because I know it will be as great as this one. She made my day. Before I restarted my phone she game me my serial number for the problem and said if it ever happens again to contact them again and give the serial number then they will start right from where we ended off. Thank you so much Jamaica!!!!!!!!!!!!!!!!!

Hi Apple Team,



Start with ''Thank you Rama Reddy" company who is best in technology and has Charming Empathizing customer support simply leads to be the "Most valuable Brand in the World"

My Experience

A proud owner of Mac Book pro, anything can happen to a machine anytime, my hard disk crashed as per the analysis of ample technologies RT nagar Bangalore and i got a quotation of 16000/- which was a tough information to digest, 14th month experienceing such a problem, as it is my bad luck the 2nd month after my warranty my HDD crashed. Hence, i called apple customer care to share the situation, and let me tell you every person i spoke to was a true listener and not just saying i can understand but understanding the situation. I am sorry i don't remember everyone's name.

Rakshith Kulkarni was the first person who took this up - thanks Rakshith

as there was miss-commutation gap with him, while i reached apple again and shared the situation to Rama Reddy and he took over this immediately with full interest, later Rakshith reached me the same day @ 9PM asking for the required documents even after telling him that i could not reach you i called back asking your colleagues to connect to you but they just dint take the easy way but heard me , asking how can i help me ? Telling Rakshith, Rama your colleague took this up, Even then Rakshith still showed interest and took my Email ID to continue to take it up. that was WOW!

With all of you guys i sense the spirit. YOU ALL are not just someone or working for anyone or working anywhere .

APPLE is a honour and achievement- working for them and being a customer today has reached the same level of satisfaction, this shows the quality of the root till the fruit.

> Purshuram @ icare @ bangalore @ RT Nagar - attended me very well, explained very well, . worthfull quality resource

> Rakshith Kulkarni and Rama Reddy - diamonds in terms of empathy and communication and support.



Excited to collect the product @ June 1st or 31st may if the service center is open.



Thank you again Rama

Cheers Apple

Happy Alive customer

Prashant chatlani & Priyanka Kinger

I used the chat method to talk to an Apple employee about an issue I was having with my messaging app where is kept crashing every time I opened it no matter what I did. Apple's online chatting method was easy to use and I was connected with one of their employees in less than a minute. The worker's name was Michael and he was very kind and helpful. He asked me a few questions and then told me step by step what to do to fix the problem and it worked!

had the most complicated issue ever involving my scanner/printer manufacturer and apple, which none were very willing to take responsibility for. I nearly just kicked the printer (just joking, I need it for work) but this guy Adam from Apple spent over an hour talking me through it and tried everything he suspected might work - even though at this point we were sure the problem was on the manufacturer's side - and it worked!

I called Apple about my iPhone 5S. I was having trouble importing my pictures to my computer and my screen had been flickering for a few months. I was nervous to call customer support because I know very little about phones and such and was afraid that they wouldn't help me. I had also read some Apple customer service reviews that were mostly negative. I called anyway and I was so happy that I did. Their automated answering machine walked me through a few very simple steps in order to reach someone to help me. I was talking to a real person in under five minutes. Her name was Leesha and she was extremely friendly and helpful. She didn't make me feel stupid and addressed all of my concerns. She advised me to back my phone up to a computer and then to call back when I was at a computer so that they could help me.
I called back about two weeks later and had the same kind of experience. I got through to a customer service rep within three minutes. His name was Thomas and he was fantastic. He walked me through a better way to import my pictures because the problem ended up being my lack of experience, and then stayed on the line with me for the entire time it took my about 2,000 pictures and 44 videos to import, about half an hour, to make sure that they all imported correctly. He told me to try to do a factory reset to remedy the flickering, but said it was most likely a hardware problem. He said that if that was the case, they would either repair it or replace it.
Both of the customer service reps were very helpful and neither of them made me feel stupid, which I very much appreciated. I had a really positive experience with the Apple customer service.

Most of these comments are partially or completely false. In my experience with apple customer service, I have NEVER had someone who spoke poor english. The worst accent I have heard was one who had to be from Texas. This is a far cry from most technical support being based out of foreign call centers staffed by people whom barely speak english at all. Also, people complain about hold times. This is ignorant or just plain dumb. You have the option of them calling you back when available or setting up a time for them to call online. If people are waiting on hold for a live person it is because the choose to do so.

The first line support staff are always very kind and if I share with them the steps I have already taken to troubleshoot my problem, it makes the process take just a couple minutes. If it is an issue the first line can't fix, they will pass me on within moments. I have never hung up the phone or ended a chat session that I have been dissatisfied with their support. What people must understand is that most calls are from people who simply do not know how to work a device. First line support is to take care of these issues and filter the ones through that need to talk with a technician. If you help them by telling them the steps you have already taken, they will walk you through the remaining trouble shooting steps and pass you to the technician if your problem is not solved.

My only complaint about Apple at this point is, I cannot afford an additional MacBook Pro for my small business. Given a few years, I will hopefully have all our computers switched over to MAC.

Talked to the customer support and they were great! Less than 10 mins later my problem was solved

I received amazing customer service yesterday at the Halifax Shopping Centre Apple location. They were just able to fit me in as a walk-in when my laptop suddenly stopped turning on (three hours before a major essay was due for my uni class!).

I was greeted by friendly staff and directed to someone to check in. It was a long wait, but they were packed I knew they were doing their best to help everyone.

I was then served by a guy named Josh, who was incredibly helpful and so friendly. I was a nervous wreck and so stressed that I may have lost my entire essay. He calmly explained the situation and was thankfully able to fix the problem.

I am so appreciative of how kind, warm, and helpful all the staff I spoke with were. I hope you are able to see this and know how grateful I am!

I was on the phone for about an hour, i did go through 3 different people. Turns out I had a unique situation, and the iOS Senior Advisor Rep Maeghan was absolutely amazing!!!!!

Thank goodness for Anthony Soto and Danny Badalamenti at the Apple Store in Boca Raton, Florida. These two gentlemen were responsibel for me buying an Apple computer. They were both so very helpful ( on separate occasions ) and gave me confidence to switch from HP to Apple. As you know not all employees are as dedicated and as knowledgable as others. I felt compelled to let someone know the great experience I had at Apple because of these young men. I hope this e-mail gets to the right person since I took the time to write it. Thank you in advance for listening......Jo Greenberg

If have of ye people actually calmed downed, checked online and did troubleshooting then yet issues would actually be fixed. Ye are too obsessed with getting someone else to fix yet problem and not do it yerselfs. No wonder genius bar appointments are full they are for hardware repairs not to do f**king troubleshooting. That's what applecare is for!!!!! That's why the genius bar system was changed. It's simple at the end of the day. If something happens on the screen of the phone or computer (aka in the software) then you don't need a genius appointment - ring applecare. If its a hardware problem use selfsolve.apple.com to setup a repair or a genius bar appointment. But in the current state of things you wont get one if ye keep booking them for someone to do your software troubleshooting

I have had two very good experiences with Apple Support online. Both times, the second just moments ago, I had a support representative who was polite, articulate and helpful, not to mention knowledgable. Both problems were with online popups and they helped me clean them out of my system and get back to being able to use the internet on my computer. They also gave me a case number and a phone number in case the problem came up again. I was very impressed with the quality of customer service.

Used the Apple support for the first time today and I couldn't rate them high enough, very patient and knowledgeable. They gave us a great deal of high quality service and would recommend them to anyone with any issues at all.

Took a while to get back to me but when they did they resolved my issue immediately. Also told me I would receive a refund in 10 days....I received it in 3 days! Excellent customer service!

I do not recommend purchasing an Apple MacBookAir. The power cord came undone within 8 months (wear and tear) and Apple could not do anything to assist me but recommend to purchase a new one for 80.00. You would think a company such as Apple would stand behind their product and be able to replace defects. I have heard similar comments from my friends who will never again purchase an Apple computer. Such a shame that the warranty is not better especially with the price we pay for Apple. Do NOT buy an apple product. You will regret it.

Apple Store

Potomac Town Center

Woodbridge,VA



Best Customer Service ..Terry (Supervisor) and Alix (Sales Rep) were so helpful and supported ...I truly wish them all the best.



Nada

Today, I'm going to give a mixed review of Apple. At first I called them sobbing because my cell phone bill was $900 for my family plan, $600 dollars more than usual. My phone has been using all of the data on my family plan. I used over 15 GB and there are 9 other people on the plan. We're only allowed 30 GB. At first I talked to a woman who sent me to a senior advisor. His only words of advice were "Turn off cellular data on your phone". I have tried to solve this issue multiple times with apple and it still wasn't so I was extremely frustrated. I can't make my parents pay $900 because my phone is broken. My mom started yelling and him and he was extremely defensive and rude and he didn't help at all. We hung up on him and we called again. We were connected to the nicest woman named Lindsay. She talked me through the apps that use the most data and had me turn off the cellular data on those in order to fix the data usage, but also replaced my phone because nothing on it was abnormal. She was absolutely fabulous when resolving the issue. She was the only one that was actually helpful. She brought up issues no one else did. Glad I was connected to her.

The woman who answered the phone for me was very patient with me. I needed password help and did not have a whole lot of my information so it took about a half an hour to get what I needed done. But, she was patient the entire time, even when i ran out of pass question entries. She got it figured out for me. The apple support was pretty helpful in my case.

Very Professional and Patient. I got EXACTLY what I needed solved in MUCH less time than I expected by several caring individuals who worked together to listen to my needs, refer me to the right expert, and get my problems solved.

So satisfied and happy that I called.

I was extremely happy with my Apple appstore customer service. My 6 year-old son ran up about a week's worth of my pay on in-game purchases to my credit card. I called the number on my credit card statement for Apple, which referred me to a web site where I was able to schedule a call back. Apple called within 5 minutes of the scheduled time and resolved my issue within 10 minutes, giving me a full refund for 3 months worth of erroneous app charges. Way beyond anything I had hoped for. THANKS!

I recently made the switch from Microsoft products to Apple products. I have had some issues with Apple TV - which they resolved. I had an issue charging my iPad, which I wasn't happy about how stupid the issue was but the problem was resolved none the less. I am getting used to my Apple computer and they've been fairly helpful with setting up, financing options, shipping, etc.

I love being able to set up an appointment to meet with them, and they're usually very helpful. However, the wait times PISS me off and so do the kids at the store. Obviously thats not their fault, but it hinders their ability to give good customer service because they're too busy dealing with pre-tweens running around stealing stuff from the store. Wish they could take charge of their store.

I was recently at an Apple Store in Barcelona Spain and had a wonderful experience. A young man named Jason Allen was extremely helpful ad well as polite and very knowledgeable. He solved my problem quickly and I felt it was important to tell someone about this person.

I went from just about throwing my iPod away, and swearing against any and all Apple products to realizing why their NPS score is so high.
IPod classic purchased in '09, stopped working about a year ago. 4 months ago took it to local store where they cleared everything to reset it.
1st frustration: brought it home to my PC to see error message about not recognizing due to being formatted to a Mac with zero direction that this was going to happen or how to fix it. Thanks to YouTube and forums, I got it to recognize finally. Only to get another error message about iTunes not being connected to the network.
More forum YouTube searches and no luck.
2nd frustration: tried to get on chat through Apple to diagnose issue, only to be forced to sign up and make an account & then be told to pay $20 since the iPod was out of date. No thank you
3rd frustration: called instead, to get phone support while I was on lunch break at work. Told again $20. But since I wasn't home they could call me back at a later time and I could even ask to get fee waived but no promise. Slight hope.
Stopped by Apple store again to avoid $20 and see if they had any ideas. Sent me away with a few things to try. Little more hope but still not happy about broken iPod and even being asked to pay $20 for help!

Received a phone call as promised. Technician Andrew, very pleasant and easy to talk to. He stuck with me for nearly an hour (55 minutes!) And my iPod works again! He was extremely patient, kind, and so helpful! My faith was restored in Apple thanks to this one tech. I had started pricing out other mp3 style players and was completely ready to be a lifetime apple hater, but one tech changed my mind.

I had another session with Apple support today and it was no different than past sessions. English speaking techs that understand my problem and walk me through the fix on the first try. I couldn't be happier. It's the main reason I keep shopping at the Apple store. I've purchased iPods, iPhones, iPads, MacBooks, and an iMac. Five Stars!