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> I wonder what would Steve Jobs say about this quality of support. Every time Apple does something that someone doesn't like, everyone has a bitch and a whine

> I wonder what would Steve Jobs say about this quality of support. Every time Apple does something that someone doesn't like, everyone has a bitch and a whine about how that'd never happen with Steve around. Get over yourselves. Sure it would. Apple haven't all of a sudden decided "oh look Steve is dead, we can be as terrible as we like now."

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mhd 14y ago
Yeah, Apple never was the pinnacle of support, and that wasn't any different when Jobs was at the helm. I did a short stint as a hotline supporter, so for a change I actually know what I'm talking about… The products on average were quite good and the process was friendly enough, which in addition to the RDF got Apple some good marks regarding customer support, but the big competitors (HP, Dell, IBM) usually had better warranty handling, especially for desktop products (pickup etc.). And Apple had a hard time with the increased warranty periods enforced by European countries (which is still part of their excuse why their products are that much more expensive over there). It's not like Steve personally delivered your fixed product with a ribbon 'round it back in the days.
zachinglis 14y ago
Thank you! I was about to write just this. Their support has always been average at best. Whether Steve was alive or not. Romanticising the time when Steve was around doesn't help shit.
mikeryan 14y ago
Actually to that end Apple last year lost their retail lead (Ron Johnson) to JC Penny, and more recently fired their current head of retail during the most recent shakeup. (Who'd tried to cut costs by reducing retail headcount - a mistake they actually reversed). The retail experience did have a bit of an off year post-Steve, but it seems like loosing Ron Johnson was a bigger hit.

3 ms·

> I wonder what would Steve Jobs say about this quality of support. Every time Apple does something that someone doesn't like, everyone has a bitch and a whine

by charliesome 14y ago

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mhd 14y ago
Yeah, Apple never was the pinnacle of support, and that wasn't any different when Jobs was at the helm. I did a short stint as a hotline supporter, so for a change I actually know what I'm talking about… The products on average were quite good and the process was friendly enough, which in addition to the RDF got Apple some good marks regarding customer support, but the big competitors (HP, Dell, IBM) usually had better warranty handling, especially for desktop products (pickup etc.). And Apple had a hard time with the increased warranty periods enforced by European countries (which is still part of their excuse why their products are that much more expensive over there). It's not like Steve personally delivered your fixed product with a ribbon 'round it back in the days.
zachinglis 14y ago
Thank you! I was about to write just this. Their support has always been average at best. Whether Steve was alive or not. Romanticising the time when Steve was around doesn't help shit.
mikeryan 14y ago
Actually to that end Apple last year lost their retail lead (Ron Johnson) to JC Penny, and more recently fired their current head of retail during the most recent shakeup. (Who'd tried to cut costs by reducing retail headcount - a mistake they actually reversed). The retail experience did have a bit of an off year post-Steve, but it seems like loosing Ron Johnson was a bigger hit.