Linked by Thom Holwerda on Sat 19th Aug 2006 22:01 UTC
Newly published data from the American Customer Satisfaction Index show that Apple leads other personal computer manufacturers, beating out Dell, HP and others. On a 100 point scale, Apple merited a score of 83, according to the ACSI, a 2.5 percent year-over-year increase and a 7.8 percent increase from 1995, the first year the ACSI measured the PC industry. The annual ACSI is sponsored by the American Society for Quality and University of Michigan's M. Ross School of Business. It's derived from phone interviews with customers contacted by using digital-dial telephone samples. More than 70000 consumers are identified and interviewed annually.
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Member since:
2005-07-06
Who have never had to call AppleCare to get a dead MightyMouse replaced, and then had an Apple tech support representive waste 45 minutes of their life on a call that should have taken 3 minutes by having them try things that have nothing at all to do with the mouse being dead, before finally admitting that yeah, the mouse is dead, and sending you out a new one... This even after you have told them you already tried a different mouse and it worked fine, as well as the the fact that the problem you had with the mouse is a widely known design flaw that has killed thousands of these mice.
Not to defend Apple, but you do realise that these employees whom you are currently deriding with your post actually have to follow a proceedure before they can offer a solution, such as ordering a replacement - there is a company policy set down that they must follow as to remove any possibility that the user, not the component is at fault.
I have worked in the 'customer service' side of the equation, and you would be surprised at the number of users who ring up, and viciously claim that they're a computer expert, and according to their expertise, a particular component is broken, and its all the companies fault; after going through the set proceedure, its actually found that the end user hasn't installed the drivers correctly, installed batteries or something mundane, completely unrelated to the actual functional (in regards to whether the product is faulty or not) state of the device.
This is no different to Dell, for instance, who will tell a customer to run a certain utility - in the case of a hard disk, they'll ask that the customer runs a certain utility which will test and diagnose any possible hardware errors, if there are hardware errors, the programme will come back with a error code, to which the customer care representative can pair up with a possible match on the database and provide a possible solution, which could include a replacement part, but alot of the times, might simply be a matter of the hardware not at fault, but the drivers installed, BIOS setup, or another software related issue