Posted by Doyle
I purchased an iPhone last week (I’ll write more on the device in another post) and had some issues getting it to sync with my Windows computer. I know, I know… all the Mac fans are saying "get a Mac." Actually, based on my first-ever experience with Apple tech support, that’s more likely than ever before.
Long story short, the issue was a complex one, and I was escalated to a specialist. The good news there was that the first person to answer the phone quickly ascertained the issue was not simple ("Did you reboot?") and got me where I needed to be right away.
I was transferred to Frank, and we ended up spending a couple of hours on the phone together. Usually, two hours with tech support would be right up there with a bad dentist appointment — and it wasn’t how I wanted to spend part of a sunny Saturday afternoon — but Frank was outstanding. It was clear he was determined to fix my problem, not get me off the phone. We brainstormed ideas, he emailed me links and articles while we were on the phone, and he provided me with his direct line and email so I could quickly get back to him if further issues arose.
Even better, I’ve received two emails with links and information in them and a follow-up phone call from Frank making sure I’m a satisfied customer.
Believe me, I’m a satisfied customer.
If this is any indication of the customer service and support Apple provides to its customers, I"m a step closer to understanding the legions of rabid Mac fans out there.
Who knows? Maybe my next computer will be a Mac. If something goes wrong, I can always call Frank!
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