What Is It Like Working For Apple Customer Service
Is Apple client service skilful? 2020 rating
Apple'southward been strutting effectually — Connor McGregor-way — as the reigning king of laptop tech support for the past couple of years. Does the tech giant notwithstanding have its customer service charm? I had to channel my inner detective and find out myself. Whipping out my all-time Oscar-worthy acting operation, I masqueraded every bit a damsel in distress in need of Apple's assistance with the following queries: disabling automatic updates, downloading Microsoft Edge, and turning on Night Mode.
Apple's phone-back up experience, with its shared-screen remote assist and helpful agents, was painless and pleasant. Equally a cherry on pinnacle, Apple's online live chat offered a dash of humor that left a positive lasting impression. Apple tree's Twitter support, on the other hand, paled in comparing to the tech giant'southward phone and live-chat service. Despite this, I'd recommend Apple'due south customer service — merely don't tweet Apple for help.
- Best Apple tree laptops
Apple tree tech support
| Overall | Web Score | Phone Score | Avg. Call Time | Telephone Number | Web Support |
| 85/100 | 51/60 | 34/40 | 10:02 | 800-275-2273 | Link (opens in new tab) |
Live chat, Twitter and Apple Support app
My co-workers' jaws dropped when I told them that the ubiquitous Apple make did not take a tech support platform for Facebook. Merely the Cupertino-based tech giant makes up for it by providing iii other avenues for help seekers: live chat, Twitter and an Apple tree support app
Pretending to be fed upwards with Safari, I asked a alive-chat amanuensis — Florida-based Geovani — to help me install the new Microsoft Edge browser on my MacBook Air. I was expecting Geovani to protest, but instead, he kindly typed, "I understand your concern and would exist happy to squad up with you to discover the best solution." This might take been a canned response, only I appreciated it notwithstanding.
In 10 minutes, Geovani patiently guided me through downloading the Microsoft Edge browser, and he even had a sense of humor. After installing Microsoft Border, Geovani asked me if I saw the icon appear on the bottom dock. When I said yes, he replied, "Expert, now let's express mirth at information technology!"
My feel with Apple's Twitter back up wasn't near as eventful. At 12:24 p.m. EST, through Twitter's directly message system, I asked Apple to help me turn on dark style. Two minutes later, I received a reply that said, "Certain thing, we're happy to help. Y'all tin can learn about the requirements, and how to use Night Mode here." A link to an article titled "How to Utilise Night Mode on Your Mac" (opens in new tab) followed. That's it? Are yous non going to walk me through this, Apple tree?
The third platform I used is the Apple tree Back up App that I downloaded on my iPhone. This fourth dimension, I wanted to know how to disable automatic arrangement updates. After navigating through Apple's archive of assistance articles on the app, I couldn't find anything that specifically outlined how to switch off unauthorized updates. Merely to be fair, Apple's excellent live chat and phone support — chock with helpful, human being agents — eliminates the time-wasting burden of writing an commodity for every single possible question that could popular up in a customer's mind.
Telephone support
Brandon, a top-notch tech-back up amanuensis from St. Louis, provided me with smooth-sailing guidance when I asked for help with disabling automatic organisation updates. At 8:20 a.m. EST, using a remote screen-sharing service, the friendly amanuensis articulately guided me through ticking off the automatic updates box. On elevation of that, Brandon spotted that my time zone was incorrect, so he volunteered an extra 2 minutes of help to provide instructions on how to rectify this consequence. Bravo, Brandon! My chat lasted no more than than 10 minutes.
My experience with Amir, on the other hand, was mediocre. He was friendly, but a little disoriented. When he asked me for my name, he forgot it a few seconds later and called me "Ashley." He apologized and said, "Information technology'due south been a long solar day."
At one:34 p.m. EST, I asked Amir to assist me install the new Microsoft Edge browser. He seemed to be in disbelief that I would need help with such a simple task. He asked, "Did you have issues downloading it from the App Shop?" What Amir didn't know, though, is that i cannot download Microsoft Edge from the App Store.
Amir, notwithstanding radiating a warm and friendly aureola, inaccurately guided me to the App Shop to download Microsoft Edge through the remote screen-sharing service. Realizing the flub, he so instructed me to click on Safari to search for Microsoft Edge. From there, he helped me install the new Microsoft Edge browser. My telephone call with Amir lasted 10 minutes and 12 seconds.
Tiffany — a Virginia-based tech agent — may deter Apple tree from climbing to the summit of the listing in our 2020 Tech Support Showdown. She was my quickest phone telephone call as 4 minutes just whizzed by, just this isn't praiseworthy; Tiffany was rushing me off the phone.
When Tiffany first picked up my call at 5:17 p.m. EST, she was having some witty banter with a nearby co-worker. When I said "Hello?" there was some silence for a few seconds, and so Talkative Tiffany suddenly transformed into Tactful Tiffany. She code-switched into her professional vox and began her customer service script. Tiffany wasn't equally friendly and warm as Amir and Brandon, simply she wasn't boorish, either. I'd draw her every bit "brusque."
I asked her how to turn on Dark Manner, and she hastily blitzed through the process. She was right on the money with her guidance, simply I wish she didn't accept such a "bustle upwardly, you're wasting my time" tone. Tiffany's impatience with an undercover spy (who happens to be one of this twelvemonth'south judges on Laptop Mag'due south Tech Support Showdown panel) may knock Apple off its undefeated pedestal.
Warranty
Apple tree will swoop in and save the day with costless telephone technical support, but just within the showtime xc days of product buying. If you need an Apple amanuensis to be your helpful hero beyond that time frame, you'll have to pay up. Through AppleCare+ (formerly known as AppleCare Protection), you can lock down iii years of telephone back up coverage and hardware service. For $99, you can secure coverage for screen and external closure damages, and for $299, you can snag coverage for other blows to your laptop.
In one case you've snagged AppleCare+ coverage for your device, you lot can find out how much time is left on your plan with our Apple Warranty Check guide.
Bottom line
This year, the calls I made to Apple started off with a blindside with a fantastic Missouri-based tech support amanuensis, but my satisfaction plummeted into disappointment due to the lack of professionalism that emanated from my rushed chitchat with Tiffany.
This year, the average telephone call time increased by 3 minutes and 22 seconds, but my experience with Tiffany proves that a speedier telephone call does not lead to better customer service. For instance, although Amir struggled slightly in the beginning providing authentic instructions, his friendly personality and willingness to assist made his service charming — I even forgot that he misremembered my name.
If Apple tree wishes to shoot for a college score in 2021, I'd make an out-of-the-ordinary proffer to the tech giant: increment employee morale to re-energize tech support agents, especially those in call centers. Though Brandon had a lively energetic tone, Amir commented that he had a "long day" and Tiffany seemed disengaged and aloof.
Despite a few hiccups, Apple'south tech support is solid. At outset, I was hesitant about assuasive a tech agent to remotely admission my MacBook Air, but this shared-screen service ended up being my favorite part of the process. With a few tweaks, Apple tree could attain the tiptop of tech-support perfection.
- Scorecard and Winners
- Acer
- Alienware
- Apple
- Asus
- HP
- Dell
- Lenovo
- Microsoft
- MSI
- Razer
- Samsung
What Is It Like Working For Apple Customer Service,
Source: https://www.laptopmag.com/articles/apple-tech-support
Posted by: andinoalearand.blogspot.com
0 Response to "What Is It Like Working For Apple Customer Service"
Post a Comment