Apple Customer Service Experience

[navyclock]

Zack Hurd

Senior Advisor Apple Technical Support

877-388-0879

11am to 8pm Central - Sat to Wed

zhurd@apple.com

[Lupercio93]

Doooo it!!

[Smee2000]

rofl. Yes, thats probably true. I have certainly noticed a rather large 'elitist jerks' attitude from most Mac ppl, not 100% why they think like that.

Other then being twice the price, and getting treated like a slightly retarded 3 year old by the developers (who wont let you use any other software unless they decide its simple enough for their children to comprehend), Macs and Windows PCs do pretty much the same job.

I consider Macs more for accountants and WPCs for hackers haha.

[Smee2000]

Heh, thats funny, I have had the complete opposite experience with Apple customer support.

[supersjaak123]

@Smee2000 Its because they won't take your windows computer and replace it by a Mac. You've got to own a Mac you know.

[Jacob4Tech]

Do you need apple are to get it replaced?

[mwngw1111]

If you need Apple ONSITE service here in the States, you will probably have a very trying experience with Apple. Your AppleCare contract provides you ONSITE service, but...Apple will almost never tell you that. They will direct you to drive possibly long distances to a repair shop when all along ONSITE service at your business or residence was in your service contract. Apple is very deceptive when it comes to repairs -- check your service contract and demand ONSITE service.

[kritzel789]

OH MY GOD i jizzed my pants cause of your accent...

[CKproduktions]

lol, spellcheck*

[CKproduktions]

spellchack description ;P nice vid though

[Melina2134]

I...am...so...jelous...of...yo­ur...ACCENT!!!

[pf126p]

This is pretty much my experience. I had an issue and they replaced my MacBook, and I got another high-ticket item out of the deal for my troubles. For everything you get, from the top-end hardware and the design to the peace of mind, it's well worth the price to not have to deal with "the other leading brand brand." Not to mention the "other leading OS." And, really, I can't even complain about the price. There are actually considerably more expensive PC laptops of the same nominal spec.

[CsweS]

Mate, you're like the hottest thing ever.

Seriously.

[likethepear]

Totally!

[strickmans]

wat kind fo macbook do u have

[GarryBacon]

17" now !! :L

[PhillipxPhunk]

It's load different in America. ;D

[GarryBacon]

how ??

[TheCOOLNINJADUDE]

apple rocks! my iphone 3g had a couple hairline cracks near the charging port and I took the phone to them and they gave me a brand new iphone. yay!

[pugzlie18]

For me the service sucked they agreed to fix my iPod the next day the box came so I sent it in the mail it was supposed to be next day shipping a week layer they got it then 2 weeks of "inspecting" they say they won't fix it because of water damage but my iPod hasn't been near water. Then 4-5 days later I get it back it wasn't fixed but it was wet. I don't no how it got wet but it was wet

[wannabeboarder]

yes i just sent my ipod in because of firmware problems, it would not restore and when i sent it in and got it back they claimed was damaged by a strong external force! there is no sing of any damage, it has never benn dropped or anything. Its bullcrap.

[ssiso8]

blah blah blah :P

[ManRayDali]

The iPhone does not have a hard drive.

All the data on it is stored in flash memory.

The software problems you described would be solved by doing a format & restore to the phone.

[alex42092]

yes to seeing an unboxing :D

[Darkstarghost17]

my white 13 inch macbook screen broke and we payed the cost but they jammed the superdrive then they fixed that and then they fried my computer and then replaced it with the new model and duoble the stats for free apple rocks

[stellarv23]

Unboxing

[jccfis]

Do the unboxing!!!

[millymollymandy16]

Sorry this popped up in my sub box again and I had to tell you hat thumbnail is hilarious.

[CodyB94]

make that video

[RatedRKO92]

unboxing!

[5botball]

please make that video

[alazari]

The problem exists when you don't have apple at your country ( Greece ).

[natrino84]

People who say you get the same with a pc as mac just with apple logo stuck on it and a big price premium dont know what they are talking about and dont understand what goes into making a mac.

[samol]

What you lie good sir! apple does not make products that break! (sarcasm)

[ConorHarrington]

near the end your voice is out of sync and do the unboxing of a 17" MacBook Pro

[RhubarbCustardJelly]

Unboxing and overview stuff :)!

[Idasvideo]

yes to UNBOXING

[chasesmith8011]

Mitch get the 17'' I have it and love it the resolution is amazing

[Webcam9000]

I would love both of those Video Suggestions :D

[theorangemnm]

were you on apple care?? im not sure whether to take apple care out on my ipod touch or mac mini

[MattsTechReviews]

Apple customer service is very good I had a similar experience with my iphone 3G

BTW I would like to see the new computer unboxed

[zenrana99]

yeh can you make that video it would be great on how to get a new laptop from apple.

[justchilliwithindo]

unbox

[ell132]

do you recommend buying the apple care plan and please do the un boxing thanks..

[jamesybach94]

unboxing(y)

[robertsammons1]

if your getting 17 for free go for it, and do unboxing of that :)

[HardlyNormal12]

I've had to contact tech support for Toshiba and HP through working in a tech store for tech support...Toshiba: I was on the phone for 25 minutes and hearing the same tape over and over and just gave up and booked the laptop in for repair! HP I was on hold for 5 mins, and got to talk to someone who put me on hold for another 5 mins while I was put thru to tech-support, then talked to someone else for 5 mins, then on hold for 5 mins, while they created a case number for the return authority=38min

[antz2811]

yess. unboxing! :)

[TimurDaFunk]

do the  unboxing please

[ajballways]

do a unboxing of the macbook pro

[Haziel83]

You just got lucky! nothing more.

[Pigfishlover]

i wanna move to nyc so bad.....

[jaydenistheking007]

yes do the unboxing please

[saiisthebest]

unboxing please.

[saiisthebest]

yeah

apples great, especially their genius bar.

my iphone kinda broke, and they gave me a new one, no questions asked.

[awrc64]

yh do the unboxing

[S1aye12]

Unboxing for sure.

[LeodimeII]

I don't have a problem paying a premium, but not when it's a thousand dollars over a PC that's more powerful. I'd rather spend $1300 on the latest Dell notebook with an i7 than a MacBook. That's just how I roll.

And from my customer service experience with Apple, I'd rather not deal with them very much in the future. Except when I get an iPhone.

[OoMrBenoO]

Love the English accent.

[theapprev]

What does ASAP??? Means???

[thevideoguy666]

as soon as possible

[AUSmactec]

Would love to se the how to vid and the unboxing. Can't fault Apple's service.

[eig121]

definitley wanna see a vid on how to talk to them

[chetissweet]

When you get a new one.. do you have to send your old one off or can you keep the screwed up one??

can someone please reply I'd really appreciate it.

thankss.!

[brennolu]

New Mac Book, new unboxing, ASAP! =D

[ammo1985]

Unboxing please

[tahnolikessharing]

customer service is always great if they replace your equipment. lol.

[jake199794]

That would be great

[hasibul1]

do the video! i love your videos

[imigcast]

i just recently purchased my mac book pro. because of work and what not, i couldnt go in to the store and get oriented on how to transfer my pc files to my new mac. i go to genius bar and talk to 2 people (seem very snooty) i get sent to the guy who books appointments. he leaves to try and get me an answer. doesnt get back to me for another 20 mins, to let me know they can only do a migration if the purchase was made within 15 days. WTF i just spent $2,000 on a new computer!

[ManRayDali]

It's really not hard to do it yourself. Just use an external hard drive, formatted for Windows (but not NTFS)

Copy your user files to that, then plug the HDD into your Mac and drag them into your Home, Docs, Music, etc. folders. For address books, internet favorites, etc. you will need to use the import/export feature of your apps.

[abcborgess]

Do the video and the unboxing

[jcforpresident]

unboxing please

[saltysuicide]

unboxing please

[agnusongs]

yeah, plz do the unboxing :D

[marksapollo]

Right, first one had the power board fail - known fault. And all my unibobdy Pros have ben faulty out the box hence why I had 3, oh why not say it's the couriers fault eh cause Apple are perfect right?

[flexibull]

So did you buy the Apple care pack to get this kind of help?

[pkerry12]

100% correct!!! hehe Apple rocks with warranties!!!

[Skare567]

unboxing!!

[psychoclown420]

yeah that thing is pretty freakin big, and the older model seemed even bigger

[attackofthepoprocks]

Dell customer service is okay. I've sent my laptop off before for a MOBO replacement and a DVD+RW replacement, and they fix a ton of other stuff.

But it takes forever.

[ajmunro16]

Please do the unboxing!!! :)

[msfililocalola]

ha anyone said that u r sexy, cuz YOU ARE!!!

[iPodTouchFanboy95]

i agree apple probably has one of the best customer service! but dell is atrocious i bought a monitor and it was the wrong one and i couldnt return the unopened monitor back to get the one i wanted so i have to use this one! >:(

[psychoclown420]

please do the unboxing :)

and btw, i would go with the 17" because it also has greater battery life than the 15" and 13"

[phyl1610]

well just wait until the 5th time and they _h_a_v_e_ to replace it

same thing happened to me (my old ipod photo was replaced with the newer ipod video)

[uum6]

Apple needs good customer service to make up for their shitty hardware ;-)

[iStu91]

lol douche

[marksapollo]

Having had 2 unibody Macbook Pros with faults from the factory, an older last gen Macbook pro fail in it's first 12 months, and the new trackpads are crap. Not to mention my current unibody MB Pro has really back backlight leakage in black screens,

I agree with you.

[BLZR52]

Unboxing :)

[TheVideoMastr]

im getting a imac 24" sounds good

[JUN41D24F4R]

Do the unboxing pleaseeee!!! Apple rules. Dell has the worst customer service lol

[RLiighty]

Result! Apple are excellent, just waiting for Santa to bring me my new MBP...

Great video mate!

[liverpoolyf]

unboxng

[alistaircochran]

great vid. ive got a problem with my macbook atm so would be great to see how to get the best out of the apple service. unboxing would be cool

[mitch625]

probably as i only used the isight and i am using the broken laptop as we speak lol. POS :)

[jessywilson]

I would personally like to see your next video about making a background =]

[dannYtroioi]

cant wait til tht apple calling guide video is posted!

[dinonoce]

yes, do an unboxing when you get it

[MajinFrahma]

Yeah the 15'' is the best choice probably unless you really can't live without the extra screen real estate.

[chubbylord]

go for 15" the 17" is way to big to be carrying around

[metallicxsquink]

do both of the vids

[flycrusher]

unboxing!!

[srayw]

an unboxing video would be cool!

[MrLewiis]

do the unboxing vid

[misterbanh]

unbox and apple care phone call please!

[AppleAficionado29]

they are really just amazing... not one bad experience for me... and yes unbox that sucker

[rnksanchez]

You are missing the point, something so expensive shouldn't break so fast. You are not the only one who has experienced such bad apple quality, I would know, I have had boatloads of problems with their products.

[mitch625]

Yeah but dont forget were probably only like the very few percent that do experience the problem, millions of other products out there as well..

[itachiowns]

my super drive has broken my hard drive has crashed but they fix it every time

[Crazy1Blake]

YES ON THE UN BOXING

[SportsRreallyFun]

unboxing vid

[Frezkee]

Skit would be great! Apple deff it a good supprot company. Better than most hence the large loyal fan base.

[backpain123]

they replaced my 20 inch imac with the new 24 inch imac.

[macprorocks]

My brothers 2008 macbook pro was sent in twice because of a logic board repair. It cam back the second time, and the problem was happening again. We called them and no questions asked, they sent him a brand new 2009 unibody macbook pro that was faster and more expensive than the one he had.

[JKswimmermko]

wait were u in warrenty?

[bmdmaloclm]

Apple care is the warranty.

[DudefishDoohikie]

Unboxing plz

[guitarhalo1213]

i dont like how yuo have to pay for phone support. i just go too the apple store. my ipod broke and they dint even check my warranty :D

[ahjjones]

Sounds good! Apple support is the main reason they can justify the higher upfront cost. Yes, we'd love new Macbook videos. ^__^

[designedfor]

PC technical support goes to Indians named "Tommy"

[fernando1258]

That would be awesome if you did the unboxing

[lorikzzz]

yeah do an unboxing

[TechnoChromatic]

yes for unboxing...

[elcatracho991]

yup unboxing plx

[LockwoodKatie]

Awesome video! But definitley would like to see those videos!

[AlphaComputing]

unbox it!

[MissDjDePo]

Not true unless you're referring to water/screen damage. My vibrate switch quit working...replaced it no questions asked. Now if you have a damaged screen or water damage, you can pay $200 to get a new one.

[TheForgotenMusic]

im going to do this near to the warranty year so i get it new, and yes we want any video you are willing to do... lol

[uarescared]

do get to keep the old one... make one wit u talking to them

[SubJuiced]

wow. you got really lucky. looking forward to the how to talk to them video.

I think you should make the title of this video "Apple customer service experience'. just thinking out loud....in text form.

[mitch625]

Just changed it now :)

[themactasticshow]

Please make a video! My battery died after a year and I had to buy a new one!

[izak1992]

APPLE IS THE BEST!

do an unboxing video

[avalover5498]

I work for Apple iPhone technical support, and I can tell you everyone I work with loves their job. We really do care about our customers. =)

[mitch625]

Here is a cyber hug lol.

You guys are like.... i dont know really ha

[chetissweet]

Ooohh how old do you have to be to get into a job like that?

[Rat5]

unbox it and make the other video too...

[jebulol]

UNBOXINGS ROCKS!! so go for it!!

[MrRichmond1995]

hey Darryl have you moved round your room?

[1kris007]

Apple Customer Experience = ACE! :)

[iGenius101]

Do do the apple vid!! Cheers

YES I WANT THE UNBOXING

[iammysteryman1234]

unbox it

[georgel1510]

yh unboxing and the other vid.

[maxvandewiele]

yeah an unboxing would be cool... and till now i never needed apple care...

[GOLDY449]

If your macbook (pro) has been repaired more than 3 - 4 times by apple. You can request a replacement no questiosn asked. This is in the terms and service of applecare service.

[curiositea85]

Yes! I want the unboxing :)

[AnyTechReviews]

My experience wasent that great, took 45mins on hold and they didnt do much to help.

[rexrodecolt]

unbox it!!!

[ComputerGeek396]

Another reason to switch to Mac, I've had the misfortune of having to deal with Dell customer service. :(

[mitch625]

have you seen jon4lakers video about his dell experience?

[ComputerGeek396]

Yes I have.

[XmehdiabdulX]

its hillarious

[NuMb3r1PuNjAbI94]

switching to those over priced pieces of crap is dumb.

[ComputerGeek396]

Naaaaaah.

[NuMb3r1PuNjAbI94]

lol? there aren't any good reasons to switch to a mac except for customer service.

[TalesOfWar]

They're expensive, but saying it's "over priced" is a little much. I know it's subjective, but you really do get what you pay for with a Mac, or anything from Apple really. You pay a little more but get so much more, even if that "so much more" is "less". Like less problems, less crap to unsintall before you can actually use it, less time spent maintaining it so you can actually do your work. I have friends who buy Macs and have too much spare time as they're used to fixing Windows in the past.

[TheF1PinkVoltaDream]

in a nutshell, what you pay is excellent computers, not too many pain in the ass and excellent costumer service

[5M1TH2K9]

Yes, do the new video! i want to know what 2 do lol

5/5

[Paolomondo]

apple definitely has AMAZING customer service.

but for the laptop, i would definitely recommend the 15 inch considering it has the SD card slot. plus the 17 inch is a little ridiculous in size. the 15 inch is perfect and slightly cheaper. only problem is that with those specs, the 15 inch is definitely going to heat up a lot faster.

[macnerd93]

I can't wait to get my MacBook Pro :) only 60 more days to go, before I get it. My Macbook has the intel X3100 graphics which lets it down, so the new NVIDIA chipset is gonna be awesome

[PepsiMaxFTW]

unboxing pl0x : )

[AnimationTown]

yep Unboxing please!!

[Macintoshblogger]

TELL ME HOW YOU GOT A NEW LAPTOP PLEASE! lol my MacBook has been sent away 4 TIMES for re-pair, the 1st was the airport card, 2nd was the logic/motherboad, 3rd was the inside cables (all of them) and 4th was a new battery, and yet THERE STILL SAY that i can't get a new macbook ! you are so lucky, sadly i have not had a great experience :(

go for the 17" (think about re-sell value) and yes unboxing please !

[millymollymandy16]

same experience.

[TROOPA99]

so now you have two MBP's ?

[GOLDY449]

no. Apple will give him a macbook pro of his choice from the 15inch to the 17inch. His old broken macbook pro stays with apple. Apple refurbishes it and re-sells it for a lower cost.

[TheF1PinkVoltaDream]

unboxings = today´s geeky porn. yeah, you should do one :P

[macnerd93]

Yeah Apple's support rules. The statistics speak for itself Apple's 85% customer satisfaction rating. Main reason they incorporate the software & hardware, giving the user a much greater experience than any PC will be able to achieve

[johnrc95]

unboxing

[TheSandilini]

I've heard nothing but good things about their support. I think an unboxing would be pretty cool.

[MajorAbzz]

yess make an unboxing plz!

[CasualLuxuries]

Unboxing please :)

[ShakeAndBakeGuy]

I'd love to see a video on how to do that. I'd love to see an unboxing as well. I really want to get a MacBook Pro 13 inch. I love my 13.3 Aluminum Unibody but it doesn't have the battery life and RAM that I want. I could get cheap RAM on OWC or Crucial but a new computer would be even more amazing. :)

[p13oyd]

Great Vid! Totally agree, Apple support is brill! U should make make an unboxing of your new Macbook Pro.

[MacFadden01]

haha cant wait for next video!

[iTouchAppInfo]

go for it!

[FreedomProductionZ]

ye sure id love to see a unboxing. I WANT A MACBOOK PRO :(

[Alantgv]

unboxing please!!!!!

[itsonlydesign]

Great video, please make that video about how to speak to the folks at apple, and please do an unboxing of the new macbook!

[mitch625]

when i quickly read your comment i thought you said "make that video about how to speak english" lol