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Customer service stories
Mike Antonucci of the San Jose Mercury News describes his recent customer service interactions on his company blog. He contacted Comcast and Sony about a problem with a PS3, and Microsoft for another unspecified issue. With Microsoft, after a lot of time on hold, he got stuck listening to someone with limited English skills perform an unhelpful script. Comcast and Sony yielded better results, clearing up his issue.While these three results are one person's anecdotes, do you have any other customer service stories to add to the fire? Which companies have been helpful, and which wasted your time?
Live iPod/iTunes Phone Support
At Slate, Timothy Noah tracked down an actual customer service telephone number for iTunes. Here's the dish: With your iPod serial number in-hand, call 1-800-275-2273, Apple Care Service and Support. Enter 70 at the recorded greeting. If rejected, enter 70 again. When prompted for a product name, say "iTunes". When prompted, say either "Macintosh" or "Windows" depending on the type of computer you're using. When asked if you're calling on behalf of a school, say "no". (Or "yes", if you are, you know, calling on behalf of a school.) After all these steps, Noah promises you a live person at the other end.
Working in AppleCare
Ever wonder what the AppleCare rep you're talking to really thinks about you and your problem? Well, after reading this you might not want to know. Adam Knight has recently left his job in AppleCare for greener pastures and he has written a lengthy post about what it was like. It seem that there was little room for advancement (though I think this isn't a slight of Apple's, rather a common Tech support dilemma).Adam still likes Apple, he just doesn't want to work for them anymore.
