[Ipg-smz] Why I like Apple

[arnieswap at gmail.com]

I don't know how much repair Apple outsources, but what I do know is that
when you take your device they create a ticket with exact problem, then
they run their own diagnostics, and then they also give you a report on
what was fixed. I am pretty sure that all of this is fed back into the
system. Whether Apple uses this info to improve the product of nor is
unknown to me. It would be unwise for them to not do so. I switched to
Apple as my primary machine for work in 2013 (I do run Linux and Windows on
Dell and Surfacebook machines + a custom PC), primarily because of Apple
Care and relatively shorter repair window. I had issues with the screen on
my MacBook Pro (the latest one). I dropped it at the store and I was told
to expect it in a week, by the time I reached home (after 2 hours) I got a
message that the MacBook was ready for pick-up. These might be exceptions,
but I have been happy with their service so far. And that is why I sold my
Note 8 and moved to iPhone as the primary device (Samsung charged me for
shipping and deductible, despite the fact that I had 'whatever' care and
they were charging me $120 per year via Tmobile); if you can't offer such
support for a $1,100 device, I don't want to be your customer.

Swap

On Sat, Nov 17, 2018 at 3:32 PM Stephen Satchell <ipg at satchell.net> wrote:

> On 11/17/2018 11:18 AM, Patrick Corrigan wrote:
> > This is another reason why the practice of outsourcing customer tech
> > support is a bad idea. Every customer call is an opportunity to learn how
> > to improve your product. Separating this function from your product
> > design/engineering loop means you don't get this feedback and your
> products
> > (and, ultimately, your customers and your business) suffer.
>
> You know this.  I know this.  It's especially good if the designers are
> "in the loop" for field service and technical support.  LOTS of
> opportunities to learn from your mistakes.
>
> The problem is that damn few products have the margins to support good
> support, or the importance to win service contracts.  I was fortunate to
> be in the bank equipment business, with healthy margins on million
> dollar sales, plus service contracts that were considered par for the
> course with the clients.
>
> The company had an apartment on 63rd and the Lex in NYC (to save on
> hotel bills), and I had the yearly trip to Atlanta for one reason or
> another.
>
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-- 

Best Regards,


*Swapnil Bhartiya*
Founder & Editor: www.TFiR.io
Freelance Journalist | Science Fiction Writer | Filmmaker
Specialises in Open Source & Emerging Technologies
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