Thinking about buying an Apple computer?
6 months ago, Consumer Reports evaluated computers giving Apple very high marks for both quality and support. At the time, I could not have agreed more. I’ve convinced numerous friends and colleagues to consider the Apple – often dispelling that “can you do business stuff on them?” myth. I used to love my Macs…
Well, here’s a change. Since introduction of the new Intel Core 2 product line, things have – in my opinion – hit the skids. With each introduction of an operating system update, the programs launch slower. You get to see more of the spinning wheel (the Apple equivalent of the Windows hourglass)…Wait time for phone support used to never be more than 3 minutes or so. Now it is not uncommon to wait for 20.
But the most important change – is who you are talking with when you call support.
It used to consistently be someone very competent resolving software or hardware issues. Not anymore. Now it may take 4 or 5 calls to get an issue resolved. In many cases, I have had the distinct concern that I knew more about preferences and “plists” than the person I was speaking with in support. When they don’t know how to resolve an issue – they put you on hold, while they check their database.
Increasingly, my support calls to Apple (with their paid for Applecare support service) are disappointing.
What irritates me most…is the media coverage. You never heard anything negative about the iPod as it was being rolled out. Yet I know a number of people who have had crashes and freezing that could not be reset. iPod online sites were loaded with frustrated buyers….but the media loved everything about them.
Same story now. Nice, sexy product line – but you know what. I’m holding off on my Apple endorsements for now. I couldn’t recommend them.
Apple quality control in the support realm – is non-existent. Just my opinion.
I can only relate to your part about spreading the word on Apple, as I have done since I bought my MacBook 3 months ago. I would imagine that for every one computer that they sell, that they will sell another 3 just on word of mouth. Perhaps their call centers haven’t grown as fast as their market share. These are problems encountered with most businesses. I use both my windows pc and my MacBook for my business, and since I bought the MacBook, I invent swear words when I have to use my pc. Having now become quite familiar with Macs, the light shines even brighter on how ridiculously slow windows machines are. Regarding the ipod, I personally don’t know 1 person who had the problems that you experienced, so I cannot relate. With regard to word of mouth ratio on the Ipod, I would imagine that for every ipod purchased, another 5 are sold. I am a huge fan, and can’t wait for the Iphone! Please give them another chance.