March 04, 2004

Apple's iBook Recall Programme mk II

Some of you might have read my first episode on the iBook recall programme story. Well the news now is - there are not a lot news actually. After 18 days the iBook is still with Apple and appararently parts are ordered (hmmm... that'll be the main board then - I hope !).

The frustrating part of it is though that no one is actually able to give me a status update. My friendly local Apple dealer gave me Apple's contact details and I spoke to a friendly, oriental sounding lady somewhere on the other end of the planet. She found a message on the system that "repair has begun". But that's really all she could tell me. No indication how much longer it would take - nothing. I mean, she has no options either: after all, the iBook is in a repair department somewhere in Europe and she sits probably somewhere in India.

This is actually a phenomenon I have come across fairly often recently: Companies set up these call centres somewhere far away and route all annoying calls there. Call centre staff usually speaks English with a very strong accent so communication with them becomes somewhat difficult. I call this "One-Way Customer Service", because whenever you ask these call handlers to speak to a manager or superior person if you have a complaint, the reply is the same: "Sorry, sir, but there is no one here to speak to. Our managers are not customer facing.". In addition, if you ask for an address to direct your complaint to, they only tell you that this wouldn't make any difference.

How hopeless does this feel ? You have an issue, you feel treated unfairly... and all you can do is speak to someone who can not make a difference at all.

I really have to criticise Apple as far as this is concerned - they might have great products but their customer service and dealership communication has to be rated as poor, in my opinion.

Posted by Michael at March 4, 2004 01:06 AM
Comments

well it's all mainly about costs obviously. However I also have the suspicion that it's just very convenient for many companies - Apple being one of them- to simply put these "coplaint-receivers' far far away, thereby making sure that they can't really do anything to help the customer with his problem.

Posted by: Michael at March 4, 2004 07:51 PM

i reconstruated your text a little bit =) :

I really have to criticise Apple as far as this is concerned - they might have "great products" but their customer service and dealership communication has to be rated as poor, in my opinion.

only a joke...

but your right. its a shame that you have got to cope via phone with someone who sits in india when you want to know how your noteboob is. and anyway can you give me any reason (in a positive way for apple or its customers) why they have got acall center in india/dont have a call center nearer (for example here in europe...)?

Posted by: Sebastian at March 4, 2004 09:30 AM