Apple Service > Dell Service

Wow.

Apple service rules. I just called to update my shipping for my MacBook. And there was no problem getting that done. They always switched me to multiple reps at Dell when I needed something. And I was only on hold for about 10 minutes. And I was always on hold for 30 minutes+ with Dell.

Apple is the best.

 

Yeah, thats what happens when there are millions more Dell computers out there than there are Macs...

 

The number of computers out there is still no excuse for quality of customer service, if the number of calls is increasing, its the company's job to hire more. No excuses. People don't pay for customer service to wait, we all got lives too.

 

meh, you also need to keep in mind apple doesnt carry as much variation in their products as apple does.

 

O'rly?

I wonder if it was the other way around.

 

What?

I already knew that, its one of the advantages of being a company that has control over their hardware that their Operating system uses.

Also read over what you typed again, I figured it out myself but I had to read it a few times.

 

hmmm... discoloration on the white macs that have been reported, apple's acknowlegement of some recently built computers SUDDENLY TURNING OFF, frequent problems with heat (not just related to sony battery recalls), inabilty to properly run Windows (bootcamp doesn't count in my mind as not all features of XP will properly work), users having to RMA multiple times, and many reports of apple ignoring major problems unless lawsuits are possible. iTunes7 is apparently a joke.

sounds like they are just like every other manufacturer out there...and i'm not kidding about that.

dell sells over 70,000 computers alone PER DAY (I asked a sales manager once, and he was nice enough to look it up for me)...apple probably sells a tenth of that, if that. you can only add so many support people before budgets, management, and their usefulness actually become a hinderance. it is called the law of diminishing returns.

also, see here and here.

in my view, having all the software and hardware under one roof is a major mistake...if a problem affects one part of the company it might (or WILL) affect other parts.

please do not get me wrong, I have nothing against apple...I just don't like the idea of people believing that apple is perfect.

 

Well, If you don't have anything against Apple, then why are you trailing over from your Dell section to bad mouth Apple? Sure, I'm bad mouthing Dells service. But a lot of people do. And I'm doing it in comparison to Apple service. And bringing up a discolouration problem with white MacBooks is kind of pointless when you can see in my sig that I am getting a black one.

 

Apparently customer service is a touchy issue here.

Just ignore any comments about other companies.

I have yet to use AppleCare yet, my Macbook is still running strong and its week 25. Anyways like I stated in the other thread Apple is currently residing in the Top 3 for Customer service along with HP and Lenovo according to the most recent study.

The whole discoloration issue is months old now.

 

sigh...Dell isn't even close to perfect, but neither is apple. and for the record, HP and I haven't always gotten along either, yet I still buy their products on occasion.

while i know you are getting black mac, i just wanted to point that out.

and to be far, i'm going to point out that alienware has its own problems with ignoring complaints, sony has a host of problems right now (see battery recalls), and i'm trailing over from a dell forum in which i've highlighted some of their more positive aspects as well as pointing out when their service isn't top notch.

also, weren't you seen recently on the Dell forums trying to get a M1210 ordered? that same order that got cancelled and lost because of a 7200RPM drive shortage? you didn't even get a chance to speak with Dell techs (which some are actually good...i have experienced that), because you never even got the computer!

 

i do hope that the macbook works well for you! i'm glad you finally did get a computer!

 

Yes, I was trying to get an M1210. But Dell screwed me over too much. I was fed up with even getting the thing orderd. And my problem wasn't the 7200rpm drive (mine was 5400rpm) And the Core 2 Duo couldn't be the problem. The money in my back statement was never touched. So they had a problem getting my order even on the confirmed level. And I was sick of calling everyday (sometimes multiple times a day) with 30 minute+ waiting times to talk to some indian rep that I could barely understand. So I said: "Screw it!". And made my final call to Dell to make sure if there was an order. Again, they told me there wasn't an order (After telling me a few days before that it was in production). And told them "Good. I was going to cancel anyways" And then checked my bank statment again. Money was still there. So I orderd a MacBook as quick as I could (being my original first choice). I placed the order for my MacBook. And within 30 minutes (as much time as I would be on the phone (on hold) with Dell) I got a confirm message saying my Mac was orderd. And I was happy with Dell's services ever since.

So you can see I'm going to be on the Apple section insted of Dell because they have a WAY better costomer relation. And I like that. Very much.

 

I don't consider myself an Apple zealot, but xbandaidx nailed the question. If Dell sells more, it should invest more in its costumers. It is not what it seems to be happening.

 

The reason is not the number of computers sold. The reason is margins. Most PC manufacturers are in a price war and therefore have zero margins. When they make nearly nothing on the computer, they have to cut costs. The most expensive part of selling computers is support. So they outsource it. Get less qualified people who don't really care and usually do not know how to fix your problem. Apple does not suffer from this. They make money on their hardware and can afford to pay for good tech support. People talk about the Apple premium, this is what it buys you. Also, look at the last PC Mag, they ranked Apple #1 in all the support categories.

 

I'm pretty impressed... not bad for a random guess of how many computers Apple sells in a day for the non-holiday season. It's almost spot on.

 

I agree - I've experienced tech support through Dell and Apple and I have to say Apple's customer support is much better than Dell's (except if you own a business notebook - in that case, its on par with Apple's).