Apple Expert connections not very fast or personalized
Now that you've read up on what to do with that shiny new iMac, MacBook, or MacBook Pro and spent some good time with the instruction manual in one hand and mouse in the other you've probably come to realize that these things aren't exactly perfect. Using a Mac is about as close to heavenly bliss as one can get while using a computer but let's face it, at some point you're going to run into a problem. Luckily for you there's an Apple Genius Bar right around the corner. What's that you say? You live hours away from the nearest Apple store? Fear not faithful reader; Apple is here for you! Read on for my experience setting up a fast, convenient, and personalized appointment with an Apple Expert.
In addition to the wealth of information that can be found at the support site and numerous user discussion forums it is also possible to get hooked up with an "Apple Expert." In the left-hand side bar of the Mac support site there is a section labeled "Get Support for your Mac" with the following text:
"Looking for personalized help with your Mac computer? Simply take a moment to describe your issue and connect with one of our Apple Experts now, or schedule an appointment for later."
What follows is a handy wizard where you log in with your Apple ID and select the Mac you are using and which functional area is giving you heartache. After that there is a calendar where you can set up a time for the Apple Expert to call you. The next screen asks you for the phone number at which you would like the expert to ring. The whole experience is simple and well thought out - similar (yet different) to setting up a Genius Bar appointment.Reality set in about three minutes after my designated appointment time when my iPhone (got a new iPhone, check this out) rang with a 512 area code (Apple's support team is headquartered in Austin, TX - hook 'em!) and I was immediately put on hold, ouch. I was only on hold for a minute or two but it was long enough for me to realize that this was just like any other call to AppleCare. I thought things would be different when the Apple Expert answered. However, my hopes were dashed when he asked me for my model and serial number. I glanced at my screen where my case summary was still open to grab my serial number but my heart ached as I knew this wasn't very convenient at all. I had to recount my woes with Boot Camp as if I had never even typed them up mere moments ago.
I'll be the first to admit the idea is a solid one but the execution is below par for the course. My expectation was that once I was on the line with a human being he or she would have my case right in front of them and we could just get right down to solving my problem. Instead of my expectation I received a machine connecting me to AppleCare and what amounted to wasted time logging in, selecting my product, and explaining my situation in writing. I hope that Apple does make this service as fast, convenient and personalized as they say it is but until then I'll stick with a call to AppleCare when my schedule allows.
Thanks Billy for sending this in!
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Reader Comments (Page 1 of 1)
Taylor said 8:25AM on 12-29-2008
Is this really all it is? A machine calling AppleCare for you?
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scott said 8:58AM on 12-29-2008
What's odd is that it didn't relay the information you had just entered to their data centers. I mean I could see you still having to verify your case number, but that should be sufficient.
Also, I would love to see some sort of VOIP implementation at Apple's expense. As most macs now have mics and webcams, this could be very effective in cutting the stress of paying your phone company for the 2 hours it sometimes takes to solve difficult problems.
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Christopher Price said 9:05AM on 12-29-2008
There are a few things going on here that you probably aren't seeing.
One, when you "get a call from AppleCare", you're actually being bumped to the front of the line, at your appointment time. So, you avoid waiting on hold for any significant period of time. And, at times, even AppleCare hold can take awhile.
(I remember multi-hour hold times back in the days of Gil... look how far we've come).
The lack of the Apple Expert not seeing your description could be a temporary problem... I suspect it is. Apple's backend software often lags in updating to reps/stores. So, that information will likely be seeded to the rep when they take your call in the very near future.
Fast? Yeah, compared to waiting 20-30 minutes, it sure is. Personalized? Stay tuned, it will be.
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dylanbrown said 6:07AM on 12-30-2008
We don't even have this service in the UK!
Scott Gardner said 9:30AM on 12-29-2008
...or why not hire a member of the Apple Consultants Network?
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J.G. said 10:01AM on 12-29-2008
Are you kidding me? You spoke to an English speaking American within 5 minutes of your appointed time and you're whining about it?
It would have taken you longer to drive to the Apple Store than the 5 minutes (only 2 of which were on the phone) to talk to a person.
I remember the days when I had a Dell and the hours of hold time, after following absurdly long phone trees, just to talk to a non-English speaker.
They definitely should have had your info show up on the tech's screen. I would hope that they're working on implementing that.
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oakie said 5:20PM on 12-29-2008
agreed on all points.
i think some are jaded and expecting just a little too much due to a culture of entitlement. granted, we all paid more for our machines, but they're not much more expensive over equivalently equipped computers from other, respected, manufacturers although we can all agree that build quality is far superior; at least for those of us who have significant experience with other brands.
but i digress, just having an actual number to call with a native english speaker on the other end is invaluable on its own. maybe my expectations are too low, but i doubt it. the contributor just seems to think there should be a rep permanently assigned to his machine and available on his whim. THAT is unreasonable.
alansky said 12:33PM on 12-29-2008
"Are you kidding me? You spoke to an English speaking American within 5 minutes of your appointed time and you're whining about it?" --J.G.
My sentiments exactly.
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bshigenaka said 1:24PM on 12-29-2008
I used the service too, and was dismayed to get the same result - until the initial person put me on hold for a few moments and returned with the equivalent of a Genius on the line.
My issue was a deeper one involving a goofy plist issue, but this guy solved it in about three minutes. I have to admit I was really impressed.
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Jeff said 3:08PM on 12-29-2008
I recently made a similar call and it sounded like the service rep got all of the things I typed into the form, just a few minutes into the call. (He commented on how clear my notes were).
And I thought the experience was pretty good. I clicked the "call me" button, my phone rang 30 seconds later, and I was on hold for less than a minute before I was talking to a very capable service rep. His interactions with me were appropriate to my knowledge on the subject (I don't like being treated like an idiot by support). Much better than a Dell or Verizon call.
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William Luckie said 5:46PM on 12-29-2008
I used the service twice without having to repeat any info already provided. The second time I had a case number and that contained all previous info and suggestions made previously. Worked as advertised for me.
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