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Discussion in 'User News Submissions' started by Kaykaykay, May 14, 2013.
Revamped AppleCare means changes for Genius Bar employees | TUAW - The Unofficial Apple Weblog
Thanks KKK, interesting reading!
They think they'll save a $billion? It would be interesting to know how much they'll lose in goodwill (read, sales) by abandoning that well-known and loved customer service. I just can't help thinking something smacks of desperation in that post-Steve Jobs organisation that is evolving now, and whether this is wise commercial management. Market share is already dropping. Would a move like this improve it?
"Trained" sales staff taking my iPad out back of the store to work on a problem that they diagnosed from my, possibly amateurish, description? Not sure about that one at all.
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How would this affect those already on existing AppleCare+ plans?
Sounds like geniuses would be more likely to try repairing your Apple product than giving you a quick replacement.
Yes, I would expect lower customer satisfaction overall. They could hit a balance, though, and be willing to live with slightly lower satisfaction in exchange for savings. Ultimately, all they have to do is do better than their competition. Till now, they've often gone above and beyond.
Just reading that has lowered my satisfaction.
can you imagine being without your phone for example for who knows how long? not a good move.
Just think what this change will mean if you need warranty service while on vacation. So much for walking out a few minutes later with a replacement.
yes,i don't like this one bit.
This is a great story! I'm going to write this up as a news story on the main page.