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Changes at Apple to mean fewer replacement iDevices

This is a discussion on Changes at Apple to mean fewer replacement iDevices within the User News Submissions forums, part of the Apple iPad News category; Revamped AppleCare means changes for Genius Bar employees | TUAW - The Unofficial Apple Weblog...

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Thread: Changes at Apple to mean fewer replacement iDevices

  1. #1
    iPad Wizard
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  3. #2
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    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?
    scifan57, iPad Forums Moderator
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  5. #4
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    Quote Originally Posted by scifan57 View Post
    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.

  6. #5
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    Quote Originally Posted by The OB View Post
    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.
    Regards, Andrew


    Sent from my iPad using Tapatalk
    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.

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    Just reading that has lowered my satisfaction.
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    can you imagine being without your phone for example for who knows how long? not a good move.
    Poisonivy
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    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.
    scifan57, iPad Forums Moderator
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  10. #9
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    Quote Originally Posted by scifan57 View Post
    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.
    Poisonivy
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    If you can stay calm while all around you is chaos then you probably haven't understood the seriousness of the situation

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    This is a great story! I'm going to write this up as a news story on the main page.
    poisonivy likes this.


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