Apple’s customer service has long been a point of pride for the company, but as it continues to grow, keeping up with customer service gets harder and harder.
At the moment, Apple is ranked 25th in terms of customer service. In terms of online shipping, Apple fell to 14th place this year, although its shipping fulfillment time fell from 3.1 days last year to 2.6 days this year. Same-day shipping has also improved for the company this year. Apple is also ranked 14th in terms of returns, which is based on the time and ease of the return process.
Sadly, Apple did not rank in the top 25 when it comes to email, phone and chat customer services. Chat wait times increased this quarter, up from 34 seconds last quarter. Chat availability was 100 percent, although resolution rates fell from 97 percent to 94 percent. For phone service, wait times increased to 121 seconds.
One thing that could potentially almost entirely invalidate Apple’s decline in rankings this year is that Stella recently modified its benchmarking process, so this report, especially the rankings, should be taken with a grain of salt. Although, the specific wait time and success rate numbers were unaffected by that change. In 2014, Apple ranked third overall in shipping speed.
According to CustomerServieScoreboard.com, “Apple customer service is ranked #179 out of the 826 companies that have a CustomerServiceScoreboard.com rating with an overall score of 47.59 out of a possible 200 based upon 868 ratings.” This score rates Apple customer service and customer support as Disappointing. Here are only a few reviews on Apple Customer Service found on CustomerServiceScoreboard.com
- Posted by Anonymous
I justo got out from Greenwich CT Apple Store. I went there to have a SOLUTION with and iPhone and the lady just erase all my iPhone I told her it was super important for me all the pictures I had in my iPhone because I didn’t have it backed up !! She didn’t care. she left me waiting for 40 minutes just to give my iPhone back empty….lost all pictures from the las 4 years!!
I’m so mad I will just stop using all APPLE divisors. Is the second time I go to an Apple Store to finds a solution and I just get out with nothing More than anger!!!
- Posted by Anonymous
Applecare+ is misleading. Spent 60 minutes on calls. Call was dropped, no call back. Didn’t know their product icloud very well, failed to find a solution or even SUGGEST a solution. I had to suggest solutions which they all rejected.
- Posted by Anonymous
all they seem to want to do is sell . not enough trained staff to actually fix the item not enough stores can’t book service on line because its all full. now been waiting over two hrs and all we keep being asked is about buying. i don’t want to buy i just want my phone fixed FFS
We all know how difficult and frustrating Apples customer service can be. You have a problem with your phone? Your iPad? Your Macbook or iMac? You need to book an appointment a couple of weeks in advance. Their schedules are always so booked and it seems like it is almost impossible to get in there to get help. You can’t just bring your phone, iPad, or computer in there and get the help that you need and deserve. The Apple stores are crazy hectic. Most guests cannot even hear themselves think. Most people these days cannot go days, let alone weeks, without their iPhone. It is many peoples life-line. We need the phones working correctly for work, family, and personal reasons.
These are the types of things that bring Apples customers to stores like ours. We have great customer service here at Cobalt Computer Consulting/iPhone fix. We take walk-ins all week long for iPhone, MacBook, iMac, and iPad repairs. We complete our iPhone repairs within 30-45 minutes! There is no week long wait. Approximately 80% of water damaged iPhones that come through this store, we are able to get to come back to life. Our iPads take approximately 1-2 days to repair. All you need to do is walk on in here and drop off your apple product. You do not need to set up appointments with us to get these important things fixed in a timely manner. Most of our customers here would much rather always come to us with any problems that they have with their Apple products then have to deal with the craziness of Apple customer service.
Although we do not offer free lessons like Apple does, we do have lessons available here. We are able to teach you anything you want to know on your Apple device. We can answer all your questions, and we can provide you with our own material. We do one-on-one lessons here in our store, or we can come to your home! We do not take walk-ins for lessons, but all you need to do with us is schedule a day or two in advance. The lessons over at the Apple store can be impossible to schedule and get into in a timely manner.
We respond to your emails in a very timely manner, and if you just have a quick question about your Apple product, you are able to call us and get an answer on what we believe could be wrong with it in seconds!
Apples disappointing customer service is what makes stores like ours very successful. So for that, I thank you Apple!