Path: utzoo!utgpu!jarvis.csri.toronto.edu!clyde.concordia.ca!uunet!snorkelwacker!apple!rewing
From: rewing@Apple.COM (Richard Ewing)
Newsgroups: comp.sys.mac
Subject: Re: Apple OS 7.0 - Cost?
Message-ID: <37555@apple.Apple.COM>
Date: 2 Jan 90 18:53:35 GMT
References: <35036.2598DF8A@cmhgate.FIDONET.ORG> <37516@apple.Apple.COM> <23943@brunix.UUCP>
Organization: Apple Computer Inc, Cupertino, CA
Lines: 37

One of the things I forgot to say about Apple's dealer network and
support policies is that I didn't necessarily endorse the
status quo.  But since we don't have the resources right now to
support things like a customer 800 number, I was simply explaining
the proper way to go about getting service from Apple.  Apple's
support policies are a *very* sensitive issue inside the
company, and lots of work goes on behind to the scenes
to do what we do better.  We are committed to that.  But
until Morris Taradalsky's group rolls out anything new (he's
the VP of customer satisfaction; he's also new from IBM), then
we have to maximize what we have now.

I also take offense to the comment about Apple returning phone
calls.  If that practice ever happened in this office, heads
would be rolling in a heartbeat, since that's not how we operate.
I get many phone calls every day from people who called up information,
found the local office number, and asked for technical help.
In fact, I daresay that you will get better help from the
field support organization, since the corproate 974-1010 number
just isn't designed for that kind of support (unfortunetely).
Now if everyone called us with questions, I'd do nothing else,
but for the ones I get, I and my collegues always try to
answer the question immediately, and if we can't, we
won't let a day go by without taking care of business.  And
that's our policy.

-- 
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