Path: utzoo!utgpu!jarvis.csri.toronto.edu!mailrus!ames!zodiac!jtn
From: jtn@zodiac.ADS.COM (John Nelson)
Newsgroups: comp.sys.mac
Subject: Re: Apple OS 7.0 - Cost?
Message-ID: <10281@zodiac.ADS.COM>
Date: 4 Jan 90 15:11:50 GMT
References: <35036.2598DF8A@cmhgate.FIDONET.ORG> <37516@apple.Apple.COM> <23943@brunix.UUCP>
Organization: Advanced Decision Systems, Mt. View, CA (415) 960-7300
Lines: 30

>>territory for the answer.  We have a staff of people at each site
>>whose sole purpose is to answer customer questions from the dealer.
>>Get them to use it!!!  DO NOT, I repeat, DO NOT ask for the number
>>to the dealer Q/A hotline because they are NOT supposed to give it
>>to you.  We don't have enough people to handle individual customer
>>problems and complaints.  And if the distribution center staff

>Now, this is a horrible attitude.  "DO NOT, I repeat, DO NOT"  Gee, you
>wouldn't want to have to deal with actual users, would you??  Look, why
>not do yourself a favor?  Set up a room with about 50 or so people in it
>with a bunch of 800 lines - they're really cheap now.  Answer the
>user's calls.  Expedite the channel of support instead of inhibiting it.
>If a customer has a problem, follow it up.  Think of the PR benefits,

The attitude at Apple seems to be "we're a small company... we can't
afford customer service" yet do you realize that Apple is one of *the*
most profitable companies in the nation?  What are Apple's revenues
these days... in excess of a billion dollars I seem to recall...

and they *still* do not provide customer support directly from Apple.

The small company excuses are wearing thin.



-- 

John T. Nelson			UUCP: sun!sundc!potomac!jtn
Advanced Decision Systems	Internet:  jtn@potomac.ads.com
1500 Wilson Blvd #512; Arlington, VA 22209-2401		(703) 243-1611