My MacBook 12" screen had to be repaired. Below is a detailed description of the terrible bad overall customer service level at Amac (compared to the service level at Apple Store)
1. Many times I could not reach the Apple Authorized Service Provider (AASP) by phone. I would call, however after waiting for more than 10 min, the call would remain unanswered and it would automatically disconnect. I have tried many times, and only on rare occasions my phone call would be connected to Amac. 2 out of 10 times I reckon is the % my call would be connected.
2. Because I was not able to reach the AASP by phone, I personally visited the AASP. However at this AASP (Amac), I had to wait in line for at least 45 minutes to be helped. I have visited Amac (service department) several times and each time it was the same situation. On one occasion I made an appointment by phone for a visit at the service department at Amac (and expected to be serviced faster), however still the same situation: I had to wait in line behind the people who did not make an appointment. This is a very bad level of service, particularly compared to the service at Apple Stores.
One very noticeable problem was the number of people at the service department at Amac: only one person many times (sometimes 2). And the service person would both register the repair request, inspect the product, and analyse the problem. Resulting in at least 10-15 minutes of time per person, while the que was many times 6-7 people long, resulting in very long waiting lines (some people just left after becoming impatient).
The Amac has SIGNIFCANTLY more sales people than service people in the store. And many times those sales people were sitting idle as it was not busy in the store.
3. I was promised to receive a price quote regarding the repair within one week (calander days) after handing in my device, however I had to wait two weeks! After one week I even had to go to Amac to ask about the price quotation as I could not reach them by phone.
4. The total lead time took 4 weeks. This should be 2 weeks. During handing off the device, they told me it would take longer than normal (due to a physical move of the technical department); that it could take around 3 weeks, however I had to wait 4 weeks, which is too long!!
I am an experienced purchaser of Apple products. I own 2 Mac Books, 2 Mac Book Pro's, a Mac Book Air, several IPhones, and two IPads. I have visited the Apple Store in different countries (USA, Holland, China, Hong Kong) including the Genius Bar, and the service level at Amac is far below that at Apple Stores, particularly the repair service, and phone service.
The service problems at Amac are systematical, and not incidental, as I have visited them several times.
The above has a large negative impact on Apple's brand name and reputation. Not only for me but for many consumers.
I visited an AASP in Rotterdam, as there is not an Apple Store in Rotterdam. That is a strategic error imo. Rotterdam is the 2nd largest city in Holland. Even smaller sized cities have an Apple Store (such as Haarlem and The Hague). read more
