My son handed me his iPod Touch, and I could tell by his expression that something was wrong. He couldn’t get it to turn on and neither could I. I figured the battery was dead so I plugged it into my computer and waited. But no luck. It still refused to turn on 30 minutes later.
Although I’ve owned a number of Apple products, I’ve never called their technical support. I avoid calling support unless I’m down to my last option given past experiences. A while back I called Dell’s technical support line. It took 25 minutes before I spoke with an agent, and when I finally did he tried to sell me additional services instead of helping solve my problem. It took another three or four calls before I finally reached someone who could help solve my problem. I wasted several hours and the entire process soured my feelings towards Dell.
That incident was on my mind as I navigated to Apple’s website. I quickly found a link called Apple Support Express Lane. I selected support for the iPod touch and typed my serial number. I was then presented with a few options, one of which was for an Apple rep to call my home. Under this option were the words, “Wait time less than 1 minute”. That can’t be right. What company would provide assistance almost immediately on a Sunday evening?
I decided to give it a try. I typed my phone number and the phone rang 30 seconds later. Apple must employ an auto-dialer? But no, it was a support engineer on the line and I could understand every word he said. He jumped right into helping me fix the the problem. He didn’t try to sell me anything. He didn’t pass me off to another tier of support. He didn’t even make me recite my serial number.
Within two minutes my son’s iPod Touch was back to normal. The entire process was smooth and unlike any other support call I’ve made. Based on this experience, I’m lead to believe that part of the premium I pay as an Apple customer goes into providing top-notch technical support.