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Apple Tech Support

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David of Tucson AZ (5/18/04):
Sometime during the last three months or so Apple seems to have outsourced or transferred much of its technical support function to a facility or facilities in Bangalore, India. While I think that in and of itself this is deplorably stingy, in light of Steve Jobs' astronomical compensation package, it is not for me to say that they should not be taking actions like this to cut costs, as long as the Indian staff is competent. The problem is, that it is not.

In my experiences dealing with the new telephone tech support reps I have found their role to be little more than time wasters. They are obviously just folks who are set in front of a terminal reading text off of a knowledgebase. I detect no familiarity with either Apple hardware or the Mac OS when I speak with them, and inevitably my tech support issues get bumped up to someone more senior. Before first level support was transferred to India I was often able to get my issues resolved with the first person I spoke with. Now I never do.

Apple's customers have tended to be quite loyal and this significant degradation of support services is quite a blow.

Damage Resulting: LOTS of wasted time having to describe software and hardware problems to people who are not competent to respond constructively.

Andrew of Selah WA (4/20/04):
I bought a new dual processor G-4 which came with the promise of 90-day telephone support. As with Adobe, and other companies, I thought that reasonably it would be from first phone call. No, only date of purchase. To answer my one and only question, they wanted $50. After exclusively buying computer after computer from Apple for the past 15 years I feel that this is horrible.

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