My home is in the Midwest; the St. Louis area specifically. We in Missouri have an old saying that gets used often. If you don’t like the weather right now, just wait 20-minutes. Yes, weather seems to change quickly here. Everybody complains about the weather but nobody does anything about it.
Apple has a similar issue with the famous Genius Bar in Apple Stores. They’re crowded. Is that because Apple’s products break more often than Dell or Microsoft or HP or Samsung? No.
What should be more obvious is not. Back in the day, back to the turn of the century or shortly thereafter, the Apple Store Genius Bar only had Macs and iPads to worry about. Back then, the entire customer base was perhaps 100-million, though growing.
Today, Apple’s customer base tops 1-billion, an order of magnitude greater and that puts a strain on existing service and support mechanisms, even if the products are more durable than the average competitor.
PED says “Service Doesn’t Scale.” It does; just not quickly, and Apple’s customer base, thanks to the iPhone’s success, has grown quickly.
We complain. But for a company its size, Apple’s commitment to customer support is unprecedented
That might explain why Apple Inc. has blinked in the Right to Repair wars. Apple:
Apple will provide more independent repair businesses — large or small — with the same genuine parts, tools, training, repair manuals and diagnostics as its Apple Authorized Service Providers.
Think more non-Apple but almost authorized repair shops. Why?
1-billion customers threaten to crush the so-called Apple customer experience at the Genius Bar.
Apple’s come a long way from the original in-house Genius Bar. But with a billion devices to support, something had to give.
There once was a time you could just walk into the Apple Store, ask to see a genius at the Genius Bar, wait a few minutes, and get your Mac or iPod looked at. These days the Genius Bar is swamped with customers and most of us are required to register online for an appointment.
Again, that smudges the Apple customer experience. Why do so many technology writers and members of the technorati elite politburo complain about the Genius Bar?
Maybe we need to Think Different. PED:
Try reaching a help desk at Google.