Open Thread: Are You Happy With Apple Support?

[qi:022] Earlier this evening, Apple sent out an email to Mobile Me subscribers, giving us free 60-days of service in acknowledgement of outages and poor performance that had plagued the service earlier this summer, leading to a lot of complaints. Earlier, the company had offered a free 30-day extension to MobileMe subscribers. In some ways I was a tad mollified by this latest offer.

The offer, ironically came hours after I asked people who follow me on Twitter if they were frustrated with Apple’s support. What prompted me to ask that question was that a couple of friends emailed complaining about long wait times on the phone to get help with their iPhones. One of them is a life-long Apple user and his anger was quite telling. Anyway, the replies on Twitter came thick and fast. A few had no complaints, some were willing to put up, but there were quite few who were not shy about their dissatisfaction with the support service.

These problems shouldn’t be a surprise: the company has gone from making just computers to a slew of devices, including the iPhone, a mass-market product. It has increased the number of problems that crop up with various devices, putting a lot of stress on Apple’s support system. For me personally, a visit to the Apple store typically solves all the problem — or they replace the device (iPod for example) itself. Anyway, I wanted to take a poll and get your read on Apple’s support system.


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