My Open Letter to “AppleCare”
Dear AppleCare,
I love Mac OS X. I love everything about it, and I love that I am so much more productive. But, I am not a fanboi. So, in this letter, I hope to share my concerns. This is the e-mail I recently sent to Apple Support.
Good Evening, AppleCare / ProCare.
Our entire organization uses Dell hardware. I am the sole exception, since I require a Macintosh to support our Mac customer base.
With Dell, if we call with any kind of laptop / portable issue, there is a technican ON SITE the next day.
With Apple? I have to mail in my system, including hundreds of thousands of lines of confidential code, provide my root password, and hope that nothing seems to “escape.”
Others in our organization want to switch to Mac, but our CTO refuses their requests, because Apple does not offer onsite NBD (sorry, next business day) service.
I am “lucky” as the maintainer of the Apple instances of our technology. But there is no way you can compete with Dell or HP if you do not offer a same day service package.
Apple, I don’t know if you are serious about competing in the enterprise space, but if you are, you need to vastly improve your corporate customer service channels.
Kindest Regards,
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