The other day, the HDD of our iMac was finally broken, but fortunately, my iMac, because it was the object here, I was able to exchange it for free.
I know it’s a little late, but…. The announcement had come out a long time ago, but I left it alone.
Nevertheless, Apple’s support was so great that I’ll just document it for you.
First of all, there is a link from the above URL to the contact support page, and I clicked on it immediately, but
The interesting part is « I want to talk to an advisor now ».
When I clicked on this, I thought it would show me the phone number to contact, but it didn’t!
Here we go!
If you enter your name and phone number here and press « Continue », the system will call you back.
And they said it would be within 2 minutes, but I was surprised when they called me right after I hit the continue button!
When I think about it, it’s a waste of time to call someone and wait for them to connect to the phone.
If the advisor side can’t respond right away, then you’re dealing with someone else. And when they’re done, they pick up the next handset (or line, I guess) and deal with it. If that’s the case, then the advisor should just call the next person who is waiting for the next call after the first call.
It’s not that difficult to systematize this system, so if you put an appropriate app on the terminal used by the advisor, you should be able to easily connect to the next person waiting with just a click.
The advisor’s time and effort remains the same, but the customer’s wasted waiting time can be reduced.
It’s such a simple thing, but I wondered if many call centers in the world don’t learn from it.
Apple’s response after that was also very quick.
First of all, the day of pickup, I called at about 6pm on Friday evening, but they said they could pick it up in the morning on Sunday, two days later at the earliest. I had to pick it up on Monday morning because my schedule didn’t allow me to pick it up on Sunday, but I was impressed by the speed of the service.
No special preparation is required when you leave your iMac with us. They will bring you a special box. Since it is like this, it is safe no matter what you think.
After that, it arrived at the Apple repair center the next day. I’m very happy with the service, and I’m sure they’ll do a great job of keeping me up to date on what’s going on.
It may be because it was a case where the repair program was applied and it was a mere replacement of HDD in the first place, but HDD replacement was completed on the same day it arrived at the repair center, and it was shipped on the same day.
Then arrival was Thursday, I could not receive it because I had a schedule on Thursday, but I was able to receive the iMac which HDD became new safely on Friday night the next day.
It’s been exactly 1 week since I contacted support. If you take into account the fact that I was delayed about 2-3 days because of my own circumstances, the actual repair time was only about 4 days including mailing.
扱いも対応もスムーズ、快適すぎてびっくりです。よく考えられているなあと改めて感心しました。
