Bagel Belly Blog

Apple support

Matthew is about to enter the twilight zone of Apple support. I'd like to offer a few tips if I may, based on my own recent experiences and also good common sense. I'm sure most people do this, but it's worth repeating.

• The most important tip: write everything down. I'd go as far as writing down a clear description of your problem, so you can ensure you are consistent each time Apple asks you to describe it.
• Write down the date and time of each call.
• Make a note of the menu numbers you select, so you can press them quickly next time you call without having to hear all the options read out to you.
• Write down the name of the person you spoke to. Don't be afraid to ask them to repeat or even spell their names - they do the same to you, after all.
• Get an issue number if possible (and write it down, of course).
• If a resolution is offered, repeat it back to the person on the phone in words you understand ("so you're saying you will send a courier to collect the laptop, ..."), make sure they agree, and then write down exactly what they've offered.
• Be prepared for this to take some time. If it's a non-standard problem that deviates from their scripts, you will be passed from person to person, each time having to repeat your problem. If the problem is unusual, you will probably be asked to go to the nearest Apple Service Centre to get it verified.
• If you bought from the Apple Store online, you have the recourse of being able to return it by asking them to pick it up.
• Finally, set your expectations. Yes, you bought a luxury product, but don't expect luxury after sales service - in my experience, it was worse than the service you get on a £300 Dell computer. Keep some headache tablets handy!

Any other tips I'm missing?

Good luck!