dilleet: Apple 'arrogance', not CSR...
Agreed, customer service has been very good to me, esp relative to other companies I've dealt with. I didn't mean to slight Apple in that regard.
I was talking more about the Jobs 'I know what's best' arrogance we sometimes see. It's mostly little things, but it is the little things that make Apple my preference, so it matters. I was going to buy a might mouse for a relative as part of the holiday gifting, but the reviews are soooo mixed on that thing. When it comes to mice, Apple seems to just not listen to the customer. And what do we touch and use more than the mouse and keyboard?
Regardless, I think Apple is way ahead of the pack overall, I won't be jumping to Dell in the foreseeable future, but those things worry me. Hopefully, my worries won't become realities to any large degree.
Which brings up a question - who at Apple is responsible for Cust Service? Our theories here have been that the things Jobs does not touch personally get short shrift, and I have a hard time picturing him getting on the phone and calling in to have a problem resolved - although I think every CEO should do exactly that (and have to fill out and track a darn mail-in rebate - hah!).
I did happen to be over at the house of a fortune 500 CEO and he was unboxing and setting up one of his companies products for his own use. I commented that I was glad to see him do that, most of the managers at my old place would get everything set up for them by their underlings, and never see what the customer experiences.
-KCMW
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