by: John Caddell
It’s getting harder and harder to get telephone support, especially with online products, but there are some times you need to talk to a person–you can’t find what you’re looking for in the forum, for example, or your question doesn’t fit neatly into a category.
Cluetrain Manifesto co-author Doc Searls called Apple to get support for MobileMe (a paid service, by the way), and a synthesized voice summarily directed him to the website. Then, “click.”
The irony is that Searls heads a grass-roots effort called VRM, Vendor Relationship Management. Requiring adequate support for paying customers seems like a basic tenet of VRM.
So Searls blogged about it, including a recording of the Apple call. Check it out here.
Original Post: http://caddellinsightgroup.com/blog2/2009/02/customers-are-talking-apple-hangs-up-on-the-wrong-customer/
