In the New York Times today, Joe Nocera recounts his sob story about losing a Sony PlayStation3 he orderd from Amazon due to a shipping screw-up:
Nonetheless, I got on the phone with an Amazon customer service representative, and explained what had happened: the PlayStation had been shipped, delivered and signed for. It just didn’t wind up in my hands. Would Amazon send me a replacement? In my heart of hearts, I knew I didn’t have a leg to stand on. I was pleading for mercy.
I shudder to think how this entreaty would have gone over at, say, Apple, where customer service is an oxymoron. But the Amazon customer service guy didn’t blink. After assuring himself that I had never actually touched or seen the PlayStation, he had a replacement on the way before the day was out. It arrived on Christmas Eve. Amazon didn’t even charge me for the shipping.
MacDailyNews Take: That’s it. No facts from Nocera to back up why he would “shudder” if called Apple. No proof that “customer service is an oxymoron” at Apple. Nothing. Just an unsubstantiated opinion thrown in to slam Apple; one that, in fact, runs counter to most every study we’ve ever seen:
• Apple Mac desktops, notebooks top PC Magazine’s Annual Reader Satisfaction survey – again – September 18, 2007
• Apple again tops the field in LAPTOP Magazine’s ‘Tech Support Showdown 2007’ – June 19, 2007
• Survey shows Apple near top of U.S. consumers’ most-trusted brands – April 25, 2007
• Consumer Reports rates Apple best place to shop – November 24, 2006
• Apple again leads Consumer Reports’ survey for notebook, desktop computer tech support, value, more – October 16, 2006
• Apple Mac desktops, notebooks top PC Magazine’s Annual Reader Satisfaction survey – again – August 22, 2006
• Apple far outscores all other PC makers in Consumer Reports Computer Tech Support Survey – May 05, 2006
• Apple Mac desktops, portables top PC Magazine’s 2005 Reader Satisfaction survey – August 24, 2005
• Apple Computer products top PC Magazine’s annual ‘Best of the Year’ survey – December 16, 2004
• Apple Macs top PC Magazine’s ’17th Annual Reader Satisfaction Survey’ – August 10, 2004
• Apple leads PC Magazine’s 16th annual Service and Reliability Survey – July 10, 2003
Full article, Think Before You Click™, here.
MacDailyNews Take: Upon researching Nocera, we found that at one time, he had an iPod hard drive die. The iPod was over a year old, hence out-of-warranty, and Nocera had declined to purchase Apple’s extended warranty. On February 4, 2006, Nocera proceeded to pitch a hissy fit in The New York Times because he was too stupid either to protect his investment or to grasp the concept that a one-year warranty expires after the period of one year. That would seem to be the basis upon which Nocera drops his unsubstantiated, unfair blanket characterization about Apple’s customer service in today’s article.
Nocera seems to think that he’s entitled to receive services beyond which are covered by warranty or for free, because he decided not to extend his warranty. Extended warranties have a value. That’s why they have set prices. If Nocera declined to purchase the extended warranty, why does he still expect to be covered for free?
Undoing the damage caused by Nocera with his unsubstantiated statement, one that is, in fact, very well disproved by multiple surveys and reports, will be tough. We’d expect that, even if The New York Times runs a retraction and/or apology, they would bury it deep within their pages in tiny type.
That said, the contact info:
New York Time Editor: