One of the strong points that have characterized purchases at Apple has always been its customer service, we emphasize that we are going to talk about customer service and not technical service (SAT), Apple's technical service rarely He has a rival in every respect. However, for various reasons, I have found myself in the position of going to Apple's customer service and Google's at the same time, and the differences are notable. Google or Apple who has better customer service? We compare it.
It should be noted that this article is based on my personal experience, repeatedly. There will be, as in any case, better and worse cases, but I will comment in detail on what it consists of.
Accessing contact information
In this case, both companies have an excellent contact service. In Apple, we will quickly access from any of its help sections, in the case of the Google Store more of the same. In the case of Google, if we find errors during the purchase, we appreciate how they themselves indicate the possibility of receiving a support call, in the case of the Apple Store, more of the same, we can request the assistance of an Apple technician that will guide us in our purchase.
The quality of the telephone service
Both are based in Ireland, and despite the fact that they serve you in Spanish, we find differences, since both in Apple and Google, people who have learned the South American version of Spanish can assist you, which can make conversation slightly difficult, but it is inconsequential.
Here we enter the first differentiation, when you contact Apple Spain by phone, at the end of the conversation, they automatically and quickly send you an email, in it, you will receive contact information, the individual email of the person in charge of your case and a receipt that you have contacted Apple. This does not happen in the case of Google, you will not receive any kind of proof of your conversation, therefore, your support request could easily be misplaced, and you will never receive support, you will have to contact again. The email is perhaps something of a placebo, but receiving an email indicating that your application is being processed is a comforting thing.
Resolution deadlines
In both cases, the credit card repayment terms are the classic 14 days, however, the resolution times at Apple are much more scrupulous. Upon receiving the email, they tell you that they will give you an answer in 24/48 hours, something that always happened in my case, even if it was to inform me about the case. However, in the SAC of Google, I have found that the man who attended me by phone promised to solve my case and send me a promotional code for the Google Store in 24 hours, this happened last Friday, the code I received this morning ( and it didn't work). In the same way, today I started to call the Google SAC again, after 10 minutes of call where the attention was exceptional, at 18:00 p.m. the technician told me that for not making me wait, he would call me again with the resolution, We still waiting.
In the case of Apple, more of the same happens, if they are going to take time, they decide program a call for the next day, but we emphasize the word schedule, the Apple technician will ask you about what time is best for you to receive it.
The SAC as the added value
Many times, we buy a product on a specific location due to the added value of your customer service or technical support. In my case, most Apple products come out of the Apple Store or places with famous customer service like El Corte Inglés, for everything else, I usually turn to Amazon, which has always had exceptional customer service.
It is because of that nothing or almost nothing makes you go to the Google Store ahead of alternatives like Amazon, El Corte Inglés or PC Components (to name a few). Customer service, while easy to access, is not as effective as one might expect from such a company.
This analysis it is based on my personal experience, treated in the most objective way possible. The comment box is a good place for you to share your experience as well, tell us how you got with the Google and Apple SAC and if you would recommend one or the other.
For the record: I am now a user of an iPhone 6s, but until a month ago I had a Nexus 5 and previously an iPhone 4.
For contributing another type of experience, I have to say that the times that I have had to call the Google service, the attention and speed of resolution of the problem have been impeccable and within the deadlines that set me.
The boy I spoke with sent me an email and I had to go to him when I had any other problems because he was going to be my "personal assistant."
Now, if I have to stay with one of the two, my option is Apple's service, I don't know why if I have received exquisite treatment in both. it may be a closer relationship that makes me opt for them.
in any case, from my personal experience, I would recommend either of the two services.
Well, in my case I have no experience with another operator that has not been AppStore and the truth is that of responding immediately to my problem and being on the phone 1hr and 20 ′ helping me with a baton that he sent me. and I was rough, the passion they had for me while I was sweating with nerves, and starting the conversation, wondering how I was and how the weather was in Argentina, made me feel what they cared about.
Well my experience is only with Apple and the truth is, I take off my hat, the answer to my claim was immediate, although the call to solve the baton that sent me hard 1,20 ′ hr not for iPhone but for the rough I was. And the most important thing and what amazed me was, when they asked me how I was and how the weather was in Argentina. As the minutes passed my nerves increased and the operator tried to calm me down with tremendous passience. Flawless attention and to try to solve the baton Mia q, by the way. It was solved with a lot of professionalism on the part of iPhone. Nothing more than grateful and it was not the only time there were others not of the same size but the same in attention.
My comment is based on my own experience…. but I have to say that the guarantee at the highest level of apple only lasts as long as the apple care lasts and then they go to a "normal" level and equal to the others. What means that if you want the maximum level of customer service again, for example replacement of iphone by parcel service, you must buy another apple care.
While Google offers the highest quality with replacement included with the same price you pay the first day up to the 2 years that the warranty lasts.
I have to say that this was not always the case. Until a year ago they were the best and they always offered you everything and more to satisfy the customer but for a year they have changed their policy and if you do not pay again for an apple care they leave you a little aside.
Apple drops the quality a lot in the second year. It is noted that they do it by obligation of the laws. They do everything possible so that you manage everything by yourself and they help you just enough.
Those who have had a problem with apple in the second year recently will know perfectly well what I mean.
So with all the heartache I have to admit that Google is one step ahead of apple.
A greeting!
I cannot share it, since I myself have lived the opposite.
My iPhone 6 as many of you will know around here suffered from "moonlight" in October, just a month after the first year, I had a replacement.
He suffered it again in December, they repaired it in Sol (I did an article)
In March he came back, and they sent me a replacement in 24 hours directly to my house, six months after the first year of warranty.
It may not be the norm, but it is my personal experience.
Hello. You partly agree with me.
You had a replacement last year and then another for bad repair.
But I'm talking about replacement (bypassing applestore) straight home. In my comment I say that this happens now. That did not happen before. They no longer offer this service since this year without apple care. Do the test and you'll see.
If they let you tell me what method you used.
Greetings comrade!
You cannot buy AppleCare twice for the same device.