Customer Service In The Iphone World

Decided to get your iPhone repaired but dont want to pay Apples prices

? Thats fine and you are not alone.

These days there are a number of companies to choose from, so how do you ensure that you are choosing the right one, not for price but for customer care, as the chances are you will have not used this service before (unless you are forever dropping your iPhone after a few on a Friday night!)

We ran through a few brief questions with iPhone users as to what they would be looking for when sending their phone away for a repair, namely what they would expect from the company on a customer service level.

Coming up tops was a local phone number on the companies site, sure most companies are web based but that doesnt mean a phone number should not be offered to customers, most of the people we asked said it made them feel nervous if they could not find a phone number on a companies site.

Falling in the same category was actually speaking to a real person; people are fed up with pressing numbers to move through telephone systems, especially when the phone they would normally be using is in for repair!

As much as customers understood they could not expect to speak to an engineer or be offered technical advice, there should be a receptionist or office manager who can answer all your questions regarding your order or repair and if the company is well run, they will ease all your concerns in no time.

Secondly, was being able to ensure regular updates/alerts from the company, when it had been received, a prompt quote and updates on when they would be receiving the phone back. With a lot of people relying on next day service these days, it is vital for you to be updated on the iphone repair and expected delivery.

Coming third in the customer service requirements was after- care. If you did have a problem with a repair, would the company respond quickly and take the unit back for further inspection? iPhone users we spoke to said they would rely on testimonials or recommendations from other users to be sure if he company would provide good after care.

Amazingly 91 people out of the 95 asked put these three customer service requirements in their top three. Double check your service/ repair agent is going to achieve these goals before sending your phone away- then you can be sure not to be disappointed.

See if the company pick up the phone and see if you can get a response to an email if they are web based- perfect signs of a well-established, customer- focused business.

Final points to think about and that came up in our survey were that customers needed to check that their phone was actually being repaired on site by the company (not a third party broker sending them elsewhere) and to ensure that a well-established company is used. Dont be fooled by the word Cheap it usually means the customer care and the quality is sacrificed.

Read recommendations or testimonials- if a company is worth its weight- they should have thousands for you to read!

by: Tom French

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