For the holidays, I finally broke down and got my wife the iPhone 5 after telling her to wait forever while using the old 3GS version. Of course she loves it, but then it took us almost two hours to set it up because there was a conflict with her Apple ID which of course meant…calling customer service!
To be fair, Apple customer service is above average, but generally speaking, calling customer service is like playing the odds at an online casino. A site like www.partycasino.com where you can play the slots is what I’m thinking of. The odds can often be in your favor but sometimes when you call in you get (cue the da-da-doom music) “Blonde Customer Service.” No offense meant to blondes everywhere, it’s more of a category for any ditz of any race, gender or hair color. And I don’t mind using the term playfully because I have a blonde friend at work who is always saying, “Oh, I’m having a blonde moment” whenever she screws up.
I have some experience in taking customer service calls in the past so when it comes to calling in I know what to do to increase your odds:
1. Be patient and polite. If you stress out the representative most likely they will want to rush you off phone and not fix the issue. Also, don’t tell them your life story. They’re paid to be empathetic but customer service people can only take so much. One guy told me about his hernia and I was making faces he couldn’t see (bleah!).
2. If you get a “blonde representative” try to work with them. Just because they’re blonde doesn’t mean they’re not nice–so let them put you on hold to go get help. In fact, I would encourage it. It’s a time investment so you may want to watch TV or read your email while this is happening.
3. If you get rude “blonde” service, then hang up and try again. This is what I mean by playing the slots. Pull that imaginary slot arm and try your luck for a good rep.
We did win with Apple customer service as we got a hold of a very knowledgeable web guru who walked us through clearing up the conflict with the Apple ID user name–and yes, she was female (could have been blonde) but smart and sincere.
…Of course, after resolving the Apple ID conflict, the iPhone activation process didn’t go through (most likely because everybody was activating at the same time on Christmas Day) and so I had to call our wireless provider to get it switched over. I guess I’m pretty lucky I have so much patience. Technology can break you if you let it.