customer Stories August 28, 2015

AAPL: 113.29

0.37

Apple is planning to retire its long existing One to One training program within Apple Stores on September 28th, according to a memo sent this week to Apple retail employees. One to One launched in 2007 as a $99 per year subscription program where a Mac user could make appointments with a “Creative” at an Apple Store to learn more about using their Mac and creating content with either consumer or professional applications. Apple cites “fewer customers” signing up for One to One as the reason behind the service’s upcoming closure:

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customer Stories December 31, 2014

Despite declining sales, Samsung somehow beats Apple in cell phone customer satisfaction

One of Apple CEO Tim Cook’s favorite terms to throw around during earnings calls and keynote presentations is “Customer Sat,” but the latest from the American Customer Satisfaction Index (via BGR) has Apple down compared to last year while Samsung continues to rise despite declining sales.

Note that these numbers were first revealed back in May.

While Apple still sells nearly twice the number of smartphones in the United States as its nearest competitor, Samsung now comes out on top in one critical metric— customer satisfaction. Samsung surges 7% to an ACSI score of 81, beating Apple in overall customer satisfaction for the first time. Smartphones are becoming more dominant in Samsung’s cell phone product mix, pushing its satisfaction score higher. Apple declines for the second year in a row (-2% to 79), and the field is getting tighter, with Motorola Mobility and Nokia (now Microsoft) both at 77.

BlackBerry has seen its market share nearly vanish, but satisfaction climbs to 74 (+7%) for those customers that remain. “Samsung has gone from up-and-comer to top-of-the-heap on the strength of its smartphone portfolio,” says VanAmburg. “Apple’s magic isn’t gone, but the luster has dulled on its older models. Each iteration improves on the last, but Apple’s year-long product refresh cycle is an eternity when a new Android phone seems to be released every week.”

customer Stories May 12, 2014

Apple improves refund turnaround times for returns to less than a week

A retail research firm is reporting that Apple has improved its return systems for customers, via Reuters. Customers can now get a refund in a less than a week, whereas it used to take about ten days.

The report says Apple has transitioned to a new expedited shipping service, which ships returned products back to Apple within three days. In turn, this means customers get their money back faster. The new delivery method was first spotted during the holiday period and now seems to be a permanent measure.

Reuters positions the change as a way to lift online sales. This seems a little farfetched, and is unlikely to significantly affect purchasing decisions, but it will no doubt be appreciated by Apple’s customer base. Perhaps, it will help customer satisfaction slightly, Tim Cook’s favorite statistic.

customer Stories January 29, 2014

AT&T offering $100 to both new and existing customers

Following a back and forth between T-Mobile and AT&T on promotions geared toward customers wanting to jump the carrier ship, AT&T announced today a short term promotion that actually rewards existing customers in addition to new users.

AT&T is shelling out $100 (in the form of a credit) for new lines including smartphones and tablets.

New and existing customers are eligible when you activate a qualifying wireless line

Add a new line for any smartphone, feature phone, tablet, wireless home phone, MiFi puck, or other connected device

You must remain active and in good standing for 45 days; your credit will be applied within 3 bill cycles

The promo runs through the end of March, so it’s not permanent, but it’s certainly a hefty incentive and hopefully of sign of what carrier competition can bring.

customer Stories December 5, 2013

AT&T has launched a new initiative called Mobile Share Value Plans that is designed to save customers money on their monthly AT&T mobile phone service bills. The following changes are specifically for the Mobile Share program, which allows devices to work under the same AT&T account and share data, talk, and text plans. Similar to T-Mobile’s “un-carrier” approach, the new AT&T plans separate the cost of the device hardware completely from the monthly service charges:

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customer Stories December 2, 2013

Today, Apple has launched a promotion for online purchases, offering 0% financing on any purchase above £449 (or €400). The deal is on offer across most of Apple’s European websites, including the UK, France, Italy and Spain.

In the UK, for instance, a customer can buy any product above that value and spread repayments across ten monthly instalments with 0% interest. In other countries, such as France or Spain, the repayment is window is slightly longer at twelve months.

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