On 12 Jan 2006, at 9:32 AM, Amber R. wrote:
it is a rather sad state of affairs when Applecare Customer
service does not understand their own policies and coverage
Unfortunately, this is not confined to Apple.
To my mind, the problem is that the techs (using the word loosely)
are not trying to increase their knowledge. They figure they're in a
dead-end job that they will get out of soon. They should be spending
spare time reading the literature pertaining to their job. Instead
their downloading things to iTunes or something.
I find this just about everywhere. I have to explain to clerks in
hardware stores what basic pieces of hardware are. When those same
clerks have no customers to wait on, they're leaning against the wall
yacking with other employees rather than looking at the shelves or
reading product literature so they knows a bit more about what
they're doing.
Same with Apple techs. They should be reading up on the items they
are supposed to know. Even if it is a dead-end job, the knowledge
will be useful in the future.
Peter
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