The limited production and penetration of the Mac Pro has an unfortunate side-effect —much of Apple’s service network is unable to support the machine properly if something goes wrong.
Recently, the AppleInsider production Mac Pro started acting up. In an attempt to get our machine repaired, we went through the typical Apple support route. This has highlighted the shortcomings of Apple’s traditionally exceptional customer experience.
It started with a chat
The crusade started down the route with the lowest barrier to entry —an Apple Support chat. Apple goes out of its way to make the process fairly easy where it can, for example identifying our Mac Pro automatically and entering the information about it in the support portal. Unfortunately, from there, it went off the rails.
We were quickly connected to a support agent who was pleasant and reassuring that this issue would be a non-issue and she could quickly resolve it. That was before she saw it was a Mac Pro and she informed us that Mac Pros were serviced by a special team, only available by phone, but she was happy to set up a call with them.
Read more at AppleInsider.com