[sebastien_b]

One thing a lot of companies are moving to is asynchronous service - where you do an online/text chat, but sometimes that’s just as aggravating.

However some companies do it well - recently had to do a warranty exchange with Apple - after I couldn’t find anything useful in their warranty webpage, I hit their Support app with the question (which essentially initiates a chat via Messages)

Within minutes I had a response, where a voice callback was scheduled (within about 10 mins since I was available), then onto an immediate escalation (by them, not me) to further verify/qualify the defect, to eventual resolution, all within 30 mins (which included me fumbling a bit to get pictures while the agent waited).

Overall I was very satisfied with the overall process, as I didn’t have to sit and wait on hold at all to start addressing my issue.

[Gigachad]

Apple can do this because they have absolute mountains of cash and users willing to pay extra for the experience and reputation. Your average business can’t do this.

[idrathernot]

They can and often do. IMO small businesses often have much better support.