iOS Devices & Apple ID Issues = 3 Hour Appointments

[Mainstay]

With everyone getting new iPad's and iPhone's and iOS toys this Christmas, we've been doing a lot of on-site support on getting everyone setup and syncing and fully integrated into their digital lives.

But I've noticed, without fail, every single one of our on-site appointments are running into the 3 hour mark.

By the time we have their Apple ID passwords reset (no one ever knows their passwords (or the answers to their challenge questions)), and we address all of their questions on how it all works, and then deploy their custom setups, our appointments are going long.

Everyone is incredibly happy that all of their questions are answered and explained to them in a meaningful way, but boy, 3 hours is a long haul (and a big bill) to get your equipment talking to each other.

Anyone else noticing that with the increase in digital integration into home and work and with the increasing complexity (and capabilities) of the various tech out there that "simple setups" are getting quite complicated?

(Of course this applies to Android as well, but my community seems to be heavily favoring Apple at the moment).

 

[mlcomputers]

Every time I setup a new Apple device / Apple ID I always create a sheet for the customer to keep. I also make sure that 2 stage verification is setup and tested with the customer so they understand how it works. Never had an on site appointment take more than an hour since doing this.

 

[kwest]

Mine are never more than an hour for this job either.

 

[Mainstay]

I spend A LOT of time:

1. Finding / Resetting passwords
2. Explaining what is and isn't an option
3. How it "works"
4. How the customer can use the technology / better use the technology

In fairness, I am usually working with multiple devices across several generations, so in some cases there are iOS upgrades needed etc.

Plus, people are REALLY confused on how this stuff works.... so when they get someone who calmly and patiently answering their questions (usually they have sheets of questions written out), they take full advantage.

And without fail, I hit the 3 hour mark.

 

[altrenda]

You seem to spend a lot of time explaining things. That's great Customer Service and makes you valuable to your clients. I tend to do the same thing, which makes it hard for someone to take a customer away.

Just make sure you find a way to get paid for all that time.

Our Executive users have a Laptop, Desktop, Phone, tablet all syncing together, along with sharing calendar and contacts with their assistant, using a mixture of iCloud, Google, and Exchange. It takes me about an hour and a half, tops.

 

[Mainstay]

We take really good notes (usually, we know a person's password and the answers to their challenge questions even when they don't) and we make sure they make their own notes (in their own black book or safe place).

It's just, A LOT of questions... and that takes time to answer.

But people are happy and we charge the full rate, and they recommend us to all their friends.... which is great.

It is odd, people will have their Apple Support plans in place, and we remind them that they can call Apple or make an appointment with the Genius Bar, but they would rather have someone come into their home and address their problems directly.

Same goes for corporate... they are busy and want direct answers to how this tech works in their place of business... not generally speaking, specifically speaking.

I posed the question as a curiosity. Very interesting to see how fast you guys are... maybe I just speak slowly =) (but I charge by the hour, so this works out in my favor!)

 

[cypress]

We take really good notes (usually, we know a person's password and the answers to their challenge questions even when they don't) and we make sure they make their own notes (in their own black book or safe place).

It's just, A LOT of questions... and that takes time to answer.

But people are happy and we charge the full rate, and they recommend us to all their friends.... which is great.

It is odd, people will have their Apple Support plans in place, and we remind them that they can call Apple or make an appointment with the Genius Bar, but they would rather have someone come into their home and address their problems directly.

Same goes for corporate... they are busy and want direct answers to how this tech works in their place of business... not generally speaking, specifically speaking.

I posed the question as a curiosity. Very interesting to see how fast you guys are... maybe I just speak slowly =) (but I charge by the hour, so this works out in my favor!)

Seems like you got a very good method going on there. I actually have an appointment booked for this next month. I also have to do other things while On Site, but I hope it doesnt take me longer than an hour to get that setup.

 

[frase]

..not as bad as resetting a hotmail/outlook password. We need this verified then that then this FFS! Just reset the freaking password! I have had techs whom have set the phone details to another account not even linked to the client. Then I go in and try to reset pass then an unknown email or phone number is used. I ask to the client - "so whats your mobile number - does it end in xyz?" - no this isn't linked neither is email or they have forgotten the linked email account password..sigh arghhhhhhhhhhhhhhhhhh.

Other night I had to reset 5 hotmail accounts and 1 apple ID
Managed to reset 1 Hotmail [as client couldnt remember pass/hints/phone number incorrect and secondary email for other accounts] and Apple ID and setup a new GMAIL account for all Hotmail email to route to new Gmail account.

Sorry cant do anything for this account.