Arun Maini is a young British man who has a channel on YouTube called Mrwhosetheboss. Its extensive reviews accumulate more than 3,500 million views. Added to these metrics are those of a recent video that sparked the surprise of his followers.
One of the strengths for which Apple is known is for the technical support that presumes to be better than its competitors. This youtuber wanted to verify it by sending an iPhone and a Samsung to their respective customer service, and the result was as follows.
In the video, Arun begins by breaking the screen of an iPhone 14 Pro Max and a Samsung S23 Ultra so that he can assess the repair process of both companies. He then calls customer service for both brands to request that they pick up the phones from his house and repair them. Apple offers you a budget of 553 dollars and sends you a box so you can safely ship your iPhone. On the other hand, Samsung completes the process in just 12 minutes and your phone is picked up the next day at no upfront cost.
However, problems arise from there. Samsung reneges on its promise to contact Arun on the fifth day, and when he calls, he is told that the device could not be picked up. On the other hand, Apple notifies Arun that they have received his iPhone, it has been repaired and it is on its way back to his home. 72 hours after sending the device from him, Arun receives his fully repaired iPhone.
After 14 days with no word from Samsung, Arun contacts customer support and finds out that they will send his phone back unrepaired, claiming that he declined the quote, which is not true. The next day, your S23 Ultra is returned to you, but with a cracked screen. Arun must start the repair process again with Samsung and finally receive an estimate of $261half of what Apple charges.
In conclusion, Apple’s technical service offers a more caring and communicative experience, although at a higher price. On the other hand, Samsung can be a good option, but it has deficiencies in communication and in the repair process. Apple’s philosophy of providing a premium experience at a higher cost seems to be reflected in its customer service, while Samsung offers more affordable options.