Typical Phone Day

The following telephone log (2004) was discovered on a public Web page, apparently documenting the typical day of someone who answers the telephone at an unnamed Apple retail store. As you can see, most of the calls deal with everyday questions, and the staffer provides some quick answers.

The notation "ipm" indicates an inquiry about the iPod mini, which had been introduced in Jan. 2004, and at the time of this log was in low supply or sold-out. [I've removed names and telephone numbers.]

Call Log:

2:07 Caller needed help with iPod, Asked for genius bar.
* Explained, transferred them to 297 and gave them 800-APLCARE number.

2:13 Caller Hung up.

2:16 Inquired about 15-inch PB with SuperDrive on PreviousGen/Refresh Discount
* Provided with needed information

2:28 iPod accessor, purchased as gift. Wants to return past 10-day, but item is open-box and has original receipt.
* Instructed customer to visit store and ask MOD [manager on-duty] for exception.

2:33 Colleen "Manager call asap xxx-xxx-xxxx"
Problems with new, repaired PowerBook
* ?

2:35 Caller from R0xx/[store name]: Xxxxx Xxxxx
Caller asked to be transferred to Genius Bar.
* Verified identity in Apple Directory
* Transferred to Genius Bar xxx

2:38 Caller wants 20" iMac with upgraded HD and RAM
* Informed caller that we do not upgrade hard drives in-store,
but that we do upgrade RAM.

2:42 Caller having trouble repairing permissions
* Told caller to run Disk Utility was in /Applications/Utilities
* Customer satisfied.

2:46 Claim check: 60145 Xxxxx Xxxxx
* Informed caller his computers were ready for pickup.

2:47 FileMaker - Wants to get FileMaker Server 7 or 6, ASAP
* Checked stock, confirmed we only have FM5.5S
* Informed customer of Summer '04 release of FM7S, recommended they visit FileMaker.com and register for FM7S Preview.

2:47 ipm

2:48 ipm

2:58 ipm

2:59 Maria xxx-xxx-xxxx
Powerbook G4 550 MHz needs 2 x 512MB
* looked up part #: M9088G/A
* out of stock
* Referred to 800-MY-APPLE
Needs tech support with OS 9.2
* Referred to 800-APL-CARE

3:00 Caller erased hard drive, no backup.
* Referred to DriveSavers and undeleting utilities

3:02 Caller wants SCSI card for Power Mac.
* Informed caller that we do not carry instore.
* Suggested that they try online store.

3:03 ipm

3:08 ipm

3:09 ipm

3:15 Caller inquired about availability of iPod (White)
* Supplied information

3:15 Caller inquired about availability of Laptop bags
* Supplied information

3:20 Randy Xxxxx at xxx-xxx-xxxx (VPN issue) for Xxxxx [Genius]
Appointment Monday 7PM
* Informed customer that Xxxxx will call him back.
* Gave message to Xxxxx @ AC Triage / xxx

3:31 ipm

3:33 Ben Xxxxx for Michael Xxxxx

3:38 Caller needs AirPort card
* Priced AirPort card, Referred to store.

3:42 ipm

3:43 ipm

3:48 Caller has a few misc. questions about Macs
* Answered questions
* Invited caller to see in-store presentations and speak to a Mac
Specialist in-store.

3:52 Caller needs pricing/availability for iPod 15GB
* Supplied information

3:59 Caller inquired about pricing/availability of inMotion and Saturday hours
* Supplied information

3:50 Voicemail: Caller inquired about ipm. Left number: xxx-xxxx
* Answer: No.
* Attempted callback at 4:01. Busy.

4:03 ipm

4:10 Customer needs help installing HP5150 driver on new New iMac
* Informed customer that long download times for drivers is common
when downloading them from dial-up.

4:10 ipm

4:20 Needs power adapter for PB WallStreet
* Informed customer that we do not carry this item,
* Recommended our Kensington Air/Car/AC which is compatible

4:21 Caller is new to iTunes, wonders why songs only titled "Track 01, Track 02"
* Informed customer that you should connect to the Internet before
ripping to avoid this issue.

4:23 Having issues with tracks being cut off in iTunes

Customer called

xxxx xxxxx xxx-xxx-xxxx g/s

xxxx: xxxxx xxxx xxx-xxx-xxxx proposal 2140

xxxx xxxx cc xxxxxx
xxx-xxx-xxx x 10