Are Apple Support real people?

Question

Cocko OP

Created Oct ’22

Replies 2

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I know it seems like a weird question, but for the past week, I've needed support for a critical issue with my account.

After a few days, I got an email from "Tim"?!

Problem is, the answers I got seemed to be canned answers. What I mean is, when I asked more specific questions or shared screenshots and asked for a callback, the answers I got back were just generic answers.

Maybe it's just me expecting more from Apple, but for a support service, this one lacks the knowledge to even any level of care to get the problem resolved.

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Answer 1

endecotp OP

Oct ’22

I don't know what would be worse - using an AI chatbot for support, or having human support that seems like it's an AI chatbot.

I have certainly received those messages that look like they are canned, i.e. they are made up from boilerplate sentences combined with "answers" that are copied-and-pasted from the documentation that you've already read a hundred times.

I don't think this is unique to Apple. I've certainly had similar experiences with Amazon Web Services support. The difference is that I have only needed to get support from AWS about 2 or 3 times in the >10 years I've been a customer, because they have better documentation and fewer bugs than Apple.

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Answer 2

Cocko OP

Oct ’22

It seems they are real!

Fantastic support the last two days from Chloe and Andy I think from Singapore.

Actually once to talk to someone. Andy even viewed my screen remotely suggested some changes and finally got the build to upload, but no issues. Now in review!

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