Thank you for Calling Apple Technical Support my name is _____ can we start by getting your first and last name please?
Studies have shown that at least 4 out of 10 people have owned an Apple product once in their lifetime. IPhones, iPads, iPods, Apple Watches, Apple Tv, Airport, iMacs, Mac book Airs, MacBook Pro, Macbooks and Mac Mini's have been popular for years! As time passes by they get more advanced and its more fun to explore them.
Let me tell you about what goes on behind scenes. I've been working for Apple for 3 years. Taking calls for technical support and helping people with their issues has been a routine. I never knew what went behind the scenes until after 6 months into my job.
1. Their are rude advisors out there but that doesn't mean we are all like that.
We've all had an experience to where we called customer service and the representative was either rude or didn't know what they were doing. Yes, it's annoying and frustrating but if you call in being rude to someone that's trying to help you then that is on you.
2. To the mean and rude customers.. This is for you!
I've had over 100 calls to where people were rude, cussing, and insulting me because their iPhone wouldn't turn on or their iPad was disabled. That's not MY fault. It's just the product. This is how I see it... If you're rude or just yelling so you can get something for free then you are wasting MY time. I don't help customers that are rude to me and don't want to be helped. I will go above and beyond for my customers but when they are rude, snobby or just terrible I will not help them. Me, Personally, If a customer is absolutely rude and hard to work with I treat them the way they treat me. Their is no policy on my end to where we have to be verbally abused or emotionally abused. We didn't sign up for that.
3. If an advisor doesn't know what they are doing, don't assume they are stupid!
Things are constantly changing at Apple. Software, Hardware and Features on a new or existing product. Everything is changing. So it's hard to keep up at times! Other wise we might be new on studying the product so it takes time to learn! For example, my second year on the job I HAD to learn about Mac computers from the inside out. It was the HARDEST thing ever. They give limited and not thorough training for it. Sooo... We have to learn it on our own. My first month on taking Mac calls... Majority of the time I didn't know what I was doing. I'm not stupid or dumb. But with mac computers it's so much more complex and it could be a number of things causing issues. It's almost infinite. If you're calling and the advisor doesn't know what they are doing please be patient. If they are nice and looking for information for YOU then treat them with respect and be appreciative.
4. We are smart but aren't technologic geniuses'!
I've had countless calls to where a customer can't remember their Apple ID Password or their 4 to 6 Digit Passcode for their phone... They ask me if I can give them their password for their icloud account and to unlock their phone or give them the pass code. We can NOT do any of that. First of all, that's against security and privacy reasons. Secondly, we don't have the tools to even do that. Thirdly, just because we can see a few things about your product or account doesn't mean we can get into your phone. That's impossible.
5. Back Ups... Back Ups.... Back Ups.
Gosh... I can go on and on about this topic. Whenever a phone, iPad, and iPod get disabled or you just forgot your pass code their is nothing else to do but restore it to factory settings. With that... EVERYTHING is erased. Back ups of your information is a must!! Do it every few days or even once a week. It is very important!
6. If you're looking to troubleshoot your device... Be right next to it.
I've had many calls to where customers want to troubleshoot their apple products but their are not home or are driving. What the? You have to be next to the product. We can't do it for you. Especially if you are driving. We are not responsible if you get in a crash. If you're not home we can't magically do it from our end. It's impossible.
7. Lastly, if you don't have the time then call when you do.
These customers annoy me the most! They call in... Wanting a quick fix to their problem. OK cool I mean who doesn't want that? But do NOT rush me. Thing is in order to get it fixed I need to do research on my end because we dont know EVERYTHING at the top of our heads and we need to try steps in order to narrow the issue down. It will take some time. If you don't like it then call when you do have the time
Thank you contacting Apple Support I hope you have a great day.🍏