Anonymous
Hattiesburg, MS
Male, 27
I help customers who call into AppleCare regarding issues with their iPhone, iPad, iPod, or iTunes. When the first level adviser is unable to assist, I take over the call.
Advisers are more specialized, and don't service all products and services - so I'd be unable to answer which products need the most service. I personally service iOS devices and the services they use - meaning iPhone, iPad, iPod, iTunes, iCloud, and Apple ID.
That being said, more of my calls are regarding the iPhone. The reasons include they have the most software features (includes iPod and iPad features, plus cellular), and because so many people have iPhones. Finally, people carry around their iPhones so they are more likely to experience accidental damage which is a covered benefit of AppleCare Plus.
The products themselves are well made. There are a few issues Apple has recognized as affecting their products. When this happens, such as a battery issue for certain iPhone 5's and a sleep/wake button issue on some phones, they offer a free service option. Calls are usually because of software or account issues after changes made by the customer.
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Absolutely. Though you could get a great computer that you build, Apple's high quality parts are made to work together seamlessly. In fact, some specs can be lower on an Apple machine and still work great because of the overall way the system is designed. Also, Apple stands behind their products with the limited warranty and AppleCare.
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Yes. Senior Advisers have more training and are chosen based on their metrics such as issue resolution and customer satisfaction. In addition, they have access to some more advanced tools that allow us to know more than the AppleCare Advisers. That said, the vast majority of issues can be resolved by the first adviser you speak to. Many times a call is escalated not because the Adviser wouldn't be unable to fix the issue, but rather because their understanding of the issue is incorrect. For example, a customer may say they restored their iPhone. The first adviser may take what the customer says at face value and wonder why the software issue was not resolved with a restore. A Senior Adviser is more likely to probe at what the customer did when they "did a restore." Often what a customer calls a restore is actually a reset or erasing content and settings. In this example, the first adviser had the right technical steps for the issue, but didn't use an approach with the customer that gained understanding of the issue
I don't want you to think the advisers you speak to first aren't well trained. They are, but some things come with experience..
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I came in under Cook. Cook and Jobs were friends, and have similar ideas on things. Jobs is still talked about in emails, videos, and our online message board. Cook has a good reputation within the company, and has his own tech support cases.
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There are advisers who work in a call center, and others who work at home. Most work at home.
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I'd refer you to http://www.apple.com/supplier-responsibility/
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Calls are monitored either after the fact, or occasionally, live. If a team lead is live monitoring a call, they could send a message to the adviser if needed.
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