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.
I'm on the tech support side, but I'd say it's a combination. The training is intense on customer service. That said, there are so many more people that want to work for Apple than there are positions that the company can afford to be super-selective.
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I can't talk about specific calls due to Apple's privacy policy. Generally though, the calls that are tougher are when the customer asks for your help, but refuses your recommended steps. Then they go a different route that makes their issue worse.
Other difficult calls are when a customer can't separate you from the situation, and the adviser is unable to help the customer because their emotional state is not in a place they can work on technical issues. This is where Apple's training shines, but the calls are still tricky to navigate.
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Once Apple has confirmed an issue, we are allowed to tell the customer that Apple is aware of the issue and what Apple is doing about it. We receive a special notice that we have to acknowledge before taking calls that lets us know of new issues or programs Apple has developed to address an issue. Before that happens, we may collect information from the customer to send to Engineering. We are not allowed to speculate on the cause, and don't answer questions about the press generally unless you re experiencing the issue yourself. Many times an issue is caused by a third party app, so we won't address it unless it ends up affecting too many of our customers such as when customers began downloading a malicious app called MacDefender (see https://support.apple.com/en-us/HT202225)
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Tablets are here to stay for a while. As the market is maturing, tablets are really finding their place in the business world. You see them being used in hospitals and at points of sale. With the iPad pro, Apple is better positioned for professionals like graphic designers.
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Yes, but I won't say how much. It is probably more than you expect.
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If you give family members access to your account, then purchases they make are authorized. As a courtesy, when a child makes purchases on your behalf, Apple may refund you for those purchases and then educate you on what you can do to prevent them in the future by setting them up with a child account with the "ask to buy" feature or setting up restrictions on their device. Every person should have their own Apple ID. Once this courtesy has been extended, Apple may choose to no longer offer this exception to make a refund on your account. It's likely you were also emailed articles about how to set up family sharing/child accounts or to set up restrictions. Check your emails from Apple from the last time the refund was approved. If this was a truly unauthorized purchase and you need the money back, you may dispute the charge with your credit card company. You will get the money back, but Apple will restrict all future purchases on that Apple ID to prevent more unauthorized purchases.
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