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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Sr. Software Engineer
Is it basically impossible for a skilled programmer to be out of work these days?
Subway Store Manager
The 6" sub is too small and the 12" is too big. Why no 9-inch sub?
Cruise Ship Officer
Is the "women and children first" rule still in effect?
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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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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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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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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