Q: apple support
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Aug 27, 2016 7:00 AMby ChitlinsCC,This happens to everyone on occasion. I'll be that it occurs during a 'transfer' to an upper level specialist?
I now act proactively. Here's what I do:
- Make it clear, politely, that you have been disconnected repeatedly in the past
- give them a call back number
- ask them to read it back to you
- get a "trouble ticket number" so that if I must call them back I don't have to tell the story over again
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Aug 27, 2016 7:09 AMby bimmergirl,This has happened on MORE than one occasion and frankly I'm getting tired of it. If I tell the person that I've been disconnected several times in the past I get a "I'm sorry" and that's about it.
A few times I've called back only to wait another 30 min (when it's busy) to talk to someone. Last night I was speaking with someone for over an hour because I lost ALL of my time machine backups AND my Mac was telling me the HD was almost full. I'm not one of those people who can't do anything without someone holding my hand but I lost months of backups and it was imperative that I complete the phone call with this person so I wouldn't have to explain everything all over again. Even if you have a case number you still have to explain again.
I'm just really disgusted I guess. It's all left a sour taste in my mouth. I had a lot of faith in Apple Support but it's been dwindling recently.
Don't get me wrong. Last week I talked to a senior advisor because my hd was corrupted and I had to do a clean reinstall of my OS. We were on the phone for a while, got disconnected and he actually called me back. That was the only time I've had that phenomenon happen.
I wonder if apple has this "time limit" for these guys to spend with us? I know it's far-fetched it just seems too coincidental that I've been disconnected more than once...
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Aug 27, 2016 7:43 AMby ChitlinsCC,Helpful*I* have been disconnected more than once also. That is why I am proactive with the steps that I described.
It is no consolation that other companies suffer from the same "telephone technology" problems that plagues Apple.
One thing that may be improved is Apple's attention to those customers that have been hit by the issue, I guess. TimeWarnerCable is actually making a concerted effort to make their Customer Service top notch - and even they drop calls!
To that end
- Call back
- Ask to speak to a Supervisor (BRIEFLY explain to 1st responder that it is because you have been disconnected repeatedly)
- Send Apple Feedback > https://www.apple.com/support/feedback/ (you may want to choose "Other" from the Topic Menu)
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Aug 27, 2016 7:46 AMby bimmergirl,Thank you for the bit of info. I've already left apple feedback regarding support but I will talk to a supervisor next time I have to call back.
Apple has always been known for their customer service since I can remember it's a shame it's come to this...Even just a little while ago this would have never happened. Seems to be happening more than ever lately...
I hope they see the problem and try to do something to correct it...Maybe it's a glitch since all of these advisors are all over the U.S. and outside of the U.S. connecting remotely working out of their houses not in an office...
