Why should support always be by telephone

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Level 1

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Why should support always be by telephone

When I was looking for an answer to my problem with the new iTunes I also looked on the support page and noticed that the only way to get support, is by telephone. What is the reason for that? Usually I prefer to ask my questions in writing (and have answers in writing).

I have this suggestion for the Apple support page:

* Also offer the possibility to ask for written answers. After such an answer you can always see if telephone contact is useful.

* Show next to the written answer possibility the alternative of going to the forum and asking the question there.

Posted on Dec 5, 2012 1:57 PM

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Answer 1

John Galt

Level 10

141,126 points

Dec 5, 2012 2:00 PM in response to jrk2

Telephone support is the most difficult, time-consuming, and inconvenient of all options.

Try this instead:

https://www.apple.com/support/itunes/contact/

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Answer 2

seventy one

Level 7

27,424 points

Dec 5, 2012 3:29 PM in response to jrk2

Much agree that writing is the best option where an option exists. It is more direct, considered and personal. But don't underestimate the forums, I have had first class advice via these columns and often from people infinitely more experienced than any Apple Genius I have met.

I also find that to Google a question can produce interesting answers too.

Be aware that Apple post a warning that some areas of support must be paid for going via the iTunes/contact route, once your Apple Care has run out.

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