How do I review a conversation that I had with Apple Support Chat?

Question

Level 1

23 points

How do I review a conversation that I had with Apple Support Chat?

Hello. Today I used Apple's Support Chat to clear up some confusion that I had. The staff member I chatted with was extremely helpful and walked me through the steps needed to address my problem. After the chat ended, I was directed to a survey of my experience (which I filled out). I was told that I would be sent a transcript of the chat, but have not yet received one. How long does this usually take?

The staff member provided useful links in the chat, and I was hoping to review it so that I can follow the links to the products I need. Is there a way to look up old chats or request a transcript? I have the case serial number, but when I look it up it does not display the conversation that I had. I thought that after I filled out the survey that it would bring me back to the conversation to look over, but it did not. I created a Support Profile hoping to find the transcript but had no luck. Now I am not sure what to do because I cannot recall all of the steps that were suggested.

Please help! Thank you in advance.

Jocelyn.

MacBook Air, Mac OS X (10.5.8)

Posted on Aug 2, 2014 12:19 PM

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Answer 1

Jocelynx Author

Level 1

23 points

Aug 2, 2014 1:18 PM in response to K Shaffer

Hello K Shaffer,

Thank you for posting a reply. I followed your advice and began a new chat with Apple Support, even though it was a bit time consuming. The staff member I spoke with was able to review my old chat and gave me the information I needed from it. She also e-mailed me the transcript of our chat, which the first person I talked to did not do. She said that one can request previous chat transcripts by going here,

http://www.apple.com/privacy/contact/

selecting "privacy issues," and filling out the form. It would probably be faster to chat online with Apple Support like I did, but this is just another way to receive a transcript if you were not e-mailed one or accidentally deleted it.

Thank you for your help!

Jocelyn.

😎

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Answer 2

K Shaffer

Level 8

36,016 points

Aug 2, 2014 12:27 PM in response to Jocelynx

You may have to revisit the Chat directly and ask your question about the service, there

because they can (or should be able to) access their database to see when you called...

As this is essentially a user-to-user ASC discussion and usually does not involve Apple

directly, the most you may luck into could be an Apple specialist, on random occasion.

Details about your Chat and support experience should be in their database, so you

may need to refresh your conversation with whoever you get on a return visit there.

PS: sometimes, you can take a screen-shot of a chat window, for later reference.

Good luck & happy computing! 🙂

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Answer 3

K Shaffer

Level 8

36,016 points

Aug 2, 2014 1:41 PM in response to Jocelynx

Thank you for your helpful follow-up to your issue, as this likely

could help others viewing these ASC discussions for ideas later.

Glad to hear you were able to resolve this issue most directly by

contacting Apple and Apple Support. Also, I wondered about the

lack of email transcripts to your first Chat; & now we know more...

Good luck & happy computing! 🙂

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Answer 4

Ritaly

Level 1

0 points

Jun 14, 2015 6:50 AM in response to Jocelynx

It is Sunday 14/15 @ 8h44am, I tried to contact apple by chat and i waited more than 20 min. Finally, when someone answered me...i placed three questions...guess! he/she did not answer my questions....i waited 30 more minutes....and I gave up because i cannot spend my whole day to get some information to buy an apple software...costumer service by chat...0000! by the way, they gave me a number: 572004436...as a gift!

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Answer 5

deggie

Level 10

167,525 points

Jun 14, 2015 2:25 PM in response to Ritaly

Why don't you try your questions here? I would guess the chat got cut off somewhere between you and them.

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