Do Senior Advisers have supervisors that can be contacted?

Question

Level 1

18 points

Do Senior Advisers have supervisors that can be contacted?

I have been dealing with an issue for a little over a month. My iphone 6 as well an many other persons, is experiencing a glitch with the time and it going back an hour. I personally depend a lot on my phones clock for work.I have tried many different trouble shootings with several different senior advisers and no luck. The last one i worked with, seemed and sounded like she had this and after several days and promises, she came back and in directly admitted that it may well be a software issue, since I had provided her with some screen shots that proofed the software theory, she did share this with her "supervisor" and engineers. She wanted to as final solution replace my phone, my phone is only 6 weeks old. Well her intentions changed and that's when I wanted to speak with her supervisor, since the the situation was definitely escalating and going in the wrong direction. She really couldn't deliver on her promises, with the replacement, mind you I also have Apple care. She comes back and tells me, that she was it, that there was no one else I can speak with regarding the replacement. I have an extensive case on going with Sprint since that's where Apple pointed me to. Apple would not talk to their technical escalation department. Why can Apple ever admit, that they can make mistakes, after all the updates for the most part, that's what they fix anyway, or wait no they improve things. Pardon my sarcasm, but I'm upset at how Apple sounds like they want to help and correct the problem, but always on their terms and at the intelligence of others. Does anyone reading this post experiecing the time issue? this only is happening on the iphone 6 at least so far and really after the update.

Thank you!

iPhone 6, iOS 8.4

Posted on Jul 17, 2015 7:00 PM

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Answer 1

Nov 4, 2016 2:12 PM in response to manisa5977

You can't ask to speak with their manager since they are the highest level of support.

What you CAN do is call back and say that you want to provide feedback on one of the advisors. Give them the name of the Senior Advisor and they will send that advisor's manager an email.

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Answer 2

Dec 28, 2017 11:55 PM in response to manisa5977

Same here! (Notes disappeared) After gathering an ungodly amount of private information, and hours of phone calls, said Senior never got back to me with an explanation or solution

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Answer 3

Jul 17, 2015 8:47 PM in response to manisa5977

I Personally have never heard of a 6 losing its time. 5c yes but 6, no. You say multiple people you know have this issue? typically time is a carrier function. The carrier tower provides the time to the device. Are you near a time zone barrier?

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Answer 4

Jul 17, 2015 10:04 PM in response to manisa5977

Hm. What's giving you the time off on your phone? The clock? Or is it a certain app?

I know you have had a good amount of troubleshooting but here's my two cents.

Date and time in settings is usually set to automatically. You can adjust this to different time zones to change your time. I am not sure about the escalation situation but provide some more details and this community may be able to help you out more.

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Answer 5

Jul 17, 2015 10:10 PM in response to manisa5977

i've honestly never heard of this issue before, but if you have restore the device to factory settings and set it up as new and it is definitely still giving you the issue, then you would need a replacement device.

Apple Senior Advisor's Managers can not be contacted, they are pretty much there to make sure the advisor comes in on time and is following their metrics and stuff.

What you can do is call regular technical support, ask for a senior advisor and submit a complaint about the Senior Advisor you were dealing with before.

Senior Advisors are like the last say for Apple and they make the decision.

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Answer 6

manisa5977 Author

Level 1

18 points

Jul 18, 2015 5:13 AM in response to bryan.vance

I have worked furiously with Sprint, as we all agreed it had to be a carrier issue, because technically the phone gets the time from the closest tower. Several technicians went out to the field on four different occasions, and where not able to find anything. A so call switch on the tower checked out to be on. I have provided Apple with some screen shots that show it doing it on the LTE as well as on Wi-Fi. The local Sprint corporate store, the manager met with me and indicated that they have 20 cases reporting such issue. At first yes a carrier issue "Sprint" however i now know of people on with Verizon, that have experienced the same thing. Once the Apple senior tech saw my screen shots, she agreed that if I got another phone the issue would go away. I will just have to see. Thanks for your input, is well appreciated.

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Answer 7

manisa5977 Author

Level 1

18 points

Jul 18, 2015 5:23 AM in response to Truly_Based

No, its the phones time itself that skips to an hour ahead or behind. Yes you can go in a set it manually but when you travel through different time zones like i do, it will not change automatically. This is a feature on the phone and i would expect it to work. After all Apple makes a phone to work as it should. I guess you must have millions of complaints before it is addressed. It goes from an "herd issue" to an "known issue" I guess that takes awhile. Thanks for your input, I appreciated it.

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Answer 8

manisa5977 Author

Level 1

18 points

Jul 18, 2015 5:42 AM in response to mermaidxdani

I guess you are right about the Apple Managers, that's all they are there for, I find it kind of arrogant and limited as in any company, specially in corporate america, where they have implemented systems, and everyone has someone over them, that's how you keep a good customer service, in check and balance. We humans make mistakes and not always take the right decisions. I know they have to have an executive office and I will take the time to reach out to them, even if it takes me a year and if does, I'm sure that by then I would have made a decision to leave all Apple products behind me. By the way in my household we also own 3 Samsung Galaxys and no issues at all with timing. One my older kids and business associates have several Apple products as well as myself and we have trusted and complemented Apple on their customer service technical support, always. for me until now. Thanks for you help and I will do what you mentioned in calling back and see if i can get another agents attention.

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Answer 9

Nov 4, 2016 5:03 PM in response to Amory_Blaine

Amory_Blaine wrote:

You can't ask to speak with their manager since they are the highest level of support.

What you CAN do is call back and say that you want to provide feedback on one of the advisors. Give them the name of the Senior Advisor and they will send that advisor's manager an email.

Hopefully, the OP has resolved their issue in the more than a year since this thread was last active.

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Answer 10

LACAllen

Level 8

43,590 points

Nov 4, 2016 5:11 PM in response to Amory_Blaine

This is not accurate.

Everyone reports to someone. Call in with a case # if you have it and ask for Customer Relations.

Apple Support may be fairly flat for reporting, but not that flat.

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