apple care

Iphone not importing videos into FCPX - only audio is coming in. I was able to import videos to Photos app

I'm operating on a Mac Pro 12 core on OS 11.6 El Capitan

I have apple care for my iPhone 7, and I can't get help. I was on the phone for 1 1/2 hours last night with support.

I hung up tried again and got someone to schedule a call back for me today Sunday 12/10 at 1PM ..I haven't heard from anyone.

I can't believe that Apple Support has deteriorated to such an alarming degree.

To make matters worse the Apple site support doesn't recognize my Serial Number or IMEI numbers

Support helped me to verify that the numbers are correct

Is there anyone from Apple viewing these messages? If so please write back with a solution to get Apple Care help