Returning a call from apple support

Question

Returning a call from apple support

I just received a callback from Apple Support. This was a follow-up from an call I made earlier in the day. My case was escalated and I remained on hold for over an hour. Finally, the low-level agent came back on and persuaded me to end the call now and wait for someone to call me back later today.

So, someone (or a system) form Apple just called me. I answered the phone and waded though a few steps. Eventually, I received the message "The person you are trying to contact is not taking calls now," or something to that effect. The frustrating thing about this is that Apple initiated the call, not me.

I tried to reschedule a call back, but this is what I ran into...

What I'm I supposed to do now?

MacBook Pro with Retina display, iOS 11.2.1, null

Posted on Dec 17, 2017 2:00 PM

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Answer 1

Best reply

ChitlinsCC

Level 7

20,924 points

Dec 17, 2017 2:30 PM in response to Steve in Seattle

You need to get to talk to a REAL person. That # will cut through the problems.

One thing is that it is the weekend. 24/7 staffing does not necessarily mean "fully staffed" or especially that your target contact is at work at a given time

But you are welcome to give up if you like

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Answer 2

ChitlinsCC

Level 7

20,924 points

Dec 17, 2017 2:10 PM in response to Steve in Seattle

You almost certainly got a "trouble ticket NUMBER" - this is how they keep records at Apple Support

Start again at the last place where you were able to instigate a call and USE THAT NUMBER to cut through the triage that you encounter

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Answer 3

babowa

Level 9

78,103 points

Dec 17, 2017 3:03 PM in response to Steve in Seattle

I never allow them to call me back. For one thing, they do not have my actual phone number (only a dummy such as 123-4567) and, for another, I tried it once (with their executive escalation dept) and waited for 2 hours to no avail. So, for me, that option is off the table permanently - if their Executive Relations can't do it, how could I expect tier I or II to actually do it. I will either chat now or call them - if they offer to call back, I will politely decline and ask them for a different solution, such as going to a Genius Bar.

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