The Mac Support Awards: The Best, Worst, and Weirdest Things We've Seen

Posted by Shawnna on June 15th, 2021

I have been rather Blessed with my Apple equipment over the years.

They've almost never been the source of abject disaster. Very well, aside from some time when my MacBook Air appreciated its butterfly keyboard -- And that i failed to.

Oh, after which you can there was time my apple iphone would not demand and an Apple Genius advised me my charging approach was faulty.

But as so Many of us are trapped at your home all day long -- and evening -- reliance on our gadgets has perhaps by no means been much more extreme.

So I made a decision to commit a little time observing the Apple Guidance Twitter feed. What types of issues ended up individuals owning? How ended up they expressing them selves?

Soon after one hour or more of scrolling and scrolling, it's easy to think that Apple's devices seriously are not way too superior. Till you don't forget you'll find billions of them now out there, someplace.

However, there is certainly some thing instructive in viewing how extensive the gamut of troubles definitely is.

Specially when It is chilly.

Sample from a purchaser: "Why are iPhones so sensitive to chilly? Why does @Apple not deal with this? My cellphone battery went flat plus the cellphone shut itself down when I came within today. It is really just -5 Centigrade."

The solution from Apple Guidance was a little chilly: "Use iOS units where the ambient temperature is involving 0 levels and 35 degrees C (32 degrees to ninety five levels File). Reduced- or large-temperature conditions could possibly result in the product to vary its behavior to regulate its temperature."

Emotions can operate extremely significant. A shopper termed Dominic, who promises being a spelling bee winner, tweeted: "My AirPods are trash now they just are not loud anymore Apple is really a fraud."

Just as if acknowledging he may be sounding intemperate, he sent a abide by-up: "Aspect bar. I left them in my car or truck last night, would the chilly have anything at all to do to impact the volume? Plz support @AppleSupport."

A term of advice. Really don't contact a person a scam after which you can talk to for their enable. Which is surely the incorrect buy.

Angry, Satisfy Help. Or Meet up with Robot?

Aggression does seem to be many shoppers' vital manner of interaction. Threats far too.

A client was unsatisfied his iPhone 11's battery lasts a mere six several hours. He tweeted: "MY Cell phone Just isn't WORKING Any longer .. yo whag [sic] if i sue apple ...@Apple this you?"

Oh, I think Apple's attorneys are well versed inside the suing matter.

It was not just iPhones that upset individuals. "@AppleSupport my macbook air 2020 doesn't turn on. it has been undertaking this for more than one hour. what am i purported to do? I have bought it in november lol."

A remarkably affordable lol inside the circumstances, I felt.

The listing of alleged annoyances was remarkably in depth.

"It's unbelievable that I cannot update an expiration date for a card on file with Apple. I are not able to even clear away and re-insert the cardboard. It's so frustrating!" screamed a single buyer.

Some aren't sure whom in charge: "@Apple@AppleSupport just updated iPhone 7 to iOS fourteen.4 and it retains rebooting and can't use @Verizon cellular data. Is this a way to power me to enhance my phone. WTH @VZWSupport."

For a few, their mobile phone was ringing on silent. One particular person asked: "Why did my apple iphone 7 just shock me throughout the torch around the back."

For Some others, Apple Audio wasn't Doing work. And the quantity of individuals complaining about Huge Sur would, if they jumped concurrently on Highway one hundred and one at Large Sur, have despatched the roadway crashing into the ocean. (That just happened devoid of them - Ed.)

There was a MacBook that would not join with Wi-Fi and an iPhone twelve Pro Max using a flash that turned orange on entrance-experiencing photos. iOS fourteen.five was seemingly causing a man's CarPlay to not Engage in.

There have been prospects who went to severe language. Properly, It is easier to get mad on Twitter, as an alternative to facial area-to-facial area, isn't it? Sample: "Apple and AT&T should get jointly and decide they gon run me my income for this shitty ass 12 Professional."

In some way, though, I could uncover no correlation in between Excessive language and Apple not responding.

There have been consumers who went to significant extremes: "Sample: "I am dropping the will to are now living in acquiring scenario No 101318982224 resolved. 3 several hours on the web and Apple Mac Support 4 several hours on the cellphone speaking with six various advisors and nevertheless not rectified. Unacceptable company."

And: "I've purchased 2TB of storage and my issues however dont disappear. @apple Are you interested in me to die?"

I truly feel sure Apple needs you to Are living and invest extra money on other Apple goods, in fact. I was considerably less absolutely sure, however, if the replies came from humans or robots. Several felt robotically formulaic.

One example is: "We will be happy that can help. What error message are you acquiring specifically? You should send out us a DM and we are able to go on to help there."

Or: "We might really like to help out with the Apple News app overall performance! What machine and running procedure Model do you think you're at present working with? Let's know in Immediate Information and we will be satisfied to look into this with you."

No, These are generally Individuals, Correct?

The greater I stared, the greater I necessary a pacifier. A glass of a thing non-Liquor cost-free, Most likely.

If I wanted a pacifier, I can not think about what any individuals on another conclude have to be imagining and experience. They're authentic men and women, correct? It's not normally really easy to tell.

For every one of the responses felt fully created, there were a handful of that probable were not.

This to some client with persistent keyboard challenges: "Thanks for achieving out! We are sorry to hear this transpired again. Without having a keyboard, our desktops are basically worthless."

But I assumed Apple items always had terrific resale benefit.

Or this to anyone whose Laptop simply is not going to turn on after updating to Big Sur: "Hey there, Solomon! Thanks for connecting with us! It's way more handy whenever we can ability it on."

The thing is? Dry wit.

The amount of Can A single Human being Tolerate At Just one Time?

I requested Apple how many genuine human beings work on the Assist Twitter team. I also asked how much time Each individual shift is. I failed to have a reaction, from human or robot.

So I DM'd Apple Support and questioned: If I had a problem with my Mac, would a true human answer? I bought a swift reply: "Be assured, you can find only human beings on another facet from the DM! We are really here and usually satisfied to aid."

Concerning how they take care of to tolerate the genuinely angry clients, the DM individual supplied: "We recognize all of our customers." A touching exaggeration.

Operating from home has become distressing For lots of. If your occupation contains confronting frustration and anger, that truly can't be easy. It is really as should you be staying trolled all day long from the politically opposed.

Numerous in tech customer service have exhibited abnormal patience and toughness since they've made an effort to assistance the discouraged, the offended, along with the simple disgraceful -- Verizon keep staff have absolutely faced that very last just one.

I wish to believe that the Apple Assist staff are used to all this and just brush it off. But offered the tone of numerous complainants, I finally see a positive cause of artificial intelligence. Robots Do not experience a issue. Perfectly, not yet.

Still, some customers do seek to use appeal: "Salutations my beautifulliesssss @Apple, I feel I completely shed among my AirPods how do I receive the Restoration to see that 1? I'm able to activate locale but I get no hit... not even over the a single in the case... (I do think the following set .. needs exterior seem also) now what? Tk u."

I observed no proof that (this try at) attraction incited a far more favorable reaction from Apple.