IamA Senior Mac Advisor for Apple Inc.(AppleCare). AMA!
This is a throwaway account because my primary username is shared between Apple/Reddit. Background history about myself… I’ve been a Senior Mac Advisor at Apple Inc. for almost 3 years now. In the past, i’ve worked at various IT support positions ranging from supporting Microsoft Windows users, to Linux users, and finally PDA platform users. I can say that throughout my years of experience, Apple Inc. has the dumbest customer base i’ve ever had to support. AppleCare in the US alone, on average receives about 175-250K calls daily (those values are significantly higher during holidays). I’ve never seen so many people spend thousands of dollars on product that they have no idea how to use, or even put effort into trying to learn. Non-OSX/iOS users at least have a general understanding of how to right click and navigate their desktop screen. The expectations of Apple customers is that their product should just magically do everything for them, without having them to interact at all with an interface.
Heres an example of a daily interaction that i have…
Me: “Ok, so in order to make changes to your computer, your computer is asking you to enter the administrator account password for your computer.” Customer: “Uh, I don’t know what that is, whats my password?” Me (in my head): “How the fuck am i suppose to know what your password is you twat?!” Me: “Your password is the password that you created when you had set up the computer for the first time.” Customer: “I don’t recall setting that up” Me: “Its where you created your account username, password, and it asked you to take a profile picture using the webcam” Customer: “Oh I remember taking a picture now…” Me: “ -________- “
Having to deal with such customers must have its pros right? You bet! Apple Inc. in general, is a pretty great place to work. Intelligent colleagues, great pay, fantastic benefits, various opportunities throughout the company, and etc.
I’ll try to answer questions as quickly as possible (I'm actually working right now as I do this). You can ask any question in regards to Apple Inc. as a whole or even technical questions, and i’ll answer them honestly!
EDIT: I'm outta here guys! Thanks for all the questions. If you wanna ask me anything still, just shoot me a PM :)