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Apple Introduces New Dedicated Twitter Account for 'Apple Music Help'

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Apple today introduced a new Twitter account dedicated to assisting Apple Music users with questions and inquiries and who may not be finding the answers they need in the troubleshooting section of the company's main website (via 9to5Mac). According to the account's bio, users can expect to get support for their Apple Music-related inquiries between 6AM and 8PM PDT on every day of the week, including weekends.

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Tweet your questions to @AppleMusicHelp.? We're ready to assist Mon-Sun from 6am-8pm PDT. pic.twitter.com/nJyQZg961b - Apple Music Help (@AppleMusicHelp) October 14, 2015
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Apple has expanded its reach on Twitter over the past few weeks in a number of ways, including another facet of the new Apple Music streaming service with a Twitter account solely aimed at songs and shows currently airing on Beats 1. In September, the company also debuted an account aimed at the popular space of iOS gaming, with an angle to let App Store editors interact more freely with game developers amid the company's "broader push into gaming."

Article Link: Apple Introduces New Dedicated Twitter Account for 'Apple Music Help'
 
Article Link
https://www.macrumors.com/2015/10/14/twitter-account-for-apple-music-help/
mistafro said:
How can a radio station be their worst product? As radio goes its of pretty high quality.
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Music taste is subjective. If you don't like the music a radio station plays then you are probably not going to enjoy listening to that station.

djeeyore25 said:
I wonder if they'll ever get around to that iTunes Match song limit increase they said they would implement.
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You can ask them now. :D
 
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MacConvert07 said:
That's bizarre. Is there a precedent for companies to offer tech support through Twitter? I guess it seems like a good idea, but strikes me as weird. What happened the good ole knowledge base and support sites of yesteryear?
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Every modern consumer facing company does this.
 
MacConvert07 said:
That's bizarre. Is there a precedent for companies to offer tech support through Twitter? I guess it seems like a good idea, but strikes me as weird. What happened the good ole knowledge base and support sites of yesteryear?
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Companies that deal with the general public are now building out their Twitter presence when it comes to Customer Service.

People now are expecting companies to be there and respond QUICKLY. We're talking minutes from being Mentioned. I've had pleasant experiences with the teams from Best Buy, UPS, and many smaller companies Twitter CS teams. It's just a really fast way to get certain specific questions answered.

The biggest benefit of Twitter on both sides is SPEED. Companies can triage customer service inquiries quickly to get them where they need to go, and the customer gets a much faster response from the company, which makes people feel important, and more likely to do business with the company again.
 
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The fact that they're doing this means there's something terribly wrong with the app/service.

A fact that is often glossed over but still a big reason as to why this app sucks is the number of features removed such as Shake-to-Shuffle (which was always optional) and a landscape mode. Removing useful app features is very un-Apple and I would like to know their reasoning behind it.

The app is also clunky, buggy and even more poorly optimized for the iPad display than it was in iOS 7/8. Man, the iPad has barely been shown any love UI-wise since iOS 7.

The best music app was in iOS 6 and while the music app in iOS 7-8.3 had a lot of terrible UI decisions made, at least it kept the core functionalities and features (for the most part) intact.

Apple, all I want is a simple iPod app on par with iOS 6 to efficiently play my locally stored music without this extra streaming and radio crap. At the very least spin off the streaming service into its own (optional) app so that my personal music collection doesn't get sidelined by a service which I (and many, many others) do not care or plan to use.

Remember when the iPhone was touted as a "widescreen iPod with touch controls"? WTF happened?
 
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Maybe it's just me, but so far Apple Music has been great. I think it has a way better interface then Spotify (what I used prior) and I've not had any of the "kill your library" issues, so far. Though I never had too many custom playlists/artwork and the like. I am sorry for those that did get hosed, though. Also, Beats1 isn't bad. Not amazing songs to me, but not bad and I generally like most of the DJs.
 
bushido said:
thats a bit sad isnt it? "it just works"
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Lots of companies do this. Spotify has @spotifycares, Microsoft has @microsofthelps. Going by your line, it's sad that Apple has genius bars in their stores because things should "just work.

John.B said:
An entire series of Apple Music how-to videos, now a dedicated Twitter help account? Really?!?

Here's a novel thought, why not overhaul that sucktacular UI instead?

SMH
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What's wrong with this? As others have said lots of companies are building out their Twitter presence doing this. To me in this day and age good customer service should include Twitter. If I have a simple question it might be easier to tweet than call Apple Care or go to an Apple Store (assuming I have one near by) and I'll probably get a much faster answer than posting something on Apple's support pages.
 
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This is all good and everything, but one thing Apple needs to get rid off is the requirement of having to "authorize" whatever iTunes installation you are trying to use with Apple Music.

As you we have a very low limit of five active computers/iTunes towards one Apple-ID account at a time it makes it next to impossible to use Apple Music when you are not at home. This authorization and de-authorization is getting rather ridiculous.
 
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Benjamin Frost said:
Why are they bringing out all these help resources three months after it's launched?

Smacks of desperation, shoddiness or both.

I'm with Steve Jobs: people don't want to rent music.
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Tim Cook simply doesn't get music the way Jobs did, which is why Cook had Apple acquire Beats in the first place. But in retrospect, it didn't really help all that much.

Music-wise at Apple, things were much better when Jobs was the CEO. We had the best iPods, best versions of iTunes and the best music/iPod apps on iOS.
 
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Benjamin Frost said:
Why are they bringing out all these help resources three months after it's launched?

Smacks of desperation, shoddiness or both.

I'm with Steve Jobs: people don't want to rent music.
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I agree. I don't think people want to rent music either, especially not if you're someone who really loves music.

If you look at Apple's problem areas, you find one thing in common: Eddy Cue. How this shlub still holds a key executive position at Apple is completely beyond me.

Apple services suck. Cloud services suck. Bugs galore. The iTunes 12 UI is horrendous. But they're trying really really hard to lock all of their customers in nickel and dime services plans instead of staying focused on building great hardware.

Apple feels less and less like a tech company these days and more and more like a "lifestyle brand". Form over function. Ousting Forstall was the real turning point. Since then it's been a string of mediocre product releases (iPhone aside, where I still think they do a great job), horrible UI decisions, and buggy services.

And these guys think they can build a car? That should be good.
 
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Rogifan said:
Lots of companies do this. Spotify has @spotifycares, Microsoft has @microsofthelps. Going by your line, it's sad that Apple has genius bars in their stores because things should "just work.



What's wrong with this? As others have said lots of companies are building out their Twitter presence doing this. To me in this day and age good customer service should include Twitter. If I have a simple question it might be easier to tweet than call Apple Care or go to an Apple Store (assuming I have one near by) and I'll probably get a much faster answer than posting something on Apple's support pages.
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I think you're missing the point. Of all the issues with iOS, you'd think the stock music app would be the last on that list. Playing music on an iDevice used to be a simple, joyous experience but now it's become poorly-designed and convoluted to the point where you ask yourself "Apple designed this?" and "Did they really think it was ready to be released like that?"

Playing music on the iPhone has become so frustrating and aggravating that I no longer use my iPhone for music and I'm actively looking for an iPod classic to store my music and possibly downgrade from my 64GB iPhone (which has become unnecessary).
 
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MacConvert07 said:
That's bizarre. Is there a precedent for companies to offer tech support through Twitter? I guess it seems like a good idea, but strikes me as weird. What happened the good ole knowledge base and support sites of yesteryear?
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Microsoft does this and its very useful - I had real difficult issues (Im a computer scientist so any issues I can't fix are going to be complex) and they have helped me fixed it within a hour. (I used them when I first had it to see how far they could go with knowledge and I haven't been disappointed yet!)
 
Rogifan said:
Lots of companies do this. Spotify has @spotifycares, Microsoft has @microsofthelps. Going by your line, it's sad that Apple has genius bars in their stores because things should "just work.

What's wrong with this? As others have said lots of companies are building out their Twitter presence doing this. To me in this day and age good customer service should include Twitter. If I have a simple question it might be easier to tweet than call Apple Care or go to an Apple Store (assuming I have one near by) and I'll probably get a much faster answer than posting something on Apple's support pages.
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It's not the Twitter account per se. The point is, the Apple Music app shouldn't need a dedicated support team. Final Cut? Absolutely! Logic? Oh hell yes! But Apple Music?
 
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