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Apple Launches Support Account on Twitter With Tips, Tricks, and Customer Service
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This article didn't mention anything about the intentions behind creating this twitter service. Unsure what led you to that conclusion. #confused
You seem to be criticizing Twitter more based on the assumption that it can be used to solve all (including major) tech problems when that's not the case. If someone has a blinking screen, that's a serious issue, and naturally a consumer will make a Genius Appointment as opposed to going on Twitter.
If however, someone has a question such as "How can I send this picture via Email?" or "Wow, I didn't know you can make a checklist on the Notes app," you know, most consumers (not those of us who know of product announcements and features months in advance) this Twitter service is great. You wouldn't want to make a Genius appointment, or call, or chat, or even email with a Service Rep to ask "How can I send a GIF via text?" There are so many quick, simple questions people have in general which is perfect because Twitter is also quick and simple.
You're making the assumption that this service will be used to fix faulty devices or software. In reality, you can have a perfectly working iPhone, with absolutely no issues whatsoever, and still want to know how to enable Low Power Mode, for example. Twitter serves a purpose for what this type of "Apple Support" is supposed to be.
And they still essentially got those, among many other support avenues that have been around for quite a long time in addition to Twitter.
Only 3 tweets ever made it :
1) reset NVRAM
2) reset SMC
3) reinstall OSX
On a serious note, they should be providing this kind of support on a telegram channel rather than twitter
1) reset NVRAM
2) reset SMC
3) reinstall OSX
On a serious note, they should be providing this kind of support on a telegram channel rather than twitter
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isn't telegram's secure approach to communication more in line with al the Apple vs. FBI fluff ?
Is it a medium that is popular and in use by many? Doesn't seem like this support option is about security in particular, just about approachability/accessibility essentially.
Huh, you assume people RTFM, well they don't even when they do exist.
In the case of something like IOS or OS X, the manual will be a huge sprawling frightening thing, if needs for coverage of all use cases (not even QA manages to do that).
Maybe if they used a Siri/Watson combination as a front end, searching a kind of mega FAQ could work.
And from my experience of collaborating in writing both as a manager and engineer for a major products, it doesn't cover 1/100 of questions users may have. The same reason you need QA in the real world and not just code review to make sure code works.
not everyone is on or wants to be on Twitter or Facebook or Whatsapp or Pinterest or.... etc
What about those eh?
and yes, it does include me. Any profiles/accounts purporting to be me on any Social media site are fakes.
Any customer could appropriately assume "support" means the entire breadth of the meaning of that word, not the narrow way you want to cast it. It's not @AppleTips. It's not @AppleHowTo. It's @AppleSupport.
Also everything you say can be solved by just typing in the question into Google and anyone who is competent w/ Twitter is certainly efficient w/ Google. OTOH I double there are people who have Twitter A/Cs but don't know how to use a search engine or go to Apple.com and use the search bar.
Sure it's fine to have another point of access but people are making fun of Apple because they are coming way late to the Twitter game and it really doesn't ease any pressure points. It's wholly an unoriginal idea that solves nothing other than give Apple more PR presence on Twitter w/o being obviously PR.
Over here I've never gotten a same week appointment usually it's 2 to 3 weeks out
Just another small thing to add to a large list of already existing support venues that have been around for years from Apple, some of such venues that didn't and don't even exist from other companies.
Yeah. At 100 responses per hour it's very small in the Apple mega multi-million person user base. Better chances of winning a $1 on a lotto scratcher. But again, and I realize you are commenting just on my last response, not my first, my point was not to criticize Apple for doing this but to explain to the other poster why people are amused Apple is offering support via Twitter a decade after Twitter started and also that it's not really the best platform for solving issues.
It is definitely not the best platform for solving issues. It is, however, one of the best platforms to get attention for issues. I would say greater than any other social network. Brands try very hard to maintain their reputation on twitter - fearing something going viral/trending that they don't approve of. Consumers are learning that by being a squeaky wheel on twitter, they are likely to get a more prompt response than via email, phone, etc...
Correct. It's @AppleSupport, not @AppleTroubleshooting
So, when your car breaks down, or kitchen appliance breaks down, or your computer or phone break down, a consumer's first reaction will be to go on Twitter? "@Chevrolet Hey my car engine sounds weird. What's wrong?" Really, this is what you're saying?
You're basing this out of being reactive. You can look anything up in Google. But Google won't tell you how to use checklists on the Notes app (for example), unless you tell it to. Again, you're assuming that the account is reactionary. I'm following the account and there's absolutely nothing wrong with any of my Apple products. Sometimes you're not looking for tips & tricks, but if you see something cool on the timeline that makes your device more effective, then what's the issue?
Coming "way too late" to the Twitter game (because Apple didn't have this account from the start of Twitter, it's somehow rendered as invalid. Ok.....), it's unoriginal, and solves nothing. So they should shut the account down and not even bother, is what you're saying.
Now there's a solution that benefits the consumer.[/sarcasm]
Well, realistically speaking, people are "amused" about all kinds of things, most of which don't really have something "amusing" to them, or not in the way that those people might be "amused".
