Apple Supervisors Not Accepting Calls?

[drober30]

I have been told a few times now that Apple Supervisors "Have made themselves unavailable" for calls. The only way to speak with a supervisor is to schedule a call back.

Anybody else being told the same thing?

On October 27, I requested a call back and still have not been contacted by Apple.

 

[Floris]

Contact them again if they missed their date, you can do this even through live chat.. They can schedule a follow up call. You can provide them with the case #

This is what happened to me as well.

 

[drober30]

Contact them again if they missed their date, you can do this even through live chat.. They can schedule a follow up call. You can provide them with the case #

This is what happened to me as well.

I never got a case number? I guess I'll call back and inquire on this?

 

[Floris]

If they schedule a call indeed, you should get an email - this email has the case number in it.
If you never got the email, that might explain why you never got the case number either.

I opened a live chat on their site and talked to someone who offered for an engineer to call back (not that it went as planned, the wrong guy contacted me etc, but that's another story).. but she confirmed my apple id is what i can receive emails on.. and i got one with the case number and the phone they would call.

When it happens you get a call that says 'thank you for calling apple, press 1 for an advisor' who then talks to you

Try searching your mail for "apple + case" and see what comes up, maybe you overlooked the email?
on https://getsupport.apple.com/ you can enter the repair or case id.
If the page doesn't load with one, then at the bottom it should have view your devices or view your cases/repairs (which brings you to the input field for the case id)

If you simply didn't get one, contact them perhaps and tell them you were supposed to get a call but never did and didn't get an email with a case id either .. if they can look into it. You provide your apple ID and they can confirm who you are and tell you.

 

[drober30]

If they schedule a call indeed, you should get an email - this email has the case number in it.
If you never got the email, that might explain why you never got the case number either.

I opened a live chat on their site and talked to someone who offered for an engineer to call back (not that it went as planned, the wrong guy contacted me etc, but that's another story).. but she confirmed my apple id is what i can receive emails on.. and i got one with the case number and the phone they would call.

When it happens you get a call that says 'thank you for calling apple, press 1 for an advisor' who then talks to you
View attachment 729155

Try searching your mail for "apple + case" and see what comes up, maybe you overlooked the email?
on https://getsupport.apple.com/ you can enter the repair or case id.
If the page doesn't load with one, then at the bottom it should have view your devices or view your cases/repairs (which brings you to the input field for the case id)

If you simply didn't get one, contact them perhaps and tell them you were supposed to get a call but never did and didn't get an email with a case id either .. if they can look into it. You provide your apple ID and they can confirm who you are and tell you.

I have experienced this with a technical support call in the past but not sure if customer service uses this same method?

 

[DaveOP]

Honestly, can you blame them? I am sure they are flooded with "I PREORDERED, WHY DIDNT I GET FRIDAY DELIVERY" type calls. I would imagine that they filter them for things that actually matter.

 

[Dirtydutch]

Honestly, can you blame them? I am sure they are flooded with "I PREORDERED, WHY DIDNT I GET FRIDAY DELIVERY" type calls. I would imagine that they filter them for things that actually matter.

For real I'm sure the ridiculousness of some of these calls is amazing. Multiply this place by 1000, that's Apple support right now, entitlement galore.

 

[Avenger]

Honestly, can you blame them? I am sure they are flooded with "I PREORDERED, WHY DIDNT I GET FRIDAY DELIVERY" type calls. I would imagine that they filter them for things that actually matter.

Bingo.

 

[Floris]

Honestly, can you blame them? I am sure they are flooded with "I PREORDERED, WHY DIDNT I GET FRIDAY DELIVERY" type calls. I would imagine that they filter them for things that actually matter.

They schedule a call..
This isn't an airline overbooking
When they schedule the call and can't make it- you get a reschedule option.

 

[DaveOP]

They schedule a call..
This isn't an airline overbooking
When they schedule the call and can't make it- you get a reschedule option.

I understand, but I got the sense that this post was people asking to speak to supervisors, and being told they aren't accepting transfers.

 

[Floris]

I understand, but I got the sense that this post was people asking to speak to supervisors, and being told they aren't accepting transfers.

If they can't transfer you they will tell you and if a supervisor takes a look at stuff he/she can leave a note to the case that the advisor you end up on the call with can explain to you - and asks you if you're satisfied with the reply and understand it.. after which you can schedule a new call if you have more questions.

 

[drober30]

Honestly, can you blame them? I am sure they are flooded with "I PREORDERED, WHY DIDNT I GET FRIDAY DELIVERY" type calls. I would imagine that they filter them for things that actually matter.

I understand they are flooded with request; however, (see my other post) unless someone else had the system erroneously duplicate their order and was charged for $700 or more worth of unrelated computer accessories and then the system automatically canceled their phone that was scheduled for November 3 delivery, I believe my situation "actually matters" and thought I would have received a call by now.

This just sucks, Apple is not going to help me... nobody is going to contact me and reverse a cancellation or schedule a new phone for Nov 3 delivery. I certainly think there are managers with the ability to do it, any manager can look at my case and see there is no reasonable explanation for what happened and something in the system just went haywire but I will end up with a low level supervisor explaining there is nobody on earth that can move mountains.

 

[DaveOP]

I understand they are flooded with request; however, (see my other post) unless someone else had the system erroneously duplicate their order and was charged for $700 or more worth of unrelated computer accessories and then the system automatically canceled their phone that was scheduled for November 3 delivery, I believe my situation "actually matters" and thought I would have received a call by now.

This just sucks, Apple is not going to help me... nobody is going to contact me and reverse a cancellation or schedule a new phone for Nov 3 delivery. I certainly think there are managers with the ability to do it, any manager can look at my case and see there is no reasonable explanation for what happened and something in the system just went haywire but I will end up with a low level supervisor explaining there is nobody on earth that can move mountains.

That absolutely does matter, and I feel for you. Thing is, for every call like yours that is very important, I am sure they are getting 999 calls that don't. I would think they filter through them, try to find the important ones, and go from there. Have you tried speaking to a manager at a local Apple Store? They may feel for you, and try to hold a phone out of their local inventory if you can document your experience and show the receipts for a launch day phone.

 

[Lobwedgephil]

I understand they are flooded with request; however, (see my other post) unless someone else had the system erroneously duplicate their order and was charged for $700 or more worth of unrelated computer accessories and then the system automatically canceled their phone that was scheduled for November 3 delivery, I believe my situation "actually matters" and thought I would have received a call by now.

This just sucks, Apple is not going to help me... nobody is going to contact me and reverse a cancellation or schedule a new phone for Nov 3 delivery. I certainly think there are managers with the ability to do it, any manager can look at my case and see there is no reasonable explanation for what happened and something in the system just went haywire but I will end up with a low level supervisor explaining there is nobody on earth that can move mountains.

Did you have the accessories in your cart? Or are you saying they magically appeared? Sounds weird, hopefully you and apple can figure this out.

 

[FunkyTang]

If they took your money and you don't have an order. That's a classic problem.

If you pre-ordered and you're not getting it on day 1, that's a first world problem.

 

[Appl3FTW]

I have been told a few times now that Apple Supervisors "Have made themselves unavailable" for calls. The only way to speak with a supervisor is to schedule a call back.

Anybody else being told the same thing?

On October 27, I requested a call back and still have not been contacted by Apple.

They are running away from everyone. I had to be on hold for 2 hours to speak to one. How convenient.

 

[drober30]

Did you have the accessories in your cart? Or are you saying they magically appeared? Sounds weird, hopefully you and apple can figure this out.

Magic... Hocus Pocus... -$700 from my checking account ...lol
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They are running away from everyone. I had to be on hold for 2 hours to speak to one. How convenient.

There could be massive problems behind the scenes with lots of orders? Maybe what happened to me, happened to others too!

 

[mcdj]

They are running away from everyone. I had to be on hold for 2 hours to speak to one. How convenient.

Yes yes, that's definitely it...they're hiding so the problems go away. In fact, they're probably just gonna close the company for the next couple of months.