Apple Support Account on X No Longer Offers Help From a Human

[MacRumors]

Apple this week stopped providing human technical assistance via direct messages on X, formerly known as Twitter, in a shift away from social media support.

As of October 1, customers who send a direct message to the @AppleSupport account on X receive an automated reply with links to the Get Support page on Apple's website, and to the Apple Support app for the iPhone and iPad. The account also appears to have stopped offering human replies to posts tagging the @Applesupport account, but it still provides some automated replies with links to various pages on Apple's website.

The account's description previously said it was "available every day to answer your questions," but that text was removed this week.

The account will continue to share tips, tricks, and helpful information, including videos from the Apple Support channel on YouTube.

MacRumors was first to report that Apple was planning to eliminate paid social media support advisor roles across X, YouTube, and the Apple Support Community website. Apple offered affected employees the opportunity to transition to a phone-based support role in the company, according to sources familiar with the matter.

One of the sources said that human support on the Apple Support Community will continue temporarily amid the transition to phone support. Responses to comments on videos uploaded to the Apple Support channel on YouTube appear to have stopped.

Apple had offered human support on Twitter since 2016. Last year, the social media platform was controversially acquired by billionaire Elon Musk, but it's unclear if that was a factor in Apple's move towards automated support on the website.

Article Link: Apple Support Account on X No Longer Offers Help From a Human

 

[Guacamole]

Can't blame them. Twitter has gone down the hill. I use the twitter search function for a particular popular topic and now the results are very limited, can't scroll down to read older tweets like before

 

[spartan1967]

Indeed, there seems to be more support needed with this years devices & software released. Probably a good idea to direct people right to the source.

 

[contacos]

Didn’t even know it existed!

 

[Spaceboi Scaphandre]

Can't blame them. Twitter has gone down the hill. I use the twitter search function for a particular popular topic and now the results are very limited, can't scroll down to read older tweets like before

It's getting close to the point I'm gonna have to leave Twitter and move to something else like Bluesky.

 

[LeeW]

Didn't even know you could get support from there, so no loss to me at least.

 

[LightProtector]

It's getting close to the point I'm gonna have to leave Twitter and move to something else like Bluesky.

Or just don't use anything. Honestly great for my mental health.

 

[Unggoy Murderer]

Wouldn't be surprised if it was down to the recent API changes implemented by X. The new API fees are exorbitant, and I suppose if Apple can have an auto-response to a different channel, it's money they don't need to spend. 🤷‍♂️

 

[neliason]

I prefer phone over any other type of support. Most companies seem to want to steer you away from phone support.

I've had to call Apple support twice. Both times I spoke to a human without any wait, the employees were easy to understand and able to understand me, the employees seemed to have above average intelligence, and they were very helpful. It was the best customer support I've experienced in the last twenty years.

The sad thing is this is how almost all companies used to be. Apple is exceptional only in maintaining a standard of quality America used to expect and was given.

 

[AAPLGeek]

We're less human than ever before and you're gonna love it?

 

[Spaceboi Scaphandre]

Or just don't use anything. Honestly great for my mental health.

Japanese Twitter though. It's really hard to give that up. Japanese Twitter is really comfy and fun.

 

[Trusteft]

It took me 10 seconds to realize what the article was about.
X....so frelling stupid.
On the other hand, better to have a different name for this monstrosity.

Also, I had no idea Apple provides support there. Interesting.

 

[FasterQuieter]

His Royal Muskness tweeted something yesterday that convinced me to delete the app for good. I am suffering some serious withdrawal, but I think it will be worth it.

 

[Shasterball]

Twitter is a cesspool. Plus, I have found their support via iMessage to be pretty good. It's my go-to mode of Apple support.

 

[NickyValentine]

Didn’t even know it existed!

Exactly and people think they are cool and making a statement lol

 

[expectdelay]

His Royal Muskness tweeted something yesterday that convinced me to delete the app for good. I am suffering some serious withdrawal, but I think it will be worth it.

I did it a while back. The first few days are rough, but it gets easier. Good luck!

 

[Shasterball]

It took me 10 seconds to realize what the article was about.
X....so frelling stupid.
On the other hand, better to have a different name for this monstrosity.

Also, I had no idea Apple provides support there. Interesting.

Up until a couple years ago you could DM a lot of companies directly for support. I would get support for Comcast, including keeping pricing down when contracts renew, via Twitter DM. Same for a lot of other companies. Now, the option has pretty much disappeared. I think it costs $$ to DM people? Maybe not. But, I just don't care, Twitter became irrelevant for me much more quickly than it became relevant.

 

[Shasterball]

His Royal Muskness tweeted something yesterday that convinced me to delete the app for good. I am suffering some serious withdrawal, but I think it will be worth it.

I deleted my Facebook account in 2016. I was one of the first Facebook users. The past 7 years have been glorious.

 

[laptech]

I hope people will brush up on their language skills then because I have no doubt Apple will be using India as it's main source for human phone support because that is where a huge majority of companies appear to be putting their support role nowadays.

In the past 2 years, for various reasons both personal and professional I've had to call support for HP, Dell, Microsoft, Creative Labs, Visa, Mastercard, Samsung, Motorola and my local bank and every time it has been an Indian person with broken English who has answered the call.

I believe English is a second language in India and considering labor costs are very cheap in the country I can see why many companies are putting their support call centers in the country. I have no doubt Apple will do the same.

 

[Jumpthesnark]

His Royal Muskness tweeted something yesterday that convinced me to delete the app for good. I am suffering some serious withdrawal, but I think it will be worth it.

I would love to be able to delete the app but I need to keep it for work. At least for now. But I've definitely weaned myself away from simply going there to scroll and spend time.

 

[matrix07]

His Royal Muskness tweeted something yesterday that convinced me to delete the app for good. I am suffering some serious withdrawal, but I think it will be worth it.

Rarely using it anymore. It just doesn’t feel the same.

 

[frifra]

So, Siri is doing the support now?

“Here is what I found on the web for you…”

 

[tennisproha]

they weren’t very helpful in the first place

 

[frenchcamp49er]

This is unfortunate I've used it and it worked great, although I do prefer contacting them via the phone.

 

[nburwell]

If I’m looking for support for an Apple device I own, Twitter is the last place I go. I always start with the Apple Support app and usually find my answer there. So I really don’t blame Apple at all.