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Apple Support Has Responded to Nearly 100 Tweets Per Hour So Far

I think it's not enough to see the effectivity from Twitter in helping our problem than by phone or make appointment with Genius Bar. if we are facing an urgent issue and need to solve it right away, will be better to call Apple Support than through Twitter. Twitter fits for a lighter issue.
 
Apple do need to remember that not all their valued customers interact with via social media. Speaking for myself I have never had any inclination to have or use any social media accounts whatsoever and will likely never do so.

Conversing face to face is a far more rewarding experience for the human species.
 
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Adding Twitter support is a good thing. Why all the negativity? Just because you don't use Twitter doesn't mean it's not a valuable support media for millions of others.

Personally, I hate phone support. Talking to some pimply-faced kid who is reading a script and ultimately needs to escalate to his manager anyway just wastes my time.
 
thewitt said:
Adding Twitter support is a good thing. Why all the negativity? Just because you don't use Twitter doesn't mean it's not a valuable support media for millions of others.

Personally, I hate phone support. Talking to some pimply-faced kid who is reading a script and ultimately needs to escalate to his manager anyway just wastes my time.
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I also dont get the negativity. More time for those that love tlf calls which i hate. Way to go apple!!!
 
I tweeted at them, they told me to DM them, and now nothing since Friday.
 
Jukens said:
...respond
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What you described is not an issue that Apple Support can give you direction to solve, it is more of a reported bug. They probably read it and chose not to respond because it is not a support case.

If you want your voice heard about your experience, you would want to send the video you recorded of your big to Apple with a description of your issue, and ideally your opinion/suggestion of what they could do to better execute their software. If they like your idea, they may acknowledge it and implement it in a future update.
 
C DM said:
What does that have to do with this?
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It's about Apple support. I would think if Apple was so concerned about customer service they would have alerted us to the fact that they screwed up our ethernet cards
 
Tycho24 said:
If I have a business (say.... a catering service) & you have to come in and choose your menu from options I show you, then pay there in person or online- and I decide to start letting people mail in payments later instead- this does NOT mean that "mail" is new. However, it would be correct to say: "to serve you better, we've added a new way for you to pay- by mail".
In this case the "new" refers to the "way to pay my company" NOT the technology behind said method.
Same here... last week you could NOT get Apple support via Twitter; this week you can- so it is a NEW service option.
Make sense??
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You misread my quote and missed the sarcasm. Let me try to break down what I was trying to say in an exaggerated run on sentence for you because that appears to be more your style. Say you have a company (such as a technology company with 66k+ employees) that claims to be extremely focused on customer service - and you, the business, claim you are aways looking for new ways to best serve your customers - and most of your customers are technology people that regularly use web services such as twitter but it takes you, the company, 10 years to realize that twitter would be a good technology to embrace to keep in touch with customers, then I would say you, the company, have failed to live up to your self proclaimed expertise in customer service and that it may be "new" to you, but it is not "new" to anyone else.

All jokes aside, I guess better late than never.
 
steve333 said:
It's about Apple support. I would think if Apple was so concerned about customer service they would have alerted us to the fact that they screwed up our ethernet cards
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Doesn't really seem related to a new Twitter account answeong questions.

That aside, it seems like they pushed out an update to fix that fairly quickly as I recall.
 
Wow impressive. About time another support option happen:rolleyes:


Side note my Macrumors status changed from "MacRumors regular" to a number.Anyone know what that means? Is the number a ranking or something?
 
MacRumors said:



Apple's new support account on Twitter has quickly gained momentum after launching on Thursday morning, surpassing 125,000 followers in just over 24 hours. The account has over 2,750 tweets as of writing, meaning that Apple's support team has responded to nearly 100 customer tweets per hour so far.

Apple-support-trimmed-800x169.jpg

Keyhole, a real-time social media analytics website, provides a closer look at the Apple Support account. The data shows that the account, and related tweets, have already generated over 124 million impressions, with 44.6% of users viewing the tweets from an iPhone. 77% of the account's followers are male.

Apple joins a growing number of companies, ranging from retailers to banks, that provide customer service on Twitter in 140 characters or less. A customer can send a tweet to @AppleSupport, and an Apple Advisor will typically reply with a generic message that requests the user send more details via Direct Message.
​
The account will respond to customer inquiries every day between 5 a.m. and 8 p.m. Pacific, and it will also share tips, tricks, and tutorials related to Apple products and services. Apple support continues to be available on the web, or by phone, email, or scheduling a Genius Bar appointment.

Article Link: Apple Support Has Responded to Nearly 100 Tweets Per Hour So Far
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[doublepost=1457357774][/doublepost]Welcome, Apple. Don't worry about all the technical stuff, you'll get the hang of it. We call this communication, and it's what many companies have been doing with their customers for some time. But, better late than never eh?
 
kyleh22 said:
You misread my quote and missed the sarcasm. Let me try to break down what I was trying to say in an exaggerated run on sentence for you because that appears to be more your style. Say you have a company (such as a technology company with 66k+ employees) that claims to be extremely focused on customer service - and you, the business, claim you are aways looking for new ways to best serve your customers - and most of your customers are technology people that regularly use web services such as twitter but it takes you, the company, 10 years to realize that twitter would be a good technology to embrace to keep in touch with customers, then I would say you, the company, have failed to live up to your self proclaimed expertise in customer service and that it may be "new" to you, but it is not "new" to anyone else.

All jokes aside, I guess better late than never.
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It's your story, bro... who am I to tell you how to tell it??
I mean- it sounds silly & inane to me w/ comments like "a company that claims to care about customer service"...
Lol, Apple pretty much wins every customer service award every year for like a decade plus, so I dunno who you think you are convincing with that kind of slanted misinformation, but I'm glad it made you feel so happy & superior that Apple's stellar & award winning support, gained yet another branch (that they likely didn't even need to still stay on the top), but since the tech behind this new, additional, unneeded but quite welcome branch of support options has been around for years, you have a soapbox to climb on & shake your fist.
 
C DM said:
Doesn't really seem related to a new Twitter account answeong questions.

That aside, it seems like they pushed out an update to fix that fairly quickly as I recall.
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Yes, but unless someone had wi-fi there was no way of knowing what happened. I only finally found out after coming to this site and MacNN. I thought my cable was bad, then after going out and buying a new one and it still didn't work figured my ethernet card had gone bad. Apple should sent out an email blast.
 
steve333 said:
Yes, but unless someone had wi-fi there was no way of knowing what happened. I only finally found out after coming to this site and MacNN. I thought my cable was bad, then after going out and buying a new one and it still didn't work figured my ethernet card had gone bad. Apple should sent out an email blast.
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Perhaps you can message @AppleSupport about that?
 
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