My personal experience:
Pros:
1. Polite
2. Attempt to fix issues as best they can
3. Can actually understand the tech support person
Cons:
1. Have never actually been able to fix an issue for me
I would say most of my experiences with Apple Support has fit this description.
Over the past 3 years, I have so many issues with my Apple devices that ended up calling Apple Support, more than the previous 20 years combined. In reality, not one time did they ever actually fix the problem I was calling about.
They were all polite, except for one phone call, everyone was easily understandable, but they never fix my issue. Spot on...
I am currently having issues with my Wife's iPhone's access to our family iCloud for app purchases. I am dreading calling Apple, because I am pretty sure it will end up being a waste of time.
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Literally no one cares about your individual experience. Your experience is irrelevant in the grand scheme of this report. It is what it is. Apple is at the top of the list for customer support. The fact that you had a bad experience does not nullify the results of this survey. No company can EVER satisfy 100% of its customers. In your case you assumed changing your billing info would have no consequences. You were wrong. You should have investigated first before acting.
Relax dude, no one is hating on Apple, no reason to run to the defense if them.
BTW, I enjoyed reading the poster's real life experience dealing with Apple Support, so your first sentence is misleading.
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I don't believe that's a fair statement to make. Historically, apple's devices and services have been very intuitive. I don't see any 'immediate' reason why someone should assume that changing their billing information would have cascaded into the loss of his/her music.
I was thinking the same thing.
Apple software is not as intuitive as it once was. Certain things are becoming more simple, but not in a good way, and other things are becoming unnecessarily complex. More and more am I having to go on the internet and look up how to do things on Apple's software. This was common when using other OS like Windows, but not the Mac.