Hi - not sure where to post. After receiving a lot of misinformation from Apple employees concerning a watch, I was assigned a senior rep. Although she assured me the problem was solved, the Apple store would not do an exchange (root of problem is on apple). Does anyone know of an email address where higher-ups would receive it? Any help would be appreciated.
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Apple Watch Support Escalation?
- Thread starter mrjosh
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You need to email TCook@apple.com. Keep your email short and concise. Make sure to stick to the facts. You should receive a reply in a few days or a little longer with the holiday almost here.
Any time I have had to email, I have always gotten a phone call from his staff, as well as follow up emails. It has been A+ service from them when needed.
Any time I have had to email, I have always gotten a phone call from his staff, as well as follow up emails. It has been A+ service from them when needed.
I can vouch for this advice as well. I had to do it last week and got a response within two working days.
Of course he doesn’t use this email address in reality.
Right. But Apple shouldn’t use this as an alternative support channel. They should examine the support given through this channel vs their established ones and mirror. The level of service and SLA ideally need to mirror each other.
I agree. And I believe most of the times their established process solves most of the issues millions of customers face every day. Otherwise they’re doing it wrong and a company as big as Apple which is known for their customer service wouldn’t have been at the place they are. I look at it as - at least they have a way of escalation. Other tech companies such as Samsung and Google are black holes.