What a frustrating experience.
Since upgrading to High Sierra and iOS 11, on my iCloud Photo Library (referred to IPL here), the total count of photos/videos (on the bottom) match across my iPhone/Mac, but some subgroups, such as portraits and selfies, don't match with their numbers. I tested this by doing a fresh sync on my iPad (which previously didn't have IPL), same issue. Example: Selfie count on my iPhone shows as 1301, but on my MBP, 1549. Grand total is the same on the bottom, and syncing has finished.
I started by contacting Apple Support via online chat. Was told basically nothing they could do, and to call iApp Support and have them do a screen share. I did that, they looked into it, and I was basically told that selfies are locally generated and not synced. What the...? That's not true, selfies are generated from photos taken with the front camera of my iPhone and as my photos are all synced, it should be exactly the same. I was disconnected on. Called again, was told by the main number that iApps could do nothing for me, asked me to give them a support PIN, put me on hold, asked me to go ahead and toggle IPL on/off on both devices. Seriously? I already EXPLAINED millions of times that I tried a fresh sync on my iPad, and that the same issue came up (incorrect count of specific subgroups), so it could possibly be an issue with iCloud. I then talked with a senior advisor, who told me that they had to go through the troubleshooting steps, and didn't seem to understand when I explained that I had tried it on my iPad. Even asked me for my email address again for security reasons... when I had already given it to the SAME person! Also asked me what I wanted them to do.
I'm at my wit's end. I feel like I can get nowhere at all. I feel like nobody at Apple right now gets it or cares enough to help solve this. I've been at this for the past 24 hours with no success, and been on the phone for 2 hours now, getting the runaround. I feel like I'm back in the bad old days of DELL support hell.
What should I do? Any recourse?
Since upgrading to High Sierra and iOS 11, on my iCloud Photo Library (referred to IPL here), the total count of photos/videos (on the bottom) match across my iPhone/Mac, but some subgroups, such as portraits and selfies, don't match with their numbers. I tested this by doing a fresh sync on my iPad (which previously didn't have IPL), same issue. Example: Selfie count on my iPhone shows as 1301, but on my MBP, 1549. Grand total is the same on the bottom, and syncing has finished.
I started by contacting Apple Support via online chat. Was told basically nothing they could do, and to call iApp Support and have them do a screen share. I did that, they looked into it, and I was basically told that selfies are locally generated and not synced. What the...? That's not true, selfies are generated from photos taken with the front camera of my iPhone and as my photos are all synced, it should be exactly the same. I was disconnected on. Called again, was told by the main number that iApps could do nothing for me, asked me to give them a support PIN, put me on hold, asked me to go ahead and toggle IPL on/off on both devices. Seriously? I already EXPLAINED millions of times that I tried a fresh sync on my iPad, and that the same issue came up (incorrect count of specific subgroups), so it could possibly be an issue with iCloud. I then talked with a senior advisor, who told me that they had to go through the troubleshooting steps, and didn't seem to understand when I explained that I had tried it on my iPad. Even asked me for my email address again for security reasons... when I had already given it to the SAME person! Also asked me what I wanted them to do.
I'm at my wit's end. I feel like I can get nowhere at all. I feel like nobody at Apple right now gets it or cares enough to help solve this. I've been at this for the past 24 hours with no success, and been on the phone for 2 hours now, getting the runaround. I feel like I'm back in the bad old days of DELL support hell.
What should I do? Any recourse?