iPhone 17 Level 2 phone tech (engineer?) didn’t know about AppleCare one and 4 year limit

[restock3eee]

This is getting sad. Left him silent when our screen share showed him the 4 year limit, not the 60 days limit he thought it was.
Apple has to do better training people.

 

[dmccombs]

I have seen this also with Apple. But, I've seen it in most companies as well. It seems like most companies are spending less $$$ on training customer service and tech support training.

 

[BigMcGuire]

100% agree. I see this all over - you have a better bet of paying attention to the news and doing your own research (assuming it's something like this). These companies are often contracted out to other companies who are lowest bidding the work and don't have any vested interest in the parent company.

A quick search engine search tells me that it looks like Apple contracts out portions of its tech support. So there you go.

I avoid customer support like the plague unless it's something I can't do without their help.

I've had much better luck in the Apple Stores - especially recently - with my 17 Pro - the Genius assigned to help us had been there awhile and had an excellent grasp on everything Apple.

 

[goldmac2006]

This is getting sad. Left him silent when our screen share showed him the 4 year limit, not the 60 days limit he thought it was.
Apple has to do better training people.

Were you trying to get assistance with an AppleCare advisor in enrolling in AppleCare one on your Mac after past 60 days of purchase?

If this is the case, had you been going to the Apple Store to get help on enrolling in AppleCare one?

Did your system settings app have the AppleCare prompts!