Why is Apple not active on their own forum?

Discussion in 'iPad' started by Robertjan88, Dec 2, 2018.

  1. Robertjan88 macrumors regular

    Joined:
    Oct 30, 2018
    #1
    I have always wondered why Apple is not very active on their own forum.

    Other brands are offering excellent forum support with company reps and admins actively engaging with their community.

    It seems Apple leaves 99.9% to the community itself, even if a bug related topic has 100s of "me too" comments.

    Why do you think this is?

    To "promote" (force?) Apple Care?
     
  2. Wando64 macrumors 6502a

    Wando64

    Joined:
    Jul 11, 2013
    #2
    First of all, I assume you are talking about the “Apple Support Communities” forum and not the MacRumors forum (which is not run by Apple at all).
    That being the case, it might be a good idea to ask the question there rather than here.
    In any case, as far as I can see, every now and then, Apple “Community Specialists” intervene in the forums whenever they think they have something useful to add.
     
  3. Robertjan88 thread starter macrumors regular

    Joined:
    Oct 30, 2018
    #3
    Yep! Taking talking about the other forum.
    "every now and then" is exactly that. Once in a thousand posts. :)

    I prefer to ask this question here as this community seems more "independent" in their comments.

    Personally, I like the Apple brand, but this is one of the main reasons nowadays I am only willing to buy few of their products.

    In the past, I had the iPhone, iPad, iPod, Apple TV and a MacBook Air. Now it's only the iPad Pro (2018) as it's one of the very few products that doesn't have a great alternative.

    Posting this type of (sincere) questions on Apple's own forum will quite often result in major pushback from a legion of hardcore Apple fanboys. No matter what Apple does, according to them there is always a "valid" and good" reason for it. :D
     
  4. cosmichobo macrumors 6502

    cosmichobo

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    May 4, 2006
    #4
    Going back a few years (2006) when the eMac USB2.0 machines started failing - just outside their 12 month manufacturer's warranty period - and we customers started to open our RAM hatch doors and see all the bulging leaking capacitors inside... there were threads on Apple's community forum with 100's of people, reporting on 1000's of eMacs (ie schools with 100's each) with this obvious critical defect (ie it killed the machine), and yet Apple never made a comment. Indeed - on occasion they deleted the threads/posts that we were making.

    I have no idea how big their forums are these days, or how many posts are made on them... but let's say they employed 2-3 people 5 days a week to monitor and respond to queries... that's around $100,000 per year of dead money. Instead, push everyone to take their issues to the Genius Bar, inside an Apple Store, in which they may spend money - whether directed to by staff or simply of their own free will... Much better business plan.

    (Yes, I think it would be a great idea for Apple to chuck a few of their staff at the task of answering queries!)
     
  5. Robertjan88 thread starter macrumors regular

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    Oct 30, 2018
    #5
    Yep, I am afraid this is their way of thinking. But there are many other brands having 100s of employees working in their social media/digital engagement departments. Good support will indirectly and directly result in a higher customer satisfaction and more sales. This has been proven by many studied year on year. :(
     
  6. tromboneaholic Suspended

    tromboneaholic

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    Jun 9, 2004
    Location:
    Clearwater, FL
    #6
    Apple has one-on-one online chat, phone, and email support.

    Doesn't Amazon do the same thing?

    Most of the companies I have seen that rely on community message boards for customer support have pretty weak one-on-one customer support, and the person on the message board is usually a social media / PR person that can't really help with any technical issues.
     
  7. Robertjan88 thread starter macrumors regular

    Joined:
    Oct 30, 2018
    #7
    Apple has no chat supports here in Spain. Only when you want to buy something.
    I wasn't even able to ask the chat supports for an update on my order. It's all by phone
     
  8. cosmichobo macrumors 6502

    cosmichobo

    Joined:
    May 4, 2006
    #8
    I actually just checked this out, as I was not aware of it! Yes, ok - within 2 minutes I was able to find an option to chat with someone about my iPhone 8. And - I can also talk to someone about my 2010 Mac Pro...

    Ok - that's not bad service.

    __
    Seeing no support in Spain... Ah - geographical bias...
    (I'm in Australia, for the record - not USA - but I expect being English speaking - it would be the 1 team supporting all English speaking users worldwide... which doesn't help with Spain being the country?)
     
  9. tromboneaholic Suspended

    tromboneaholic

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    Clearwater, FL
    #9
    I changed my country to Spain and found it in a couple of minutes:

    Screen Shot 2018-12-02 at 7.14.35 AM.png
     
  10. Robertjan88 thread starter macrumors regular

    Joined:
    Oct 30, 2018
    #10
    Yep! But please try to continue. It's only to get information when placing an order. Not to inform on an order status nor technical aftercare.

    Even made a print screen if the lady telling me to call them when I tried anyhow. ;)

    They might have have changed their policy during the past 3 weeks. Could be. If so, this would be a GREAT improvement. Kudos! :)
     
  11. tromboneaholic Suspended

    tromboneaholic

    Joined:
    Jun 9, 2004
    Location:
    Clearwater, FL
    #11
    It works the same as it always has for technical support and aftercare. That's how I'm able to navigate the Spanish site.

    Apple walks you through each step:

    1. Go to apple and select "Soporte" from the top menu.

    Screen Shot 2018-12-02 at 8.06.13 AM.png

    2. That takes you to the support page where you can pick iPad.

    Screen Shot 2018-12-02 at 8.06.31 AM.png

    3. Then you can scroll down to the choice to speak with someone.

    Screen Shot 2018-12-02 at 8.06.42 AM.png

    4. Choose the issue (or search for it).

    Screen Shot 2018-12-02 at 8.08.24 AM.png

    5. And get help for it.

    Screen Shot 2018-12-02 at 8.09.10 AM.png
     
  12. AutomaticApple macrumors 68000

    AutomaticApple

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    Massachusetts
  13. ThugFreak, Dec 2, 2018
    Last edited: Dec 2, 2018

    ThugFreak macrumors member

    ThugFreak

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    Sep 12, 2018
    Location:
    California
    #13
    If they were active on their own forum, they wouldn't be able to lie to their customers at the Genius Bar.
    "This is the 1st time we've seen this problem"
    "We've never heard of this problem before"

    "You're the 1st customer we've seen with this issue" :(
     
  14. tromboneaholic, Dec 3, 2018
    Last edited: Dec 3, 2018

    tromboneaholic Suspended

    tromboneaholic

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    Jun 9, 2004
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    Clearwater, FL
    #14
    Ironically, I've never had the problem you describe.

    Apple is pretty good about its one on one service around the world.

    I think the way Apple does it is better than having to rely on a message board for help.

    I'm not sure why the OP asked to check the status of his order on a public message board anyway to be honest.
     
  15. ericwn macrumors 68030

    Joined:
    Apr 24, 2016
    #15
    These might also be true when referring to the knowledge level of a single employee but that can happen to me with any brand that I walk into a store and the person I talk to is not knowledgeable or gives me wrong information.
     
  16. Robertjan88 thread starter macrumors regular

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    Oct 30, 2018
    #16
    ? I didn't ask for the status on the public message board. I tried using the chat on Apple's official website. They told me the chat was only for new customers looking for (technical) product info. For the status I had to call a (free) number. I even made print screens of the conversation and called afterwards.
     
  17. tromboneaholic Suspended

    tromboneaholic

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    Clearwater, FL
    #17
    You can check your order status in Apple's system on line as well. If you need more info than what is displayed, you can call.

    Chat and phone is available for technical support on existing products, as I showed you above, in addition to getting product info for new customers.

    The only complaint you had left was about checking your order status, but the thread you started is about public forums, so it's a bit confusing.
     
  18. MK500 macrumors member

    Joined:
    Aug 28, 2009
    #18
    Apple is big on VERY tightly controlling their messaging. They don’t want a random Apple engineer accidentally admitting a manufacturing defect on the forums, and that then becomes a huge lawsuit quoting that engineer. They figure if you are talking to a genius in the store you are less likely to be recording the conversation; so sometimes they will let things slip. But even geniuses are pretty “on message” 90% of the time.

    It’s sad because it’s worse for consumers who sometimes have to suffer through months of issues until apple is ready to message a problem with accompanying solution.

    But that’s the reality of Apple. It’s part of their very secretive culture. It has advantages and drawbacks.
     
  19. Robertjan88 thread starter macrumors regular

    Joined:
    Oct 30, 2018
    #19
    Our discussion about the chat started when you mentioned the chat support as solution for the forum support. Then I told you about the issue I had with the chat.

    The topic itself is about the Apple forum. The chat topic was a small diversion we took.

    Seems all pretty clear to me. :D
     
  20. tromboneaholic Suspended

    tromboneaholic

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    Clearwater, FL
    #20
    Actually, you brought up the Apple forum because you said there was no online after care support in your country, which was incorrect.
     
  21. Lobwedgephil macrumors 601

    Lobwedgephil

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    Apr 7, 2012
    #21
    What form does Samsung use that they respond to, Google? Apple support is the best around.
     
  22. Robertjan88 thread starter macrumors regular

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    Oct 30, 2018
    #22
    Of course I brought up the forum. The forum was the whole subject of the topic. I mentioned that Apple was very much not active on their own forum , in contrast to competitors.

    I wasn't even planning to discuss other ways of contacting Apple.

    You brought up the chat as a solution, something that unfortunately didn't work for me when I required support about my order. Once again, they asked me to call. The status update under my order was the reason I required more input.

    Yes, (when working properly) chat is a way to receive Apple support. Same for calling them.

    However, this still doesn't fix the issue of Apple delivering crappy forum support. No matter how you bring it. Fact is fact. :D
    --- Post Merged, Dec 3, 2018 ---
    I had a lot of support on Samsung forums before. For my phone and TV. Mostly they reply within 5 hours or so. Both on the US and EU forum. :)
     
  23. tromboneaholic Suspended

    tromboneaholic

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    Clearwater, FL
    #23
    So you came to MacRumors to complain about another forum?

    No one here can help you with that. I already showed you how easy it is to get direct support from Apple, even in a foreign language to me.
     
  24. Newtons Apple, Dec 3, 2018
    Last edited: Dec 3, 2018

    Newtons Apple macrumors Core

    Newtons Apple

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    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #24
    Google has an opportunity to have a much better user forum experience as they know everything about you and your device already!
    --- Post Merged, Dec 3, 2018 ---
    If Apple did directly join their forum, it would be full of ******s showboating about every tiny problem.
     
  25. Robertjan88, Dec 3, 2018
    Last edited: Dec 3, 2018

    Robertjan88 thread starter macrumors regular

    Joined:
    Oct 30, 2018
    #25
    Pff I really don't have time for this argument. I merely shared my option and wondered why there is no more forum activity from their side. As you can see, many people agree.

    I did appreciate your input about the chat, however, as I already shared, this isn't always a good alternative. Especially if they tell you to call anyway. Maybe I just had bad luck with the person I was talking to, but still....

    Sometimes when you have an issue, it's much more efficient if there is a forum topic with an answer already. There are plenty of issues that impact many users. Hence, instead of asking everyone to contact Apple (either via chat or phone), a solution posted by support would save everyone a lot of time.

    Not all Apple related topics can be "Apple is the best" or "Apple rocks".

    Take care and carry on. :D
     

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28 December 2, 2018