I want to try and provide as much infomation as I can, but along with that I may hold to hold out some details for certain questions so I can remain as anonymous as possible. I do want to keep myself employed. I think I can provide some insight to some common misconceptions when it comes to AppleCare Chat Advisors. First, I do not work for Apple. Most of us work for 3rd party contractors. We compete with what is called "enterprise" and I think those are the actual Apple employees. I may be wrong on that as well. We are not allowed to admit that we work for Apple. The building i work at has other projects that do not do the work we do. Though the other projects know we all work for Apple, it is not to be spoken of there or anywhere. We are usually referred to as working for " the fruit company". I am on a team of other senior advisors and we perform better than enterprise on a regular basis in most areas but not all. I have been curious for a while now if I an able to provide any insight that Apple customers are interested in hearing. Feel free to ask me anything, and I will answer to the best of my abilities. Thanks!