Just a humble PSA. Apple I’ve contacted you a few times in the past. Each time I follow KBs and log cases via the email found in the App. Only to be told 2 hours later “not my dept - follow this link for contact info.” In the future it would be great if you could log a case or call on my behalf so I don’t have to hold for 30 minutes on the phone and re-explain why I need assistance. Just a consumer that sees a need for major process improvement. This goes for any tech industry that follows suit.

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Wouldn't surprise me if there's some psychological 3D chess here. Shot in the dark for a hypothesis to test: call forwarding burns out the most difficult callers, making the conversation when you can offer some minimal appeasement for the actual problem easier. Remember, Apple's goal has been and always will be to sell more. Average caller satisfaction is something to keep just high enough for net positive long run revenue. In other words, it might be something that can be traded away to a point. Same logic for why they seem to do everything in their power to avoid free hardware support and always try to up-sell in the process.

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I didn’t think of that. Thank you for the response!! I just believe ITIL should be the Bible of Tech companies regardless of the size.

I cringe at “not my job” but I also cringe at using a networking platform as a complaint box.

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Furthermore, this isn’t just Apple. This is important feedback for any Tech company to follow ITIL practices. Obviously people agree with me. Are you one that states “it’s not your job?” I constantly go above and beyond for my customers regardless if that is my role. CSAT is important. Companies cannot thrive without customers.

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