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This year, the calls I made to Apple started off with a bang with a fantastic Missouri-based tech support agent, but my satisfaction plummeted into disappointment due to the lack of professionalism that emanated from my rushed chitchat with Tiffany. Once you've snagged AppleCare+ coverage for your device, you can find out how much time is left on your plan with our Apple Warranty Check guide. For $99, you can secure coverage for screen and external closure damages, and for $299, you can snag coverage for other blows to your laptop. Through AppleCare+ (formerly known as AppleCare Protection), you can lock down three years of telephone support coverage and hardware service. If you need an Apple agent to be your helpful hero beyond that time frame, you'll have to pay up. WarrantyĪpple will swoop in and save the day with free telephone technical support, but only within the first 90 days of product ownership. Tiffany's impatience with an undercover spy (who happens to be one of this year's judges on Laptop Mag's Tech Support Showdown panel) may knock Apple off its undefeated pedestal. She was right on the money with her guidance, but I wish she didn't have such a "hurry up, you're wasting my time" tone.
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I asked her how to turn on Dark Mode, and she hastily blitzed through the process. Tiffany wasn't as friendly and warm as Amir and Brandon, but she wasn't impolite, either.
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She code-switched into her professional voice and began her customer service script. When I said "Hello?" there was some silence for a few seconds, and then Talkative Tiffany suddenly transformed into Tactful Tiffany. EST, she was having some witty banter with a nearby co-worker. When Tiffany first picked up my call at 5:17 p.m. She was my quickest phone call as 4 minutes just whizzed by, but this isn't praiseworthy Tiffany was rushing me off the phone. Tiffany - a Virginia-based tech agent - may deter Apple from climbing to the top of the list in our 2020 Tech Support Showdown. My call with Amir lasted 10 minutes and 12 seconds.
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From there, he helped me install the new Microsoft Edge browser. Realizing the flub, he then instructed me to click on Safari to search for Microsoft Edge.
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He asked, "Did you have issues downloading it from the App Store?" What Amir didn't know, though, is that one cannot download Microsoft Edge from the App Store.Īmir, still radiating a warm and friendly aura, inaccurately guided me to the App Store to download Microsoft Edge through the remote screen-sharing service. He seemed to be in disbelief that I would need help with such a simple task. EST, I asked Amir to help me install the new Microsoft Edge browser. When he asked me for my name, he forgot it a few seconds later and called me "Ashley." He apologized and said, "It's been a long day."Īt 1:34 p.m. He was friendly, but a little disoriented. My experience with Amir, on the other hand, was mediocre. Bravo, Brandon! My chat lasted no more than 10 minutes. On top of that, Brandon spotted that my time zone was incorrect, so he volunteered an extra 2 minutes of help to provide instructions on how to rectify this issue. EST, using a remote screen-sharing service, the friendly agent articulately guided me through ticking off the automatic updates box. Louis, provided me with smooth-sailing guidance when I asked for help with disabling automatic system updates. Phone supportīrandon, a top-notch tech-support agent from St. But to be fair, Apple's excellent live chat and phone support - brimming with helpful, human agents - eliminates the time-wasting burden of writing an article for every single possible question that could pop up in a customer's mind.
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After navigating through Apple's archive of help articles on the app, I couldn't find anything that specifically outlined how to switch off unauthorized updates. This time, I wanted to know how to disable automatic system updates.
The third platform I used is the Apple Support App that I downloaded on my iPhone. That's it? Are you not going to walk me through this, Apple? You can learn about the requirements, and how to use Dark Mode here." A link to an article titled " How to Use Dark Mode on Your Mac" (opens in new tab) followed. Two minutes later, I received a reply that said, "Sure thing, we're happy to help.
EST, through Twitter's direct message system, I asked Apple to help me turn on dark mode. My experience with Apple's Twitter support wasn't nearly as eventful.
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