Every week Apple top managers make serious statements that something is constantly happening in the "apple" world. But what if you look inside the company from the other side, the side of ordinary workers? We managed to contact one of the people close to Apple (he does not work for the company, but asked to leave his name behind the scenes) and ask him about the peculiarities of working in the most expensive company in the world.
It turned out that there are four departments in Russian support, each with almost a hundred people, all located in different EU countries. These departments are solely dedicated to supporting iOS users. They serve everyone who speaks Russian and calls a Moscow number. If they even call from Montreal, they help him too.
Extreme situations also happen - for example, create an Apple ID for a user for 2 hours, then search in the application, wait for it to load. Often, those who have “suddenly” lost contacts and calendars are asked to, many simply call to find out about the condition of their phone (whether new, with a guarantee, PCT). More often than not, there are no stupid addresses.
Support uses 21.5-inch iMacs in a wide variety of configurations. Quite powerful devices. The work schedule is agreed in advance, taking into account the wishes of the employee. All Russians work, even at the interview they check the level of Russian language proficiency. Well, you need to know English, of course.
For work, a special iLog application is used. It compares favorably with Salesforce, Oracle, and even SAP. It, like any Apple software product, is notable for its intuitive simplicity and versatility: you type the name of the case (situation), and at this time it displays you articles on solving the problem in real time.
With the help of iLog, you can untie from the operator in one click, get data about the device, including its entire history of repairs, you can use diagnostics to find out what is wrong with it at the moment: detailed information about any component. You can turn FaceTime off and on with another utility: iCloud Support App. Disable iMessage, FaceTime, Keychain, and so on. But in fairness, support does not see any user data, which should not concern them: it sees how many photos, how many contacts, and so on, but not the photos and contacts themselves.
It is impossible to trace the device even with the consent of the user. If Apple ID is stolen, support looks at what is wrong with it, asks questions to verify the identity of the caller. If everything is ok, then they send a letter to the specified mailbox. If the thief even changes the Apple ID himself, then all this is visible and quickly fixed. So they have no chance.
The number of calls depends on the day: on Friday it is quiet, everyone is on their phones and rushes to nature to "fry meat". On Monday there is a full house - everyone remembers the phones. If we take the average - 10 calls per day per person.
On average, Apple support staff receive between € 1,000 and € 3,000 depending on country and experience. About banning Android devices - everyone is free to choose what they like best. Many employees use Android smartphones and feel great.
With the release of iOS 9, support calls have increased - there are many calls from those who imagine themselves to be designers and engineers, and gives instructions to fix certain bugs of the operating system. But there are also references to the case: for example, iOS 9.0.1 was released due to a bug leading to the iPhone freezing when updating the device.
We'll continue to look behind the scenes at Apple, with more to come in the future.
Apple is a well-known brand in the mobile market. They supply quality products and provide a highly professional level of support to their customers.
The department for work with users occupies a special place in the company. Let's tell you more about it.
Apple Contact Center
The company is international, which means that in each country it has its own representative office, which is a completely autonomous unit and is able to solve the problems of all citizens of the country.
Apple cares about its customers, so the contact center is open 24/7. Employees go online in shifts, helping to solve user problems.
Alternative communication methods
Information on other phone numbers is available on the official Apple website. In the section responsible for support, the numbers of all representations in the world are available.
The site visitor enters the host address or postal code. Then he chooses the product for which he would like to receive information.
A map will appear on the screen showing the nearest points of sale and service centers. Addresses and opening hours will be indicated.
For the convenience of users, the company uses a unique code for each user. It's called Apple ID. The binding is carried out after the purchase of the first device of the company.
The client will need to register and link a bank card to his account. You must do this in order to pay for your purchase at the Apple store.
In the future, when contacting the customer service department, the user will only need to voice his identifier. The system will recognize him and provide information about his devices.
This username can be used to access the restricted area of the Apple website.
There are only 11 service centers in Moscow authorized by Apple, but you will not find their addresses on the official website or in Yandex and Google searches. Of the 10 sites, only one will be truly official, although it will be indicated on all. "Secret" information can be told by the Apple technical support operator, and then after ten minutes of communication, which is not very convenient.
Small dents, scratches, traces of opening - all this is the basis for declaring the apple device non-warranty and invoicing for repairs, although in a really official service the gadget would be accepted under warranty. If the case is not guaranteed, for example, an iPhone broken or flooded with water, then without your knowledge it is made a guarantee. Then they give it to an authorized service for free repair or exchange for a new one, after which you pay for the "repair".
The saddest thing is that after a visit to the fake service, they may refuse to service under warranty already in the official service, since the gadget can be damaged after unqualified parsing.
- https://service-pro.ru/ M. Dmitrovskaya, st. Novodmitrovskaya, 1, building 13 and metro Vernadsky avenue, 37 Vernadsky avenue, building 2, TC "Forum", 2nd floor
- http://deepapple.com/ M. Belorusskaya, 1st street of Yamskoy field, 17 c.1.
- http://powerline.ru/ M. Profsoyuznaya, Nakhimovsky prospect, 36
- https://brobrolab.ru M. Paveletskaya st. Derbenevskaya d 1 and metro Airport, Khodynsky blvd, 4. TC "Aviapark", 4th floor, store "M.Video"
- http://www.mclabs.ru/ M. Lubyanka, Novaya Ploshchad, 10 and M. Varshavskaya, Chongarsky Blvd., 9
- http://www.modernservice.ru/ m. Begovaya, st. Begovaya, 7 and metro Rechnoy Vokzal, Solnechnogorsk proezd, 11 and metro Domodedovskaya, General Belova, 35, M.Video store
- http://cepco.ru/ m. Preobrazhenskaya square, Kolodezny lane, building 3, building 25
- https://care.b2x.com/ru/ru M. Teatralnaya, st. Petrovka, 2 and metro Lubyanka st. Nikolskaya, 10
- http://www.ymservice.ru/ M. Barrikadnaya, st. Sadovaya-Kudrinskaya 20 and metro University, Lomonosovsky prospect, 25, bldg. 2 and m. Mayakovskaya, st. Tverskaya, 24/1
It is completely difficult to study all the subtleties of the apple technique - there are many products and all have different properties and settings. Therefore, sometimes even advanced users have small questions that take too much time to solve. In this case, Apple has its own technical support team - you just have to write to it.
It works 24/7, so you can ask for help anywhere at any time of the day. The main thing is that the Internet is stable, because in this material I will consider the fastest and most effective way to contact - online chat. And you also need to know English, but first things first.
Apple recently updated its support page to make apple.com/support look nicer. Once on the page, immediately scroll down. Our goal is to quickly contact specialists, so feel free to click Contact Support → Get started.
First, you will be asked for your location. The main thing here is to lie a little and choose United States... Well, or Russia in case of a complete misunderstanding of the English language. If religious or any other canons do not allow you to do such a trick, then alas, nothing will come of it - Ukraine is not on the list of countries. By the way, Russian technical support provides an online chat option only in 1 out of 10 cases, so I highly recommend making friends with a translator.
Then decide in which area you need help. In my case, these are Apple ID settings - I do not fully understand how to properly share purchases in the App Store with other users, so I select the appropriate item in the next menu. The same operation works for other topics, but not always. Basically, technical support helps to solve non-critical software failures or simply suggests how to properly configure a particular function.
Then you can choose the option of contacting a specialist. Although only one will do - online chat. Just click on the icon, fill in the necessary information about yourself and after a couple of minutes its window will automatically open. Wait for the first message from the employee - it is always nice. For example, "How are you today?" or "All problems are solved - and yours will be solved. Tell us what happened."
I have asked for help in the chat more than 10 times - technical support always answered clearly and to the point. Another plus of this method is that you can ask a question of interest in a topic that is completely inappropriate for him. This happens when the online chat on the issue of interest is not available - you can simply write about the non-working iPhone function in the MacBook support chat, and the specialist will redirect you to the right person. And wish you a good day.
In some situations with a Mac, experts may even ask you to download a special program to view your screen. Like TeamViewer, but from Apple and super secure. And employees will not be able to do anything, only show where to click and what to do. It's very convenient when you don't understand anything at all - you just follow the prompts and that's it.
By the way, if this option does not suit you, there is an alternative one - via Twitter. Just mention
Apple products are like no other device backed by powerful support, even after the sale. It offers users an extensive network of service centers around the world, a huge application store (often free), various specialized communities, etc. What types of assistance can a consumer expect?
Guaranteed assistance
As for iPhone support, they are covered by free technical support over the phone. It is provided within three months from the date of purchase of the phone (which is why it is important to keep the receipt and the original box). The service's assistance consists in: support in case of difficulties with setting up, installing the system and applications, connecting the iPhone to other devices. These are rather consulting services, since users are provided with recommendations on how to troubleshoot the listed problems when using the new iPhone. There are no restrictions on the number of calls - call at least ten times a day.
Such technical support for the iPhone (and other devices) throughout Russia is available by calling 495-580-95-57. Calls and remote diagnostics are not charged (within the above period after purchase).
Therefore, before contacting the service for advice, make sure that you still have the right to it. Follow the link to a special resource - checkcoverage.apple.com/ru. Don't forget to look at the serial number of your phone before doing this. It can be found either on the packaging sticker or in the settings of the iPhone itself (in the device information section).
In the terms of providing free technical assistance by phone, it is indicated that telecom operators that are partners of Apple can also consult customers when selling an iPhone through their network of stores.
On the territory of the Russian Federation, this service is supported by Beeline and Megafon. The company's attention to people with special needs deserves special praise. This provides special settings for communication with services for people with poor vision. The American dealership even has a separate line specifically for users with hearing and vision problems.
Alternative accompaniment
Another way to get help is to contact the operator directly by calling the number in Russia: 8-800-333-5173 - to the customer support service of the regional App Store.
Calls are accepted exclusively on weekdays - from 9.00 to 21.00. Here you will receive advice on the availability of the device of interest, the period of its delivery, you will be able to place an order, etc.
When you, for any reason, cannot make a call to the specified number, you can use the tips of the technical service: https://getsupport.apple.com/. In a large list of topics, you can find a detailed description of the most common phone problems (as well as other Apple devices) and how to fix them. 
If the solutions to your problem are not in the list, send a request to the support service. Try to explain the essence in as much detail as possible so that the company's specialists can quickly find out its cause and contact you as soon as possible. You can leave a request at the link: https: //getsupport.apple.com/GetproductgroupList.action? Locale = ru_RU, by sending your email address or phone number to clarify the details.
Communities
Do you speak English at a decent level? You can also visit the Apple Support Communities. In it, users in real time discuss with each other the problems that arise with the iPhone, share their findings with others on their solution, and consult with specialists from the company. Here you can glean a lot of useful tips, and immediately apply them in practice, without tedious correspondence with the services. In the service, the correspondence is divided into subsections (applications, internet, camera, calls, etc.) to make it easier to find the information you need.
The information presented in the community will also be of interest to developers of hardware, applications or accessories for the iPhone. There are a lot of ideas you can glean on how to improve its performance or improve usability.
A good helper and user group for Apple products is appleusergroupresources.com. You can find like-minded people around the world in them. Share the specifics of using iPhones in different parts of the world. And this is important, given some restrictions introduced at the state level in a number of countries (in the UAE, for example).
As you can see, it is not at all necessary to cut off the phone number of service centers; there are many alternative options for identifying and fixing any iPhone problems. Therefore, even the end of the prescribed three-month period is not at all a reason to be upset. In addition, solving problems on their own encourages the owner to learn more about the principles of the iPhone. A lot of useful characteristics are revealed that he did not even know about, and not what he actively used. In any case, visiting the above resources will benefit you.
If there are serious software failures or a manufacturing defect, and no advice helps, then you should definitely ask for the help of professionals. And now you know where to go.
