Every week, Apple top managers are distinguished by serious statements, something is constantly happening in the "apple" world. But what if you look inside the company from the other side, the side of ordinary employees? 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 valuable company in the world.
It turned out that Russian support has four departments, each with almost a hundred people, all of them are located in different EU countries. These departments deal exclusively with iOS user support. They serve everyone who speaks Russian and calls a Moscow number. If they call even from Montreal, they help him too.
Extreme situations also happen - for example, it takes 2 hours to create an Apple ID for a user, then search in the application, wait for it to download. Often contacted "suddenly" lost contacts and calendars, many simply call to find out about the status of their phone (whether it's new, what with a guarantee, PCT). Most of the time there are no stupid calls.
Support uses a wide variety of 21.5-inch iMac configurations. Pretty powerful machines. 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 a case (situation), and at that time it displays articles for solving the problem in real time.
Using iLog, you can disconnect 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. The user can take and disable FaceTime with another utility: iCloud Support App. Disable iMessage, FaceTime, Keychain and so on. But in fairness, support does not see any user data that 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 track the device even with the knowledge of the user. If the Apple ID is stolen, support looks to see what's wrong with it, asks questions to verify the identity of the caller. If everything is OK, then send a letter to the specified box. If the thief even changes the Apple ID itself, then all this is visible and quickly fixed. So they don't stand a chance.
The number of calls depends on the day: Friday is quiet, everyone is on their phones and rushing to nature to “fry meat”. On Monday, a full house - everyone remembers the phones. If we take the average - 10 calls per day per person.
On average, Apple support employees receive between €1,000 and €3,000 depending on country and experience. About the ban on Android devices - everyone is free to choose what he likes best. Many employees use Android smartphones and feel great.
With the release of iOS 9, support requests have increased - many requests from those who imagine themselves to be designers and engineers, and instruct to fix certain bugs in the operating system. But there are also appeals on the case: for example, iOS 9.0.1 was released due to a bug that caused the iPhone to freeze when updating the device.
We'll continue to look behind the scenes at Apple, with more to come.
In Moscow, there are only 11 service centers 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 a ten-minute conversation, which is not very convenient.
Small dents, scratches, traces of an autopsy are all grounds for declaring an apple device out of warranty and billing for repairs, although in a truly official service the gadget would be accepted under warranty. If the case is non-warranty, for example, an iPhone broken or flooded with water, then without your knowledge it is made warranty. Then they hand it over to an authorized service for a free repair or exchange for a new one, after which you pay for the “repair”.
The saddest thing is that after a visit to a fake service, they may refuse to service it under warranty already in the official service, since the gadget can be damaged after an unskilled analysis.
- https://service-pro.ru/ m. Dmitrovskaya, st. Novodmitrovskaya, 1, building 13 and metro station Vernadsky, Vernadsky avenue, 37, building 2, Forum shopping center, 2nd floor
- http://deepapple.com/ metro station Belorusskaya, 1st street of Yamskogo pole, 17 c.1.
- http://powerline.ru/ m. Profsoyuznaya, Nakhimovsky prospect, 36
- https://brobrolab.ru m. Paveletskaya st. Derbenevskaya d 1 and m. Airport, Khodynsky Blvd., 4. Shopping center "Aviapark", 4th floor, shop "M.Video"
- http://www.mclabs.ru/ metro station Lubyanka, Novaya square, 10 and metro station Varshavskaya, Chongarsky boulevard, 9
- http://www.modernservice.ru/ m. Begovaya, st. Begovaya, 7 and m. Rechnoy vokzal, Solnechnogorsky proezd, 11 and m. Domodedovskaya, Generala Belova d.35, M.Video store
- http://cepco.ru/ m. Preobrazhenskaya square, Kolodezny lane, house 3 building 25
- https://care.b2x.com/ru/ru m. Teatralnaya, st. Petrovka, d.2 and metro Lubyanka st. Nikolkaya, 10
- http://www.ymservice.ru/ m. Barrikadnaya, st. Sadovaya-Kudrinskaya 20 and m. University, Lomonosovskiy prospect 25, building 2 and m. Mayakovskaya, st. Tverskaya, d. 24 s1
Hello! Despite numerous instructions posted on the Internet and on this blog, there are some issues regarding the iPhone and iPad that can only be resolved with the help of Apple technical support. For example, unlock iCloud, . Who can do it? Nobody! Only a specially trained employee of the company. And it’s not just about blocking, you never know what other questions can be answered by a competent specialist?
And after all, it would seem that technical support itself is not hiding from anyone, there are a lot of ways to contact it, but people still ask in the comments - how to call or write to an Apple operator? And if they ask, we will answer!
Here are all the ways to reach technical support, wherever you are.
Apple technical support phone numbers in Russia
Apple, like any normal company, has its own hotline whose employees will answer any question related to the iPhone and iPad. Here are the phone numbers for the Russian Federation:
- 8-495-580-95-57 (Moscow number).
- 8-800-555-67-34 (Free number for calls from any region of Russia).
- 8-800-333-51-73 (Apple Store Customer Service).
For any of these numbers, Russian-speaking employees will be ready to advise you from 9.00 to 21.00 on weekdays.
Other Ways to Talk to Apple Technical Support in Russia
When you call any of the phones, you are met by an answering machine. If for some reason you cannot get through his commands or do not want to do this, then you can order a call back - the company will call you. To do this, go to this page and:
The incoming call will not be from the numbers listed above, but from others. It can be a number from any country (I got calls from the Philippines, Bangkok and somewhere else in Asia). There is no need to be afraid - a Russian-speaking employee will talk to you and this call will be free.
For some reason you don't want to talk? You can always communicate with technical support through a special chat. To do this, repeat all the steps indicated just above, the only thing, on the third paragraph, select: "Chat". It also shows the approximate waiting time, which is convenient.
In 2018, Apple launched an application that contains various articles and instructions on the company's products. Cool? Not bad!
However, we are interested in another possibility of this program - to get the help of a technical support specialist. What should be done?
It remains to select the device and the problem you are facing. The application will offer various solutions:
- Articles and instructions.
- Chat with a specialist.
- Call support yourself.
- Callback order.
Agree, the choice is simply excellent. We use!
How to contact Apple Russian technical support if you are in another country?
There are a large number of countries where technical support is either absent in principle, or available, but in the language that the Russian-speaking user does not know. How to be in this case? How to contact and talk specifically with Russian technical support if you are in another country?
This is not difficult, there are several ways:
But ordering a callback if you are in another country, most likely will not work (unless, of course, you do not have a Russian SIM card). The fact is that the callback form requires the indication of a number starting with +7 (a prefix for Russian numbers). You cannot erase it and replace it with another.
