Apple this week stopped providing human technical assistance via direct messages on X, formerly known as Twitter, in a shift away from social media support.
As of October 1, customers who send a direct message to the @AppleSupport account on X receive an automated reply with links to the Get Support page on Apple's website, and to the Apple Support app for the iPhone and iPad. The account also appears to have stopped offering human replies to posts tagging the @AppleSupport account, but it still provides some automated replies with links to various pages on Apple's website.
The account's description previously said it was "available every day to answer your questions," but that text was removed this week.
The account will continue to share tips, tricks, and helpful information, including videos from the Apple Support channel on YouTube.
MacRumors was first to report that Apple was planning to eliminate paid social media support advisor roles across X, YouTube, and the Apple Support Community website. Apple offered affected employees the opportunity to transition to a phone-based support role in the company, according to sources familiar with the matter.
One of the sources said that human support on the Apple Support Community will continue temporarily amid the transition to phone support. Responses to comments on videos uploaded to the Apple Support channel on YouTube appear to have stopped.
Apple had offered human support on Twitter since 2016. Last year, the social media platform was controversially acquired by billionaire Elon Musk, but it's unclear if that was a factor in Apple's move towards automated support on the website.
Sunday September 15, 2024 10:09 am PDT by Joe Rossignol
Following over three months of beta testing, iOS 18 will finally be widely released to the public this Monday, September 16. The update should be available to install starting at around 10 a.m. Pacific Time (1 p.m. Eastern Time) in the Settings app under General → Software Update on the iPhone XS and newer. Below, we have highlighted eight key new features included in iOS 18, and Apple...
Monday September 16, 2024 3:56 am PDT by Tim Hardwick
It's that time of year again. Apple is about to release iOS 18, which promises to bring a range of new features and improvements to iPhones worldwide. It's Apple's biggest software update of the year, and the company is expected to release it sometime today – Monday, September 16. Based on past releases, the update is likely to drop at around 10:00 a.m. Pacific Time/1:00 p.m. Eastern...
Friday September 13, 2024 2:40 am PDT by Tim Hardwick
Apple's iPhone development roadmap runs several years into the future and the company is continually working with suppliers on several successive iPhone models simultaneously, which is why we sometimes get rumored feature leaks so far ahead of launch. The iPhone 17 series is no different – already we have some idea of what to expect from Apple's 2025 smartphone lineup. If you plan to skip...
Sunday September 15, 2024 5:29 am PDT by Joe Rossignol
Apple will likely hold another event in October this year to announce new Macs and iPads. If so, it would be the fourth time in the last five years that Apple has held an event in October. Last year, Apple held a virtual event on Monday, October 30 to announce new MacBook Pro and iMac models with the M3 series of chips. In his Power On newsletter today, Bloomberg's Mark Gurman reiterated...
Sunday September 15, 2024 3:58 pm PDT by Joe Rossignol
Apple analyst Ming-Chi Kuo today said demand for the iPhone 16 Pro and iPhone 16 Pro Max has been "lower than expected" since the devices became available to pre-order in the U.S. and dozens of other countries on Friday. Kuo said his data is based on a "supply chain survey" and shipping estimates listed on Apple's online store. Kuo estimated that sales of all four iPhone 16 models reached...
Friday September 13, 2024 1:01 pm PDT by Joe Rossignol
iOS 18 will be released to the public on Monday, but the first Apple Intelligence features will not be available until iOS 18.1 is released in October. Apple Intelligence features will continue to roll out in iOS 18.2 and beyond, with the expected roadmap outlined below per Apple's website and rumors. Apple Intelligence requires an iPhone 15 Pro model or any iPhone 16 model, and it will...
Can't blame them. Twitter has gone down the hill. I use the twitter search function for a particular popular topic and now the results are very limited, can't scroll down to read older tweets like before
I prefer phone over any other type of support. Most companies seem to want to steer you away from phone support.
I've had to call Apple support twice. Both times I spoke to a human without any wait, the employees were easy to understand and able to understand me, the employees seemed to have above average intelligence, and they were very helpful. It was the best customer support I've experienced in the last twenty years.
The sad thing is this is how almost all companies used to be. Apple is exceptional only in maintaining a standard of quality America used to expect and was given.
His Royal Muskness tweeted something yesterday that convinced me to delete the app for good. I am suffering some serious withdrawal, but I think it will be worth it.
Can't blame them. Twitter has gone down the hill. I use the twitter search function for a particular popular topic and now the results are very limited, can't scroll down to read older tweets like before
It's getting close to the point I'm gonna have to leave Twitter and move to something else like Bluesky.
