Apple care staff.

[zowenso]

Anyone know if regular Apple care staff would be off due to the holiday?i just called for help with setting up my new iMac that I just turned on for the first time and this person sounded clueless and I was having a hard time understanding her. When I asked what i figured wild be a fairly straightforward question, she said “uhhhh please hold.” And earlier in the conversation she just seemed like she didn’t know anything. I’ve never had that issue before. I’ve always felt relieved when I’ve called, today not so much.

 

[BlazePhyre]

Anyone know if regular Apple care staff would be off due to the holiday?i just called for help with setting up my new iMac that I just turned on for the first time and this person sounded clueless and I was having a hard time understanding her. When I asked what i figured wild be a fairly straightforward question, she said “uhhhh please hold.” And earlier in the conversation she just seemed like she didn’t know anything. I’ve never had that issue before. I’ve always felt relieved when I’ve called, today not so much.

AppleCare support is available 24/7 via chat. Phones can be slightly different, where they are off rarely, but most days, Christmas, Thanksgiving etc, they're working. 8am to 10pm ET

 

[brianmowrey]

Whereas chat support toggles to different vendors by time of day, Apple phone support for regular consumers is binary: at x hour it is either on or off, with the same pool of either contractor or Apple employees. If Apple has recently reassigned certain Mac support paths to contractor sites that used to support iOS due to high volume, then almost all the agents are going to reply similarly to yours.

 

[HDFan]

After an unusually long hold for a support call I asked the rep if there had been a change in call volumes. It has rocketed with all of the Black Friday week specials and the pre-Christmas shopping.