How to reply to Apple support

[adamski1]

Hi,
I recently raised a query with Apple which got allocated a Case ID.
Apple responded by email but the email account not monitored so I can't reply using email.
I found the online support page where I entered the Case ID but all it did was tell me the topic of my case and directed me to a solutions page which of course did not resolve my query. I am dissatisfied with their response (the email) and wish to reply back.
How can I do this please? I tried to be crude by setting up a new case but the reply I wanted to use exceeded the character count cap.
Please can someone advise. It really is frustrating trying to get customer friendly support which basically means Apple provide an answer and that's final, no opportunity to challenge it which is what I'm trying to do.

Many thanks,
Adam

 

[russell_314]

Hi,
I recently raised a query with Apple which got allocated a Case ID.
Apple responded by email but the email account not monitored so I can't reply using email.
I found the online support page where I entered the Case ID but all it did was tell me the topic of my case and directed me to a solutions page which of course did not resolve my query. I am dissatisfied with their response (the email) and wish to reply back.
How can I do this please? I tried to be crude by setting up a new case but the reply I wanted to use exceeded the character count cap.
Please can someone advise. It really is frustrating trying to get customer friendly support which basically means Apple provide an answer and that's final, no opportunity to challenge it which is what I'm trying to do.

Many thanks,
Adam

Have you tried calling them? If you need something more complicated I think it's best to call because you can have a discussion. Make sure to write yourself some notes so you can be specific about your problem and have specific questions prepared. It's easy to get sidetracked and forget the specifics.

I've seen this issue with email where you email a company about a problem and they will send a generic link about that topic. It's probably some guy on the bottom of the food chain that has to reply to hundreds of these emails a day so he copy pastes the relevant link to whatever topic in the subject line in the email

 

[HDFan]

Usually the Apple support agent responds with an email such as that below when a followup is required:

Case Number:

Hi ,

Thanks for contacting us. You can reply to this email or follow the link below to leave me a voice message.

https://...

My normal office hours are Mon-Thurs & Sat from 8am-4:30pm est. .

I'll get back to you the next day I'm in the office.

Thanks,

Name
Apple

If you don't receive this email as above call them.