Why is Apple not active on their own forum?

[DiamonDecoden]

There are lots of things I don't like about Apple but support isn't one of them.
Truth is, they focus on their messaging like someone here said so all the employee are coached on what and how to reply to customers. They are NOT big on online forums (online anything! As they are super secretive!) because most of their customers wants 1 on 1 support-- locally, phone or chat instead of sifting through forums.
The other geeky side of me, I sometimes like reading forums and I tend to avoid going for 1 on 1 support at the local Apple store...but there is chat for that...

 

[Lobwedgephil]

Pff I really don't have time for this argument. I merely shared my option and wondered why there is no more forum activity from their side. As you can see, many people agree.

I did appreciate your input about the chat, however, as I already shared, this isn't always a good alternative. Especially if they tell you to call anyway. Maybe I just had bad luck with the person I was talking to, but still....

Sometimes when you have an issue, it's much more efficient if there is a forum topic with an answer already. There are plenty of issues that impact many users. Hence, instead of asking everyone to contact Apple (either via chat or phone), a solution posted by support would save everyone a lot of time.

Not all Apple related topics can be "Apple is the best" or "Apple rocks".

Take care and carry on.

Is that not what you get on Apple Support forums? Honest question, I have googled many issues over the years and I am usually linked to Apple Support forums with a solution stated for most every issue that I have had.

 

[s15119]

It's a "community" forum. Apple has the best customer service in the industry. You're just using the wrong place to get support.

 

[Robertjan88]

Is that not what you get on Apple Support forums? Honest question, I have googled many issues over the years and I am usually linked to Apple Support forums with a solution stated for most every issue that I have had.

Yep and those solutions are brought by? The community. Not Apple.

Bigger issues that impact many people are mostly never answered. The community doesn't have an answer (obviously) and Apple just ignores.
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It's a "community" forum. Apple has the best customer service in the industry. You're just using the wrong place to get support.

The best support? LOL. If you say it with that much confidence, you clearly aren't buying many other brands on the market or never required their support. Apple support, e.g. in stores, is not bad at all, but definitely not "the best".

Please do explain "wrong place" as well.
Asking about a MacBook Air issue on the right forum is the "wrong place"?
Opening a customer chat under the account tab (which clearly didn't note that it was for buying question only nor anything else), to get more info about my order status is the "wrong place"?

If there would have been a chat for more info regarding my order status (like many other companies have) I might hope they would have told me. Instead of asking me to call a number. Or, yet again, I just had bad luck. ;-)