Apple Support 4+

App support has always been helpful unlike other agents from different apps that is always in a hurry to close or end your conversation. Apple support always make sure that you have your time to troubleshoot and make sure you receive the help that you needed and gets confirmation if there is anything else or if they have given you the support that they needed before they end the conversation.

1. The reply of the agent is very delay at most times. Funny thing is that they have their SLA which looks like the customer dorsn’t reply but in reality this App doesn’t send the message to the customer in real time.
2. The app keeps on crashing and also when you minimize this app then most of the time the conversation already not updating/working. “Message Failed to Send” error appears also.
3. Only option is to “End” the chat which is not good because it will create multiple conversations with multiple agents with 1 customer issue.
4. Case was gone after my 2nd conversation with another agent crashes.
5. Needs more enhancement on this app. There is no way to retrieve or read past conversations. Very bad User Experience to repeat all conversation again with another agent.

Please change your reset password wait time and policy / most specifically the account recovery process. We should not have to wait 2 to 4 weeks for a password reset and get access again to our Apple account / ID / icloud email. It is kind of crazy that the system needs to take this long to verify our identities.

I have just lost my job this past Christmas, nice present from Apple. All because I was receiving too many bad surveys with a lot of our customers dissatisfaction about this policy. I have helped our customers the best way I could and provided info based on your policies Apple. I did not deserve to be let go for something that was not in my control / due to peoples anger towards your account recovery policy.