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points by kotaKat 3 days ago | 0 comments

Doesn't matter. The emails get picked up by an "Executive Customer Service" team out of Austin when you email them now, armed with the reality distortion controls to "manage distressed customers". (Aggravated bonus points; they will not engage with you by email at that point, they only work via calls. Even if you're deafmute. :) )

[–] sjtgraham 3 days ago

Not true. I've done this and the direct report actually responsible (another VP) was asked by the top-level VP to follow up. Very much depends on what the ask is. If it's along the lines of "my iPhone is broken" then yes, what you describe is most likely to happen.

[–] runjake 3 days ago

They always have been largely handled by the Executive team. Doesn't mean the CEO won't jump in on occasion, though. And I think, depending on the case, the Executive team has historically done an excellent job.

Can't speak to them for the past couple years, and things change, though.

[–] CobaltFire 3 days ago

Dealt with them a couple of years ago (check my post history here for the story).

They solved my issue and I've had no issues since.

Having to have them step in burned several decades of trust. The account they had to save was from early in the OS X/iCloud days, when I had a G4.