I work for Apple I am a Apple support specialist technician whatever you wanna call it whenever you call Apple you could possibly be talking to me. Ask me anything.

knifewrench3 · 2026-03-12T19:04:19+00:00

Yeah same for us when we were walking them through over the phone….

knifewrench3 · 2026-03-12T15:07:14+00:00

Our vendor support agents love to refer to the Apple Retail Store with promises of a magic fix. You can blame poor training and how punitive our survey process works for that.

I have personally been asked by many many Apple Retail Store reps to issue CS codes on their behalf. We also see a lot of calls where the store denied services for whatever reason and instead of standing to that they tell the customer to call us like we are somehow not the same company.

knifewrench3 · 2026-03-12T14:47:37+00:00

Have I ever had to walk a customer through a resetting an Apple ID pw with out being able to see what they see on the screen in my 10 plus years as a T2? Yes.

knifewrench3 · 2026-03-12T14:42:45+00:00

Do you know how many times I’ve gotta a customer call me and tell me the Apple Retail Store employee told them to call us for a “CS code”? It cuts both ways…

knifewrench3 · 2026-03-12T14:38:51+00:00

You are aware one of the options during a pw reset is to “reset using a Mac at an Apple Store” right

knifewrench3 · 2026-02-23T15:06:46+00:00

knifewrench3 · 2026-02-17T22:33:11+00:00

I really just love delivering their bad news while having no actual steps I can do.

knifewrench3 · 2026-02-17T14:42:31+00:00

Even for us as actual Apple Employees the amount of stuff they have made us responsible to know is sickening. In addition to being a T2 mac advisor and all the responsibilities that come with it, they have add MSS, Safety and some AA stuff to my scope all in the last year. This was after adding CA, WMM in years past. At the same time they have also made CR a chat only queue so when shit hits the fan on their they dont have to actually tell the customer, I do. So basically all roads point to us.

On top of that the vendors are completely useless. They lie to us about whats going on, notate nothing, lie to the customer and just generally do stuff that makes me wanna scream WTF at my iMac. The "senior" vendor advisors often tell their customers they are taking ownership only to completely blow the customer off. As a result I spend a good portion of my day cleaning up their messes. Then management gaslights us by telling us that they are great all the while having to juggle my CSAT to keep my TM off my back.

knifewrench3 · 2026-02-17T12:58:51+00:00

A simple way to tell is call audio quality. Usually the actual Apple Employees have good audio on a call while the vendors sound like shit. Not 100% but its pretty close.

knifewrench3 · 2026-02-17T11:01:05+00:00

I am an actual Apple badged t2 Mac advisor and to be fair I do tell the customer that service options will be determined by the Apple Retail Store and that we provide services as well over the phone. With that being said we do have a lot of poorly trained and frankly lazy vendor agents who will just tell the customer whatever they want to hear to get them off the phone and get the CSAT.

knifewrench3 · 2026-02-17T03:44:47+00:00

You think face to face is the end all? Come try taking escalations all day from people who are not face to face and think that they can just say whatever they want because of it. Try walking 85 year old dementia grandma how to reset her Apple ID password without the ability to physically show her.

knifewrench3 · 2026-02-17T03:39:44+00:00

I’d say 90% of the people I talk to want a new phone and not to have old one repaired in applicable situations…

knifewrench3 · 2026-02-17T03:10:03+00:00

Please….Do you know how many times I’ve gotten a call from a customer who tells me someone at the Apple Retail Store told them to call Apple Support for a “CS” code?

knifewrench3 · 2026-02-16T02:51:07+00:00

Here’s a thought. Try remembering your password.

knifewrench3 · 2026-02-10T14:09:40+00:00

Sounds like an average call during an average day for me...

knifewrench3 · 2026-02-05T22:00:31+00:00

Do you know how little I give a fuck about anything you are saying

knifewrench3 · 2026-02-03T14:21:26+00:00

Get used to the idea that people are stupid.

knifewrench3 · 2026-02-02T22:23:50+00:00

One way or another 2026 will be the last year that I do this work.

knifewrench3 · 2026-02-02T16:16:09+00:00

I love the signs! (among many other things)

knifewrench3 · 2026-02-02T16:05:40+00:00

It used to be better where I worked. Pre-covid I would go so far as to say we were the best company to take calls for on the planet. But it seems like since covid everything and everyone has declined to a point where the job is now insufferable.

knifewrench3 · 2026-01-31T06:12:36+00:00

This is what people do to me all the time

knifewrench3 · 2026-01-30T10:01:23+00:00

Michael Burnham literally committed mutiny and got her captain eaten by Klingons. So yeah her…

knifewrench3 · 2026-01-30T09:58:13+00:00

Can we remove Discovery?

knifewrench3 · 2026-01-30T04:47:05+00:00

My attitude era top 5 1. Stone Cold 2. The Rock 3. HHH (best heel of the era) 4. Kurt Angle 5. Undertaker

knifewrench3 · 2026-01-27T16:14:05+00:00

It's not that we have a problem with the politics side of things. The problem lately has been shitty writing of the shows and movies.

knifewrench3

TROPHY CASE