Apple plans to discontinue customer support on X (formerly Twitter) and YouTube, explaining that ``customers prefer phone-based support''
Starting October 1, 2023, Apple will no longer respond to DMs sent to
Apple Plans to Stop Providing Customer Support on Twitter and YouTube - MacRumors
https://www.macrumors.com/2023/08/30/apple-social-media-support-report/
Apple may stop offering customer support on social media - The Verge
https://www.theverge.com/2023/8/30/23852867/apple-x-twitter-youtube-netflix-sony
Apple provides information about various Apple devices and software on X's Apple Support account, and also responds to individual DMs. YouTube's Apple Support channel also responds to questions in the comments section of posted videos and directs users to websites with appropriate information.
However, MacRumors says, ``According to one of our sources, starting October 1st, Apple Support accounts on Twitter(X) will no longer respond to customers who send DMs with a human. Customers who sent messages will receive an automatic reply explaining other ways they can contact Apple for support, sources said.
In addition, MacRumors says that responses on YouTube's Apple Support channel will be stopped, and the role of
According to sources, Apple justified its plan to eliminate social media and online support by explaining in a meeting with employees that 'many customers prefer phone-based support.'
Hundreds of Apple employees are expected to be affected by the elimination of various roles providing customer support on social media and online. According to MacRumors, Apple is encouraging these employees to shift to telephone support, but some employees are refusing to shift to telephone support.
MacRumors said, 'Apple doesn't allow employees to switch to chat-based support in-house unless required by a medical issue, angering and dissatisfied with some employees on its social media team.' one of the sources said.''
Apple is providing training to employees transitioning to phone-based support and plans to complete the transition by November. Sources say that if they refused to move to phone-based support, they were told that they would 'need to find a place to work outside of Apple.'
Technology media The Verge points out that the exact reason Apple is discontinuing social media and online support is unclear. It is possible that X was trying to reduce the cost of its social media management tools due to increased costs due to increased API prices, or that the social media platform may not be efficient in supporting customers.
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