Apple this week stopped offering human technical support via direct messages within X (formerly Twitter) and moved away from social media support.
Customers who send a direct message to their AppleSupport account via X starting in early October will receive an automatic response with links to the Get Support page on the company's website. And to the Apple Support app for iPhone and iPad.
Again, the account automatically responds to any message you send it, and an Apple Support representative responded after inquiring about the account on the iPhone 15: “There appears to be a problem with your iPhone,” and we can help. We hope to continue the conversation on another support channel to provide the best support possible. » The message also contains a link to the iPhone support page.
The account also appears to no longer provide human responses to posts that mention the AppleSupport account, but still provides automated responses with links to different pages on the company's website.
The change also means that the account will no longer provide one-on-one support to customers who mention the company in posts, and that the account will now redirect them to the company's website instead of requiring customers to send a private message to the company. For responses. For more help.
The account description previously stated that he is available to answer your questions daily. However, the description was changed this week to provide tips, tricks and useful information when you need it most, including videos from Apple's YouTube Support channel.
It was previously reported that Apple plans to eliminate 150 social media support advisor positions across X, YouTube, and the Apple Support Community site.
The company has offered affected employees the opportunity to move into a phone support role where human support from the Apple Support community will continue temporarily during the transition to phone support.
It appears to have stopped responding to comments on videos uploaded to the company's YouTube support channel. The company has been providing human support via Twitter since 2016.
Billionaire Elon Musk controversially took over the social media platform last year, though it's unclear whether this was a factor in Apple offering automated support through the platform.