OMG!!!!! Talking to an Apple Tech support I hear this: "I'm sorry, I'm not that familiar with the Mac OS"

[Will Collier]

evilrobot wrote:
apple tech support are generally, remote employees scattered all over the country working from home. they do receive a level of training - but a lot of 'real' learning comes from helping actual customers.

This was precisely the case when I was in Apple Support in '93. Granted, a very different time and a very different Apple, but the front-line reps had at most a week of training before being put on the lines.

[C(-)ris]

hal wrote:
I shit you not! I think that implies that she's an iOS expert (and of course, this makes sense)

I simply asked the question in the thread below - is it better to import to a new computer and THEN upgrade to 10.12 or import first and then upgrade.

Seriously... I've been on hold for 7min while she 'researches' the problem.

I'm getting seriously pissed as I wait. I pay for this service and I expect to have a mac expert - at least to my level on the other end of the phone.

How do you pay for this service? I'm curious, I don't think I've ever expected any software type support when I buy a computer. I certainly would never call Dell to ask the best way to transfer my stuff over from my old computer. You generally pay for someone to do that if you can't figure it out yourself. Correct me if I am wrong, but isn't the warranty to cover hardware and software flaws and bugs, not a free advice line on how to use it?

[polychrome]

It's not just the Apple Call Center reps who don't seem as knowledgeable these days, same for the retail store ones including the geniuses.

[N-OS X-tasy!]

C(-)ris wrote:
[quote=hal]
I shit you not! I think that implies that she's an iOS expert (and of course, this makes sense)

I simply asked the question in the thread below - is it better to import to a new computer and THEN upgrade to 10.12 or import first and then upgrade.

Seriously... I've been on hold for 7min while she 'researches' the problem.

I'm getting seriously pissed as I wait. I pay for this service and I expect to have a mac expert - at least to my level on the other end of the phone.

How do you pay for this service? I'm curious, I don't think I've ever expected any software type support when I buy a computer. I certainly would never call Dell to ask the best way to transfer my stuff over from my old computer. You generally pay for someone to do that if you can't figure it out yourself. Correct me if I am wrong, but isn't the warranty to cover hardware and software flaws and bugs, not a free advice line on how to use it?
Every new/refurbed Mac comes with 90 days of "free" (i.e. built into the Mac's sell price) tech support. If one purchases AppleCare for one's Mac, three years of "free" tech support is built into the purchase price.

[hal]

C(-)ris wrote:
[quote=hal]
I shit you not! I think that implies that she's an iOS expert (and of course, this makes sense)

I simply asked the question in the thread below - is it better to import to a new computer and THEN upgrade to 10.12 or import first and then upgrade.

Seriously... I've been on hold for 7min while she 'researches' the problem.

I'm getting seriously pissed as I wait. I pay for this service and I expect to have a mac expert - at least to my level on the other end of the phone.

How do you pay for this service? I'm curious, I don't think I've ever expected any software type support when I buy a computer. I certainly would never call Dell to ask the best way to transfer my stuff over from my old computer. You generally pay for someone to do that if you can't figure it out yourself. Correct me if I am wrong, but isn't the warranty to cover hardware and software flaws and bugs, not a free advice line on how to use it?
It's applecare. When you buy applecare you are getting support for the whole thing - including software. I had a question, an EASY question - I expect answers

[C(-)ris]

hal wrote:
[quote=C(-)ris]
[quote=hal]
I shit you not! I think that implies that she's an iOS expert (and of course, this makes sense)

I simply asked the question in the thread below - is it better to import to a new computer and THEN upgrade to 10.12 or import first and then upgrade.

Seriously... I've been on hold for 7min while she 'researches' the problem.

I'm getting seriously pissed as I wait. I pay for this service and I expect to have a mac expert - at least to my level on the other end of the phone.

How do you pay for this service? I'm curious, I don't think I've ever expected any software type support when I buy a computer. I certainly would never call Dell to ask the best way to transfer my stuff over from my old computer. You generally pay for someone to do that if you can't figure it out yourself. Correct me if I am wrong, but isn't the warranty to cover hardware and software flaws and bugs, not a free advice line on how to use it?
It's applecare. When you buy applecare you are getting support for the whole thing - including software. I had a question, an EASY question - I expect answers Here is the text from Applecare:

https://support.apple.com/en-asia/complimentary

"Complimentary hardware support provides telephone support for basic setup, installation, assembly, and connectivity. See the support-related materials included with your Apple product for more information.

Complimentary software support provides telephone support for installation, launch, or reinstallation (not including data recovery) when your hardware configuration meets the minimum system requirements for the software. See the support-related materials included with your Apple product for more information."

The first two sentences are speaking to hardware. Giving you help plugging things in and taking it out of the box, etc. before it is turned on.

The second paragraph provides support for installation, launch or re installation of Apple software on the computer.

I'm not seeing where it states it provides advice for you on how to use your computer. I know they used to sell a One-on-One card that did that.

[Numo]

Yeah, the last couple of times I've called Apple Support haven't gone real well. It's discouraging because l think my questions weren't all that difficult.

[space-time]

Ammo wrote:
Yeah, the last couple of times I've called Apple Support haven't gone real well. It's discouraging because l think my questions weren't all that difficult.

shame on you that you didn't ask here first.

[Racer X]

Took me over an hour on hold, and a callback today.