How to call iPhone service. Behind the scenes: how Apple's Russian support works
Apple Company famous brand On the market mobile devices. They deliver quality products and provide a highly professional level of support to their customers.
The user relations department occupies a special place in the company. Let's tell you more about it.
Apple Contact Center
The company is international, which means it has its own representative office in each country, which is a completely autonomous unit and is capable of solving the problems of all citizens of the country.
Apple cares about its customers, so the contact center operates around the clock. Employees come on line in shifts to help solve user problems.
Alternative methods of communication
Information about others is available on the official Apple website telephone numbers. In the section responsible for support, numbers of all representative offices in the world are available.
The site visitor enters the address or postal code. Next, he selects the product on which he would like to receive information.
A map will be displayed on the screen indicating the nearest sales points and service centers. Addresses and opening hours will be provided.
For the convenience of users, the company uses a unique code for each user. It's called Apple ID. Linking is carried out after purchasing the company's first device.
The client will need to register and link bank card to your account. This must be done to pay for a purchase in the Apple store.
In the future, when contacting the customer service department, the user will only need to voice his identifier. The system will recognize him and provide information about his devices.
Given account name can be used to get into a private part of the Apple website.
Products Apple, like no other devices, are accompanied powerful service support even after the sale. Users have access to an extensive network of service centers around the world, a huge application store (often free), various specialized communities, etc. What types of assistance can a consumer expect?
Guaranteed help
As for iPhone support, they are covered by free support technical service over the phone. It is provided for three months from the date of purchase of the phone (which is why it is important to keep the receipt and the original box). The service's assistance includes: support if difficulties arise with setting up, installing the system and applications, iPhone connections to other devices. These are more like consulting services, because... Users are provided with recommendations for troubleshooting the listed problems when using a new iPhone. There are no restrictions on the number of calls - call at least ten times a day.
So technical iPhone support(and other devices) throughout Russia is available by calling 495-580-95-57. Calls and remote diagnostics are not paid (during the above period after purchase).
Therefore, before contacting the service for advice, make sure that you still have the right to it. Follow the link to a special resource - checkcoverage.apple.com/ru. Before doing this, do not forget to look at the serial number of the phone. It can be found either on the packaging sticker or in the settings of the iPhone itself (in the device information section).
The conditions for providing free technical assistance by telephone indicate that telecom operators that are Apple partners can also provide customer consultation - if selling iPhone through its network of stores.
On the territory of the Russian Federation they support this service Beeline and Megafon. The company's attention to people with special needs deserves special praise. This is how it is provided special settings to connect with services for visually impaired people. The American office even has a separate line specifically for users with hearing and vision problems.
Alternative escort
Another option for getting help is to contact the operator directly by calling the number in Russia: 8-800-333-5173 - regional customer support App Store.
Calls are accepted exclusively on weekdays - from 9.00 to 21.00. Here you will receive advice on the availability of the device you are interested in, its delivery period, you can place an order, etc.
When, for some reason, you cannot make a call to the specified number, you can use the technical service tips: https://getsupport.apple.com/. In a large list of topics you can find detailed description the most common phone problems (as well as other Apple devices) and how to fix them. 
If there are no ways to solve your problem in the list, send a request to the support service. Try to state the essence in as much detail as possible so that the company’s specialists can quickly find out the reason and contact you as soon as possible. You can leave a request using the link: https://getsupport.apple.com/GetproductgroupList.action?locale=ru_RU, sending your contact information email or phone number for details.
Communities
Do you speak English at a decent level? You can also visit the apple community Apple Support Communities. In it, users discuss problems with their iPhone in real time with each other, share with others their findings on how to solve them, and consult with specialist company representatives. Here you can pick up a lot of useful tips and immediately put them into practice, without tedious correspondence with services. In the service, correspondence is divided into subsections (applications, Internet, camera, calls, etc.) to make it easier to find the information you need.
The information presented in the community will also be of interest to developers of hardware, applications or iPhone accessories. You can get a lot of ideas to improve its performance or make it more convenient to use.
A good assistant for Apple product user groups is appleusergroupresources.com. You can find like-minded people all over the world. Share the features of using iPhones in different parts of the world. And this is important, given some restrictions introduced at the state level in a number of countries (in the UAE, for example).
As you can see, it is not at all necessary to cut off the phone number of service centers; there are plenty alternative options Identify and fix any iPhone problems. Therefore, even the end of the required three-month period is not a reason to be upset. Besides independent decision problems encourages the owner to learn more about the principles iPhone work. The mass is revealed useful characteristics, which he didn’t even suspect, and not something that he actively used. In any case, visiting the above resources will benefit you.
If there are serious software glitches or manufacturing defects, and no advice helps, then you should definitely ask for help from professionals. And now you know where to turn.
It is difficult to fully study all the intricacies of the operation of apple technology - there are many products and they all have different properties and settings. Therefore, sometimes even advanced users have minor questions that take too much time to resolve. In this case, Apple has its own technical support team - you just have to write to them.
It works 24/7, so you can ask for help anywhere at any time of the day. The main thing is that the Internet is stable, because in this material I will consider the fastest and most effective contact option - online chat. You also need to know English, but first things first.
Apple recently updated its support page to make apple.com/support look nicer. Once on the page, immediately scroll down. Our goal is to quickly connect with specialists, so feel free to click Contact Support → Get Started.
First you will be asked about your location. The main thing here is to lie a little and choose United States. Well, or Russia in case of complete misunderstanding in English. If religious or any other canons do not allow you to perform such a trick, then, alas, nothing will come of it - Ukraine is not on the list of countries. By the way, Russian technical support only provides online chat in 1 out of 10 cases, so I highly recommend making friends with a translator.
Then decide in which area you need help. In my case it's Apple settings ID - I don’t fully understand how to properly share purchases in the App Store with other users, so I select the appropriate item in the next menu. The same operation is suitable for other topics, but not always. Basically, technical support helps solve non-critical software glitches or simply tells you how to properly configure a particular function.
Next, you can choose the option to contact a specialist. Although only one will do - online chat. Just click on the icon and fill it out necessary information about yourself and within a couple of minutes its window will automatically open. Wait for the first message from the employee - it is always pleasant. For example, "How are you doing today?" or “All problems are solved - and yours will be solved. Tell me what happened.”
I have asked for help via chat more than 10 times - technical support has always responded clearly and to the point. Another advantage of this method is that you can ask a question of interest in a completely inappropriate topic. This happens when the online chat for the problem you are interested in is unavailable - you can simply write about the non-working iPhone features in the MacBook support chat, and a specialist will redirect you to the right person. AND Have a good day still wishes.
In some situations with a Mac, specialists may even ask you to download a special program to view your screen. Like TeamViewer, but from Apple and super secure. And the employees won’t be able to do anything except show you where to click and what to do. It’s very convenient when you don’t understand anything at all - you just follow the prompts and that’s it.
By the way, if this option of contacting you does not suit you, there is an alternative - via Twitter. Just mention
Every week, Apple top managers make serious statements; something is constantly happening in the Apple world. But what if you look inside the company from the other side, from the side of ordinary employees? We managed to contact one of the people close to Apple (he does not work for the company, but asked to leave his name behind the scenes) and asked him about the peculiarities of working in the most expensive company in the world.
It turned out that Russian support has four departments, each with almost a hundred people, all of them are located in different countries EU. These departments deal exclusively with support iOS users. They serve everyone who speaks Russian and calls a Moscow number. If they call even from Montreal, they help him too.
Extreme situations also happen - for example, it takes 2 hours to create Apple user ID, then look in the application, wait for it to load. People who have “suddenly” lost contacts and calendars often contact us; many simply call to find out about the condition of their phone (is it new, is it with a guarantee, PCT). Most often there are no stupid requests.
Support uses 21.5-inch iMacs in a wide variety of configurations. Quite powerful devices. The work schedule is agreed upon in advance taking into account the employee’s wishes. All the employees are Russian; even during the interview they check their level of Russian language proficiency. Well, you need to know English, of course.
Used for work special application iLog. It compares favorably with Salesforce, Oracle and even SAP. He's like anyone software Apple is notable for its intuitive simplicity and versatility: you type the name of a case (situation), and at the same time it displays articles on solving the problem in real time.
Using iLog, you can disconnect from the operator in one click, get data about the device, including its entire repair history, and use diagnostics to find out what’s wrong with it this moment not this way: detailed information about any component. Take it and turn it off FaceTime to user You can use another utility: iCloud Support App. Disable iMessage, FaceTime, Keychain and so on. But in fairness, support does not see any user data, which should not concern them: it sees how many photos, how many contacts, and so on, but not the photos and contacts themselves.
It is impossible to track the device even with the user’s knowledge. If an Apple ID is stolen, support looks to see what's wrong with it and asks questions to verify the identity of the caller. If everything is ok, then the letter is sent to the specified mailbox. If a thief even changes the Apple ID himself, then all this is visible and quickly recorded. So they have no chance.
The number of calls depends on the day: Friday is quiet, everyone has turned to their phones and is rushing out into the countryside to “fry meat.” On Monday it’s sold out - everyone remembers their phones. If we take the average - 10 calls per day per person.
On average, Apple support staff earn between €1,000 and €3,000 depending on country and experience. About the ban on Android devices - everyone is free to choose what they like best. Many workers use Android smartphones and feel great.
With the release of iOS 9, support requests have increased - many requests from those who imagine themselves as designers and engineers, and give instructions to fix certain bugs operating system. But there are also complaints about the case: for example, iOS 9.0.1 was released due to a bug that caused the iPhone to freeze when updating the device.
We'll continue to take a look behind the scenes at Apple, with more to come.