If you’re having trouble with your Apple products it can be frustrating trying to find the help you need. That’s why we’ve outlined three ways that you can chat directly with Apple Support.
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Unfortunately, our Apple products don’t always work how we expect them to. Software crashes, displays get cracked, and batteries die. Many of us eventually need Apple Support to help save our products from near death. And although Apple does everything they can to streamline the support process, it can sometimes appear more complicated than it needs to be.
That’s why we’ve decided to outline three ways you can chat directly with Apple Support. Each method takes a little bit of time to get started, but the end result is the same. Whether over the phone, through internet chat, or face-to-face — these methods will get you talking to Apple Support.
1. Use the Apple Support Website
The simplest route to chat directly with Apple Support is to visit getsupport.apple.com. This intuitive website asks a series of questions to discover the nature of your problem before suggesting an appropriate service solution for you.
Answering the questions should take no more than a couple of minutes. To start, you select the device or service you’re experiencing trouble with. You’re then presented with a list of common issues associated with that product. If none of the options are relevant to you, select “The topic is not listed” and describe the issue in your own words.
With your issue identified, the Apple Support website offers a choice of appropriate service solutions to choose from. They may range from online chat to in-store appointments. The exact service options you receive are dependent on your issue. For example, telephone support isn’t suggested for cracked iPhone screens (which can’t be repaired over the phone), and in-store appointments aren’t suggested for Apple ID issues (where they can’t access your Apple ID credentials).
You could lie to the system to receive the specific support solution you’re looking for. Pretend you have physical damage to book a Genius Bar appointment for your email problems. Or claim your MacBook doesn’t turn on to talk to someone about update issues. But in doing so, you won’t receive the level of service expected from Apple. Instead, you’ll force yourself down a route that isn’t best equipped to deal with that problem.
It’s not uncommon for people traveling long distances to Genius Bar appointment to discover that in-store Geniuses can’t resolve their iTunes problem. Had they followed Apple’s telephone support suggestion their issue may already have been resolved. My suggestion is to trust Apple’s recommendations — at least to start with!
2. Use the Apple Support App
The Apple Support app provides an almost identical service to that offered from the Apple Support website. The key difference being that it’s a smoother experience for iOS users. This is particularly useful if your Mac isn’t working!
You can download the app for free on the App Store. Upon launching it, tap Get Support at the bottom of the page and choose from the list of available products. The app allows you to select particular Apple products registered to your Apple ID.
Like the Apple Support website, you’re then presented with a list of common issues related to that product. Don’t worry if you can’t see your issue. Choose Get More Help at the bottom of the page and you can describe the problem in your own words.
The Apple Support app takes your location into account when suggesting service solutions. That means you might not be able to book an in-store appointment if there are no service providers near you. Instead, you’ll have the options for telephone or online support.
3. Reach Out Over Twitter
A more direct approach to chat to Apple Support is to reach out over Twitter. Apple run an independent Twitter account for support queries called @AppleSupport. By following this Twitter account you’ll receive loads of tips and tricks for using your device. But you’ll also be able to message them whenever you’re experiencing trouble with your Apple products!
@AppleSupport is live every day from 5am to 8pm Pacific Time. Tweet them with questions of problems you might have. They’re likely to invite you into a Private Conversation where they can offer help. This could be direct answers to your questions or links to troubleshooting guides. Otherwise, they may be able to assist in scheduling telephone support or an in-store Genius Bar appointment.
Whatever problem you’re experiencing, they’re certain to be able to point you in the right direction for help. That is if they can’t get you the support you need directly.
All in all, Apple offer a variety of ways to receive support for their products. And while they may seem like lengthy processes, trust that they are in place for the best of reasons. Apple filter support queries to the right places, easing pressure on their support providers and streamlining the process for customers. It doesn’t always work perfectly, but you should always be able to find the help you need.
Dan is a freelance writer based in South West England.
He spent two years supervising repairs as a Genius Admin for Apple Retail and uses that knowledge to keep our troubleshooting guides up-to-date.
Long before that, Dan turned to Apple products from a musical background. Having owned iPods for years, he bought a MacBook to learn sound recording and production. It was using those skills that he gained a first-class Bachelor of Science in Sound Technology.