No matter how much Apple praises its products and ecosystem, users often face both software and hardware problems.
Before you go to a service center or demand help from sales consultants who sold you a laptop, smartphone or other gadget, you should write to online support.
We will tell you how to do this.
How to Contact Apple Support
Step 1. We open a special section "Support" on the Apple website.
Step 2 We find the item "Contact support".
Step 3 Scroll the page a little and find the item Apple Specialists –> Get Help.
Step 4. Select the product you are interested in. Let's take the iPhone as an example.
Step 5 Now you need to select the type of problem you are facing.
And then narrow the search spectrum, more accurately indicating the nature of the breakdown, bug or shortcoming.
Step 6 Choose from the three options Chat.
Step 7 Enter the IMEI or serial number of the device (depending on the gadget category) in the appropriate field. The numbers are indicated either on the complete box or on the back of the device.
You can also view the IMEI in the section Settings -> Apple ID -> Device Information.
Please note that you must indicate the correct IMEI or serial number from the device that you have at your disposal. Otherwise, you will not be able to access support.
Step 8 Recently, in order to reduce the number of accidental calls, Apple has introduced additional measures preventing access to support.
After entering the IMEI, you may encounter the following message.
Press confidently Request an exception to the rules, and then I believe my product has a hardware service issue.
Step 9 It remains to enter your first and last name, as well as specify your email address.
A chat window will open and within two minutes one of the support specialists will connect to the dialogue.
If you wish, you can send a copy of the correspondence by mail. After the end of the dialogue, a notification will be sent to the specified postal address, in which the number of the appeal will be indicated.
Subjectively. The success of solving your problem directly depends on the specialist you get.
Some specialists, whenever possible, will send to an authorized service center, others will try to help solve the problem online. The human factor plays an important role here.
Rate.
Products Apple, like no other devices, are accompanied by a powerful support service even after the sale. An extensive network is at the service of users service centers around the world, a huge app store (often free), various specialized communities, etc. What types of assistance can the consumer expect?
Guaranteed Help
As for iPhone support, they are covered by free technical support 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 help of the service consists in: accompanying in case of difficulties with setting up, installing the system and applications, connecting iPhone to other devices. It is more of a consulting service, 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.
Such technical support for the iPhone (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 seeking advice from the service, make sure that you are still eligible for it. Follow the link to a special resource - checkcoverage.apple.com/en. 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 Free Phone Assistance terms and conditions state that Apple's partner carriers may also provide customer support - if iPhone sales through its chain of stores.
On the territory of the Russian Federation, this service is supported by Beeline and Megafon. The company's attention to people with special needs deserves special praise. This provides for special settings for communicating with services for visually impaired people. The American office even has a separate line, especially for users with hearing and vision problems.
Alternative accompaniment
Another option for getting help is to contact the operator directly by calling the number in Russia: 8-800-333-5173 - the customer support service of the regional App Store.
Calls are accepted only on working days - from 9.00 to 21.00. Here you will receive advice on the availability of the device you are interested in, the period of its delivery, you will be able to place an order, etc.
When, for some reason, you cannot make a call to the specified number, you can use the tips of the technical service: 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 solutions to 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 its cause and contact you as soon as possible. You can leave a request at the link: https://getsupport.apple.com/GetproductgroupList.action?locale=ru_RU by sending your email box or phone number for details.
Communities
Do you speak English at a decent level? You can also visit the Apple Support Communities. In it, users discuss in real time with each other the problems that arise with the iPhone, share their findings with others on their solution, and consult with company representatives. Here you can learn a lot of useful tips, and immediately put them into practice, without tedious correspondence with services. In the service, the 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 accessories for the iPhone. You can get a lot of ideas to improve its performance or improve ease of use.
A good assistant and user groups for Apple products is appleusergroupresources.com. In them 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 imposed 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 of service centers, there are a lot of alternatives Troubleshooting and troubleshooting iPhone issues. Therefore, even the end of the prescribed three-month period is not at all a reason to be upset. Besides independent solution problems encourages the owner to learn more about the principles iPhone work. A lot of useful characteristics are revealed, which he did not even suspect, and not what he actively used. In any case, visiting the above resources will benefit you.
If there are serious software failures or manufacturing defects, and no advice helps, then you should definitely ask for the help of professionals. And now you know where to go.
Every week, Apple top managers are distinguished by serious statements, something is constantly happening in the "apple" world. But what if you look inside the company from the other side, 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 ask him about the peculiarities of working in the most valuable company in the world.
It turned out that there are four departments in Russian support, each with almost a hundred people, all of them are located in different countries EU. These departments deal exclusively with iOS user support. 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 an Apple ID for a user, then search in the application, wait for it to download. Often contacted "suddenly" lost contacts and calendars, many simply call to find out about the status of their phone (whether it's new, what with a guarantee, PCT). Most of the time there are no stupid calls.
Support uses a wide variety of 21.5-inch iMac configurations. Pretty powerful machines. The work schedule is agreed in advance, taking into account the wishes of the employee. All Russians work, even at the interview they check the 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 is like anyone software Apple is notable for its intuitive simplicity and versatility: you type the name of a case (situation), and at that time it displays articles for 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 history of repairs, you can use diagnostics to find out what's wrong with it this moment not this way: detailed information about any component. The user can take and disable FaceTime with another utility: iCloud Support App. Disable iMessage, FaceTime, Keychain and so on. But in fairness, support does not see any user data that 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 knowledge of the user. If the Apple ID is stolen, support looks to see what's wrong with it, asks questions to verify the identity of the caller. If everything is OK, then send a letter to the specified box. If the thief even changes the Apple ID itself, then all this is visible and quickly fixed. So they don't stand a chance.
The number of calls depends on the day: Friday is quiet, everyone is on their phones and rushing to nature to “fry meat”. On Monday, a full house - everyone remembers the phones. If we take the average - 10 calls per day per person.
On average, Apple support employees receive between €1,000 and €3,000 depending on country and experience. About the ban on Android devices - everyone is free to choose what he likes best. Many employees use Android smartphones and feel great.
With the release of iOS 9, support requests have increased - many requests from those who imagine themselves to be designers and engineers, and instruct to fix certain bugs operating system. But there are also appeals on 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 look behind the scenes at Apple, with more to come.
Apple is a famous brand in the market mobile devices. They deliver quality products and provide a highly professional level of support to their customers.
The department for work with users occupies a special place in the company. Let's talk about it in more detail.
Apple Contact Center
The company is international, which means that in each country it has its own representative office, which is a completely autonomous unit and is able to solve the problems of all citizens of the country.
Apple cares about its customers, so the contact center is open around the clock. Employees come on line in shifts to help solve user problems.
Alternative methods of communication
On the official Apple website, information about other phone numbers. In the section responsible for support, numbers of all representative offices in the world are available.
The site visitor enters a residence address or postal code. Next, he selects the product on which he would like to receive information.
The screen will display a map with the designation of the nearest points of sale 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. Binding is carried out after the purchase of the first device of the company.
The client will need to register and bind bank card to your account. This must be done in order to pay for the purchase in the Apple store.
In the future, when contacting the customer service department, it will be enough for the user to voice his identifier. The system will recognize him and provide information about his devices.
This account name can be used to get into the private part of the Apple website.