Well that's Def. Not how it was where I was. Apple is super involved with their tech support and is almost obsessive about making the customer happy. I mean, people lose whole libraries of punches stuff, and ur only supposed to get one or two complete redownloads of all ur stuff... But they rarely don't, give bottom level employees the ability to override warranty issues and replace uncovered damaged products.
Based on my experience with other tech or help lines, Apple has the best. They only outsource to India for one call center location. The other 9 are in America, so it's not impossible to hear them 90 percent of the time cuz you got someone here. Customers used to tell me when they called apple, if they ever did get an Indian, they'd just hang up and call right back cuz chances are the next one will be from Minnesota or whatever. And they got so many centers, there's barely a wait queue ever, the most I ever seen was 50 something minutes, on Christmas day. Otherwise barely at all. And they're good at hiding people that like electronics and actually know what they're talking about. Not to mention every tech employee goes through a paid 6 week long training course on every item you'll be troubleshooting, so every employee knows what they're talking about when you call. I worked there, and it's the one job that I don't really have anything bad to say about it at all...
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