AppleCare Support: First Chat Transcript

Edward Snowden:  Software Giants Amass Cellphone Metadata
Next Breach of Public Trust:  Voiceprints (Biometric Identifiers)

Chat is a form of real-time communication done in a browser window. When I needed tech support for my new iPod, I went online to AppleCare Chat on June 18, 2013. The first Chat session didn't resolve the issues, thus I opened a second Chat session the same day. I got nowhere until I discovered Apple's Privacy Question page, and through there submitted an email titled Allow Customer to Limit Contact Method.

 • First Chat Apple made 8 separate demands that I change over to a telephone call
  Second Chat Apple made 7 additional persistent demands for telephone contact
  Privacy Question Apple made 1 final audacious demand for telephone contact

Data-mining of cellphone metadata and voiceprints could explain Apple's coercive attempts for telephone contact. But clients can say no, and stand firm. Read the full text of the first Chat Transcript below.

Telephone demands are are highlighted in blue

From: Apple Chat Support <do_not_reply@apple.com>
Date: June 18, 2013
To: medicaljustice@me.com
Subject: Apple Support Case ---  Chat Transcript

Dear Georgena,

Thank you for your recent chat with Apple Support.

Your case number is ---

If you need to contact us again about this issue, providing the case number will help our Advisor quickly locate your case.

We want to help you get the best service and support for your Apple product. Please visit our award-winning Support website to find product information, tutorials, troubleshooting steps, and much more.

A transcript of your chat support session follows:

Chat Transcript

Tuesday, June 18, 2013 08:50 AM
Duration 89 minutes

Ryan:
Hello, my name is Ryan. Welcome to AppleCare chat support. Please give me a moment to look over your information.

Ryan:
Hello Georgena, I want to thank you for chatting me today. Before we start, I should let you know that if we get disconnected it's likely due to a system or connection issue. It is never our intent to disconnect from you. It sometimes happens if you are chatting us from the device you are having trouble with. For that reason, we suggest chatting from another device than the one having problems. But if you don't have another device, that's okay. We can still help. If you do get disconnected, please chat us back and refer to the case number on the email that you received so you can pick up where you left off. How are you doing today?

Georgena:
Okay. First: Why did the Apple screen just tell me that my Serial Number represents a device sold more than 5 years ago? I just bought it on June 7, 2013 (a few days ago).

Ryan:
I am showing the date as 5-8-2014. I apologize not sure why that came up. I do have the newer information on my side!

Ryan:
I see you are having an issue with connecting to iTunes. Is that correct?

Georgena:
Can you first explain the Serial Number problem? If this is an old device (kept on store shelves since 2014), then I will return it. I need to know what is going on here!!

Ryan:
I would be happy to!

Ryan:
You purchased it on 6-7-2013. Is that correct?

Georgena:
Yes, I have my receipt in front of me. I bought it at Future Shop in Saskatoon, Canada.

Georgena:
I just realized you quoted the year 2014. Was that a typo?

Ryan:
Ha! Yes it was, my apologies!

Ryan:
Give me just a moment and I will get this straightened out for you!

Georgena:
ok

Ryan:
Okay, yes our system is showing a purchase date of 5-8-2013. Was this purchased as a new iPod touch from Future Shop?

Georgena:
Yes, it was bought as a new iPod Touch from Future Shop. But your date of 5-8-2013 is wrong. I should check: does that date mean May 8, 2013? (want to ensure the month and day are straight).

Ryan:
Yes, it does mean May 8th 2013. We can get this straightened out for you. However I would need to put you in touch with an advisor over the phone. I would be happy to have an advisor call you in a matter of minutes. How does that sound?

Georgena:
No, this should be in writing. I cannot think of any reason why you want to involve telephones.

Ryan:
It's important to me you walk away with an exceptional experience here at Apple, and feel like we've resolved your issue to your satisfaction. At this point, since I sense that you have some outstanding concerns, how about I contact a senior advisor to look at your situation to get another set of eyes on your issue?

Ryan:
That way we can keep this here in chat!

Georgena:
Why don't you go as far as you can? Let's just take one question at a time. I started out to contact Apple to find out where to find the version of iTunes I need (since I cannot use the newest iTunes 11 on my computer). But when I began the Chat process, I discovered another question, that being the Serial Number. Can we take the Serial Number first, because that it a real puzzle.

Ryan:
I want to get this resolved for you! I can help you with the technical issue with iTunes but we are geared for the technical side of things. Issues such an your purchase date are normally handled by another department only available over the phone at this time. However if I bring a senior advisor on, here in chat they have more tools at their disposal and may be able to better asset you regarding this. I am happy to do whatever you are most comfortable with.

Georgena:
Okay, bring on a senior advisor. No problem.

Ryan:
I am more than happy to. Give me just a moment please.

Ryan:
Georgena, I really apologize, my system is updating and I am unable to bring a senior advisor on at this time. I only have the ability to schedule an advisor to call you at this time. I would be more than happy to address the iTunes issue with you now. Or have an advisor call you. I know you would prefer to keep this in chat. Another thing I can do is notate everything we discussed on your case, that way you can chat us back and speak with a senior advisor here in chat. What would work best for you?

Georgena:
Okay – help me with iTunes now. Then tell me when to Chat back, at a time when a senior advisor is available.

Ryan:
Sounds like a plan! Once again I am really sorry about this Georgena.

Georgena:
Moving forward – My computer is a MacBook with operating system Os X 10.5.8. I tried to download your newest version of iTunes 11, but the System Requirements said you must hav

Georgena:
... must have operating system 10.6.

Ryan:
I see, you have 10.5.8 on your Mac. Is that correct?

Georgena:
Yes. It is an older machine with Leopard. I have a Snow Leopard disk, but it slowed my computer so much (due to limited memory space), that I returned to using Leopard. Thus iTunes 11 is beyond my use. But all I need is iTunes 10.7. The error window that showed up on iTunes when I tried to connect my iPod said (exact words from a screenshot): “The iPod Touch cannot be used because it requires iTunes version 10.7 or later. Go to www.itunes.com to download the latest version of iTunes.”

Georgena:
But when I visited the iTunes site, I could not find iTunes version 10.7. Just need to know where I can download it from.

Ryan:
I am really sorry to hear that you are having an issue with getting the newest iTunes version!

Ryan:
I am going to check if there may be a way to get iTunes 10.7 for you!

Ryan:
Give me just a moment please.

Georgena:
Okay. I tried the Tucows site, but no luck.

Ryan:
Thank you for your patience, I am still trying to dig up 10.7 for you. Should just a few more moments please.

Ryan:
Okay normally earlier versions of iTunes are made available by Apple on this website: http://support.apple.com/downloads/  However it looks like 10.7 for Mac is not available as a download. It looks like in this case the only way to use iTunes with your Mac would be to upgrade the OS. Now if things are going slow when you do. There may be something that can be done for the slowness issue from that point.

Georgena:
Do you mean I can install Snow Leopard, and get reasonable speed?

Georgena:
Or, perhaps I could install Snow Leopard just long enough to download the latest iTunes, then complete the sign-in screen for my iPod. Sync my music once, then return my computer to plain Leopard.

Ryan:
Well, I have to admit my expertise is on the iOS side of things. But an advisor in our Mac support department may be able to help troubleshoot that issue with you. However our Mac support department is not available in chat at this time, only over the phone.

Georgena:
Okay. What can you do. What did you mean?

Georgena:
Why doesn't Apple archive for public use the older versions of iTunes? The application is free, so what does Apple have to lose?

Ryan:
My expertise is on the iPod, iPad, iPhone side of things but an advisor in our Mac support may be able to asset you with that slowness issue on the actual Mac.

Ryan:
I understand your concern about the older versions!

Ryan:
Here is what I suggest I know it does not help your immediate situation.

Georgena:
Perhaps it cannot be done. When I first tried Snow Leopard, I contacted my local Apple reseller store. The tech there said even installing a new memory stick would not help. My machine is too old.

Ryan:
Apple takes your feedback very seriously. I encourage you to submit feedback to Apple about this. I have actually already submitted feedback as well. Here is the link for that. Apple Feedback

Ryan:
That link it regarding the older versions of iTunes download.

Georgena:
Please explain. “That link it...” What?

Ryan:
Sometimes that can be the case with older machines as well

Ryan:
I would be happy to!

Ryan:
The reason I gave you that link it if you would like to submit feedback about the older iTunes version not being available, that is the best way to let Apple know. I have actually already put in feedback as well. I know it does not help your immediate situation, but Apple will see that feedback and take it into consideration! My hope is to have it be made available in the future. But for time being looking into a way to possible resolve the slowness issue you are having with Snow Leopard with one our Mac advisors would be the best immediate solution.

Georgena:
It sounds as if I will have to speak to an advisor. When can that be arranged?

Georgena:
Note: If I contact Apple Feedback, I will obtain a transcript of this Chat session, and simply send it verbatim. That will explain the issue adequately.

Ryan:
That is perfectly fine if you prefer! I will email you the chat transcript to make it easier so you do not have to copy and paste!

Ryan:
I know you would rather keep this in chat and I would to, but yes, speaking with an advisor over the phone for the Mac slowness and the other issue would really be the best away to resolve both issues.

Georgena:
Can your senior advisor find a copy of iTunes 10.7 and place it on the Apple site? Please note: I will communicate with the advisor by Chat, or by email if he/she prefers.

Georgena:
Technical issues really do have to be explored in writing.

Ryan:
I agree I find it easier myself! A senior advisor can look into it, but in this instance they would most likely be unable to. It would not hurt to check though and normally I would for you if I was not having the issue with my system currently!

Ryan:
What time is it where you are? I will find the best time for an advisor to call you if you like.

Georgena:
How many days lead time do you need?

Ryan:
I can more than likely have an advisor call you in matter of minutes!

Georgena:
Or, send me an email when you and your system are ready.

Ryan:
I can do that as well!

Georgena:
Okay, now hold on. Twice I have explained that our communication will be in writing – by Chat or by email ONLY.

Ryan:
I apologize maybe I misunderstood, a moment ago you asked about having an advisor call you and when it could be arranged. I was just going by that if you would like to keep this in chat the best thing to do is chat back in 20 minutes and we can put you in touch with a senior advisor if you prefer. My apologies if I misunderstood.

Georgena:
Okay, chat back in about 20 minutes. Should I log out now?

Ryan:
I know my ability was limited because of my system issues. It's really important to me that you're happy with your experience today. Before I let you go, I want to make absolutely certain that you're satisfied with me and the support I've provided today. If you're not for any reason, or have any outstanding questions, please let me know. Would you say that you are very satisfied overall with the support I have personally provided today?

Georgena:
Do not present surveys to me.

Georgena:
Logging out.

Thank you again for contacting Apple Support. We hope this has addressed your needs. If you need additional assistance with this topic, simply visit your case information page and choose the option to chat with us again.

Sincerely,
Apple Support
apple.com/support/country

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