We have a whole bucket of issues that we acknowledge and know about but we can't acknowledge that to any customers or even offer repairs because Apple doesn't publicly admit to it.
The iPhone 7's speaker likes to go out. We can't do shit for any customer with this common and known issue.
Sometimes the iCloud just eats people's data for no reason and we have to go fuck with the account to make it come back.
If you forget your password, there's a chance that you'll have to go through account recovery even if you have the appropriate two factor verification code, because no reason. Account recovery takes anywhere from 2 days to 3 months to get you back into your account.
I've legit had to tell people that it's expected behavior for them to have no access to their account for over a month because they committed the crime of signing in on a new iPhone.
We have an internal article about devices being slowed down by updates, and the article basically tells you to shrug and say the phone's old.
To factory restore an iPhone you have to use iTunes (erase all content and settings is not the same thing), and if you use iTunes on a Mac you're basically screwed because 90% of the time you'll get an error. It legit works better with Windows but we can't say that.
WITHIN MY OWN WORKPLACE they try to make us use safari on our macs for official work websites, but they don't load. We have to use Google Chrome to get anything working.
Our internal program to facilitate screen sharing with macs and phones hasn't worked properly in over 3 months, and to this day I can only use it max a couple times a day despite being required to offer it on every call.
We currently take all calls on a proprietary program made by Apple that is a buggy mess. It constantly crashes and causes issues. Sometimes the customer data doesn't load in correctly despite the information we enter being correct.
We can't edit customer profiles so if you change your phone number, the profile when you call in will never be changed.
Our system is based on the same framework as the one Apple stores use, but we can't see anything the apple store enters.
When you call an apple store it directs you to the call center. If you need to talk to someone in the store, we put you on hold, call the public facing number that you just called, and then say "Manager" to the automated system.
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