Apple could stop offering customer support via social media sites such as Twitter, YouTube and even its own Support Community online forums.
MacRumors has learned from anonymous sources that the Cupertino giant will no longer pay specialists to offer customer assistance on X (formerly Twitter), in the comments section of videos on the Apple Support YouTube channel and via replies to customer inquiries posted on the Apple Support Community online forums.
It’s unclear why Apple would stop offering assistance via social media, including its own forums. The report states that the changes will go into effect on October 1.
Apple may stop offering support via social media
Apple is offering hundreds of affected employees the opportunity to transition to a phone-based support role in the company, but some advisors are unable to or unwilling to make the switch, the sources said.
And:
Employees will receive training to provide phone support, and the transition is expected to be completed by November, one source said. They added that those who do not wish to work on the phones were told they would need to explore work outside of Apple.
People reaching out to Apple Support on X after the deadline will reportedly get an automated reply instructing them how and where to get assistance for their problem. The @AppleSupport handle has been active since 2016.
Also, Apple customers seeking help in the comment section of videos shared via the Apple Support YouTube channel will no longer get assistance from a paid specialist like before. The Apple Support channel launched in November 2017.
As the paid role for the Apple Support Communities is going away, too, you also won’t get assistance from an Apple specialist there. The report doesn’t give the reason for the unusual move, but there are already precedents for it.
In 2022, Sony stopped offering customer support on Twitter. And Netflix, which has been offering customer assistance on social media for more than ten years, also discontinued customer support via social media in favor of its own platform.
Perhaps Apple has concluded that social media have become too toxic to continue engaging with customers this way? The company could also be looking to save some money, especially now that Elon Musk has raised X’s API pricing significantly.
At any rate, expect Apple to continue offering customer support via chat, email and phone via its Apple Support website and the Apple Support app.