I have worked for Apple doing Technical Support. The author conviently and entirely skips over which steps he took to 'help his friend'. Apple employees are a

I have worked for Apple doing Technical Support. The author conviently and entirely skips over which steps he took to 'help his friend'. Apple employees are allowed to help friends, obviously. What you are not allowed to do, is to use Apple's special software tools that is intented only for helping customers during work time. These are sensible rules that protect the privacy or Apple users. I suspect the author had stepped out of line, and neglected those rules.