AFAIK Apple has departmental walls for information access, linked by AppleID #. If you route to the wrong group they will likely not have the training nor the i

AFAIK Apple has departmental walls for information access, linked by AppleID #. If you route to the wrong group they will likely not have the training nor the information access to help you. That said, I usually have done really well just asking them to route me to the right group.