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To be fair, the "community specialist" is a base-level representative but is not capable of fixing the culture problem that led to the situation. They could:
by LeifCarrotson 5y ago
To be fair, the "community specialist" is a base-level representative but is not capable of fixing the culture problem that led to the situation.
They could:
1. Suggest they follow the prompt.
2. Try to have a random user run Terminal commands to edit plist entries.
3. Explain that's just the way it is.
4. Offer condolences and promise to escalate the complaint.
None of these are great.
- laurent92 5y agoAnd yet, he didn’t escalate the complaint.
- jlund-molfese 5y agoHave you worked in customer service before? Usually, the options you've got as a customer service agent are pretty limited. When I was at Best Buy, we had people ask us to escalate complaints about anti-features (like the pin pad that tried to sign you up for email spam) all the time, and had no ability to take action on them.
- laurent92 5y agoI’m not picking on his abilities, I’m just pointing out that Apple’s responsibility is engaged by having an ivory-tower structure. The worst thing that could happen to their designers is, customer feedback.