No matter how much Apple praises its products and ecosystem, users often encounter both software and hardware problems.

Before going to a service center or demanding help from sales consultants who sold you a laptop, smartphone or other gadget, you should write to online support.

We'll tell you how to do this.

How to contact Apple support

Step 1. We open a special “Support” section on the Apple website.

Step 2. Find the item “Contact support”.

Step 3. Scroll the page a little and find the item Apple Experts –> Get Help.

Step 4. Select the product you are interested in. Let's take the iPhone as an example.

Step 5. Now you need to select the type of problem you are facing.

And then narrow the search spectrum by more accurately indicating the nature of the breakdown, bug or shortcoming.

Step 6. From the three proposed options, choose Chat.

Step 7 Enter the IMEI or serial number of the device (depending on the gadget category) in the appropriate field. The numbers are indicated either on the complete box or on the back of the device.

You can also view IMEI in the section Settings -> Apple ID -> Device information.

Please note that you must indicate the correct IMEI or serial number from the device you have at your disposal. Otherwise you will not be able to access support.

Step 8 Recently, in order to reduce the number of accidental calls, Apple has introduced additional measures that prevent access to support.

After entering the IMEI, you may encounter the following message.

Press confidently Request an exception to the rule, and then I believe that my product has an issue that is covered by the hardware terms of service.

Step 9 All you have to do is enter your first and last name, and also indicate your email address.

A chat window will open and within two minutes one of the support specialists will join the dialogue.

If you wish, you can send a copy of the correspondence by email. After the end of the dialogue, a notification will be sent to the specified email address, which will indicate the request number.

Subjectively. The success of solving your problem directly depends on the specialist you choose.

Some specialists will send you to an authorized service center whenever possible, while others will try to help solve the problem online. The human factor plays an important role here.

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Every week, Apple top managers make serious statements; something is constantly happening in the Apple world. But what if you look inside the company from the other side, from the side of ordinary employees? We managed to contact one of the people close to Apple (he does not work for the company, but asked to leave his name behind the scenes) and asked him about the peculiarities of working in the most expensive company in the world.

It turned out that Russian support has four departments, each with almost a hundred people, all of them located in different EU countries. These departments are exclusively dedicated to supporting iOS users. They serve everyone who speaks Russian and calls a Moscow number. If they call even from Montreal, they help him too.

Extreme situations also happen - for example, it takes 2 hours to create an Apple ID for a user, then search in the application, wait for it to load. People who have “suddenly” lost contacts and calendars often contact us; many simply call to find out about the condition of their phone (is it new, is it with a guarantee, PCT). Most often there are no stupid calls.

Support uses 21.5-inch iMacs in a wide variety of configurations. Quite powerful devices. The work schedule is agreed upon in advance taking into account the employee’s wishes. All the employees are Russian; even during the interview they check their level of Russian language proficiency. Well, you need to know English, of course.

A special iLog application is used for operation. It compares favorably with Salesforce, Oracle and even SAP. It, like any Apple software product, is notable for its intuitive simplicity and versatility: you type the name of the case (situation), and at the same time it displays articles on solving the problem in real time.

Using iLog, you can disconnect from the operator in one click, obtain data about the device, including its entire repair history, and use diagnostics to find out what is currently wrong with it: detailed information about any component. A user can take and disable FaceTime using another utility: iCloud Support App. Disable iMessage, FaceTime, Keychain and so on. But in fairness, support does not see any user data, which should not concern them: it sees how many photos, how many contacts, and so on, but not the photos and contacts themselves.

It is impossible to track the device even with the user’s knowledge. If an Apple ID is stolen, support looks to see what's wrong with it and asks questions to verify the identity of the caller. If everything is ok, then the letter is sent to the specified mailbox. If a thief even changes the Apple ID himself, then all this is visible and quickly recorded. So they have no chance.

The number of calls depends on the day: Friday is quiet, everyone has turned to their phones and is rushing out into the countryside to “fry meat.” On Monday it’s sold out - everyone remembers their phones. If we take the average - 10 calls per day per person.

On average, Apple support staff earn between €1,000 and €3,000 depending on country and experience. About the ban on Android devices - everyone is free to choose what they like best. Many workers use Android smartphones and feel great.

With the release of iOS 9, support requests have increased - many requests from those who imagine themselves as designers and engineers, and give instructions to fix certain bugs of the operating system. But there are also complaints about the case: for example, iOS 9.0.1 was released due to a bug that caused the iPhone to freeze when updating the device.

We'll continue to take a look behind the scenes at Apple, with more to come.

If you are faced with a problem related to Apple technology or one of Apple services, and you were unable to solve it on your own or with the help of specialists from our forum, it’s time to ask the company for support. We'll tell you how to contact Apple technical support in this manual.

Important: Before calling or writing Apple, make sure your device is still eligible for service and support. This can be done on a special page on the official Apple website, where you need to enter the device serial number and click “Continue”.

How to contact Apple technical support by phone

The fastest way to contact Apple support is to call. Moreover, it is by telephone that you can get advice on the operation of all your devices - the possibility of online chat with company representatives will not be available on all issues.

Apple Technical Support Number: 8 495 580 9557

It is worth noting that the line operates only on weekdays, from 09:00 to 20:00 Moscow time.

How to Contact Apple Technical Support Online

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It is difficult to fully study all the intricacies of the operation of apple technology - there are many products and they all have different properties and settings. Therefore, sometimes even advanced users have minor questions that take too much time to resolve. In this case, Apple has its own technical support team - you just have to write to them.

It works 24/7, so you can ask for help anywhere at any time of the day. The main thing is that the Internet is stable, because in this material I will consider the fastest and most effective contact option - online chat. You also need to know English, but first things first.

Apple recently updated its support page to make apple.com/support look nicer. Once on the page, immediately scroll down. Our goal is to quickly connect with specialists, so feel free to click Contact Support → Get Started.

First you will be asked about your location. The main thing here is to lie a little and choose United States. Well, or Russia in case of complete misunderstanding of the English language. If religious or any other canons do not allow you to perform such a trick, then, alas, nothing will come of it - Ukraine is not on the list of countries. By the way, Russian technical support only provides online chat in 1 out of 10 cases, so I highly recommend making friends with a translator.

Then decide in which area you need help. In my case, these are the Apple ID settings - I don’t fully understand how to properly share purchases in the App Store with other users, so I select the appropriate item in the next menu. The same operation is suitable for other topics, but not always. Basically, technical support helps solve non-critical software glitches or simply tells you how to properly configure a particular function.

Next, you can choose the option to contact a specialist. Although only one will do - online chat. Just click on the icon, fill in the necessary information about yourself, and within a couple of minutes its window will automatically open. Wait for the first message from the employee - it is always pleasant. For example, "How are you doing today?" or “All problems are solved - and yours will be solved. Tell me what happened.”

I have asked for help via chat more than 10 times - technical support has always responded clearly and to the point. Another advantage of this method is that you can ask a question of interest in a completely inappropriate topic. This happens when online chat for the problem you are interested in is unavailable - you can simply write about a broken iPhone function in the MacBook support chat, and a specialist will redirect you to the right person. And he still wishes you a good day.

In some situations with a Mac, specialists may even ask you to download a special program to view your screen. Like TeamViewer, but from Apple and super secure. And the employees won’t be able to do anything except show you where to click and what to do. It’s very convenient when you don’t understand anything at all - you just follow the prompts and that’s it.

By the way, if this option of contacting you does not suit you, there is an alternative - via Twitter. Just mention

Apple products, like no other devices, are accompanied by a powerful support service even after the sale. Users have access to an extensive network of service centers around the world, a huge application store (often free), various specialized communities, etc. What types of assistance can a consumer expect?

Guaranteed help

As for iPhone support, they are eligible for free telephone support from technical service. It is provided for three months from the date of purchase of the phone (which is why it is important to keep the receipt and the original box). The service's assistance includes: support if difficulties arise with setting up, installing the system and applications, connecting the iPhone to other devices. These are more like consulting services, because... Users are provided with recommendations for troubleshooting the listed problems when using a new iPhone. There are no restrictions on the number of calls - call at least ten times a day.

Such technical support for iPhone (and other devices) throughout Russia is available by calling 495-580-95-57. Calls and remote diagnostics are not paid (during the above period after purchase).

Therefore, before contacting the service for advice, make sure that you still have the right to it. Follow the link to a special resource - checkcoverage.apple.com/ru. Before doing this, do not forget to look at the serial number of the phone. It can be found either on the packaging sticker or in the settings of the iPhone itself (in the device information section).

The conditions for providing free technical assistance by telephone indicate that telecom operators that are Apple partners can also provide customer consultation when selling iPhones through their network of stores.

Beeline and Megafon support this service in the Russian Federation. The company’s attention to people with special needs deserves special praise. This provides special settings for communication with services for visually impaired people. The American office even has a separate line specifically for users with hearing and vision problems.

Alternative escort

Another option for getting help is to contact the operator directly by calling the number in Russia: 8-800-333-5173 - customer support for the regional App Store.

Calls are accepted exclusively on weekdays - from 9.00 to 21.00. Here you will receive advice on the availability of the device you are interested in, its delivery period, you can place an order, etc.

When, for some reason, you cannot make a call to the specified number, you can use the technical service tips: https://getsupport.apple.com/. In a large list of topics you can find a detailed description of the most common problems with your phone (as well as other Apple devices) and how to fix them.
If there are no ways to solve your problem in the list, send a request to the support service. Try to state the essence in as much detail as possible so that the company’s specialists can quickly find out the reason and contact you as soon as possible. You can submit a request via the link: https://getsupport.apple.com/GetproductgroupList.action?locale=ru_RU, sending your email or phone number to contact us to find out the details.

Communities

Do you speak English at a decent level? You can also visit the Apple Support Communities. In it, users discuss problems with their iPhone in real time with each other, share with others their findings on how to solve them, and consult with specialist company representatives. Here you can pick up a lot of useful tips and immediately put them into practice, without tedious correspondence with services. In the service, correspondence is divided into subsections (applications, Internet, camera, calls, etc.) to make it easier to find the information you need.

The information presented in the community will also be of interest to developers of hardware, applications or iPhone accessories. You can get a lot of ideas to improve its performance or make it more convenient to use.

A good assistant for Apple product user groups is appleusergroupresources.com. You can find like-minded people all over the world. Share the features of using iPhones in different parts of the world. And this is important, given some restrictions introduced at the state level in a number of countries (in the UAE, for example).

As you can see, it is not at all necessary to disconnect the phone number of service centers; there are many alternative options for identifying and fixing any iPhone problems. Therefore, even the end of the required three-month period is not a reason to be upset. In addition, solving problems independently encourages the owner to learn more about the principles of iPhone operation. A lot of useful characteristics are revealed that he did not even suspect about, and not that he actively used. In any case, visiting the above resources will benefit you.

If there are serious software glitches or manufacturing defects, and no advice helps, then you should definitely ask for help from professionals. And now you know where to turn.