AppleCare Support Understaffed In the UK

I’ve always found Apple’s support to be excellent; superior to any other hardware company I’ve dealt with. I buy AppleCare contracts for all my Macs, and, last week, I had a question for Apple support. I called in twice, but each time was told that the wait time would be longer than ten minutes; I didn’t have enough time to wait.

Today, I did, and I called Apple just before noon. I was told, again, that the wait time would be superior to ten minutes. But I didn’t expect it to be as long as it was. From the time I first got connected to Apple’s support number, and began the process of getting triaged through their speech recognition system (which took about two minutes), it took an astounding thirty minutes and forty-five seconds (30:45) to get a human being on the line.

Clearly Apple’s UK support is understaffed. I find this quite problematic; this isn’t free support, at least not in my case; I’ve paid for additional and extended support. Waiting times like this are simply unacceptable.

10 thoughts on “AppleCare Support Understaffed In the UK

  1. Schedule them to call you back by going to Apple.com/support. You can pick the date and time. I don’t know if it works in the UK, but it works great here in the US

      • My initial thought when I saw this article was to think – but Apple don’t have any UK AppleCare support because it is done from Ireland however now that I think further about this I do know that t least in more recent times they do now have some UK AppleCare support staff.

        I am surprised however that they don’t appear to be redirecting calls to Ireland from the delay you describe.

        Note: I have in the past used AppleCare Pro for servers (back in the Xserve era) and it used to be that if you rang the normal UK number outside UK hours it would automatically forward the call to the US support team.

        “Alas, poor Xserve! I knew him, Horatio; a server of infinite jest, of most excellent fancy;”

        • My article isn’t about here the staff are located; I don’t really care. It’s about the support staff that handle calls from the UK. Yes, they’re probably all in Cork, Ireland, but that’s not the issue.

  2. Schedule them to call you back by going to Apple.com/support. You can pick the date and time. I don’t know if it works in the UK, but it works great here in the US

      • My initial thought when I saw this article was to think – but Apple don’t have any UK AppleCare support because it is done from Ireland however now that I think further about this I do know that t least in more recent times they do now have some UK AppleCare support staff.

        I am surprised however that they don’t appear to be redirecting calls to Ireland from the delay you describe.

        Note: I have in the past used AppleCare Pro for servers (back in the Xserve era) and it used to be that if you rang the normal UK number outside UK hours it would automatically forward the call to the US support team.

        “Alas, poor Xserve! I knew him, Horatio; a server of infinite jest, of most excellent fancy;”

        • My article isn’t about here the staff are located; I don’t really care. It’s about the support staff that handle calls from the UK. Yes, they’re probably all in Cork, Ireland, but that’s not the issue.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.