Apple is bringing some changes in the way they give support to their customers. They are getting rid of some of the support that customers could get by sending direct messages or asking questions on videos. Twitter (now renamed X by Elon Musk) and YouTube are losing social media support advisor roles by Apple. This means that customers won’t be able to get support from Apple employees on these sites. This news has been reported by multiple sources.
Apple has been giving customer support on Twitter since about 2016, so this may come as a surprise to customers used to being able to go directly to Twitter for their needs. It seems that all good things must come to an end eventually. It’s expected that by November, the transition to alternate customer support options will be complete.
This ending of support means that the @AppleSupport account on Twitter which used to give replies to customers who sent direct messages, will no longer be responding. Instead, customers will be receiving an automated response which will tell them how they can contact Apple support.
Another change from Apple is there will no longer be technical assistance provided in the comment section of YouTube videos on the Apple Support channel. If you have been used to simply going on YouTube to ask questions on the Apple Support channel, you will have to make other arrangements to get the help you need.
Most of the employees who were used for dedicated support for these social media help roles will be transitioned to another phone-based support role. Some will even be able to provide support via chat. These employees will be trained to provide support for their new roles, so they will be ready to take care of customer support needs.