According to foreign technology media MacRumors, Apple plans to eliminate after-sales consultant positions on social media and support forums. It is reported that hundreds of employees will be affected, and most of them will be transferred to telephone after-sales support.
The report cited many sources and stated that Apple plans to eliminate after-sales consultant positions in X (Twitter), YouTube and Apple Support Community communities. After October 1 this year, users who contact customer service staff on the above platforms will not be able to receive manual customer service.
Note: Reports indicate that since October, users have been contacting the @AppleSupport account on the X platform, seeking after-sales technical support through comments on the YouTube platform, and seeking expert support in the Apple support community. Manual customer service is no longer available.
If the user initiates an inquiry, the official will automatically send a reply, inviting them to contact after-sales support through Apple’s official channels.
It is reported that Apple’s adjustment has affected hundreds of employees. Sources say that most employees have already begun receiving training and will later be transferred to telephone customer service. For some employees who are unable or unwilling to transfer, Apple has stated that it will refuse to transfer these employees to other chat-based customer service positions unless there are physical reasons. This has triggered anger and frustration among some team members.
It is reported that this training and transition will be completed in November and employees who are unwilling to transfer need to find another way out.