Apple reviews

Customer service metrics are geared solely on the customer's satisfaction with your service, however, customers leave feedback about Apple services/products, as well as issues regarding connectivity within chat that are outside of your control. Your measurement of success is not based solely on your performance in rectifying an issue or providing accurate knowledge. Your measurement of success is not based solely on your demeanor and handling of the customer. As a result metrics are skewed and regardless, you are held accountable for performance of these metrics. Additionally, management seems to be lead to or trained to make you believe that all accountability for metrics is based solely on your performance. I have worked with Apple for two years, plus now and simply cannot understand this method. Management will use scare tactics to make you believe that your job security is at risk while stats are low, even if all dissatisfied surveys are based only on the disconnection of the chat before you even get to speak with the customer which is out of your hands, ultimately. Management is also untrained in the use of Apple products, and doesn't seem to have any positioning statements or training that help you to improve your performance. At the end of the day, I have been ultimately dissatisfied with my experience in this position and I'm actively looking for a position elsewhere. I've seen a lot of turn over, and as just an example, my entire team has changed during my stay at AppleCare. I have tried to apply for other positions which I am more than qualified for several times, but never get a response.

- No career growth: you have to fight for yourself, you will be lucky if you have a "nice" manager that "helps" - Work comes first attitude: "it doesn't matter what is happening in your life, get it done" - Back stabbing, two faced politics, lies - Lack of recognition for hard work - Surprisingly low pay compared to similar jobs in industry - Not valuing their employees: "it is a privilege to work at Apple, we can easily replace you" - Useless HR: incompetent and essentially managers spies; serious waste of space - Extremely under staffed - Unreasonable demands that have you working evenings (till morning) and weekend for things which end up not even being important - Serious lack of sense of "team": everybody is out for themselves - Pay rises are in % increases unless you get "promoted" (you aren't really given a new job, just a lot more responsibility and a bit more money, but sometimes no change to title or hierarchy placement) the amount can be insignificant. Max % increase was 10%, and that is really rare to get! ADVICE: negotiate a big base before joining so those % are worth more. - Company brainwashing practices are common (seminars, lectures, lessons). Its hard to believe how many people buy into it internally - Please note that the Europe Head office (in London) appeared to be a special case of intensity. The UK office and other European offices appeared to be not as bad (at least from my perspective). Though when weneeded things done by the local offices, they would feel our pain too. Till this day, the Local teams do not know how lucky they have it vs the Head office. I can only imagine how bad it is in the World HQ in Cupertino