Beginning next month, Apple will stop providing customer support on X, formally Twitter, according to a new report, which claims the iPhone maker will eliminate social media support advisor roles across Twitter, YouTube, and the Apple Support Community website from October 1.
According to MacRumors, the official Apple Support account on X, @AppleSupport, will no longer provide customer service on the platform beginning next month, with a source suggesting that any messages sent to the account after its closure will receive an automated reply outlining other ways that they can contact Apple to receive assistance, such as over the phone, in-store or through the Apple Support app.
“In addition, the sources said Apple will no longer provide technical assistance to customers in the comments section of YouTube videos uploaded to the Apple Support channel,” the report notes.
It is understood that staff currently part of Apple’s social media support team will be offered the opportunity to transition to a phone-based support role in the company. “Employees will receive training to provide phone support, and the transition is expected to be completed by November,” one source said. They added that “those who do not wish to work on the phones were told they would need to explore work outside of Apple.”