[ZeroConcerns]

So, yeah, the linked article is half a decade old by now and would best be flagged as "HN is not Apple customer service", but there is something worth salvaging here.

Which is: sure, you're a tech company wanting to change the world. And, sure, this will ruffle some feathers and break a few eggs by design, but: the least you can do is stand up for your customers, right?

So: if your actual customers want to urgently talk to you about, ehm, things, how do you enable this? And, how do you communicate the outcomes to the wider world?

Bad examples abound. But how would you do better?

[wat10000]

I’d have a phone number that customers can use to reach someone at my company who can help them, and put that phone number in places where customers can find it.

Which is what most companies actually do, including Apple. Uncontactable companies like Google aren’t the norm.

I understand and share the frustration that email and chat work poorly, but unfortunately that’s often how it is. If you need help, your best bet is usually to call. It doesn’t sound like this guy ever did that.