How to reach Apple, Google & Amazon for tech support

Companies make it hard to find them, so we've got the info for you here

Dall-E does it again

This week I helped out a friend who was having a really hard time dealing with Big Tech, and it put him in a state of limbo. I urged him to stay vigilant and not give up.

His way: send the company an e-mail, get a response, write back and wait for the problem to be resolved.

My way: No, no, no. Even though the company does everything in its power not to be available for conversation, dig a little deeper, and stay on top of them. In Google’s case, they will do chat sessions with you, if you can find the link. (I have it here—so read on!)

Best is when you can talk to a live human being, but Big Tech, despite all the wealth, seems intent on not letting you do that. If you do break through, often the communication on the other side of the world isn’t so great. But at least you can connect.

I don’t like e-mail conversations with Big Tech, because you ask a question, get a response several hours or even days later, ask a followup, and the chain goes on like this for weeks.

With Chat, the person on the other end poses the endless queries, you answer, but in the end, together can hopefully find the resolution in real time.

And when they try to stop you by sending you a Help article to read, you can say no, that’s not helpful. “I need you to tell me yourself and help me fix the problem. In fact, let’s fix it together right now. “

For my friend, this indeed worked. His immediate issue was solved, via Chat, after five weeks of trying the old way.

Because getting a hold of support from Big Tech is so hard, and hidden, I thought a few tips on how to get under the rocks and locate these guys would be of some help.

Apple

Has the best tech support of any company in big tech. No matter how long ago you bought the product, Apple will talk to you, on the phone, and promptly. Call this number to be connected: 1-800-275-2273

You can also go to the Web, where Apple offers to direct you to phone, Chat or e-mail after asking a series of questions about your product and issue. That part is annoying, but it goes the extra mile by asking if it can place a call directly to you.

Get an Apple rep on the phone, and he or she will ask to screen share your Mac and/or phone or iPad to hone in on the problem and find a solution. Screen share is the best for identifying the problem and solution. Thank you Apple for this.

Unlike most other tech companies, the easy part is getting Apple to come to the phone. What of an in-person visit to the retail stores and the Genius Bar? For that you need to make a reservation, something that has become very hard to do, unlike in the past when you could make them on the Web. For this, you need to first initiate a Chat or phone session with the Apple advisor, who will try to talk you out of going in-person and try to resolve over the phone. But if it’s in-person you want, Jeff’s tip: stay firm, and say no, make the appt. in person please.

Google

Much of Google is off limits to direct contact for support.

But if you pay for storage with Gmail, Google Drive or Google Photos, Google will indeed talk to you, by phone, chat or e-mail. Google One LINK

If you have questions about how to use the Google search engine, the Chrome browser or the free version of Google Photos, Google won’t take your call, but instead send you to a (hopeless) forum, where Google won’t respond. Instead it asks you to get help from the wisdom of the crowd.

If you have a problem with the accuracy of a Google listing, you can click a button within Google to complain to some anonymous entity. Good luck getting an answer.

YouTube: If you have a channel that’s monetized and in YouTube’s “partner” program, a chat page is set up for communication. LINK

YouTube also has a presence on Twitter @teamyoutube but I found the Chat to be more responsive.

Amazon

Tech support link:

The E-tailer will come to the phone (1-888-280-4331) and do Chat with you, but it puts you through the ringer first, asking an endless series of questions and encouraging you to read help pages. There’s a toll-free number where the AI wants to have an endless conversation with you before connecting (just keep declining every offer and say “Customer service”) and the process is similar on the Web. Have a question about how to operate your Echo or Fire TV device? Just keep clicking and you’ll eventually get to the phone and Chat support. Amazon’s Twitter: @AmazonHelp

Microsoft

After asking you to sign in, Microsoft will chat with you, via this address: https://support.microsoft.com/en-us/contactus

A word from our sponsor

SmugMug, the photo company, is more responsive than Big Tech, in that it’s a small firm that relies on subscription revenue to keep in business. It calls its Support staff “Heroes” and relies mostly on e-mail communication. As a long-time user, I can attest that the Heroes usually do indeed get back to you within 30 minutes or less and respond to followups quickly. Better yet though, are the Chat services, staffed by the same Heroes, which are pretty well hidden.

To get to Chat, paying customers click the question mark at the top right of the site and opt for the Support Menu. Click on it, and you’ll see the Chat at the bottom of the screen. The Heroes work 9-5 PT Monday through Friday.

In general, smaller companies are way more responsive to their customers. Mighty Networks, a community platform that recently unveiled a big format change, eventually did a Zoom session with me after I failed at finding a solution via e-mail. I complained on Twitter that I was still having troubles, despite their instructions, and via a DM, they set up a followup Zoom call, which was fantastic.

Facebook

The Social Network doesn’t accept calls or e-mails, nor does it offer Chat*. It will let you call or chat if you spend money as an advertiser and offers forms to fill-out with questions. You may get a response at some point in the future.

Bottom Line

• Have something to do while you’re engaging with the support team on the other side of the world. This will take some time.

• Reject every attempt to have you read a help page. Have you ever read one that makes sense? In the Chat, ask the agent to tell you exactly what to do, and to make the change together.

• Don’t accept a “we’ll get back to you,” response. Say you need a resolution today, and don’t be in a rush to hang up.

We know how awful tech support can be. Have you have good experiences with any of the companies? And what was the worst? Tell me all about it.

Let’s go to Palm Desert!

As you probably know, my most viewed episode of #PhotowalksTV in 2021 was our visit to sunny Palm Springs, California, so now it’s sequel time. I spent a few days recently making new friends in nearby Palm Desert and having a photographic field day. Please do me a favor and watch the latest episode and let me know what you think. The iPhone 14 Pro Max was a great camera to capture the beauty of the winter desert! I’ll be back at you tomorrow to fill you in on things to do in Palm Desert.

YouTuber iJustine, photographed in 2009 with a Canon PowerShot camera

The Kids Today

Per Saturday’s New York Times, teens are ditching their smartphones in favor of 20-year-old technology, the good ol’ point and shoot camera. Said one teen to the NYT: “We’re so used to our phones. When you have something else to shoot on, it’s more exciting.” The quality is so much better today on modern smartphones, but that’s the point. The kids prefer the rawer, sometimes over-exposed and fuzzy look. Your take?

Sam and Jasper in 2002 on a Nikon Coolpix camera

The Waves

You may have heard that California had a little rain this week. And with it came huge, monstrous waves at the beach. When you see big swells, there’s nothing more fun than watching them crash into our beloved Pier!

The waves were so large our Manhattan Beach Pier was closed for 2 days this week.

George Rose and the iPhone

Speaking of the weather, my guest on the iPhone Photo Show is the great photographer George Rose, who has been showcasing his amazing photos of the Solvang area (clouds, storms, you name it) on his Instagram. Check him out there @georgerosephoto and tune in to the show!

Thanks as always for reading, watching and listening! Don’t forget to smash the Like button and click reply to let me hear your thoughts. I’ll be back at you tomorrow with more on Palm Desert, and with answers to some of your recent questions.

Jeff