Report confirms dismantling of Apple forum staff
Apple Computer has decided to do away with its discussion support team, a group of forum hosts that have monitored and moderated its user discussion boards, a new report has confirmed.
According to an article at The Mac Observer, the team was recently dismantled after Apple management began to question the value of the boards.
"The end result, however, has been a marked decrease in the quality of discussions, and an increase in everything from rudeness to instructions on pirating music and software," the report states.
It's believed that Apple started to break down the discussion support team late last month. Specifically, AppleInsider sources indicated that Apple began dismissing the majority of the staff members on June 29th.
The Apple Discussion boards have long been a resource for Apple customers to report problems with the company's products and receive helpful advice on how to solve those problems from other users and forum staff members.
At times, the boards also became a focal point of the online and mainstream media due to questionable moderation practices. To the dismay of customers, it wasn't uncommon for staff members to close or completely remove lengthy discussion threads that brought attention to problems with Apple products that the company had yet to officially recognize.
But Apple's decision to do away with its moderation staff has only added to the complaints users have about the boards.
"The forums have declined to such a state that they are certainly a disgrace to the Apple Corporation," one user wrote. "I don't know if any of the upper echelon from Apple ever visit, but they should. They would get a rude awaking."
Another added, "It is unfortunate that whomever is in charge, and their management, does not recognize what these forums have contributed in the past, and what they've lost by the decision to let go a team of support professionals that were extremely dedicated to improving Apple's customer support."
According to an article at The Mac Observer, the team was recently dismantled after Apple management began to question the value of the boards.
"The end result, however, has been a marked decrease in the quality of discussions, and an increase in everything from rudeness to instructions on pirating music and software," the report states.
It's believed that Apple started to break down the discussion support team late last month. Specifically, AppleInsider sources indicated that Apple began dismissing the majority of the staff members on June 29th.
The Apple Discussion boards have long been a resource for Apple customers to report problems with the company's products and receive helpful advice on how to solve those problems from other users and forum staff members.
At times, the boards also became a focal point of the online and mainstream media due to questionable moderation practices. To the dismay of customers, it wasn't uncommon for staff members to close or completely remove lengthy discussion threads that brought attention to problems with Apple products that the company had yet to officially recognize.
But Apple's decision to do away with its moderation staff has only added to the complaints users have about the boards.
"The forums have declined to such a state that they are certainly a disgrace to the Apple Corporation," one user wrote. "I don't know if any of the upper echelon from Apple ever visit, but they should. They would get a rude awaking."
Another added, "It is unfortunate that whomever is in charge, and their management, does not recognize what these forums have contributed in the past, and what they've lost by the decision to let go a team of support professionals that were extremely dedicated to improving Apple's customer support."
Comments
If one would be so bold as to imply that something within the Mac/Apple realm was faulty, needed redesign and suggested procedures/methods for improvement, it was a sure way to get that posting removed.
Also, most--if not all--of the solutions simply involved reinstalling the entire OS, even if that problem happened to be, oh, the wrong font was showing up or some other trivial matter.
Reminds me of the time a dealer suggested I replace my engine since my back seat was creaking.
If they are going to kill threads regarding problems with their products, then it's not really much of a support forum.
So, w/the removal of Apple's Support team on their forums..does that mean the support forums are going to disappear as well?
If so, that positions AI and/or MR for some heavy traffic.
The best part is that people were there to ask and answer computer related questions. There was no AppleOutsider (PoliticalOutsider) BS that spewed in to the other sub-forums.
I disagree with macinthe408. The solutions provided there are usually right on and address the specific issue you are experiencing. You can get most questions answered just by using the search function. The people there, for the most part, are extremely friendly and willing to help.
Questions are also answered a lot faster and more reliably when compared to other Apple forums.
Many topics are locked or deleted because they stop being useful. Is a thread that has 50 people saying their MacBook stains really useful? No one is offering help and threadjacking occurs. Then people start complaining. The Discussions are meant to help people get questions answered, not house threads with people complaining. You can't get help in a thread where 50 people are complaining.
applerocks
This sucks, Apple.
The Apple forums have every problem I've ever experienced. I thought that was one of the best things about Apple's Support system. and it's free no matter how old and out of warranty your stuff is.
I place no blame on the moderators for removing posts that criticized the design of the computer. It's a support forum not a feedback forum!
and so no, Johnny Krz, things haven't changed, in my experience. If this is true it's really bad news at least for me...
Originally posted by JeffDM
I really don't see a benefit for any large corporation to run an open forum because of the time it takes to deal with random crank posters and the tensions that rise over any disagreement.
If they are going to kill threads regarding problems with their products, then it's not really much of a support forum.
A lot of companies do have boards like these. They aren't always official, but are supported by the company Even Sprint has one.
Originally posted by user23
In the last several months, I've been an habitué of the Apple Forums. IMHO, the "disappearing thread" phenomenon occurs because, at some point, the "flame" posts become a little out of control. Yet, I've never really seen any threads get that out of hand...With prudent moderating..any -good- thread can be brought back to life.
So, w/the removal of Apple's Support team on their forums..does that mean the support forums are going to disappear as well?
If so, that positions AI and/or MR for some heavy traffic.
It would seem so.
Unless they are going to revise the boards completely.
I don't see the boards continuing without at least some company participation.
Don't Get rid of the forums! Bring back the hosts! Reverse the decision!!
This majorly sucks if true...
For those of us who believe that the Apple Discussion Forums were a good resource, please :
Forward your comment to Keep Apple Discussions moderated and supported to Apple corporation.
I do not think that they read Apple Insider comments, so we should act directly on this one. I plan on doing so today.
Originally posted by Bruce Young
I have had many good tips and knowledgeable answers from the discussion forums. As well, I have posted answers to less experienced users to help them correct issues & challenges.
For those of us who believe that the Apple Discussion Forums were a good resource, please :
Forward your comment to Keep Apple Discussions moderated and supported to Apple corporation.
I do not think that they read Apple Insider comments, so we should act directly on this one. I plan on doing so today.
Definitely will. Anyone got a good email address...?
Originally posted by melgross
It would seem so.
Unless they are going to revise the boards completely.
I don't see the boards continuing without at least some company participation.
Ditching their forums is just lame. Can't be accurate.
I'm with you in that it makes more sense to just revise them.
and, for those who believe threads are often locked/deleted to "cover Apple's ass" about defective products...Well, after giving it more thought, it seems to me that duplicate, pointless threads are often binned.
this thread has been going strong for some time.
Originally posted by meelash
Definitely will. Anyone got a good email address...?
[email protected]
Apple just needs to pull the discussion forums from their site and get it over with. This will put a stop to everything.
Since MacFixIt started its "Pro" bullshit, Apple Discussions has been the best place to go. The problem with the moderators is that a thread will start about a legitimate technical problem, some good discussion will begin, things will start to get personal or nasty, and POOF, all gone!
I generally go there for specific problems, not to whine at Apple (I do that at MacCentral).