My support chat was not human, appeared to be AI, and failed me
I followed the "get support" path of Official Apple Support > scroll down to "Get Support" with the illustration of an Apple Advisor > clicked START NOW > "Tell Us What's Happening" : "problem with Lumafusion app" > took me to https://getsupport.apple.com/solutions with the header: APP DOESN'T WORK AS EXPECTED with the logo of App Store underneath.
I then scrolled down to CONTACT and selected CHAT option.
Then reached screen "CHAT WITH APPLE SUPPORT" and filled in form with:
First Name
Last Name
Item title: Lumafusion
Order Number (Optional): M*******16
then filled out "Briefly provide other details" with info: I bought the app Lumafusion but I just noticed in App Store it said it was designed for IOS. But I do not have IOS, I only have a Mac M1 iMac. Unsure if it works"
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Then a CHAT window opened, and I see:
- You are chatting with Nathan. Your case number is 10***********0.
- Thanks for contacting Apple Support. How can I help you?
I replied: "can you respond to what I already wrote plrease?" --
and then it went downhill from there. Later this guy "Nathan", whom I asked "are you human or AI?" replied "I am human"
then i entered my problem again and towards the end the agent says "However please note that for further Mac related issues I'd have to get you over to the department."
" Would you like an advisor from the Mac Department guide you on how to get through with them?"
I replied "Yes, please transfer me to a Mac advisor"
Nathan replied "Thanks for waiting Richard. I got through with an advisor here for you. Please hold while I transfer you over."
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- Screen note appears: "Please hold while your chat is being transferred".
(new agent) "Thanks for contacting Apple Support. How can I help you?"
but this "new" agent is also identified as "Nathan".
I was unclear so I replied: "Hello, is the same agent "NATHAN" or a different "Nathan" agent?"
The reply I got was:
"I can confirm to you that LumaFusion is compatible with Mac that has macOS 14.0 or later and a Mac with Apple M1 chip or later."
I then asked another question but there was no reply at all. The following suddenly displayed at the bottom of the chat: "We haven't heard from you in a while. To keep your chat
session active, please respond to your Apple Advisor and let us know
you are still there."
I did, but then no reply but this: "Since we haven’t heard from you in a while, we are going
to end your chat session soon. If you still need help, please chat us
back."
then it ended. Can anyone help me to understand if these two "Nathan"s were AI vs real humans? I found the whole thing very odd and wasted 45 mins of my time. Thank you.
[Edited by Moderator]
iMac 24″, macOS 14.6