I don't see stories anymore from this working. Back when it was under Jobs, there were more concessions from his team operating the account. And maybe in the early Cook years. Apple has trimmed a lot of fat.

I did read about part of the product development org having a standup about trending social media cases, and prioritizing followup on items that were under public scrutiny.

Mine happened earlier this year, FWIW.

Believe me, I have no desire to defend Apple. Their behavior absolutely sucks. I just want a good resolution for the author of this blog post.

I have a friend who did this last year after he had a poor support experience with AppleCare for his Apple Watch and he got a call from Executive support early the next morning