I submitted a program to Apple for review for the first time, and it passed without any issues. However, I opened a case on July 17th for unlisted distribution (for company personnel use), and today is the 14th day, and it's still pending. I'm emailing them, and they keep brushing me off with responses like, "We're very busy these days, sorry, we've forwarded it to senior, we've forwarded it to T3." Finally, they replied that they've forwarded it and they can't intervene. Those who responded to the case initially contacted me about unrelated issues, then I emailed again, and they're just stalling with the above responses. We have apps that pass Google Play in 2 days, but when it comes to Apple, it's been 14 days without a response, and it's becoming frustrating. Is there nowhere else to turn? Their last response was, "We've forwarded the issue to T3, there's nothing we can do, they will contact you." I've worked with different companies for different software before, and I've never seen such a poor support approach. Looking at the forum, most people are complaining about this situation. This is the first time I've been so disillusioned with Apple. I don't think they'll even look at this, but the app's Apple ID is: 6791923313
Apple hasn't responded properly to my support email for 14 days and keeps stalling.
I'm not sure why you are contacting Apple, Inc. And I'm not sure what your topic is all about, either. If you contact them to find out why your 'program' or whatever has not been handled for 14 days, that's not a surprise. The average wait time for iOS apps is about two weeks.
If your topic is about not getting a satisfactory reply for support requests, you already know why. You and those AI-driven boomers make so many requests that they cannot handle them all.
This year, I contacted their support 5 times because they send me a software distribution notice by email and subsequently remove the software product. I received a reply only twice. They both said they would have somebody else get back with me. But they never did. Their sabotage continues. And I'm forced to go to App Store Connect every time I get a distribution notice to make sure that the software product is not removed from the store. That's how they handle issues: to ignore issues as if they didn't exist. You either live with it or go somewhere. That's how I take it.
I didn't understand your response. Despite clearly describing the problem, you started by saying "I don't understand what your problem is," and without knowing the person you were speaking to, you accused us (who, in my opinion, aren't the problem) of being elderly or of developing AI-powered applications, or are you criticizing Apple for ignoring support requests? You criticize us for submitting the support request at the beginning of your response, and then Apple for "ignoring problems" at the end. I also don't understand why you say 14 days is normal when Apple emails say they will respond within 24-48 hours. If the issue is not being able to keep up, as the world's most valuable company, you need to manage your processes accordingly; "we can't keep up" isn't an excuse. Furthermore, we would expect an apology for the 14-day delay due to high volume, but not knowing what you were waiting for for 14 days or not receiving any response about the problem is frustrating for me.
Regarding the problem, less than 12 hours after this post, the support team sent an email apologizing and confirming that the request had been approved. What I understand from this is that the issue isn't about "being old" or "developing applications with AI," but perhaps a problem that was overlooked was resolved when it became visible after the post.