You buy an iPhone for $1,000. Something wrong. There is no solution in Apple’s troubleshooting manual.
For nearly three decades, there was another place to look.
Other Apple customers.
This option is about to disappear.
Apple (AAPL) is permanently closing its Support Community on November 20, ending a 28-year-old resource where iPhone, Mac and iPad owners could exchange tips, troubleshoot problems and share solutions.
No one can provide questions or answers at this time, but existing conversations can still be read.
Apple official announcement confirms the shutdown and directs customers to its main support website.
It’s a strange time.
With its all-new iPhone lineup, a new CEO and a record-breaking services division, Apple is gearing up for the Christmas shopping season.
However, this is getting rid of a resource that users have contributed to for free.
This could mean losing access to advice that isn’t always accessible through official channels for anyone who has searched online for a remedy to a persistent iPhone problem.
This poses an additional question for shareholders.
Why would a company that makes billions from devoted customers take away something that made them happy?
Apple’s 28-year-old resource disappears
Since the company launched the Apple Tech Exchange in 1998, Apple has maintained community forums.
This was before the first iPhone, Apple Watch and App Store.
Customers have used the forums over the years to troubleshoot issues ranging from hardware malfunctions to software bugs.
These are the people who answered the questions that set them apart from Apple.
A knowledgeable Mac user can explain a solution that wasn’t in Apple’s instructions. When a user encounters an unknown error, they may find that dozens of other people have also experienced it.
Sometimes it was helpful to know that you weren’t the only one struggling.
Macmondewhich announced the shutdown on Wednesday, highlighted discussions of alleged screen issues with Apple’s new iPhone Duo.
There is no evidence of a widespread reporting lapse. However, they demonstrate why consumers might appreciate discussions that are not written or managed by the company.
Technical support is not abandoned by Apple.
Consumers can still use the Apple Support app, visit Apple Stores, schedule repairs and connect with experts.
Apple support site explains the options available.
What happens to the years of accumulating wisdom is the unresolved problem.
Apple has not clarified whether historical chats will remain accessible after November 20.
This ambiguity concerns consumers who rely on outdated troubleshooting forums.
Apple users only have a few days before a major change takes effectMario Tama/Getty Images
Apple’s $31.6 billion business makes the move unusual
Apple is struggling to make money from its customers.
The tech giant reported revenue of $114.5 billion for its fiscal fourth quarter, up 12% from a year earlier.
iPhone sales increased nearly 17% to $57.6 billion.
However, one other person stands out.
Apple’s Services division increased its quarterly revenue from $28.8 billion to a record $31.6 billion.
More apple:
Apple November 2 Earnings Report confirmed these results.
It’s a really lucrative business.
Apple’s financial statements show a gross margin of 76% for services and 37% for hardware.
The difference is important because Apple continues to generate revenue long after you purchase an iPhone.
Apple Music, Apple TV, iCloud storage and other services can be paid for by customers.
Opportunities to generate recurring revenue are created by the company’s massive installed base.
However, this business is made viable by customer satisfaction.
A user satisfied with an iPhone might be more likely to purchase another Apple product.
A person who is having trouble getting help may have a different perspective.
Apple did not indicate that the shutdown was aimed at increasing AppleCare subscriptions or using artificial intelligence to play the role of community conversations.
However, society may have more influence over the advice clients receive if more people are referred to formal help.
It is debatable whether this improves the experience.
Apple’s new CEO faces an unexpected loyalty test
The change occurs early in John Ternus’ time as Apple CEO.
Ternus took over from Tim Cook on September 1 after leading hardware engineering.
The change was confirmed by the statement from Apple management.
Apple did not connect the forum shutdown directly to Ternus.
The company said MacRumors that it made this decision after evaluating its strategy and the needs of its customers.
Beyond that, he provided very little explanation.
It may be beneficial to rely more on public assistance. Apple is able to direct users to approved repair choices and provide consistent troubleshooting advice.
However, there is a big trade-off to be made.
The experiences of thousands of customers facing various issues are not always adequately captured in a company-prepared support article.
These conversations won’t necessarily disappear from the Internet. They can simply move to independent communities like Reddit and MacRumors.
As a result, Apple would have less control over the discussions.
According to investors, closing a support forum alone is unlikely to have a significant impact on Apple’s profitability.
The connection that allows consumers to use Apple goods and services is more vulnerable.
Mac and iPhone owners have a useful action to take right now.
While the chat is still available, anyone relying on a helpful message from the Apple Support community should register the instructions before November 20.
Official Apple support options will continue to be accessible.
However, after 28 years, consumers lose something that these services may not be able to replace: the ability to use Apple’s website to ask other Apple users for help.
Related: Apple’s New $299 Device Comes with a Warning for Buyers
This story was originally published by The street on November 14, 2026, where he first appeared in the Invest section. Add TheStreet as Favorite source by clicking here.
