It is not just Apple, everyone has moved its support functions (phone sales, phone support, technical support) to remote locations (India, Philippines, …) where people, computers, telecoms are cheaper.
We do get what we pay for.
The Apple supervisor had to then use the same chat system to “talk” to a technical rep, located who knows where, that I was originally supposed to use to begin with. The fix took an hour and twenty minutes of me talking by cell phone to a stranger who was communicating by text to a third party that he couldn’t speak to either. This was the point when it hit me that we’d moved from Kafka to Orwell.