This was absolutely the worst interview experience I've ever had, and I've been on several interviews in my life. Typically, if I can get an interview, the rest is easy.
I am 50 years old, college educated and have 30 years of Windows-based tech support experience and 25 years of customer service experience. My experience with Apple products? Very minimal, as stated on my resume and application. I can typically figure out Apple issues quickly if I can physically troubleshoot the item or research the product or process and come up with a fix.
The first recruiter was blown away by my demeanor and dedication to customer service. Within minutes, he told me he was moving me on to the second interview and told me to not worry so much about the technical side since that will be taught in training. Because of my background, I almost laughed at this. He stressed the customer service/empathy side.
The second interview (via web cam) a week later started with asking about my views about customer service. Things were going well -- until the role-playing part. Instead of asking universal tech support questions so I could demonstrate my troubleshooting skills, the recruiter decided to present me with issues specifically related to Apple products and processes. One was troubleshooting for the "Time Capsule." I never even heard of the product until this interview.
I did the excellent customer service part and then had to stop and admit to the recruiter I don't have any familiarity with the product in order to ask pertinent questions (beyond "Is it on? Is it plugged in?). He was visibly annoyed (he actually rolled his eyes). I quickly Googled "Time Capsule" and started to scan the page and the interviewer impatiently cleared his throat. Taken aback, I attempted to explain I was taking a quick look at the product specs and he talked (or rather barked) over me scolding me for not knowing how to ask probing questions. ???? There's no way for a person to ask specific probing troubleshooting questions about a product they've never heard of. Apparently not satisfied with his first round of "I'm an Apple expert and you're not," he gave me another scenario -- again something Apple-specific. And no surprise, he was equally disappointed by my lack of thorough knowledge.
After that, the interviewer was done with me and began to close the interview. When I tried to assure him of my work history and ability to learn new products quickly, I got another eyeroll and the classic "We'll let you know either way" response. It was like being in grade school, showing up for a spelling test and then finding out 5 minutes into class that it's a geometry test -- and you've never actually had a geometry class.
If the job description had read "intermediate to advanced knowledge of specific Apple products," I would have never applied. Being that so many others indicated they had "easy/relaxed" interviews with simple or no role-playing, I can only assume that the recruiter made his decision about me as soon as he saw a 50-year-old man on the web cam. I hate to play that card, but it's the only thing that would even make sense of this entire bizarre experience.