Problems with my email. When I had updated to the latest version of High Sierra, my email settings including the server were blanked out.
I contacted AppleCare, explained the problem and the agent kept me on hold after that for 11 minutes. She said she had to seek consultation and told me we had to delate my mailboxes and reload them. I asked her about the mail folders. She put me on hold for another 6 minutes. She came back and said that 'maybe' the folders will remain.
I said that I needed to know what would happen to my folders and she said she would put me on hold for a supervisor. After about 7 minutes, the call got disconnected.
I called back and asked to speak with Supv. The agent wanted me to go over all that happened first. He then gave me a case # for my records. That was helpful. He said he too was unsure about what would happen to the folders and put me on hold to find out. Another 5-6 minutes, he came back and said "maybe". How does anyone not know?? He then transferred me to a supervisor (4 minutes on hold) whose expertise was the iPhone and felt terrible that I had been put on hold only to speak to someone who could not help me. He said he would transfer me to a supervisor whose expertise was the Mac. I waited on hold for over 10 minutes. The call was again disconnected.
I called back and gave the case # to the agent who took the call and asked to speak with someone whose area of knowledge was the Mac and resolving email problems. He transferred me to Cody. Cody is a supervisor who couldn't believe the hassle I had endured just to fix what he called a simple email problem. There was no need to delete my email accounts from Mail and reinstall them. He fixed the problem in a few minutes. He said any agent should have done this as it was easily fixable.
He then said he wanted to offer me an "appeasement" for the hassles I had gone through and invited me to pick out any one item I wanted for under $170 from the Apple Store. I never asked for anything; he offered! He said that my experience was so unprofessional that he wanted to find a way to make it better. Really nice guy. He recommended the AirPods but I had no interest in them. So I picked the headphones. He then said that he needed to get the approval to ship them at no cost to me and he did the following day.
I received them 2 days after that. That was unexpected and a very nice thing to do.