Probably my suspicious nature, but any chance this is a planted viral ?
In my opinion, this story doesn't seem to make Apple's support appear particularly good or bad.
The basic formula is still the same: every viral video has to be either funny or urgent. It's just that executing is harder because there is more noise. So while it's getting harder to predict which videos will go viral, you can still do a pretty good job of predicting which videos have the potential to do so.