There are two orgs in Apple that are soul-crushing - AppleCare and IS&T. AppleCare is a depressing meat grinder of dealing with unhappy customers with broken things. IS&T uses parasitic funding (other orgs. are "customers"), and is internally broken into competing fiefdoms and systems that are a horror to interact with. Kind of sounds like this guy was in IS&T working with AppleCare. I was in IS&T for a year, and was happy it was only a year.
Other orgs. in the company are generally a lot nicer to work in, though it varies where you wind up.
Other orgs. in the company are generally a lot nicer to work in, though it varies where you wind up.