By Joe Rossignol on Jul 1, 2014
As we outlined in a report earlier this month, Apple has gone ahead and doubled the AppleCare+ purchase window for new iPhones and iPads. Customers are now eligible to purchase AppleCare+ for their new iPhone and iPad up to 60 days after purchasing the device, whereas it was previously 30 days. AppleCare+ extends Apple’s 90-day complimentary support to two years and includes accidental damage coverage.
AppleCare+ costs $99 for both the iPhone and iPad plans, purchasable through the Apple Store both in-store and online. Apple has updated its website to reflect the new 60-day policy that is now in effect in all regions outside of Japan, where the 30-day window remains. These changes do not apply to Macs, iPods or any other Apple products outside of the iPhone and iPad… Read More
By Cody Lee on Jun 20, 2014
Following a report yesterday regarding incoming improvements to the AppleCare program and its customer support tools, Apple has rolled out an update to its Support Communities website that includes a fresh new design.
The new look is cleaner and more streamlined than its predecessor, which makes for easier navigation, and it extends throughout the portal. It even reaches the forums, where users congregate to resolve various problems… Read More
By Joe Rossignol on Jun 19, 2014
According to the well-connected blogger Mark Gurman, citing Apple employees that wish to remain anonymous, Apple Vice President of AppleCare and technical support Tara Bunch held a Town Hall meeting this week for AppleCare employees. At the meeting, several upcoming improvements to AppleCare+ and other support platforms were outlined.
Bunch hinted that AppleCare+ may be expanded to additional countries, although it is a challenging process because of the insurance and government-related legal processes that vary between countries worldwide. Bunch also told employees that Apple is testing a pilot program to expand the eligibility window for purchasing AppleCare+ to 60 days. Several other changes are incoming… Read More
By Christian Zibreg on Mar 4, 2014
For quite some time now, Apple has been at odds with EU watchdogs who’ve been complaining a lot about the iPhone maker’s unacceptable stance and practices when it comes to educating EU buyers on their consumer rights.
At the heart of the issue: Apple’s unwillingness to explain to its users in an unambiguous manner that EU consumer laws entitle them to at least two years of coverage on consumer electronics.
As Apple’s standard warranty provides twelve months of coverage, the company was caught cunningly beating around the bush by attempting to upsell buyers to its pricey AppleCare+ extended protection plan, which it introduced last September in the United Kingdom, Italy, France and elsewhere in Europe.
Apple was even fined over this in Italy and now comes word that a Belgium judge has contemplated blocking access to all Apple websites in the country because the company has continued to mislead consumers about warranty protections available for products purchased from its brick-and-mortar and online stores… Read More
By Cody Lee on Jan 21, 2014
As promised in a report earlier this month, Apple has begun repairing iPhone 5c screens in-store this week. 5c owners with cracked or otherwise damaged displays can now take their handsets into their local Apple stores and have them repaired quickly for a flat fee.
Apple has been doing this since last year for the iPhone 5, but just recently updated the hardware and training necessary to work with the newer models. The move is the company’s latest effort to cut down on device repair and—perhaps most of all—replacement costs… Read More
By Cody Lee on Dec 18, 2013
Apple has come under fire again for its overseas warranty practices this week. The company is being forced to change its return and repair policies to fit under Australian consumer law after it was found to be lying to consumers about their entitled coverage.
Under ACL, warranties are expected to be kept in effect “for the amount of time that it is reasonable to expect, given the cost and quality of an item.” So essentially, there’s no set expiration date to them. But apparently, Apple has been telling folks differently… Read More
By Cody Lee on Nov 24, 2013
Apple products, for the most part, have a reputation of ‘just working.’ The company controls the entire experience, from hardware to software, and takes other measures to ensure that there is little room for consumer error.
But as with all electronics, sometimes things don’t just work and you need help. And while Apple is known for its in-store Genius service, it’s launched a new initiative encouraging users to stay home and get help online… Read More
By Cody Lee on Nov 12, 2013
Apple has updated its support site this week with a new feature allowing users to initiate screen-sharing with AppleCare representatives when receiving Mac help via phone call. This option was previously reserved for reps only.
But enabling customers to initiate screen-sharing with a support tech will one, give them more control over their overall support experience, and two, help facilitate quicker, more accurate responses from Apple’s support staff… Read More
By Christian Zibreg on Oct 2, 2013
The AppleCare support staff has begun official OS X Mavericks training in anticipation of the looming OS X Mavericks release, a reliable blog has learned. The upcoming Mac desktop operating system release should hit the Mac App Store before November and will bring a host of improvements and new features, including Maps integration across desktop and mobile, better handling of notifications, and several new features for power users. Apple first demoed OS X Mavericks at its summer developer conference in June 2013… Read More
By Christian Zibreg on Sep 11, 2013
Hot on the heels of yesterday’s iPhone 5s/5c introduction, Apple has quietly brought its premium $99 AppleCare+ iPhone coverage to the United Kingdom, France and Italy. The extended coverage plan – previously limited to customers in the United States, Canada and Japan – covers up to two incidents of accidental damage from handling of your device.
Not only is Apple taking the AppleCare+ coverage to more places, but more devices as well. Today, we learn that AppleCare+ is now available for two iPod devices: the iPod touch and the iPod classic… Read More
By Christian Zibreg on Sep 10, 2013
If you’re planning on buying a brand spanking new iPhone 5c or treat yourself to one of the colorful new plastic iPhones, you’d be wise to consider Apple’s $99 AppleCare+ extended warranty coverage.
Because, for all the talk of the iPhone 5c’s seamless hard-coated polycarbonate plastic shell (“you won’t see seams, or part lines, or joins,” Apple boasts; here’s how it’s made), the device is in fact prone to scratches and can be damaged.
The problem is, AppleCare+ is only available in the United States, Canada and Japan. Well, not anymore. Today, the extended warranty coverage is available to customers in the United Kingdom, France and Italy. Learn more just after the break… Read More
By Christian Zibreg on Aug 30, 2013
We already told you that Apple has cancelled support personnel vacations from September 15-28 and is now training AppleCare support employees on iOS 7 and iTunes Radio ahead of the iPhone 5S/5C introduction next month.
Yesterday, word on the street was that Tim Cook & Co. were gearing up to roll out the extended AppleCare+ coverage for iOS devices in key European markets.
First details are now beginning to trickle in.
Allegedly, the AppleCare+ launch is now “imminent” in the United Kingdom, Italy, Spain, Germany, France and Switzerland, at least initially. If true, this will be the first time Apple offered the $99 extended coverage and premium support service to customers outside the United States, Canada and Japan… Read More
By Christian Zibreg on Aug 30, 2013
Just like it did ahead of every iPhone launch since the original iPhone’s release back in the summer of 2007, Apple is now canceling vacations for its AppleCare support personnel ahead of next month’s release of new iPhones. Specifically, Apple is restricting employees from taking time off from September 15 and all the way through September 28.
Of course, Apple during this two-week window is expected to announce and start selling the iPhone 5S/5C and release iOS 7 for public consumption. Just earlier today, we reported the firm is now asking its registered developers to update their applications with app icons optimized for the new iOS 7 sizes… Read More
By Christian Zibreg on Aug 29, 2013
Apple today has reportedly begun educating its support army on the intricacies of iOS 7 and iTunes Radio and is training AppleCare employees to efficiently handle customer queries and help them transition to its revamped operating system, a reliable blogger has learned Thursday.
With iOS 7 now looming on the horizon and the software’s official launch and public availability pegged for September 10, the AppleCare staff training is said to focus mostly on the visual changes in iOS 7, with specific emphasis on a few cherry-picked features. The company is also asking AppleCare employees to basically tell puzzled customers iOS 7 still works the same even though it looks significantly different than its predecessor… Read More
By Christian Zibreg on Aug 29, 2013
AppleCare+, Apple’s extended warranty coverage for iPhones and iPads, could soon launch across Europe, if there’s merit to a report published yesterday by the French blog iGen. AppleCare+ is currently available only to customers in the United States, Canada and Japan, and can be activated in-store or online within 30 days of a device purchase.
The $99 extended coverage gives you a piece of mind by providing repair or replacement coverage, both parts and labor, from Apple-authorized technicians for AirPort wireless appliances as well as your iPhone and iPad, its battery and the included USB cable and power adapter… Read More
By Christian Zibreg on Aug 26, 2013
Earlier this month a reliable blogger asserted Apple would be making changes to its support website. The new experience was to be focused on a simpler and cleaner design that’s iOS-friendly so customers could access the many support materials and browse the various sections comfortably from their iPhone, iPod touch or iPad. Sure enough, and right on cue, Apple this morning has started rolling out a redesigned Apple Support website with non-stop live chat support.
The redesign calls for large thumbnails providing easy access to the product hubs, such as Macs, iTunes, iPods, iPhones, iPads and more, with each section containing a wealth of related support materials, like downloads, manuals, frequently asked questions and lots more… Read More
By Christian Zibreg on Aug 7, 2013
According to the well-informed blogger Mark Gurman, the iPhone maker is about to unveil a revamped support interface on the web that should play nicely with iOS devices, allowing customers to access materials and browse the support sections comfortably from their iPhone, iPod touch or iPad.
The current interface is not optimized for iOS devices so constant pinch-zooming is required. In addition, the company is rumored to be introducing round the clock chat support as early as next Monday.
In giving customers ability to chat with a live agent at any time of day or night, using an iOS-friendly web interface, Apple is hoping to further improve upon its praised customer service… Read More
By Christian Zibreg on Jun 12, 2013
The latest in Apple warranty shenanigans in Europe: caving in to pressure from a number of the European Union member states, the company has now updated its warranty policy in Belgium, giving all buyers two-year warranty as standard.
Remember, Apple’s insistence on upselling European customers to its paid AppleCare extended coverage has failed to impress authorities in Europe, where two-year warranty is required by law.
In Italy, for example, Apple was fined $264,000 in Italy over offering only a single year of warranty as standard… Read More
By Cody Lee on Jun 6, 2013
Last month, it was reported that Apple held a town hall meeting to discuss upcoming changes to its AppleCare service. One of the bigger changes noted was that it was going to be doing more in-store repairs on iPhones.
That change went into effect this week, as we reported on Monday that Apple is starting to repair iPhone 5 screens in store for $149. And in case you were wondering how they do it, here’s a photo of the crazy machine… Read More
By Christian Zibreg on Jun 3, 2013
A recent MarketWatch article has blamed high iPhone 5 repair costs on Apple’s tight control of the supply chain, which in turn dictates aftermarket prices.
Perhaps responding to the criticism, the company has reportedly started selling a replacement screen component for the iPhone 5 for $149.
Tipsters claim that the replacement display is offered in-store only, with or without AppleCare+.
Although $149 is notably higher than the corresponding iPhone 4S screen assembly which costs about $95, Apple’s asking price undercuts the repair wizards over at iFixit who offer an iPhone 5 replacement screen for $200.
And in response to Apple’s competitive pricing, some service shops are now starting to tweak their repair rates accordingly… Read More