By Cody Lee on Jul 7, 2014
At the end of June, San Francisco held its 44th annual Pride parade where people from all around the world marched to show their support of the LGBT community. Several tech companies, including Apple, participated in the event.
CEO Tim Cook, Environment Director Lisa Jackson and thousands of other employees were in attendance, and Apple tonight posted a video of the parade. Dubbed ‘Pride,’ the clip celebrates the iPad-maker’s commitment to equality… Read More
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 Jun 13, 2014
Apple Friday announced a replacement program for certain USB iPhone power adapters sold in Europe and elsewhere that “may overheat and pose a safety risk”. The affected adapters that carry a model number of A1300 have been recalled and will be replaced with a new variant, the A1400 model.
According to the firm’s official statement, the five-watt Apple European USB power adapter that “in rare cases” may overheat came with the iPhone 3Gs, iPhone 4 and iPhone 4s units.
These iPhones shipped from October 2009 to September 2012 to a total of 45 countries, mostly European. The broken adapter was sold as a standalone accessory, too… Read More
By Christian Zibreg on May 19, 2014
The United States wireless carrier Sprint, the nation’s third-largest, on Monday introduced a new equipment protection plan that offers additional protection for your tablet and smartphone devices for an additional two bucks per month. The Sprint Total Equipment Protection Plus (TEP Plus) plan costs thirteen bucks per month, per device.
It offers everything included in Sprint’s existing $11 per month Total Equipment Protection – theft insurance, accidental damage and next-day loss, to name a few - and then some more: data security, personalized tech support and automatic media backups.
Jump past the fold for the full reveal… Read More
By Christian Zibreg on May 16, 2014
Perhaps the key headline feature of the newly-released OS X Mavericks 10.9.3 is proper support for external 4K monitors. Previously, Mavericks would render text, icons and other user interface elements as-is, so everything appeared tiny due to the densely packed pixels on 4K monitors.
OS X 10.9.3 uses pixel-doubling to enable a true Retina experience where the size of the user interface does not change, it’s just a lot sharper because OS X has a lot more pixels per square inch to work with.
Apple has now refreshed its support document with detailed information regarding compatible 4K monitors, display modes, video interfaces and Macs… Read More
By Christian Zibreg on Apr 28, 2014
Apple last week put forth a new replacement program dealing with the malfunctioning sleep/wake button on some iPhone 5 devices.
Apple has confirmed that “a small percentage” of iPhone 5 models manufactured through March 2013 exhibit an issue where the button may stop working or work intermittently and the firm has moved quickly to allow for free sleep/wake button replacements on the affected handsets.
It’s now come to light that Apple’s brick-and-mortar stores will also treat owners of the affected iPhone 5 handsets to an extra $80 when they trade in their device, although employees were instructed not to advertise this benefit actively… Read More
By Christian Zibreg on Feb 25, 2014
Apple’s iBeacons, an indoor positioning system that can detect nearby devices to optionally push promotional marketing messages, has been picking up considerable steam lately. For instance, such brands as Major League Baseball and Apple itself have implemented the system, as did various retailers, theme parks, grocery stores and even car accessory makers.
According to BEEKn.net, Apple has now released detailed specification for the iBeacon platform. Released through Apple’s ‘Made for iPhone’ (MFi) initiative, the documents are apparently separate from Apple’s main Bluetooth MFi specification.. Read More
By Christian Zibreg on Feb 3, 2014
Apple has offered up an interesting remedy to a persisting bug plaguing the OS X 10.9 Mavericks Mail application which manifests itself by preventing the app from receiving any new messages until it is quit and reopened. Apple’s workaround solution is a primitive one, albeit effective.
As Mail needs to reestablish a connection to the troublesome mail server (which typically means Gmail), Apple advises quitting and reopening Mail.
As a result, this forces Mail to re-establish a connection. An alternative solution entails a manual process that reinitializes an affected mailbox without having to restart the program… Read More
By Cody Lee on Dec 12, 2013
In recent months, Apple has been making various moves to make its users more aware of its self-help options. Last month, it updated its Genius Bar reservation page with a link to its online support portal to give customers the option to ‘save a trip to the store.’
And today, Apple has updated its online support portal to make it more user-friendly with a new, simpler design. The UI now looks more in line with iOS 7, with large, sharp images on a white background, and makes the page much easier for customers to navigate… 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 16, 2013
As Apple continues to refine the appearance of its numerous support web pages, several iDB readers let us in on a newly published website section.
Titled iPhone Basics, it was conceived to provide novice and power users alike with useful tips on getting the most out of their iPhone and iOS 7.
All of the articles available are iOS 7-specific, iOS-friendly and optimized for touch-based navigation. Regardless of whether you consider yourself a rookie or are Mr. Know-It-All, you’re advised to give iPhone Basics a visit and test your knowledge of iOS 7… 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 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