AppleCare

AppleCare employee training commences ahead of iOS 7 launch

Christian Zibreg ∙ Updated December 29, 2016

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...

Extended AppleCare+ warranty said to launch in Europe soon

Christian Zibreg ∙ Updated December 29, 2016

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...

Apple rolls out revamped AppleCare support website with 24/7 live chat

Christian Zibreg ∙ Updated December 29, 2016

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...

AppleCare to launch iOS-friendly web UI and 24/7 chat support next Monday

Christian Zibreg ∙ August 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...

Apple complies with two-year warranty requirement in France, Germany and Belgium

Christian Zibreg ∙ June 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...

Here’s the crazy machine Apple uses to replace iPhone 5 screens

Cody Lee ∙ June 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...

Apple now offering in-store $149 replacement screens for iPhone 5

Christian Zibreg ∙ Updated January 26, 2016

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...

Apple could actually start repairing faulty iDevices in June

Christian Zibreg ∙ May 24, 2013

A letter Apple allegedly sent to Brazilian Authorized Service Providers signals significant changes to how the company handles iPhone and iPad repairs. Specifically, rather than replace faulty devices with their good-as-new refurbished counterparts, Apple should finally start performing device repairs in-house as early as next month, reports AppleInsider which got hold of Apple's letter to distributors.

We heard earlier in the month that major changes are coming to Apple's AppleCare warranty this fall so the development could signal Apple's intent to test the new policy in Brazil ahead of a broad roll-out later this year...

Major changes reportedly coming to AppleCare this fall

Cody Lee ∙ May 11, 2013

Apple reportedly held a town hall session with its employees this week to discuss some significant changes coming to its AppleCare warranty service. The new policies are expected to start rolling out in the US 'very soon,' and international shortly after.

So what's going to be different? According to the report, one of the biggest changes has to do with how Apple Store employees handle iPhone repairs. Apparently, staff have been told that they will be doing a lot more in-store repairs, and less exchanges...

Sprint to start offering TEP insurance on iPhones this month

Cody Lee ∙ January 17, 2013

After initially saying that it would not be offering its Total Equipment Protection (TEP) insurance to iPhone customers, Sprint appears to have had a change of heart. A new leaked internal memo shows that the carrier is gearing up to roll out the service to new Apple handsets later this month...

Italy slaps Apple with a $264,000 fine in ongoing AppleCare warranty dispute

Christian Zibreg ∙ Updated October 12, 2018

Autorità Garante della Concorrenza e del Mercato (AGCM), Italy’s antitrust authority, punished Apple over failing to comply with local laws concerning AppleCare warranties, a report Friday noted. After the company had faced a temporary closure of Italy operations and even removed its AppleCare products from all sales channels in the country (except for its online store), the country's regulator nevertheless fined the iPhone maker 200,000 euros, or approximately $264,000. This is in addition to the 900,000 euro (approximately $1.2 million) fine from March over failing to tell customers about their rights to free assistance, as mandated by EU laws...

AppleCare reps given pre-release iTunes 11 builds ahead of today’s release

Christian Zibreg ∙ November 29, 2012

According to a new report, Apple Care representatives are installing pre-release builds of iTunes 11 as we speak, most likely part of an effort to give them a couple hour lead time ahead of the official worldwide release later today. As you know, the Wall Street Journal yesterday reported that iTunes 11, after being delayed for a month due to unspecified “engineering issues” requiring parts to be rebuilt, will be ready for public consumption on Thursday, November 29...