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Apple launches revamped AppleCare Support website with live 24/7 chat option
If you head on over to the AppleCare website, you'll notice that Apple has completely revamped the way it provides support. On the main AppleCare support page, users are presented with a easy-to-view grid of Apple's entire product line. Upon selecting a product, users can then drill down even deeper to peg the exact type of product they're having problems with. For instance, if a user selects "Mac," they can then indicate if they're having a problem with a desktop, a notebook, with OS X, with a Mac accessory or with Apple's wireless products. Upon this selection, the AppleCare website presents users with a grid of common issues associated with the product in question. Once an issue is selected, the website will suggest an Apple support document that, in an ideal situation, addresses the problem. Barring that, users are given the ability to schedule a call with Apple support or schedule a Genius appointment at a nearby Apple retail location. Overall, the new layout is extremely intuitive, and more importantly, an extremely helpful resource. What's really significant here is that if the website doesn't offer up a workable solution, users now have the option to initiate a live chat session with an Apple support representative. Even better, the live chat option is available 24/7. Bear in mind, though, that the live chat feature is only available for products that are still subject to AppleCare. For this reason, users, at some point in the process, are required to enter in the serial number of the affected product. That being the case, users with products that aren't currently covered by AppleCare can choose to either purchase a one-time support incident for $19.99 or request an exemption.
Mac 101: Checking your Mac's warranty status
More Mac 101, tips and tricks for novice Mac users. Every newly purchased Mac comes with a one-year limited warranty and 90 days of complimentary telephone technical support from Apple. Of course, by purchasing AppleCare with your new Mac, you can extend this warranty and telephone technical support to three years, but it will cost you extra. How do you find out if your Mac is still in its first year of warranty or covered by AppleCare for an additional two years? Simple! Go to Apple's Service and Support Coverage page and enter your Mac's serial number. You'll get a break down of your warranty based on the date your Mac was purchased. Where do you find your Mac's serial number? You'll find it in About This Mac (here's how). Or for an even easier way -- because remembering and grabbing your Mac's serial number can be a bother -- download WozWas's Mac Warranty Status Script, which grabs your Mac's serial number and enters it into Apple's Service and Support Coverage page for you. All with one simple click. Knowing whether your Mac is in warranty can be really helpful, should something go wrong. It's also particularly useful to know the status of a Mac's warranty if you're planning on buying second-hand. Remember, warranty and AppleCare coverage stays with a Mac until it expires. There are different views on whether AppleCare is worth the cost, but regardless, a general rule of thumb is that if you can afford it, you should get it. Though Macs are great, if / when something goes wrong, it can be expensive to repair. AppleCare provides you with peace of mind and first-rate support from Apple.
Apple facing European investigation into how it sells AppleCare
Ever hemmed and hawed over buying AppleCare with your shiny new gadget? European chiefs are worried that you don't know all of your rights. They're concerned that Cupertino's warranty-selling practices hide the fact that all customers are entitled to a statutory two-year warranty to fix defects present at sale. The company has already had to open its checkbook to Italian regulators, but pointed out that the protection plan is there to remedy issues that may crop up after you've taken your new toy from its perfectly-engineered box. Nevertheless, commissioner Viviane Reding is pushing for a Europe-wide inquiry into the company, contacting all 27 member states to look into the matter. In the meantime, we're left working out how many times we're likely to drop our new device in the next three years.
Apple to appeal ruling in Italian court
Earlier this week, Apple was fined for poor communication of its warranty policies in an Italian court. Today, Apple has stated that it will appeal that ruling, according to The Register. Apple was fined 900,000 Euros (approximately US$1.2 million) for failing to inform customers that they may receive free service biennially (via the Consumer Code) and for selling Apple Protection Plans that overlapped availability of that free service. Apple denies up-selling the typically year-long Apple Protection Plan, and will appeal the associated fines, according to The Register. Apple was also ordered to alter AppleCare packaging so that it mentions the free Customer Code service.
Italian anti-trust body fines Apple for misleading customers on product guarantees
Apple Italia has been fined a total of 900,000 euros for failing to inform its customers that products purchased were already covered by two years of free assistance under national law. It appears that Apple employees encouraged the extra purchase of its own AppleCare plans. With the European court's continued investigation of possible e-book price-fixing and ongoing legal jousting with Samsung unlikely to end any time soon, it looks like Apple will be busy in the courts next year too. [Thanks Giulio]
Apple reportedly swapping recalled iPod nanos for 6G counterparts; you have yours?
It's been a few weeks since Apple's issued a worldwide recall on a number of its first-gen iPod nanos at risk for becoming uncomfortably hot under the collar. Evidently, many folks who've sent their devices into AppleCare to get swapped are finding that they've being treated with an upgrade to the current sixth-gen variant. Lovers of click wheels may view its square, touchscreen shell as folly, but hey, its hard to fuss over owning latest there is, right? The replacement program is still ongoing, so if you haven't checked to see if your nano qualifies, hit up the "more coverage" link below to find out. Already got yours back? Let us know your mileage in comments! [Thanks, Scott]
Sprint to offer three levels of iPhone service, 'yellow' AppleCare+ repairs will cost $49
Thinking about buying an iPhone 4S from Sprint? Depending on how clumsy you tend to be with mobile devices, you might want to consider adding the $99 AppleCare+ option at purchase, since those Total Equipment Protection plans are definitely out. A Sprint employee wrote in to detail us on upcoming service procedures, which include grouping a damaged device within three categories -- green, yellow and red -- after diagnosis. As you might imagine, green repairs are the easiest to deal with, and include 'minor damage' (i.e. cracked screens are out). These repairs will be handled for free within the first year for all customers, and within two years for those who purchased AppleCare+. Next up, the yellow category covers damage that doesn't fall within green, but is still repairable. Non subscribers will pay $199, while those with AppleCare+ will pay $49. Klutzes beware: you're limited to two yellow repairs, regardless of whether or not the device is in warranty. Finally, the red category is reserved for iPhones that provide little function beyond holding down a stack of papers or propping open your door. You'll need to pay the full replacement cost for red-labeled phones. None of these repairs will be handled in store -- iPhones will be shipped to Apple, though you're welcome to start the process at Sprint. Our recommendation: reach out to Apple directly, since your iPhone is probably headed there either way. And if you want AppleCare, don't forget to buy it at launch. Updated: Sprint wrote in to let us know that device swaps (not repairs) can in fact be handled in store, so you won't always need to go to Apple. [Thanks, Anonymous]
Sprint says no to iPhone insurance, AppleCare+ breathes sigh of relief
The Now Network is apparently voting thumbs-down to the idea of having its Total Equipment Protection plans available to its new crown jewel. According to a leaked slide courtesy of SprintFeed, your shiny Sprint-branded iPhone 4S (or 4) won't be offered with a healthy portion of peace of mind; rather, you'll need to purchase the AppleCare+ Protection Plan or go through a third party to have any protection from accidental damage. This may change down the road, as the slide says it won't be offered "at launch," but only time will tell. Unfortunate, yes, but we suppose there's always a bright side -- at least there's now a Sprint iPhone to not have insurance for, right?
AppleCare+ debuts for $99, offers to cover accidental damage in addition to the standard fare
Once upon a time, the AppleCare Protection Plan was a service provided by Cupertino to extend out the life of your iPhone warranty for an extra year and enable Apple reps to help with additional customer service concerns. It still offers all of that, but now a Plus has been added to the title. The new plan was revealed as the cloak over the Apple Store lifted after today's keynote, with the boxes shipping out the same day as the iPhone 4S. What's so "plus" about it, you might ask? It's plus $30, for one, getting a price bump from $70 to $100. The good news, though, is that it also now offers two instances of protection from accidental damage... for a $49 fee each time. It's a fair deal less than shelling out full retail price for a fresh one, of course, but there doesn't appear to be any other new features beyond what we're already used to getting. Oh, except for "one more thing": whereas its predecessor could be obtained and activated anytime within the first twelve months of your purchase, it appears that AppleCare+ has to be bought at the same time as the valuable treasure it's protecting. We're still sifting through the fine print, so we'll holler if we come across any other changes. This raises the question: does the accidental damage handling justify the higher cost? [Thanks to everyone who sent this in]
Apple Stores will replace broken iPhone displays
Apple's service options for iPhones have improved since 2007. Back then, long-term repairs meant traveling to an Apple Store and paying the $29US fee for a loaner. Later that month, Apple released the Apple Care Protection Plan for iPhone. Among other things, this plan extends technical support to two years from the date of iPhone purchase, and extends hardware coverage to two years from the same time period.This week, Apple announced that a specific repair, screen replacement, can be performed at Apple Store Genius Bars while the customer waits. The service is free if your phone is under warranty, otherwise it will cost you $199. Yikes. Of course, "Under Warranty" refers to the date purchased as well as other factors like liquid damage* or jailbreaking.Here's hoping you won't need this service (hold on tight or buy a case), and if you do, you aren't 200 miles from the nearest Apple Store like yours truly.Speaking of repairs, we've seen iPhones and iPod touches survive some serious knocks, like a run-in with a pickup truck.*Note that Apple will let iPhone owners swap their liquid-damaged iPhones for replacements, provided that it succumbed to an out-of-warranty encounter with liquid.This post was about screen repair specifically.
MacBook Air hinge defect not covered by Apple's warranty?
digg_url = 'http://digg.com/apple/MacBook_Air_hinge_defect_not_covered_by_Apple_s_warranty'; Our rocky history with the MacBook Air Rev. A has been well documented, and while Apple would very much like us to forget all about it and plop down another $1,800 for the much-improved Rev. B, not everybody has that sort of birthday money to throw around. Reports of cracked hinges on the laptop are nothing new, but we always assumed Apple would eventually 'fess up to the problem and comp those repairs. Sadly, that doesn't seem to be the case, and we just got another report of a hapless MacBook Air owner who has a broken hinge that Apple says will cost $800 to repair, despite the fact the laptop is under warranty. Our own MacBook Air Rev. A had the exact same problem -- the hinge becomes loose over time, then suddenly catches and cracks from normal use, it's not from undue stress -- and Apple did the repair for free, but only after we escalated the issue to a manager, who let us know how very nice of them that was. From reading various reports, that seems the exception to Apple's repair policy, which lists this sort of damage as "accidental," and we're wondering how widespread this issue may be. If you or a loved one has been affected, hit up the poll below and pour out your heart in comments. If you're unscathed or MBA-free, feel free to show very little compassion to your fellow man. Wiggle hinge and broken hinge video is after the break. [Thanks, Alex, and sorry for your loss! Photo courtesy of LanDung2008] %Poll-26759% Read - Apple Discussions forum thread Read - MacRumors forum thread Read - Crashzone's link roundup
Original iPhone warranties about to expire
Do you hear that ticking noise? It's your iPhone's warranty preparing to go "boom." If you purchased your iPhone on the original US release date -- June 29, 2007 -- your warranty will expire in three days (as of this writing) on June 29th, 2008. Tick, tick.Of course, you can extend coverage by purchasing AppleCare for the iPhone at $69.95US (or toss in an additional $129 for iPhone 3G). Otherwise, get yourself to an Apple Store Genius Bar ASAP! If the iPhone is anything like most cars I've owned, everything will go wrong the very day after the warranty expires. I'm just saying.
