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AppleCare and leap years don't mix
There's dog years and Internet years, but this is the first time we've heard of a special definition of 'a year' when it comes to warranty coverage. TUAW reader Tom Moore bought his AppleCare agreement on May 3rd, 2006, and recently called Apple to activate the coverage on an older iPod. Like all iPod AppleCare coverage, it's a two year agreement (3 year coverage applies to computers and servers), and the telephone rep told him it runs through May 2008 -- at least it runs through the 1st of May, instead of the 3rd. Why not cover until the 3rd? It's because AppleCare defines a year as exactly 365 days -- whether it's a regular year or a leap year. Seems kind of stingy on Apple's part, but that's the way the coverage crumbles. Update: Tom has asked that we mention he found the experience with AppleCare and the 'lost day' to be amusing rather than upsetting. So noted for the record! Thanks Tom!
To buy AppleCare or not?
Most people are split on the decision to buy an extended warranty on their electronic devices. Some think it's the best "accessory" that you can buy for your gear, while others think it's a total waste of money. Speaking from my personal experience with AppleCare support -- it has been a worthwhile investment.While I have never experienced a major problem with any of my Macs, iPod, or iPhone, AppleCare has definitely been there to solve those minor glitches. Case in point: this weekend my Mighty Mouse's scroll wheel stopped working (this is the 3rd Mighty Mouse in less than one year). I simply called Apple's support and told them what was going on. "My Mighty Mouse stopped scrolling," I said. The Apple representative gave me some simple troubleshooting tips to make sure that my computer wasn't doing anything strange. I was asked to check the scroll speed and then they asked me to reset the PRAM (I don't really understand that one, but OK). After that, the representative said that my mouse was, in fact, defective (no duh), took my address and said they would have a new one out to me in "5 to 7 business days." That was on Saturday. On Monday I got a knock on the door from a DHL delivery guy with a box in his hand -- you guessed it, Apple overnighted me a wireless Mighty Mouse! The cost to overnight the package: $70. This is just one example of AppleCare's good service.
iPhone returns from service with 'official iPhone tool'
Call us crazy, but it certainly appears that Apple's unofficially official iPhone tool has ripped off MacGyver's lifeline. According to an iPhone user that sent his handset in for warranty service, it arrived back with this here piece of equipment, complete with Apple's famed display label and plastic bag. Heck, if having a malfunctioning iPhone is the only way to snag one of these bad boys, we're definitely crossing our fingers for an excuse to send ours in.[Thanks, Matthew V.]
New York not down with Apple's iPhone repair costs
If you felt a bit snubbed after reading up on just how much loot you'd be paying out if and / or when your dear iPhone does break, you're not alone by a long shot. Reportedly, New York's Consumer Protection Board "issued a letter to Apple's CEO Monday asking for the iPhone to be a little more consumer-friendly," noting that the $79 charged to replace the battery, $29 "loaner fee" for using a temporary handset, and the ten-percent restocking fee were all asking too much. Moreover, the CPB suggested that "consumers should be able to replace the battery themselves," which admittedly seems to be a (somewhat) common belief. Granted, not all of these requests are exactly rational, but more importantly, we highly doubt his Steveness is gonna go change up price schemes to appease a few disgruntled board members, amiright?
AppleCare for iPhone now available
We're aware that not everybody feels the need to jump on the AppleCare bandwagon, but if you worry that the one year warranty isn't going to cut it for you, for $69 bucks, you can have two -- unless you live in Alabama, Connecticut, Nevada, and Wyoming, of course. We knew most of the details on this guy at launch time, but were pleasantly surprised to see that this'll cover your Apple Bluetooth headset as well as the handset. So if you've been itching to get at this added bit of security, take a deep breath, then hit the read link to wander over to the Apple Store.[Via TUAW]
AppleCare for iPhone available for $69
A while back we mentioned the release of details on AppleCare for the iPhone, and now the extended warranty package from Apple has finally arrived. AppleCare for iPhone extends "hardware repair coverage" an additional year (making two years total). It also covers the iPhone Bluetooth headset if you have one. Although no mention is made of it on the AppleCare for iPhone page, the terms we reported before (loaner for $29, etc.) presumably still apply.AppleCare for iPhone is available now for $69 from the Apple Store.
Flickr Find: Apple shop at Best Buy
We've heard about them, and now Ian sends us his Flickr tour of the "Apple shop" inside a Best Buy. It's a weird combination-- Apple's elegance with Best Buy's garish discount electronics warehouse look-- but from what we've heard, it works.Would you buy an Apple from Best Buy? Ian says the nearest Apple store is 15 miles away, so for actually buying and purchasing a Mac, I'd rather go to the Genius Bar. But of course this store isn't meant for me (even though I do buy games and electronics at Best Buy)-- it's meant for Windows folks coming in to get a new PC, and reconsidering for the purchase of an iMac.The problem with that is that Apple doesn't compete on price, and Best Buy does (ironically enough, Ian points out that Best Buy's plans are actually more expensive than AppleCare). Apple competes on the pleasure of the UI and usability-- that's why Apple stores work so well, because the whole transaction is designed around using the item. Still, making their computers accessible and open like this even at Best Buy (as much as possible, anyway-- the place looks a little cramped) is a start at reaching the unwashed Windows masses and enticing them into a better world.
AppleCare for iPhone details unearthed
Don't worry, you're not the only paranoid one out there who has yet to grace his / her iPhone screen without squeaky clean fingertips, and thankfully for those who have been losing sleep over how they'd protect their recent purchase, Apple has the answer. As with most other Apple hardware, an AppleCare Protection Plan will indeed be made available for the iPhone, and "will extend the hardware repair coverage to up to two years from the original purchase date." Per usual, the plan must be procured sometime within the first year of ownership, but unique to this one is the "service phone" available for those who've sent their mobile in for repair. This theoretical loaner will run users $29 while their device is being mended, and Apple spells out all the details surrounding data transfers in a handy FAQ. Strangely enough, no definitive price has been announced just yet, but the plan will be available for purchase sometime this month.[Via TUAW]
AppleCare for iPhone details confirmed
Rumors were floating around earlier this week about AppleCare for iPhone. Now, reader Kender points out the official information from Apple: AppleCare for iPhone will be available "...in July" Your hardware coverage will be extended for up to 2 years Customers will be provided with a loaner iPhone if theirs is out for repairs (after a $29US "rental fee") They also list the specifics of the rental unit (you can transfer your data to it and an 8GB phone will get you an 8GB loaner) and exactly what type of things will void your warranty. The only thing missing is the cost of the program, though $60US has been suggested.Thanks, Kender!
iPhone battery warranty, replacement information
Apple released information on the iPhone battery's warranty today, as well as the cost of a replacement. Out of the box, your iPhone's battery is covered for 1 year. Apple intends to release Apple Care for iPhone sometime this summer (allegedly). Customers of Apple Care for iPhone will be entitled to a new battery IF the one they're using drops to below 50% of capacity before their Apple Care runs out.Otherwise, a new one will cost you $79US. One other note: Apple states that they get rid of dead batteries in "...an environmentally-friendly manner." So don't get all excited, Greenpeace.
A is for AppleCare
Laptop Magazine has run their Tech Support Showdown once again, testing the quality of tech support from various notebook computer vendors. And once again, Apple take the top spot with A's across the board. Gateway (surprisingly?) joins Apple as the only other vendor with an overall A. Apple maintained its A grade from the previous Showdown (while Lenovo, the only other A in the last survey, dropped off).Apparently Apple phone techs went above and beyond, even answering questions beyond Apple's 90-day phone support limit. Strangely, Apple was alone in having an automated wait time annoucement on their phone system.In any case, A is for AppleCare yet again this year.[via Engadget]
New AppleCare packaging - get that same comprehensive care in a sleek new box
TUAW Reader Jett alerted us to another update we overlooked yesterday. Along with the launch of the new MacBook Pro came new AppleCare packaging and a slick, new AppleCare product page.I haven't seen the new box up close yet but it looks like it's styled and sized in line with Apple's recent shrunken iLife, iWork, .Mac and Tiger retail boxes. I'm not sure Al "An Inconvenient Truth" Gore had anything to do with this act of "green", but I applaud Apple's attempt to cut the fat from their packaging and stop wasting all that paper, plastic and cardboard just to house a disc or two and some Apple logo decals. Let's hope this is a trend that Apple and other companies that ship software will continue with.Thanks, Jett!
Apple customer to walk for his cause
Since it's a lazy summer Sunday without a lot of ground-breaking news, this story about a Dublin man's "walk of shame" may give you a chuckle. Frustrated iMac owner Karl Hayden plans to show Apple up by demonstrating that it will take him less time to walk to the nearest Apple repair center -- about 156 miles away in Cork -- than for Apple to pick up the computer for a promised replacement. After some failed repair attempts through AppleCare, Apple apparently promised on August 14 to replace the computer. Four days later, Apple hadn't shown up to retrieve the broken iMac before shipping out the new one. Four days doesn't sound like much of a delay to me, but I guess Mr. Hayden's fuse had been burning for a while. He plans to leave Monday morning and carry his iMac with him. Want to take bets on whether he makes it to Cork before the pickup?
Apple starting to swap out those dirty MacBooks?
As with many things when it comes to AppleCare support, your mileage may vary, but AppleInsider apparently started to receive word that the Macbook discoloration issue is starting to result in some few-or-no-questions-asked returns, Apple simply offering up whole laptop replacements just like that. Now, we're not guaranteeing results or anything should you march that blemished MacBook into an Apple Store and foist it upon the first Genius you see, but it's a start, right? Anyone else having good luck getting their laptop taken care of?
TUAW Poll: Does your MacBook exhibit discoloration?
Does your MacBook exhibit discoloration? Yes No With many owners of Apple's MacBook reporting strange discoloration of their machine on areas that come into frequent contact with the skin (wrist rests, trackpad, button and areas near the iSight being the main concern), we've created this poll to get a better idea of how many MacBooks are affected. When I first saw this issue I believed that the people reporting these problems were simply neglecting to wash their hands; that's until my own white MacBook started displaying symptoms. If you believe that your MacBook has this problem, vote on this poll, submit your details to Stainedbook.info and make sure to contact Applecare to notify Apple of the problem.Disclaimer: Please, only vote on this poll if you own a white MacBook. We're trying to get a handle on the percentage of white machines affected by this problem. Black MacBooks do not seem to exhibit this problem.
WA fines Apple $100k
How did Apple Legal miss this? Under a 1999 law, any company who sells service contracts (think AppleCare) in the state of Washington must register with the Office of the Insurance Commissioner. Apparently, Apple somehow neglected to do this between 2000 and 2004, incurring a fine of $100,000. First France, then Norway and Sweden, and now Washington?According to sources, this is not the first time Apple has neglected to follow the rules. It is widely known in the valley that Apple never tuned in its homework when it was in school, as it was too busy flirting with NeXT.[via MacNN]
3 year warranty with Higher Ed. purchases, or not?
A few weeks ago, Apple stuck a message up on their Higher Education store (EU only) stating that due to a new national agreement for Higher Education individual purchases, any Macs purchased from the store would receive three years of parts and labor coverage at no extra cost. When I later purchased a MacBook from the HE store, I was so excited to be picking up a new Mac as to not notice that the sign had disappeared. I was reassured later on by several people in the support forums who showed me this extract from the HE Store's Terms and Conditions (no, not this one! Yes, there are two T&Cs *sigh*):"10.1.1 All Apple-branded desktop and portable computer products shall be subject to a 36 calendar month warranty period commencing from the date of delivery."When I received my MacBook, I checked the included booklet regarding my warranty: the above clause is nowhere to be seen. Instead the booklet talks exclusively about my one year limited warranty with no mention of Higher Education or extended warranties. Likewise, when I use Apple's tool to check how much AppleCare you have remaining, it returns a result of 356 days. Apple has confused me even further by allowing people who have purchased new Macs from the HE Store to purchase 3 year telephone coverage for around £50. When I bought my MacBook, there wasn't even an option to purchase AppleCare in the build to order section!I'm not the only one to feel confused. People over at the Apple support forums (1, 2, 3) and the MacRumors.com forums are equally mixed up. So, what's the deal Apple?
Working in AppleCare
Ever wonder what the AppleCare rep you're talking to really thinks about you and your problem? Well, after reading this you might not want to know. Adam Knight has recently left his job in AppleCare for greener pastures and he has written a lengthy post about what it was like. It seem that there was little room for advancement (though I think this isn't a slight of Apple's, rather a common Tech support dilemma).Adam still likes Apple, he just doesn't want to work for them anymore.
Mac mini "bundles" at Costco
ifoAppleStore is pointing out a pretty good deal discovered at Costco. A Mac mini, wireless keyboard and mouse and Apple Care plan are all bundled together in one big, plastic package for $699US. Compare that to $847US for a similarly equipped, low-end mini (we don't know the stats of the mini in the package. Has anyone seen one of these?). We suggest you get in your car right now and drive to Costco!
Litany of MacBook Pro woes
Daniel Jalkut has been writing about the noise issues with his MacBook Pro for awhile now, and he has had enough. The small problems he is having with his MacBook Pro (ordered very soon after they were announced) have become too much for him, and he hopes to convince Apple to send him a replacement unit.He lists 10 things that are wrong with his MacBook Pro, anyone else seeing similar things with MacBook Pros purchased more recently?
