AppleCare

Apple Stores now replacing damaged iPhone 5c screens

Cody Lee ∙ Updated April 16, 2018

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...

Apple agrees to change Australian warranty policies after run-in with watchdog

Cody Lee ∙ December 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...

Apple updates Genius Bar reservation page with new self-help option

Cody Lee ∙ Updated April 14, 2018

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...

Apple support site now allows customers to initiate screen-sharing

Cody Lee ∙ November 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...

Apple starts training support staff on OS X Mavericks ahead of impending release

Christian Zibreg ∙ October 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...

Apple launches $59 AppleCare+ extended coverage for iPod touch and iPod classic

Christian Zibreg ∙ September 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...

AppleCare+ launches in UK, France, Italy as Apple quietly jacks up incident fee to $79

Christian Zibreg ∙ September 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...

Details on ‘imminent’ AppleCare+ launch in Europe

Christian Zibreg ∙ August 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...

Apple canceling support staff vacations ahead of iOS 7 launch

Christian Zibreg ∙ August 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...

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...