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Apple Developing Support iOS App to Streamline Repair and Troubleshooting Process

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Apr 12, 2001
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Apple appears to be working on an iOS app that will provide customers with easy access to Apple support staff, troubleshooting tips, and repair options for their iPhones, iPads, and other Apple devices. A series of screenshots of the app were provided by Sonny Dickson to uSwitch Tech, revealing key details about the app and what it's capable of.

There are direct options for chatting with an advisor, scheduling an in-store visit (which lists the next available appointment at a local Apple Store), and sending a device in for service, along with a list of support documents and guides to solve common problems like using iTunes to do a restore, maximizing battery life, or upgrading to the latest version of iOS.

supportappapple-800x706.jpg

According to an "insider," the app is tied to an Apple ID and will automatically list all of the devices that each person owns, giving them direct access to pre-defined troubleshooting problems, much like Apple's support site does now. From there, it walks users through all of the available support options. It's said to be "highly interactive and well integrated."

Having a centralized spot to access support documents and repair options will be hugely useful for many users who may not know the extent of Apple's online support offerings. The app will also further streamline the repair and support process, taking some of the pressure off of in-store Genius employees who work on repairs and potentially cutting down on the number of people coming in to the store for small issues.

It is not clear if the app is a standalone support app that will be added to iOS devices in the future or if this is functionality that will be incorporated into the existing Apple Store app. At this time, the Apple Store app has limited functionality when it comes to support, only allowing users to schedule appointments with Geniuses at their local Apple Stores.

Article Link: Apple Developing Support iOS App to Streamline Repair and Troubleshooting Process
 
Article Link
https://www.macrumors.com/2015/11/20/apple-working-on-ios-support-app/
rorschach said:
Good idea, but the people who would actually need this are probably people who will have no idea this app exists (unless it's preinstalled -- and let's hope it's not).
Click to expand...

Huh? The app is a good idea according to you. But you say that it will be most useful to people who won't know it exist unless it's preinstalled, but you don't want that to happen. This makes NO sense.

I have plenty of apps I rarely use and some apple apps I don't use. Here's how I handle it. I move all of those apps to the last page of my apps screens. Pretty much out of the way and yet there if I should need them in the future. Very clever of me, don't you think. Wouldn't that be a better way to handle this than to exclude an app that you agree would be useful only because you don't want to see an icon that might ever be useful to you someday?

Richardgm said:
No more un-removable system apps please!
Click to expand...
Why. What is so terrible about having them there. Are they really that offensive to you? See above for my suggestion.
 
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Sweet, this should be good. Just please don't make it a permanent app that can't be removed (at least if it's hidden somewhere, it would be nice).
 
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Richardgm said:
No more un-removable system apps please!
Click to expand...
Please get rid of Game Center Apple or at least make it an option to disable things we do not want.

ethanwa79 said:
The fact that Apple needs to make an app like this with us being on version 9 of iOS is not a good sign. I feel like the quality of Apple's software has taken a nosedive ever since iOS 7 was released.
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You are feeling it wrong!

Compared to what iOS 9 can do now vs. iOS 7 it's not even a contest.
People tend to forget that every OS goes through permanent fixes.
Who knows all the configurations of people's phones and Macs.
As bugs crop up they will be crushed (Although only significant ones)

We can already insert for iOS 12:

Compared to iOS 9 Apple is losing it.



SlipperySlop said:
Huh? The app is a good idea according to you. But you say that it will be most useful to people who won't know it exist unless it's preinstalled, but you don't want that to happen. This makes NO sense.

I have plenty of apps I rarely use and some apple apps I don't use. Here's how I handle it. I move all of those apps to the last page of my apps screens. Pretty much out of the way and yet there if I should need them in the future. Very clever of me, don't you think. Wouldn't that be a better way to handle this than to exclude an app that you agree would be useful only because you don't want to see an icon that might ever be useful to you someday?


Why. What is so terrible about having them there. Are they really that offensive to you? See above for my suggestion.
Click to expand...

You can even do one better and put whatever you do not use into a folder, but whatever activates by default is annoying.

And yes, if there is an action like Game Center popping up and I cannot control it it is offensive.
Google and you will see that GC alone shows that many people hate it.
 
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ethanwa79 said:
The fact that Apple needs to make an app like this with us being on version 9 of iOS is not a good sign. I feel like the quality of Apple's software has taken a nosedive ever since iOS 7 was released.
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Actually the converse is more logical. All complex systems have issues. Fact of life so deal with it. Other companies do not provide Apple's level of support so their offerings are deficient.
 
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Richardgm said:
No more un-removable system apps please!
Click to expand...
Those system apps have dependencies that would break other software if they were removable. It's a terrible idea to allow core apps to be deleted. I agree the ones without dependencies should be removable (Podcasts), but most are essentially data hubs for third party apps. I think the best solution is an option to hide apps from view.
 
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The one of the only positive things about this app (at least for me) is the ability to purchase AppleCare+ from your device easily without having to call Apple or go into an Apple Store to verify functionality. I have forgotten to purchase AppleCare+ on a few of my phones, especially when pre-ordering online or on launch day just because I wanted to get through the purchase process more quickly.
 
ConnYoungy said:
Just please God don't make it another default app.
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Since they did it with the Apple Watch app despite the majority of iPhone owners not having one, they'll probably do it with this.

Good thing nested folders are still possible in iOS 9. I already have an "Extra Extras" folder inside Extras, at least until the next restart.
 
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naeS1Sean said:
This is great! I've thought for a long time that it would be cool if they did this. I would also love it see a bug reporter app...maybe built into this? I love the colors of the app, too.
Click to expand...

Bug reporter would be nice, and a feature request too. :) As a product manager myself, I would love to share little quirky things that are annoying or odd. One great example in the current iOS is getting back to your Siri results after you clicked on one. It's far from intuitive and hard to do sometimes. You'd think you could just swipe back to your last screen.

Anyway... seems like this would be a good thing and help Apple give better direction to their customers before they come in.
 
Popeye206 said:
Bug reporter would be nice, and a feature request too. :) As a product manager myself, I would love to share little quirky things that are annoying or odd. One great example in the current iOS is getting back to your Siri results after you clicked on one. It's far from intuitive and hard to do sometimes. You'd think you could just swipe back to your last screen.

Anyway... seems like this would be a good thing and help Apple give better direction to their customers before they come in.
Click to expand...
On your iOS device open Safari and type rdar:// It will take you to the bug reporter.
 
rorschach said:
Good idea, but the people who would actually need this are probably people who will have no idea this app exists (unless it's pre-installed -- and let's hope it's not).
Click to expand...

and why wouldn't it ? if people have no idea if the app exists, then wouldn't they know it better IF its pre-installed in future iOS updates..

Givin the fact Apple limits online chat to certain areas anyway "as is" on website, i wonder how useful this app would actually be in such a situation. or weather you'll just get "Sorry. chat is not available."

So, you end up with a 'clash of the clans'. On one side, u have those who don't want as as default, while on the other side u have the rest who will never know the existence if its not a default..

Try and work this puzzle out..
 
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