Apple Preparing to Upgrade AppleCare with 24/7 Chat Support, Revamped Website

[50548]

Not sure that I consider support via chat to be an upgrade.

This was actually tested by Apple Brazil a while ago and seemingly got very good reviews - that's why the solution is being expanded now.

I personally prefer online chat instead of phone, since you can explain things better in writing, keep a record of the exchange and also overcome possible language barriers (especially if the technician's accent is strong).

 

[simonmet]

Never used it with Apple, but I actually prefer chat with Dell. As long as it's a human (i.e., that the 24/7 part isn't a Siri-esque robot), I don't see the problem.

Except when your computer is broken!

But I like the idea of 24/7 chat. It's the most annoying thing that I have to call during office hours even though they have call centres all over the place. Can't wait!

 

[palmharbor]

I bought Apple Care for my mac mini

I cannot think of a worse thing to do than to add CHAT...I want to have a dialog with someone....chat is for teenagers.

 

[bkushner]

http://www.youtube.com/watch?v=P9shsbnjiu4

 

[Chupa Chupa]

I cannot think of a worse thing to do than to add CHAT...I want to have a dialog with someone....chat is for teenagers.

Says the supposedly mature person who feels it necessary to grab attention by posting in red text and caps.

Teenage conversations are for teenagers, regardless of the medium. The medium doesn't control the quality of the content of the message. Adults can have discussions on chat just as they do in email or other written correspondence.

 

[kazmac]

not sure how I feel about this...

Most of the folks on Apple Chat have been clueless about specs and/or other questions I've had. If they have the actual technical people I've spoken to on the AC phone helplines, then I'd feel a bit better about that.

As far as the repair to the phones rather than replace as long as you 1) don't get a refurb and more importantly b) the phone is really and truly fixed fine.

I just do not want to see the iPhone repair instead of replace expand to the machines if something is not addressed in three repairs.

 

[techwhiz]

Per User Support

I'd love Applecare to go to a per user subscription service.

I have a a couple of iPads, 2 MacBook Air machines, a Mac Mini and a Mac Pro.
I've already spent a grand on Applecare. I'd pay $150/year to keep all my devices under a maint. plan.

 

[saturnotaku]

I'd rather see the addition of accidental damage coverage for laptops and/or on-site repair services.

 

[noiseordinance]

I'm just curious... is chat support ever a good thing? I've tried it with various companies (Comcast and Amazon are the first that come to mind) regarding simple topics like billing, and I've always had to call later anyways after wasting time. I can't imagine dealing with a technical issue in that format. Perhaps my anecdotes reflect some bad luck?

 

[luisito]

Not sure that I consider support via chat to be an upgrade.

Indeed. Chat Support would take more than 3 times of the time it would take the same question/problem on Phone Support.

However, while it is not an upgrade to AppleCare, I think that is is a very nice add-on, this will be useful for people that can't make the call, lets say, you are bored at work or in the middle of a U.S. History Lecture, where you can't pick up the phone, might as well Chat with Apple about the problem.

I will give it a try once it becomes available. I got some iTunes questions.

 

[rdlink]

Hoping the chat is an enhancement to their current stellar support, and not a take away. Chat can be easier and more efficient sometimes, but there are times when I just want to talk to a person to explain my issue, and Apple has always been very good at offering that.

Recent personal example:

I have a 2010 27" iMac with AppleCare. I have been experiencing unusual and inconsistent responsiveness on it for a while. Re-imaging, doing various low level resets, hard drive health verifications, etc. did no good. So I sat down one day a couple of weeks ago and ran AHT on it. Armed with an error code I scheduled a time for Apple to call me the next day. At the appointment time I promptly received a call.

I spent a few minutes explaining the situation to the tech, and he handed me off to a second level technician. After discussing the issue for about 10-15 minutes, and providing some logs to her (a very easy process that Apple makes hassle free and efficient) she suggested a change out of my hard drive fan and logic board. They dispatched a tech out to replace the parts. Parts arrived within 48 hours, and he came out. After replacing the parts and firing the machine up it was evident that the slowness wasn't gone.

Tech said, "I'll dispatch out a new hard drive and, by the way I see some splotches on your display, so I am going to order a new LCD, also."

Parts arrived next day. Tech came back out and replaced them. Machine runs like new. So, with one phone call and about a half hour on the phone, I basically got the entire inside of my nearly 3 year old machine refurbished (processor was part of the logic board replacement). There was no hassle or frustration on my part, and the complete process was almost pleasant.

This is typical for my experience with Apple customer and technical support, and it contrasts greatly with my experience with vendors such as Dell and HP.

 

[macchiato2009]

apple internal tech support for employees is already provided by indian call center

i guess for consumers, it would be the same

 

[Chupa Chupa]

I'm just curious... is chat support ever a good thing? I've tried it with various companies (Comcast and Amazon are the first that come to mind) regarding simple topics like billing, and I've always had to call later anyways after wasting time. I can't imagine dealing with a technical issue in that format. Perhaps my anecdotes reflect some bad luck?

Like anything it depends on whos on the other side fielding the call. Garbage in, garbage out.

I've called Apple many times and each time have found I know more than them but they have their protocol so you have to go through the steps even though you've already done them -- rebooted, zapped PRAM, reset PM/SMC, deleted prefs, etc.

The thing with chat is that the user can give the tech permission to access the computer and the tech can run the diagnostics from the call center's side. That speeds things up a lot and you don't have to pull out your hair while you do all the steps you already did yourself just to get Apple to admit their is a h/w issue.

 

[iLilana]

because..

When your computer is not working, the internet chat is so easy.

 

[MacOG728893]

Anyone else find it odd that the Mac desktops do not have an image depicting a desktop computer? I just think it's weird.

 

[InfoTime]

I'm just curious... is chat support ever a good thing? I've tried it with various companies (Comcast and Amazon are the first that come to mind) regarding simple topics like billing, and I've always had to call later anyways after wasting time. I can't imagine dealing with a technical issue in that format. Perhaps my anecdotes reflect some bad luck?

I'd find it more acceptable if it didn't feel like the agent had 10 other conversations going simultaneous to mine. Most of the time there's a long pause between the exchange - imagine having a phone conversation, you make a statement then wait through 2 minutes of silence. Something that would take 10 minutes one on one over the phone will take 40 minutes via chat.

 

[9secondadidas]

heh

 

[Parasprite]

I'd find it more acceptable if it didn't feel like the agent had 10 other conversations going simultaneous to mine. Most of the time there's a long pause between the exchange - imagine having a phone conversation, you make a statement then wait through 2 minutes of silence. Something that would take 10 minutes one on one over the phone will take 40 minutes via chat.

Although with a 30 minute wait time on phone I think we break even really...

I jest, I jest.

----------

Image

I think that's the first time I've laughed at that joke.

 

[dragonjinse]

I never experience with Genius bar, but the employees in Apple store have clueless about their products!
I was there last month asking if I can see the hi-res glossy classic macbook pro in the store. the employee was so rude to me! He told me that there was no such thing about the hi-res glossy cMBP. There were only cMBP or rMBP..
So I showed him the Apple store online. There was a option about cmbp hi-res antiglare and glossy. Then he said, "we didn't carry in the store." <- That's the only thing I want to know! And he walked away! DUH!

 

[dragje]

It's easier to go to a genius than call up support if you don't have Apple Care + most repairs can be done in-store and ready w/i a day if the part is in stock.

You got a point there.

----------

I never experience with Genius bar, but the employees in Apple store have clueless about their products!
I was there last month asking if I can see the hi-res glossy classic macbook pro in the store. the employee was so rude to me! He told me that there was no such thing about the hi-res glossy cMBP. There were only cMBP or rMBP..
So I showed him the Apple store online. There was a option about cmbp hi-res antiglare and glossy. Then he said, "we didn't carry in the store." <- That's the only thing I want to know! And he walked away! DUH!

Yups, don't start debating with these guys

 

[3282868]

As long as tech support stays in North America and Ireland, I'll be ok. Really don't need another mishap using tech support centers based in India. No disrespect, they speak english well, the issue is general policy requiring them to repeat back everything said to ensure proper communication and most are sourced out and aren't familiar enough with the particular company that hires them.

Apple support has always been stellar for me. Around 2010 I replaced two '04 23" CCFL LCD's w/ 24" LED LCD's. Quality was awful, panels and power supplies were replaced ~2-3 times each, one was exchanged. In May, one of them crapped out. AppleCare was due to expire in October, worried I'd be stuck with hefty costs, I phoned Apple tech support. With out asking, they approved two new 27" LED LCD replacements, refunded my AppleCare and issued free AppleCare on each. Figures a week later one of them craps out and needed replacing, which they did.

 

[dragje]

image

rotfl :d

 

[AppleNewton]

Remote support in addition to that would be a nice next step.
there are definitely easy ways to get that going from a logistical/infrastructure side of things..apple definitely has the capabilities.

would be interested to see Apple offer in-home/onsite services too "mobileGenius" lol.

 

[3282868]

I don't. Almost all "geniusses" are students with an average knowledge about hardware. Been twice to the Genius Bar and twice those "genius" people didn't had a clue where to look for.

It's unfortunate and true. Before 2007 and the "iPhone", Apple mostly sold/repaired iMac's and PowerBook's (and Mac Pro's). Full-time genius applicants required at least an associates degree or work experience and 2 weeks of training in Cupertino. Floor "specialists" were very knowledgable in systems and hardware, acting as "first responders" in assisting customers in tech support, lessing the stress on Genius support while assisting customers in buying the right system based on better experience and knowledge.

Retail can't keep up with current demand. Every year Apple increased the required number of employees per store while lowering hiring standards. Retail specialists became under-qualified, younger part-time employees by keeping work week hours below 40 with lower hourly rates. Full-time skilled Geniuses who earned ~$50k (depending on location) were given less hours, resulting in many slowly becoming part-time employees (and many quitting), paving the way for managers to hire more less qualified retail specialists.

 

[dragje]

It's unfortunate and true. Before 2007 and the "iPhone", Apple focused on iMac's and PowerBook's (and Mac Pro's). Geniuses were required to spend 2 weeks training in Cupertino and have at least an associates degree or x number of years. Even floor "specialists" were knowledgable enough in systems and hardware, they became the "first responders" when a customer came in with questions or technical issues. It was better as repeat clients would return requesting for a particular specialist for help, and many knew enough about systems to guide buyers towards the right Mac.

Now, Apple retail can't keep up with the demand. Lines of iPhone and MacBook users crowd the store even thought Apple hires more each year. However, they lowered required standards along with hourly rates and made certain many did not pass the 40 hour work week to maintain part-time employees. Full-time Genius salaries were lowered and many switched to part-time hourly work. There was a time when Geniuses could make ~$50k a year in some locations with good benefits. That changed quickly after 2007 and Apple became a consumer driven electronics retailer.

I didn't knew this. Thanks for sharing.

I don't blame those folks at genius bar by the way. Most often they are young and with positive spirit to actually help you out.. But I do say "stop" when they start there average business sales talk when I'm just passing by and jump into an Apple store for buying a simple cable or two.