Apple to Update AppleCare with Subscription Service and In-Store Repair Options

[AppleMark]

They have a great system in place to YOU. How do you know the current system is not creating problems within the company in terms of available stock?

How do you know it is creating problems?

Providing parts for everything in the computer, iPod and iPhone would help to resolve this, or are you one of those that was counting on getting a replacement machine each time the fan got too noisy?

So much so that Apple will be filing for bankruptcy if they do not make this essential change to service?

 

[Macboy Pro]

I agree that this is not good news for customers in any way, shape, or form.

First and foremost replacement vs repair has always been a big plus when buying an Apple device. I don't care if it's refurbished all the time (which it isn't always, sometimes they're new), getting a replacement device instead makes me feel much more well taken care of when something goes wrong. I know a great many people who would say the same. And yes, since they sell the same devices again as refurbished or are reused as replacements for someone else as refurbs, there's not as much cost lost as you may first think.

Genius Bars are already busy beyond capacity in many many many locations. Adding one more thing for them to do in repairing your device while you wait will definitely not help things in that regard. Hire more help you say? Some stores can't do that. But even if they could you're now adding more cost to the changes.

As far as changes to AppleCare, this is also very very bad. This is another thing that contributes to Apple's premium image. If I buy AppleCare and I sell my device to someone else while still under coverage, it increases my resale value as well as gives the buyer extra confidence that he's not getting a raw deal; if something is actually wrong with the device, he can take it to Apple to get a replacement (see above). This makes buying Apple products a kind of investment--you pay a premium partly because you can sell it in a year or two and make 75%+ of your money back.

Related: Many people take their first step into the Apple world with a used device, being unsure they want to make the full investment. After one or two of these, most eventually begin buying new ones. Taking away the "gateway drug" for these folks can translate into fewer new sales later. Not good either.

Lastly, as a whole, this all does smack of just a penny-pinching move by someone who doesn't understand what has made Apple what they are today. Apple has the money. Even if they could save $1 billion a year, what's that compared to the $40 billion+ they net every year? It brings down their whole image and makes them feel less premium, less white-glove, and less like the infamous Nordstrom they touted comparison to just a few short years ago.

My vote? Don't do it, Apple. You may lose me and many other customers.

As long as i can sell my device and transfer at least the 1 yr warranty and the buyer can buy Applecare, i am ok with it. If it means you have to buy the extended warranty at time of original purchase, like the "one on one", this is clearly a loser for consumers. Apple has been doing a lot of things recently that are less innovative and more money grabbing. Like they need the cash. They seem to be losing their customer focus...

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If this subscription automatically covers all future devices you purchase, it's going to sway future purchasing decisions towards Apple products.

Clever move, if so.

And require you to buy new and at their prices. Loser for consumer.

 

[puma1552]

Subscription service? Yet another monthly bill in today's society to make people go broke?

Who the hell wants to pay a monthly fee for a warranty? I don't know about other people, but I don't tend to buy and flip Apple devices every refresh, so not sure where the benefit would be to someone like me who only occasionally buys things?

Horrible idea. The last thing Apple needs is to give up one of its best things just to make another billion on top of the hundred+ billion they already have that continues to grow.

 

[acslater017]

Apple... Ever heard the phrase "If it ain't broke, don't fix it"? (No pun intended.)

You have a great system in place. Don't change it.

The current system has plenty of room for improvement. Swapping out obviously causes a loss of data - and you KNOW people are terrible at doing backups. Swap outs also cost a lot of money for everyone involved.

If you had a broken screen, wouldn't you rather pay $49 to get it fixed instead of $200 to have to backup everything, swap out phones, and reload your content onto your new unit?

I'm sure there will be unit swaps if the situation requires it. But lower repair costs and less backups/restores? Sounds good to me.

 

[iLog.Genius]

Apple is hoping to save money? When they already make so much money they don't know what to do with it?

I guess they are just preparing for the inevitable future.

You're thinking like a consumer, which is perfectly fine because you want the most value for your money but I guarantee if you were an Apple shareholder, hearing Apple is saving $1B is music to your ears.

I can't believe people are actually arguing that because Apple has billions of dollars in cash and cash equivalents, they should not find ways to save or make more money.

Really? Really? Have you ever been in the back room of mall retail stores? I have. It's unlikely that there will be guys in head-to-toe dust-suppression suits working in vacuum-sealed white rooms handling used & broken Apple equipment with the max of TLC. We'll be lucky if the same guy that takes in the device out front puts on gloves in the back room as he tries to make the repair himself. Hopefully, he won't sneak a cig while he's back there working on your repair.

Back rooms in shopping malls are rooms with old pizza boxes, piles of "I'll get to that mess tomorrow", changes of clothes, cobwebs, exposed AC duct work, exposed construction elements (steel beams, wiring, etc), maybe a mouse or rat or three and so on. Dust, dirt, grease, etc can all be back there because those tend to be the areas where the public can never go. In the haste of doing more business and getting to the next impatient customer, the back rooms accumulate temporary (to permanent) piles of every kind of thing. I've seen it all in Mall store back rooms.

But, if you want to believe there will be special repair labs installed in mall back rooms, you believe it. It is a more pleasant dream to imagine with this rumor than what will probably be the reality. Maybe the rats can help with the repairs?

While I agree that back rooms in malls aren't generally the cleanest and neatest places, have you seen the back of an Apple Store (I assume you're referring to back rooms in general since you didn't make it clear in your post)? The two I have been in are nothing like back rooms of stores in the mall. Everything is organized and they had a bench for repairs done in stores. You think when a product is shipped out for repairs, it's going to a vacuum-sealed room? It's going to a repair depot in Texas which is likely in an environment similar to the back of an Apple Store, not some super clean room.

 

[Vertigo50]

This is mixed news for me.

I like the idea of a subscription, and maybe splitting that big AppleCare fee into monthly payments instead of having to plunk down a bunch extra after I just bought an already expensive device.

I think the in-store repair idea is terrible, though. The current system is great for customers. The new one not so much.

 

[darster]

This is not good for those of us that do not live close to an Apple Store. I could be without a phone for a week, if I have to send it in and wait for them to repair and send back. It will only work if Apple also subcontracts with local repair shops.

 

[Codyak]

I'm definitely going to wait and see what they officially say before proclaiming the end is nigh.

 

[dukebound85]

You're thinking like a consumer, which is perfectly fine because you want the most value for your money but I guarantee if you were an Apple shareholder, hearing Apple is saving $1B is music to your ears.

I can't believe people are actually arguing that because Apple has billions of dollars in cash and cash equivalents, they should not find ways to save or make more money.



While I agree that back rooms in malls aren't generally the cleanest and neatest places, have you seen the back of an Apple Store (I assume you're referring to back rooms in general since you didn't make it clear in your post)? The two I have been in are nothing like back rooms of stores in the mall. Everything is organized and they had a bench for repairs done in stores. You think when a product is shipped out for repairs, it's going to a vacuum-sealed room? It's going to a repair depot in Texas which is likely in an environment similar to the back of an Apple Store, not some super clean room.

I'd argue that their generous customer service is what has helped them earn those billions in the first place. If apple started getting greedy and penny pinching, you can expect the customers to not be as pleased and well.....move on from apple eventually

 

[wordoflife]

Who the hell wants to pay a monthly fee for a warranty?

I definitely do not..
I like saving up until I have the money to buy the warranty just once and for all, and then I don't have to ever worry about it.

As for the repairs, I think it's not too bad if they can do it in a timely manner. I'm sure they could. With enough training, they could be able to replace the screen in 10 minutes or so.

Only thing is that some issues are not so concrete as repairing a screen, and it would just be easier to have it replaced. And some issues need time to be fixed.

 

[bassfingers]

This makes sense. Why pay for phone support more than once? If I have two computers, I really only need AppleCare on one for phone support. A plan that covers customers instead of products makes sense. Basically who gets helped instead of what gets helped

 

[iLog.Genius]

I'd argue that their generous customer service is what has helped them earn those billions in the first place. If apple started getting greedy and penny pinching, you can expect the customers to not be as pleased and well.....move on from apple eventually

Totally agree. I understand that if Apple is going to repair an iOS device, there's that chance it's going to take longer than one may want and something like a phone is critical in our everyday lives. But more people are complaining of what they could do with AppleCare and not really what it's intended purpose is for. You're going to complain because the resale value of your Mac is going to go down now that AppleCare isn't attached to the computer?

Of course any change is going to rub some people the wrong way but if this enhances their customer service (which is critical aspect of Apple's business model) for the majority, I think they should do it is a risk to make people say "they're done with Apple".

 

[tkmcguire1]

Well then lucky for you, you don't. You drive. You wait maybe 30 minutes. You drive home. There's no going back unless you didn't back up before you went and its something that still requires a whole unit swap and you want your photos etc.

I happen to be in a wheelchair so it's not that easy of a thing to do as just hopping in the car and and driving an hour and 20 min.
Plus I've had things repaired in the apple store before and had the items come back with scratches that weren't there before,finger prints and dust under the screen,etc.
Sorry but when I've paid hundreds of dollars for an item and some genius with dirty hands and an unclean repair environment messes my item up,it doesn't me very happy.

 

[69650]

Apple will be changing its AppleCare service -- which currently attaches to individual devices, requiring customers to buy a new AppleCare plan for each computer and iOS device they purchase -- into a subscription service that will attach to a particular customer instead of a product. Apple's One to One program works in a similar manner.

That would be a welcome change. depending on the price of course. The current system is way to expensive and seriously Apple should have a standard 2 year warranty on all it's products now. You can get a 2 year warranty as standard on cheap PCs costing a fraction of the cost of a Mac. It's really not good enough. Apple are turning into right greedy basterds.

I stopped buying Apple hardware directly from Apple simply because of the additional costs of AppleCare. If you shop around you can find some Apple retailers willing to offer free 2 year warranties which means I don't have to bother with the additional costs of AppleCare.

 

[akac]

In-store repair times would have to be pretty fast. It's not like I can go without my phone for a few days.

It is. I had my phone repaired for a speaker issue a few weeks ago. Took 20 minutes total.

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As usual there is a lot of handwringing, but I can tell you that this is going to work out well. Why?

Beyond my post above where repairing the speaker was quick. But another time my wife's phone had some issues and I needed to get it repaired. They didn't have her 64GB white in stock and I had to wait a week before I could come back and get it replaced.

If they did repairs back then, I could've gotten it fixed within the hour.

 

[DanielSw]

Apple... Ever heard the phrase "If it ain't broke, don't fix it"? (No pun intended.)

You have a great system in place. Don't change it.

How do you know it "ain't broke"? Since when do you know best how Apple should conduct its business?

 

[Applefanboy8153]

Will someone please explain what exactly is the concept of Applecare+? Do I have buy a separate plan? What countries is it gonna be available in?

 

[Agent OrangeZ]

How do you know it "ain't broke"? Since when do you know best how Apple should conduct its business?

Well... I am going by well published reports of Apple being number #1 in customer satisfaction.

Also my own satisfaction with their services.

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The current system has plenty of room for improvement. Swapping out obviously causes a loss of data - and you KNOW people are terrible at doing backups. Swap outs also cost a lot of money for everyone involved.

If you had a broken screen, wouldn't you rather pay $49 to get it fixed instead of $200 to have to backup everything, swap out phones, and reload your content onto your new unit?

I'm sure there will be unit swaps if the situation requires it. But lower repair costs and less backups/restores? Sounds good to me.

iCloud is completely automated. Don't the problem with backing up and restoring.

 

[pundit]

Don't the problem with backing up and restoring.

I accidentally the whole backup, one time. Is that a problem?

 

[Dionte]

My iMac has been in the shop 3 times due to major issues, motherboard replacement, power supply. I ended up buying apple care due to fear. I've never has such issue with a computer before. The button on my iPad 3 doesn't always respond when pressed. You need the extended warranty with apple products.

 

[Shadyriley]

They save 1 billion a year from ppl taking it to Apple instead of local repair stores.

 

[CubusX]

Not good...

Last time I had a problem and needed a repair, I had to not only make an appointment at an incontinent time for myself, I had to drive over an hour away due to an Apple store not being closer to me.

If Apple goes this route and kills mail in service or being shipped a replacement device before sending my device in for repair. I will never purchase an Apple Care plan ever again.

 

[AppleMark]

That would be a welcome change. depending on the price of course. The current system is way to expensive and seriously Apple should have a standard 2 year warranty on all it's products now. You can get a 2 year warranty as standard on cheap PCs costing a fraction of the cost of a Mac. It's really not good enough. Apple are turning into right greedy basterds.

I stopped buying Apple hardware directly from Apple simply because of the additional costs of AppleCare. If you shop around you can find some Apple retailers willing to offer free 2 year warranties which means I don't have to bother with the additional costs of AppleCare.

Yes, I have purchased every Apple product except my BTO Mac & contract free iPhone from John Lewis. They offer a free 2 year warranty and also do not treat you like a conman when you need to return anything.

France and the EU have an automatic 2-year warranty. When I was there a few weeks ago, I was speaking to a guy in my local Informatique who assured me that I could claim 2 years warranty in the UK if I wanted to, as we are part of the EU. I think the French are born knowing these things.., so I had no need to automatically doubt him

However, I found this link on the Apple website which seems to back up what he was saying, however have not yet any need to put it to the test.

They do not tell you this, or advertise this openly do they....

http://www.apple.com/uk/legal/statutory-warranty/

 

[Kirsten Hollerd]

A long time friend of mine works for Apple and I asked him about the whole repair vs. replace thing. I also showed him this thread he said he wasn't surprised by all the vitriolic responses.

Here's what he said:

-iPhone 5 was designed for easy "modular" repairs. Most take about 15-20 minutes and are performed by Geniuses in a controlled environment (ground straps, ESD mats, etc)

-The public response to iPhone repairs has been largely positive. Before, when everything was replaced with a refurb they would get countless people that had never backed up their data and would have to go home, back up and come back. Customers would get angry and ask why the entire phone had to be replaced for a stuck home button. "Why can't it just be fixed?!" was something he heard every day.

-There is an unbelievable amount of abuse of Apple's replacement policy. He said that resellers will buy scratched and dented (but still functional) iPhones on Craigslist that have a little bit of warranty left. Then they will open the phones, tamper with them (scrape tiny circuits off the logic board for example) so they don't power on and then come in for a shiny new replacement. Voila, they resell them for a lot of money. Modular repair negates that scheme for the most part.

-He said that for the most part, the people who throw the biggest fit about not wanting a repair over a replacement have scratched up or well worn phones and want the replacement solely for cosmetic reasons.

-He also said that despite people imagining evil intent behind making iPhones repairable the company really tries to do right by its customers. For example, if you ruined your 1st gen iPhone the only option was a $650 NIB phone. With subsequent generations customers were given the option of a service replacement for around $200. Now, people with an out-of-warranty phone will have the option of even lower-cost repairs. Crazy, right?

-He finished by saying that some people will never be happy and that if their big stand in life is to never buy another Apple product again due to iPhones being repaired then something bigger is wrong.

Hope this helps,

Kirsten

 

[Agent OrangeZ]

I accidentally the whole backup, one time. Is that a problem?

So... a non-common user error is a good reason to change an in-store warranty program?