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jaw04005

macrumors 601
Original poster
Aug 19, 2003
4,589
620
AR
In case you may have noticed, the Apple iMac Support website has been linking the new "WebChat" feature that debuted with the iMac G5 to knowledge base articles dealing with the iMac G3 and G4.

The WebChat's instruction pages makes note that online chat is available to "iMac product family" users only. One would assume this means G4 and G3. If you try to chat, you will be required to enter your name and serial number of your computer. The support applet does accept iMac G4 serial numbers that are convered through AppleCare.

After I typed in my information and my serial number was "checked", the chat applet loaded with instructions:

To better help your agent help you, here are a few things to tell your agent: Provide the specific iMac model and operating system that you’re using; for example, an iMac G5 running Mac OS X 10.3.6 or an iMac G4 running Mac OS X 10.2.8.

Along with some other suggestions.

I proceeded to chat with an agent, and here is a transcript.

Agent:
How may I help you today ?
Josh:
Hi John, the top of my chat says iMac G5 chat, but the website says its available now for iMac G4 users. I have a G4, so can you help me or do I need to contact AppleCare?

Your chat session has ended. Thank you for contacting Apple

The agent "terminated" me and then the chat applet sent me to a review screen. Well that is pretty much unacceptable, and I decided to call a "real" rep at AppleCare. The rep told me that within the next few days the WebChat service will be available to the entire iMac product family. He also said that if that is successful, AppleCare plans on extending the service to other product families.

Although the WebChat agent was either rude or was having technical issues, I think its great Apple is adding new features for Support. I work during the day, and typically don't always get home in time to contact AppleCare during its normal business hours. I hope when the service does launch to iMac G4 and G3 users, us Macrumors members will use the service and give Apple some feedback so it gets expanded. By the way, the service is 24/7.

Josh
 
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