Apple's technical support policy: more information

Apple's technical support policy: more information

As I now understand it, when Apple formally shifts its telephone support policy (expected to be April 15th), there will be two separate categories of support:

a. For owners of products purchased prior to April 1, 1996, users will continue to receive quasi-free phone support. The main change will be that the telephone number will be a toll call rather than a toll-free number.

b. For owners of products purchased after April 1, 1996, they will have free (toll free, I believe) support for 90 days after their first call to the Apple Assistance Center. After that, they shift to a fee-based support system (that is, there will be a fee in addition to any toll charges). However, if your product is still under warranty and resolving the problem requires a warranty-covered repair, the fee will be waived.

What about past promises of "24 hour a day free tech support"? Apple will now interpret this to mean that their web-based technical support fulfills this agreement. In this regard, I have word that some of Apple's web resources, such as its Technical Information Library, will have a design overhaul next month - the goal is to make it easier to use and more capable of handling the expected increased demand. All of this will allow a significant reduction in the size of the telephone support staff.

Featured Video

Your phone's screen is ruining your sleep

Staring at your Phone's screen might be hazardous for your sleep, unless you change the color temperature. Sharon Profis explains on "You're Doing It All Wrong."

by Sharon Profis