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02-28-2014, 11:39 PM #1
Apple to Reportedly Launch Paid Chat Support for Products that are Out-of-Warranty
A recent report claims Apple will soon be rolling out a for-pay chat service to support users who need help with products that are no longer covered by AppleCare protection plans. Citing sources who claim to be familiar with the project, the folks over at 9to5Mac are reporting that Apple will be implementing a new online chat payment system that would charge customers for live support in a similar way as the company’s phone service operates.
Rumored to be coming next week, the system will end up deviating from Apple’s existing online chat service. Currently, users can be connected to a representative via Apple’s Support webpage for no additional fee, even if the product in question is no longer covered by AppleCare. As reported, the new system would essentially roll online chats into the same category as phone-based support, with customers able to pay a one-time fee for help regarding an out-of-warranty product. Users will be given the option to select a $19.99 “pay per incident” fee or purchase extended AppleCare protections. The change is said to affect chat support services worldwide.
Apple reportedly had to develop a new secure Web-based payments system that allows service representatives to charge customers within chats. With the payment methods in place, customers will reportedly be able to expedite hardware repairs and replacements that usually require a credit card.
For those of you who didn’t know, Apple originally introduced live online chat support in August of 2013 as part of an AppleCare Support webpage redesign. Since then, the feature has been available for free. This seems like it will be changing going forward though.
Source: Apple, Get Apple Support via 9to5Mac
03-01-2014, 06:41 AM #2
Is it me or what. It seems every time I turn around Apple is looking for a way to nickel and dime its customers. I am a shareholder but I the key to Apple is keep loyal rabid fans.
Charging for everything, make CS less important is total crap. This is highly profitable company that needs to keep people attached to them. The idea of repairing things they used to replace, with their product price point to save some money(small potatoes) for them, seems at risk to alienate the fan base. Now this?
I started buying Apple products in 2008 and was lead to believe the high price brought good products and great service(QC has been average at best). But I have not seen it. I buy Applecare and I am never treated like many people report.
Apple's CS has been marginal in the times I needed them to step to the plate, yet I keep buying but they are stretching my patience. I am the consumer they need. I have disposable income and can afford their products, but I am scaling back.
No more iPad upgrades. No more iPods. Getting one last laptop and will start to hold off. Bought one iMac and had a HDD failure early on and to get reasonable help was awful. They new the HDD were failing, 1 year later, massive recall, yet I was made to feel it was my fault.
No more iMac, passed on Mac Pro too.
I sure hope Tim Cook realizes losing people like me slowly will destroy Apple in the long run. If I am paying a premium, I want to be treated correctly all the time.
My rant is over.
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03-01-2014, 08:01 AM #3
They've had this. I remember using it to get my iPhone 5 replaced back in october. Looked exactly like the picture.
03-01-2014, 10:46 AM #4
I think for the price of the products, support should be free even when out of warranty. Free troubleshooting, but if the device needs to be replaced, then charge a fee for the replacement.
03-01-2014, 11:05 AM #5