Apple to Make Huge Changes to AppleCare: In-Store Repairs, Warranty Subscriptions

Apple to Make Huge Changes to AppleCare: In-Store Repairs, Warranty Subscriptions

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Apple held a town hall session on Thursday to inform tech staff that major changes are coming to AppleCare and AppleCare+, reports AppleInsider.

Apple Vice President Tara Bunch announced that the changes would soon roll out across the U.S. then later across the world. The changes are being referred to under the "One Apple" brand; however, its unclear if the term is for internal use only.

"The biggest announcement, was the way repairs for iPhones will be handled soon," the person, who asked not to be identified due to their active status as an Apple employee, told AppleInsider. "The way it is now, if almost anything is wrong with an iPhone, iPod, or iPad, the entire device is exchanged for a like-new re manufactured (sic) device, whether brought into an apple store or sent in for mail in repair. Now we are starting to actually repair the products and return the same device to the customer."

Apple Stores are currently equipped to replace speakers, receivers, home buttons, vibrator motors and batteries. However, come June they will reportedly be able to replace displays and in July they will repair issues with cameras, sleep/wake buttons, and logic boards. Employees will gain access to advanced diagnostic tools that can remotely assess hardware problems and send the data directly to technicians for quicker turnaround times. Bunch reportedly said Apple will save nearly $1 billion per year by performing repairs in-store.

Another huge change is that the paid AppleCare service will become a subscription based purchase attached to a person rather than a device. A subscriber will get in-store training and each of their devices will be covered under the warranty. The new service could also include "exclusive" 24/7 support; although, that has not been confirmed yet. The full set of features and pricing hasn't been finalized.

Apple is also said to be updating the free warranty coverage you get with a purchase to a new system that offers phone support for a least a year, maybe even two years in the future. Currently, the company only offers 90 days of free telephone support.

Additionally, Apple is reportedly looking to increase the size of its home advisor team currently made up of over 4,200 technical advisors that work from home instead of an office. This saves overhead costs and makes it easier for Apple to find qualified employees.

Finally, Apple is set to improve its online support by revamping its support webpages, adding more videos and tutorials, and offering assistance over iMessage.

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Apple to Make Huge Changes to AppleCare: In-Store Repairs, Warranty Subscriptions

Juan leche - May 11, 2013 at 2:00pm
So some lame ass person is angry at the fact he's phone was replaced ? Whoa just whoa listen here pal if your rich go to South Africa stop making things worse than they already are. the way iPhone repairs the iPhones is a good thing because nobody wants to wait hours and be phone less waiting for the device to be repaired & if that's going to be the case might as well sell them cheap and we would go to other places to repair them screw apple care bullshit program I'm glad I bought it once and never again
MC505AFM - May 11, 2013 at 11:47am
Apple UK may already doing this. Following a recent visit to fix a faulty mute switch on and iPhone 4 they did first attempt a replacement of the switch in store prior to swapping out the phone for a refurbished one.
davidupa - May 11, 2013 at 12:27pm
not "already" but because of poverty, electronics was always so overpriced in uk, horrible vat, need to feed the monarchy and so on ...
Ken - May 11, 2013 at 10:39am
I don't see what some idiots are getting so worked up about; the replacement device is usually a refurb anyway, so now they will just refurb the actual device rather than replace it (if possible). All this talk of Apple disappearing into obscurity and people considering switching to other devices is just a bunch of hot air; at least Apple will attempt to repair your device in store, unlike others which would send them out to a repair centre for a month.
Mike - May 11, 2013 at 10:36am
adding more videos and tutorials, and offering assistance over iMessage. VERY NICE
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