Apple is a company known for its support. They win awards for it every year, and will continue to do so. Most of Apple’s support services come at a cost, but only when you want to take advantage of them when your device is outside of its original warranty. One of the things that that hasn’t been true for is first time chat support. That’s about to change.
According to several reports, Apple is about to charge a $19.00 fee when you want to chat with an Apple Representative when your machine is out of warranty. As has always been the case, they may ask you to pay for the full support after the chat if they can’t help you with the problem without looking at or working on the device.
If the problem turns out to be something the Apple knows about, and has a support program for, they will refund the money you paid for the chat.
Cases for Free Support
Apple hasn’t rolled this system out yet. They are expected to do so within the next few weeks. If you have a problem that you’ve been waiting to get assistance with, you should take advantage of the free chat now. The sources of this report say that Apple will continue to provide free support until the new system is in place.
Apple will also continue to offer free support to people who need help with iCloud, or with setting up a repair or replacement. And of course, Apple will continue to help Apple Care customers out without charging them anything extra.
Paid Support
In many ways, this change gives Apple customers an even bigger incentive to by Apple Care when they have the chance. While it is definitely more then $20, it could keep you in warranty longer, and could not only save you that $20, but any additional money it would have cost you to get the device fixed beyond the chat session.
$20 seems like a small price to pay, if they can help you with your problem during the chat, and in many cases they can. In the new system, Apple will offer users the ability to apply for an exception, should they think that their problem is going to be a covered hardware defect. They will also continue to support customers who have accidentally damaged their device, and just want to get their machine replaced or repaired. Normally those chats just end up with an Apple Store appointment, or a box to mail the damaged product into Apple.
Final Thoughts
Apple has never been a company where things come cheaply. They charge extravagant prices for their products, which enables them to provide the support they get awarded for year in and year out. Without the good support, their prices might not be warranted any more than Hewlett Packard, who’s support is less than desirable.