Apple’s Revised User Support Website Now Includes 24/7 Online Chat Service [Updates]

If you are a Mac or iOS user, you should know that Apple has revamped its user support site, so you can now get online and use 24/7 live chat support and other service options.

The redesigned support site starts with a visual display of Apple products and services that link you to the different topics and issues you may be trying to troubleshoot. For example, the iPhone category consists of subtopics including common Battery, Power & Charging issues. You may get linked to information that addresses the problem you’re having, or you can choose from the several support options, including online chat, service repair, or a direct call to an Apple support technician.

Apple support   Apples Revised User Support Website Now Includes 24/7 Online Chat Service  [Updates]

In most cases you will need the serial number for the product that you are trying to troubleshoot, and you may also need either Apple’s 1-year limited warranty for the product, an AppleCare Protection Plan, pay a one time service fee of $19.99, or request an exemption for charges. After you provide your serial number, you will be told what warranty or protection plans are available for your product.

The new website also includes support for iTunes, mobile apps and Mac software, and other products and services like iCloud and Apple TV.

This support page links you to other useful resources including video tutorials, product manuals, and user support communities, where you can find troubleshoot solutions with other Apple users from around the world.

When you sign into the support website using your Apple ID, you also get a display of all your registered Apple products, along with the serial number for each product.

Apple support 2   Apples Revised User Support Website Now Includes 24/7 Online Chat Service  [Updates]

If you have visited the new Apple support site, let us know what you think of it. Do you find it easier to navigate and get assistance?

Source: TUAW | Image Credit: iPhone disassembled Via Flickr

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9 Comments -

0 votes

Candy Crush Level 102

That is a good step by apple.

0 votes

likefunbutnot

I don’t understand why Apple is known for the quality of its support.

These are my experiences:
1. If you have a problem with Apple software for Windows, all Apple’s in-warranty/paid support will do is read verbatim support documents from Apple’s web site. If you happen to have the same web pages open, you can read along with them. They don’t like it when you do that.

No, none of the documents addressed the issue for which I called.

2. The inverter (or inverter-like component) failed on my work-provided Macbook. Apple’s support spent 20 minutes arguing that if I’d just drive 90 minutes in to one of the busiest metropolitan areas of the US, pay $25 or $30 for parking and wait a couple hours, they’d have the machine fixed right up. I just wanted them to courier me a shipping box and I had to have an argument about it.

3. A complete lack of feedback in iOS regarding purchases led to me being charged almost thirty times for the same app in itunes. One extra? No big deal. But I was getting random “Thanks for buying this itunes app!” emails and debits for the amount of a single purchase on my credit card a week later. I had to call three times to get all the charges reversed. Was there some reason the first drone couldn’t deal with the issue?

I understand that for some people, having visible representation by actual employees, but every encounter I’ve had has made me regret having to deal with Apple in the first place.

0 votes

Alexis A

Well I thought this was FANTASTIC…till I saw the 19.99 “single use” fee. That’s absolutely ridiculous. You shouldn’t have to be contractually covered to receive CUSTOMER SUPPORT. And even so, 20 dollars?!?!?! Lord.

0 votes

jaelen

how do you deactivate switch control when your phone is locked. i dont know how to work switch control and my phone is locked. when i tell siri to deactivate switch control she tells me to unlock my phone. i dont know how to do that with switch control. someone please help!

0 votes

jaelen

how do you deactivate switch control when your phone is locked. i dont know how to work switch control and my phone is locked. when i tell siri to deactivate switch control she tells me to unlock my phone. i dont know how to do that with switch control. someone please help!

0 votes

jaelen

how do you deactivate switch control when your phone is locked. i dont know how to work switch control and my phone is locked. when i tell siri to deactivate switch control she tells me to unlock my phone. i dont know how to do that with switch control. someone please help!

0 votes

Bakari Chavanu

Jaelen, sorry to reply so late. So I assume when you slide the locked screen to the right it doesn’t unlock? I’m not sure why that would happen. If there’s an Apple Store near you, definitely take your phone in so they can look at it.

0 votes

Kelly

The hard drive on my laptop may be fried, it won’t start up. I would like to chat with Apple about the possibility of having a new hard drive put in, but I can’t chat without the serial number, which I can’t get since it won’t start up! Is there any way to ask the simple question without a serial number??

0 votes

Bakari Chavanu

Kelly, is there a local Apple Store near you? If so, make an appointment to take your laptop in and let them look at it. I believe they will do so without charge. You can also get over the phone assistance, but without a serial number or an AppleCare plan, the phone service will require a fee.