AppleCare ▪ April 10

AppleCare ▪ April 3

To go along with the premium $10,000 and up pricing of the 18-karat gold Apple Watch Edition, Apple will charge up to $999 for the Apple Watch Edition’s AppleCare+ Protection Plan, 9to5Mac has learned. The Apple Watch Edition notably has very different AppleCare coverage from other Apple Watch models, coming with two years of 24/7 support and a special setup hotline right out of the box. AppleCare+ will add a third year of technical support and support for up to two incidents of accidental hardware damage. More affordable AppleCare+ coverage will also be offered for the aluminum Sport and stainless steel standard models, which will cost $59 and $79 respectively, adding a second year of technical support to the included one year, plus support for up to two incidents of accidental hardware damage…

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AppleCare ▪ March 29

After hiring a new team of fashion sales and marketing experts from Yves St. Laurent, Louis Vuitton, and Burberry, Apple has developed a unique Apple Store purchasing experience just for the 18-karat gold Apple Watch Edition, according to sources briefed on the launch plans. When a customer interested in the Apple Watch Edition enters the store, he or she will be given no-wait access to a dedicated Expert, who will provide a personalized “journey” from the beginning of the appointment until the end, as much as one hour later. There will even be a new option for at-home video conferencing rather than in-store personal setup. By design, it will be more “elegant” than the budget-focused experience Apple Watch Sport customers receive…

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AppleCare ▪ March 5

Starting today, AppleCare will begin providing support service for Beats Music customers as well as businesses interested in accepting Apple Pay, according to sources. Support for the streaming music service previously went through a separate system from Apple’s other products and services. AppleCare staff has also been advised on helping businesses with accepting Apple Pay as the company pushes its new mobile payment service. expand full story

AppleCare ▪ February 23

Apple will soon make a significant change to retail store Genius Bar appointments to improve the customer experience, according to several sources briefed on the upcoming shift. During the week of March 9th, Apple’s United States stores will launch a new initiative called “The new Concierge” that replaces traditional walk-in Genius Bar appointments. Currently, a customer seeking Genius Bar assistance can walk into an Apple Retail Store, explain the issue to a check-in assistant, and get a specific time to return for an appointment…

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AppleCare ▪ January 16

Apple is in the process of winding down Beats Electronics’ outsourced phone support ties and moving technical support completely in-house via AppleCare, according to sources. Beats Electronics phone support is currently split between Apple and Sitel, a customer support outsourcing firm, and Apple is aiming to completely end that relationship as soon as March. Apple cut several Beats jobs in July following the acquisition. Sitel employees have confirmed that they will be moved to new technical support positions for other companies, and AppleCare employees similarly confirmed that Beats support will soon be handled completely internally. Apple acquired Beats Electronics and Beats Music in May 2014 for $3 billion, and sales transitioned to the Apple Online Store in August. Apple Store Genius Bars began servicing Beats products late last year.

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