The e-mail that customers will receive
Earlier this week, a report surfaced with claims that Apple is preparing to roll out a new remote and URL-based iOS Diagnostics service. Since then, we’ve learned that Apple Stores across the globe are already using a similar tool. However, we’ve now confirmed that Apple is in fact rolling out a new online tool that enables retrieval of diagnostic information from iOS devices. This tool is fairly different than the one being currently used at Apple Retail Stores and is geared towards all of Apple’s support operations worldwide, according to sources.
The concept is quite simple. Here’s how Apple describes the tool internally:
iOS Diagnostics sends an email to the iOS device or provides a manual URL that prompts the user to allow a diagnostic report to be transmitted to Apple. iOS Diagnostics will display that report within GSX in near real-time. It’s that simple.
Although Apple’s internal documentation describes the service happening via e-mail, technicians will also be able to send the link via text message to iPhones. E-mail, of course, will be required for iPad and iPod touch repairs, unless Apple brings iMessaging into the mix. Technicians will also be able to provide a manual URL on the spot.
For those unfamiliar, GSX is a tool used by Apple, internally, to organize and fulfill AppleCare repairs. With iOS Diagnostics, Apple or a third-party repair shops could provide a customer a URL, and all the critical information from their iOS device will automatically import into the company’s support system. Apple summarizes the benefits for both the customer and the technician:
There has never been an easier way for iPhone, iPad, and iPod touch users to give service providers the information they need to troubleshoot and diagnose iOS devices effectively. Users benefit from a faster and more accurate diagnosis. The in-depth information that iOS Diagnostics retrieves can be invaluable to technician’s troubleshooting efforts.
Apple also summarizes what information the service can remotely send from a user’s device to a technician’s system for evaluation:
Insight into usage patterns, battery functions, temperature warnings, memory usage, application issues, and more.
The service is rolling out gradually over the next few months. As also obtained by PiratX from Greek-iPhone, we have gotten our hands on screenshots that show exactly how the yet-to-be officially announced iOS Diagnostic service functions. You can find the screenshots after the break.
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