In line with earlier rumors, Apple has extended its paid support options and is now charging users for out-of-warranty online chat support. This feature was expected to debut earlier this month, but a problem with the payment processing system delayed its rollout, reports 9to5Mac.
Web payments for chat support are up and running on Apple’s website, but the company still is experiencing issues with certain aspects of the system. Customer service representatives in Apple’s support division are allegedly warning people about potential problems with the new support option.
How it will work is I will be able to send you a link in our Chat that you would be able to follow. From that link you will then be taken to an Apple website that will allow you to put int your Credit Card information to make the payment. Afterwards it will update in my system showing me that you have payed for the coverage and that you’re now eligible for support… That is actually where we are having a bit of trouble today, in sending the link as it is now showing up as it should. Once it is working properly however it is a very simple process.
Apple is expected to extend this payment system to hardware support, allowing customers to schedule hardware repairs and replacements that require a credit card hold prior to initiating service.
Apple also rolled out new AppleCare training sessions called “Here to Help” for its customer service team. Apple claims this 3-day training program “will transform AppleCare by sharpening our focus on our customers’ experience while continuing to provide fantastic product support.”
What do you think of this new paid support option? Would you pay $20 to receive help for your older Apple product? Let us know in the comments.
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