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Apple Debuts Paid Chat Support and ‘Here to Help’ Training Program for AppleCare Employees

Apple Debuts Paid Chat Support and ‘Here to Help’ Training Program for AppleCare Employees

Apple has flipped the switch on its for pay out of warranty online chat support. While the service was expected to go online earlier this month, the company has reportedly been experiencing difficulties with the payment system it put into place for the online chat support service.


9to5Mac also reports that Apple is also debuting a new training program for AppleCare employees. It’s hoped that the “Here to Help” program will improve the overall AppleCare support experience.

As seen above, a chat support rep confirms that the company is experiencing some issues with the new payment system:

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 in 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 plans to offer the ability, via the new payment system, to set up hardware repairs and replacements that may require a credit card hold, or to pay an incident fee for the online chat support.

Apple’s new system closes a loophole many users exploited in the past that allowed them to get free support, allowing them to avoid paying for over the phone support, or AppleCare.

Apple will continue to grant exceptions on a case-by-case basis for certain problems.


Apple’s new AppleCare support program for employees, “Here to Help” has also debuted. The program will consist of three-day training sessions for employees that Apple believes “will transform AppleCare by sharpening our focus on our customers’ experience while continuing to provide fantastic product support.” The program will be available to all AppleCare advisors.

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