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Apple starts paid live chat support on a per incident basis

Apple starts paid live chat support on a per-incident basis

By Robin Sinha | Updated: 18 March 2014 20:24 IST

Apple has started charging $19 (roughly Rs. 1,150) as its pay-per-incident fee for devices that are out-of-warranty on its live online chat support service.

The users, after providing their Apple product's unique serial number in the support portal, would now have to choose between two options - to pay $19 for a single incident support or to request for a support exception if the users think their devices fall under the warranty period or if they have a covered hardware or software issue.

However, it has been understood that for small queries like, 'How can I change the time display format?', the fee will not be charged.

An Apple support representative told AppleInsider that incidents for which the users have paid will be covered for 30 days both via online and phone support. This means that a user can start a case online and can continue over the phone without getting charged for any additional fees.

Apple has also developed a new payment method exclusively for the live chat fee charges, via which customers can enter their payment information directly from the chat window.

The site further notes notes that per-incident charges on phone support could be as high as $30, and so the new paid live chat support will probably work out to be cheaper for users.

Also announced was a new training programme for AppleCare employees, known as 'Here to Help'. Said to include three-day training, the firm says the Here to Help programme "will transform AppleCare by sharpening our focus on our customers' experience while continuing to provide fantastic product support." The programme will soon be available for all AppleCare Advisors.

Notably, Apple on Tuesday made official its 8GB storage variant of iPhone 5c in the United Kingdom and France. The handset has been listed on Apple's UK website for GBP 429 and at French telecom operator, SFR for EUR 539.99. The iPhone 5c 8GB variant is also available via O2 UK and is being offered at various price plans.

Apple launched both the iPhone 5c and iPhone 5s in India in November 2013, starting at Rs. 41,900 and Rs. 53,500 for the 16GB models, respectively. Both the smartphones were globally unveiled in September 2013.

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