Apple on Wednesday announced its AppleCare+ extended warranty service for the iPad. Like other Apple products, when purchasing an iPad the device comes with a one year limited warranty, however accidental damage is not covered. With AppleCare+, users can breathe easy knowing their $499+ slate is safe from water damage, drops and hardware malfunctions for two years — although users are only allotted two incidents of accidental damage, each of which will require a $49 service fee. AppleCare+ is priced at $99 and must be purchased within 30 days of buying an iPad. More →
Mac users have recently been targeted by a phishing scam that falsely claimed their computers were infected with a virus. Upon being redirected to an illegitimate website, users were instructed to install “Mac Defender,” which was malware masquerading as an antivirus application. Until recently, Apple had reportedly instructed its AppleCare support reps to deny any existence of the problem and said reps should “not remove or uninstall any malware” found on a computer. On Tuesday, however, Apple finally acknowledged the issue and posted instructions on its support forums that cover how to avoid and remove the Mac Defender malware. Hit the jump for Apple’s instructions. More →
AppleCare representatives can do a lot of things for Mac owners suffering software issues… except when it comes to malware. In an internal support article leaked to ZDNet, Apple instructs its call center representatives on how to handle calls from users reporting that they have a machine infected with the “Mac Defender” malware trojan. And, as you can see, Apple is definitely taking the hands-off approach. “AppleCare does not provide support for the removal of the malware,” reads the memo. “You should not confirm or deny whether the customer’s Mac is infected or not.” Apple certainly isn’t the first company to instruct its support representatives to shy away from virus/malware assistance, but it is notable as it is the first major Mac OS X virus that — thanks to some moderate social engineering — is propagating. Apple has yet to issue a public statement about the software’s existence or infection levels. The full memo is after the break. More →
Apple has made changes to its policy regarding the transferability of AppleCare Protection Plans, a source told BGR. Starting immediately, an Apple customer will have the ability to transfer AppleCare Protection Plan coverage to a new device without having to cancel the current plan and purchase a new one. Though no formal announcement has been made to the public, Apple notified its employees of the new procedure on Monday. The policy change, which applies only to eligible purchases made within the 30-day period prior to a transfer request, simplifies the buying process for customers. AppleCare Protection Plans for the iPhone have been transferable since June of this year, and now the new policy will apply to all Apple products eligible to be covered by a protection plan.
This afternoon, on Apple’s official iPhone 4 Case Program website, the company released the following statement:
We now know that the iPhone 4 antenna attenuation issue is even smaller than we originally thought. A small percentage of iPhone 4 users need a case, and we want to continue providing them a Bumper case for free. For everyone else, we are discontinuing the free case program on all iPhone 4s sold after September 30, 2010. We are also returning to our normal returns policy for all iPhone 4s sold after September 30. Users experiencing antenna issues should call AppleCare to request a free Bumper case.
There has been no official word on whether or not the Cupertino company has made any internal adjustments to the iPhone 4′s antenna design. More →
The antenna issues plaguing the iPhone 4 have infuriated many iPhone users (and rightfully so), but have you ever wondered how Apple is training its employees to deal with the fiasco? Well thanks to one of our Apple connects, we now know the exact procedures AppleCare reps must follow when dealing with any reception complaints regarding the iPhone 4. Hit the jump to check them out. More →
Mac aficionados that also enjoy a pack of Marlboros every now and then might want to keep their smoke as far away from their computer as possible for it appears Apple doesn’t take kindly to the habit. Yesterday, Consumerist ran a story about two customers that were denied warranty repairs to their MacBook and iMac by Apple (both had purchased extended AppleCare warranties) simply because the machines were exposed to second-hand smoke. Both appealed to the office of Steve Jobs to no avail. The strangest thing, however, is the explaination that one received from someone at Jobs’ office: the nicotine released from cigarettes is classified as a bio-hazard by the Operational Safety and Health Administration (OSHA) and as such, Apple employees are within their rights to refuse to work on a machine that has been in contact with the chemical. The only suggestion Apple offered was to take the computers to be fixed somewhere else on their dime. Obviously these two cases are an anomaly, but the question still remains: should Apple be able to walk away from its obligation as set out in the AppleCare agreement because of a little bit of smoke? Just to be clear, there is nothing in the AppleCare fine print that even comes close to singling out smoking as being prohibited. More →