Apple to add 24/7 online chat to premium support service

by Kenny Hemphill on August 7, 2013

Apple is set to significantly upgrade its AppleCare support and will allow users to chat online to representatives 24 hours a day, seven days a week, according to 9to5 Mac.

According to the report, the new service is set to launch as early as next week, and will be available to Mac and iOS device users.

‘If the 24/7 web chat support offering is successful, a similar program for phone support could be considered for the future,’ said the report.

The online chat is part of an overhaul of AppleCare, Apple’s premium after-sales support service. The AppleCare section of Apple’s website will be made easier to use and allow users to contact AppleCare more quickly. Currently, Apple’s website directs customers to support articles before providing contact information.

Apple has been criticised in recent months for failing to inform customers of their statutory rights and promoting AppleCare instead. Earlier this year, EU Justice Commissioner, Viviane Reding described Apple’s response to warnings about the way in which it informs customers of their rights as consumers under European Law as ‘simply not good enough.’

Last year the company stopped selling AppleCare in Italy after it was fined by the Italian competition and market authority (AMCG) for failing to make customers sufficiently aware of their statutory rights and for ‘aggressively’ promoting AppleCare.

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