Apple's reputation for customer satisfaction could soon disappear as the company looks to scale back its service support programs.
According to Apple-centric website, Apple Insider, the Cupertino-based firm is to embark upon cost-cutting measures that will see drastic changes made to AppleCare, stopping the highly regarded iPhone walk-in service.
Apple Insider reports that the tech firm held a town hall meeting led by Apple Vice President Tara Bunch.focusing on its service programs. Staff were told that changes would be made from this autumn in an attempt to make the services offered more attractive to its customer base.
One of the biggest changes touted to be made concerns how the company deals with faulty iOS devices. At present, Apple will replace iPhones and iPads deemed faulty under warranty with a brand new or refurbished product, however, according to Apple Insider's source, this will be changed to repairing the same device.
In addition, it's also said that AppleCare's charging system could be overhauled to a subscription model that would see the policy attached to an individual consumer and cover all products (rather than one AppleCare policy being purchased for each device).
This new system is also expected to introduce a training program for consumers, complimented by 24/7 support, with phone support in selected territories extended to one year from the 90 day period of the present.
Apple is yet to make public details on the matter, but it is speculated that the changes would be initially rolled out in the US and then extended to other countries. It's reported that Apple expects to save nearly $1bn in an year after implementing these changes.
by deanq via Featured Articles
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