Some positive aspects of using the AppleCare support line are that it offers a 24/7 chat option and helps customers by presenting a listing of typical problems associated with different Apple products; a negative aspect is that customers need to go through a menu that has a series of categories and subcategories to find the correct type of support they need. Additionally, prior to getting assistance through a support line, customers must provide a device's serial number for validation of the customer's AppleCare status, as noted by CNET.com.
When a customer purchases an Apple product, the device has a one-year hardware warranty and 90 days of free phone technical support that starts from the date of purchase. Apple also provides AppleCare Protection Plans that extend these warranties and the time length for technical support according to the plan type, as noted by PC magazine. Customers with these plans can go online to get technical support for specific problems related with Apple products, such as the Mac and iPad.
Another positive of using the AppleCare support line is that customers contact can support through an online chat. By chatting online with a member of technical support, customer can receive direct help to solve a specific hardware problem. Another pro is the different options customers have to get help from technical support, such as the customer giving his telephone number for an immediate call or making an appointment so technical support can call him back.
A negative of using this online technical support may be the wait time for online chats, which can be at least 15 minutes in some cases.