You have the option to get onsite service coverage for two or three years from the date of your hardware purchase. If you have a hardware issue during that time, AppleCare for Enterprise will help get you back up and running quickly. IBM’s Global Technology Services, a worldwide Apple Authorized Service Provider, will provide onsite service within the next business day.
As a former AppeCare representative I can't stress enough how difficult this job really is. We have to deal with angry customers who waited too long on the line, give accurate information about endless features and provide an instant resolution. It is mentally exhausting and would take anyone I know into the paths of a breakdown. Now imagine when new products or software are launched. We are given a set of trainning modules to perform on a given amount of time, as per Apple recommendation. Now, what a lot of people are unaware of, is that only a few call centers are actually managed by Apple directly. Other centers are paid by Apple to train people as per their standards, but in the end of the day this is a business we are talking about, so the larger the amount of calls taken daily equals more monney for these centers. Basically, forget the trainning, we are just pushed by our local managers to do these modules as fast as possible because we are needed to take more calls. There is never time to breathe or learn anything.
Before rolling out the paid chat support, Apple had to develop a new web payment system that would allow it to accept payments through chat and keep user info secure when transferred between support agents, according to our sources. Using the new web payment system, we’re told Apple plans to offer the ability to set up hardware repairs and replacements that require a hold on a credit card or pay per incident fee via chat support. Rather than having to call in, users will be sent a link that’s live for 24 hours in order to complete the payment.