You can be rest assured the agent that you work with has been technically trained, certified, and his performance and perks based on what he delivers to you. Our employees excel at their careers through ongoing technical training and the pursuit of excellent service. All support agents are required to obtain Apple® and Microsoft® certifications prior to commencing support.
Much like Apple handles support calls over the phone, soon only customers within their warranty period will be able to access online chat support through getsupport.apple.com for free. For others, Apple will charge what it refers to as a “pay per incident” fee or require the purchase of an extended warranty through AppleCare. Previously all online support chat features were available for free to users worldwide. Some users might have noticed back in August when Apple revamped its support sites that it started listing a $19.99 per incident fee for chat support. However, up until now AppleCare hasn’t actually been charging users to access the feature.