apple report a problem

apple report a problem

How to Report a Problem with Apple Products

1. Introduction

The entire series of tutorials is structured to give advice related to the specific product or situation you need help with. This first tutorial however, provides general advice which is relevant to all situations and is also designed as a starting point for the rest of the series. A summary of the first tutorial would be that the advice given here is the most important knowledge you need to know about problem reporting with Apple. Without it, you might still have the problem in several months time.

This particular tutorial will focus on giving comprehensive advice on how to effectively communicate a problem to the manufacturer or a support person. The knowledge you gain from this can not only be applied to reporting problems with Apple but also to any situation when you need assistance from a company or individual who has the technical know-how to solve your problem. This is particularly useful to those wanting advice from myself after posting on the MacRumors forums, but I’ll leave you to be the judge of that 😉

Welcome to the 1st tutorial in the Problem Reporting series which is aimed at providing advice when reporting problems with Apple products. This could include anything from a faulty key on the keyboard of your new iBook, to a bug in software provided by Apple on a CD you recently bought. The smaller problems can often prove the most frustrating to fix so it pays to follow a method of reporting that takes you right through to an appropriate solution.

2. Steps to Report a Problem

If you have a problem with an Apple product, whether it’s under warranty or not, your first stop should be Apple Technical Support. There are several ways to contact them, including some that are so new and different that you may be surprised to learn about them. Apple is very keen on making it easy for you to get in touch with them. But getting the problem solved to your satisfaction may take more than one contact with Apple tech support. And other solicitations for help (from well-meaning individuals with unknown expertise) may just make the problem worse. So it’s best to stick with the tried and true methods of obtaining help from Apple itself. Start by going to the Apple Support web page: [Link] This page will help you to find the answers you need, and if it doesn’t, it will guide you on speaking to a representative. Most of the company’s products now share a common support site, and several even have common forums, which may have solutions posted by fellow users. If you have an iTunes Store account or have registered Apple products in the past, you can try signing in with your Apple ID to save time. With luck, you’ll find a solution to your problem or an alternative way to accomplish what you were attempting. But if you need to speak with someone, you have the option of chatting online. This method can save time over waiting on the phone, as Apple’s chat support may be accessible when telephone support is busy. But you might not want to try this with a complex problem that is hard to explain by typing.

3. Contacting Apple Support

It is possible to provide support on the website, but half the time that’s only if you purchased said product or its software within the past 60-90 days. The best way to get support on any problem with an Apple product is to directly talk to a representative from Apple. The most convenient way to do this is to go to the Apple Retail store if there is one in your area and to set up an appointment to talk with someone at the Genius Bar. Customers can ask to speak with a specific type of technician related to their problem, but most of the time the “Genius” that you are speaking with will be able to solve your problem. The third way is to make a phone call to Apple. The phone number for technical support is (800) APL-CARE. This is the least desirable of the options, but it can be beneficial if there is not an Apple Store in the area. The phone line is available 24/7 and can be especially convenient when abroad.

4. Troubleshooting Tips

Problem: Computer will not turn on. Plug in the power adapter and check to see if the light is on. A faint light indicates a probable problem with the power adapter or a system board failure. You can try using another power adapter (make sure to use the correct one) to determine if it is, in fact, the cause. If the computer turns on with the new power adapter, it is safe to assume that the other power adapter is faulty. If the computer still does not turn on after using a new power adapter, you should bring it to an Apple Store. This will allow for a specialist to diagnose the computer more thoroughly. Alternate Suggestion: You can also try resetting the power manager by following the instructions located in knowledge base article #14449. Cause: Probable power source failure. Either the power adapter is not working or there is an internal power system failure. Solution: Use an alternate power source to diagnose if the problem is with the power adapter. If the computer turns on with a different power adapter, replace the old power adapter. If the computer still does not turn on, consult with Apple or an authorized Apple service provider for assistance.

5. Conclusion

The most noticeable aspect of the customer service for Apple is the technical support. The company has many ways of technical support available such as in-store appointment with a genius, personal conversation or phone support, and also online support features a live chat where you can get support from an Apple expert. These options are beneficial for customers who face technical issues with the product. They will be able to get the support they need without having to spend to purchase third-party technical support. However, for the most effective way of technical support from Apple, one requires either a valid warranty or is willing to spend for the company’s services. During my research, I had tried to get support from Apple regarding my iPhone which is out of warranty and had found out that most of the time the only support available for free was not very effective, and the company usually recommended me to purchase a service in order to rectify my problem. This shows that while there is effective technical support available from Apple, it comes with a cost, which is not very beneficial for customers who do not have a valid warranty. Over the years, Mac computers have suffered from poor hardware quality and software issues. To counter this, Apple has significantly improved its technical support with the introduction of the Apple Care online support feature for both in and out of warranty products, and in-store appointment with a genius. These highly effective support methods have greatly contributed to consumer satisfaction and trust in Apple products. In conclusion, the overall customer service experience for Apple is very solid and is an important guideline for the purchase decision of customers on product satisfaction and future products.