Using the AppleCare plan
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What is AppleCare
AppleCare is Apple's take on an extended warrantee. It takes the normal 1 year warrantee that comes standard on all of Apple's computers and makes it a three year warrantee with on-site servicing (of some sort). It is an additional cost (occasionally the ComputerConnection works out a special deal to build this into the cost of some of the computers they sell), but can be very valuable if anything does go wrong with your computer.
AppleCare comes in a distinctive red and white box, and includes a diagnostics CD that can come in handy. That same CD also includes a copy of TechTools that can sometimes repair a corrupted hard drive. Do note: many times when a hard drive becomes corrupted it can be an early sign that the drive is physically failing.
AppleCare also extends the usual 90 day technical support line out two the full three years. This is a nice feature that few people take advantage of. If you call them for technical support they will make a best-effort at helping you out of a problem with hardware or software. Apple software is really the only thing covered, but this is actually fairly unusual that a warrantee will attempt to cover software at all.
AppleCare is usually purchased at the same time you purchase your computer, but can be purchased directly from Apple anytime before the standard warrantee runs out (first year).
The last note is that you have to register your AppleCare plan'. If you do so immediately on buying the computer you will have a great experience. If you forget to do so, and only think of it when you need to use the plan, then you are in for a lot more work. Please see the Registering AppleCare and Post-Registering AppleCare sections.
What does AppleCare Cover
Generally AppleCare covers the normal range of things that standard computer warrantees cover. That usually includes everything you got in the box when you bought the computer, as you got it in the box. This is important because Apple specifically does not cover restoring your data in the case that they have to replace your hard drive or operating system. They are also not going to cover accidental or intentional damage (for example spilling coffee into your computer or dropping it).
If you purchased an AirPort Base Station or a monitor at the same time as you purchased your computer (same receipt) then that is covered as well.
Desktops
On a desktop the benefit of AppleCare comes down to two things: extending the coverage period to three year total, and allowing warrantee repairs to be done on-site. The latter benefit is the one to pay the most attention to. Normally you have to carry a computer into a service center, but if it is covered by AppleCare, and you ask for it, Apple will send someone out to your location to take care of the computer, usually within a couple of days.
But please note: To get on-site service you have to ask for it when calling AppleCare
Laptops
The main reason to purchase AppleCare on a laptop is that if anything goes wrong with the laptop outside of the normal warrantee period it will probably cost more to repair than to buy a new laptop. This is because most of the times repairs on a laptop consist of replacing one of two parts: the screen or the motherboard. These two items make up most of the cost of a laptop, and keeping the parts in stock for a number of years gets expensive.
With that in mind it is a very good idea to consider buying AppleCare on MacBook and MacBook Pros (and extended warrantees on laptops in general).
Note that laptop repairs are almost always done a centralized AppleCare facilities. Apple will send you a pre-labeled, pre-paid shipping box to put your computer in overnight, and then will ship it back to you. Often the turn-around time is about a week.
Monitors
Monitors can have their own AppleCare plan applied to them, but in most cases people are buying them with a computer, and the monitor should be registered on the AppleCare plan for the computer. Note that MacBooks (excluding the MacBooks Pros) and iMacs don't cover external monitors.
iPods
Apple also has an AppleCare plan that covers iPods. This plan is a bit different in that it only extends the warrantee to 2 years (not 3), and unlike the laptop plans this one does cover the battery (if it holds less than 50% charge). But it is important to note that Apple typically chooses to simply replace the iPod rather than service it, so if you send it in assume that it will come back without any of your music on it.
Registering AppleCare
If you bought the computer with AppleCare from Apple directly, then they have already enrolled you, and you have nothing more to do. Otherwise you will need your serial number from the computer (and monitor if you are also registering an external display) and the AppleCare Agreement Number from a card inside the red and white box.
Apple has made this process quick and simple to do online. To start the process simply go to [this web page] and walk through the process. You will need to either have or make a login with Apple, but once that is done the process should only take a minute or two. You will need the serial number off the computer and monitor (if you are registering an external display), but those can usually be found on the back or bottom of most computers (laptop serial numbers are often inside the battery bay).
Once you have registered the computer you are done. If you ever have a problem with the computer Apple will first ask for the serial number, and they immediately check to see if the computer is covered by a registered AppleCare agreement. If it is things get very easy.
Post-Registering AppleCare
If a computer was purchased with AppleCare, but it was not registered then you are in for a little bit of paperwork, and it will take a few weeks to get things setup. Here are the steps you need to take:
- First check to see if the computer is registered. You can find instructions here.
- You should try and find the AppleCare agreement that came with the computer and was not registered. This can be worked around, but it will be more time if you don't have this.
- Get a receipt from the computer's purchase. If you purchased from the CommputerConnection then you can request a duplicate from them, but be prepared for a bit of a process to find the original order. You should have this receipt in-hand before you proceed.
- You then need to call the AppleCare line (1-800-275-2273) and when tell the person that you want to "speak with the agreement admin". They will work with you to setup some paperwork, and finally give you a number where you need to fax your receipt to.
- A few days later the paperwork will be processed and you can call back to setup the computer to be serviced. You will probably not get notified about this happening, so need to check yourself periodically.
Checking to see if the computer is Registered
Apple has setup a system to allow you to check yourself if your computer is registered, and if so how much time is left. To check this go to [http://www.apple.com/support/] and navigate to the bottom of the page. Enter your serial number in the box below "About Your Support Coverage". If you need to check a lot of computers at once, there are ways of doing this, and you can find them by searching the web.
Getting Warrantee Repairs done
If your computer is covered by a registered AppleCare agreement, then to get service you just need to call the AppleCare support line (1-800-275-2273) and follow through the prompts. The things you will need to have in front of you:
- Your computer/monitor's serial number
- Your address
- Your phone number (in case you get disconnected)
- The steps you have taken to troubleshoot the computer
The support people on the other end of the phone will usually try to walk you through some troubleshooting steps, and once the problem is isolated they will setup a case for you.
Note: If you have a desktop computer you can ask for the on-site service. They will not necessarily volunteer this as the first option, but will provide it if asked.
And please remember that Apple does not take any responsibility for your data. They only guarantee that the computer will work just like it did when you took it out of the box. So backup your data before you send it out.
