About a month ago, Apple went through some website changes. First, they introduced their new Mac comparison page, where you can compare Macs to find which one is right for you. Secondly, they came out with something called Express Lane. This is basically Apple’s way of giving you some kind of online support. Will it be a success? Only time will tell. But for now, lets take a look at it and see what it does.
When you first get to the site you will be asked to select what Apple product you are looking to get support on. Choose a category, then get more specific and choose the actual product that you need help on. Once this is done, you will see the page below. If you have ever called Apple Support before, you will see a list of products that you have called on before. If it is related to one of these products you can choose them here.
The next thing you are going to do is to describe the problem you are having with your product. You are given a preset list of trouble shooting items to choose from. Once you find the item that relates to your problem, you are given a couple of choices. Apple will have some kind of trouble shooting guide that you can read and try and solve the problem on your own. Or you are given the option of calling support.
Now, if you decide to call Apple Support, if Apple already has your device on file, they will know if you are out of the phone support window or not. If you are not in the coverage window, then you are asked to pay for your call. If anything this is one of the things that I don’t like about Apple Support. They give you great products and make you pay a pretty penny for it, but they also make you pay for support, most times after about a year of owning their product. Granted, yes, you can buy Apple Care and not have to worry about this. But my thing is that if I am going to pay a good amount for an Apple product, I wish it would come with free support for the life of the product I buy.
Now when you decide to pay for your phone call or if your phone call is free, you are then asked to schedule your phone call. You can have Apple call you now, call you later, or you can schedule a time later when you want to call Apple. And that is pretty much it.
What makes me question this new site is will people actually use it or will they still just call Apple Support? For me, I know if it is a problem that I cannot find the answer to on the internet, I am going to call Apple Support instead of going through this site. But that could just be me. What do you all think out there? Is this a welcome addition to Apple’s site or a waste of time?