[UniMacTech] Fwd: Important changes to your Apple warranty

[Adrian Smith]

Dear all,

This is frankly appalling.

Apple should be increasing the value of their warranty offering not  
decreasing them... I don't believe AppleCare adds anything but expense  
to most "enterprise" or "education" purchasers. Certainly none of our  
users need the added extra support of AppleCare as they have on-site  
support from our IT staff.

We already have trouble justifying the extra cost of Apple hardware,  
having to factor in the extra cost of AppleCare to get system  
comparable to the "enterprise" systems from HP/Dell/Lenovo will push  
many of my users over the edge. Those companies (or Dell at least) not  
only reasonable on-site service but also reasonably priced "accidental  
damage" coverage - that is direction Apple should be heading not the  
opposite!

What can be done to convince Apple of the folly of this move?

Apple should also be ashamed of the timing of this announcement (5pm  
on Friday!). I hope the phone run hot for the all reps on Monday!

Regards,

Adrian Smith
Centenary Institute, Sydney, Australia


Begin forwarded message:

> From: Contracts <contracts at asia.apple.com>
> Date: 26 June 2009 5:01:19 PM
> To: Kristel Salmon <contracts at asia.apple.com>
> Subject: Important changes to your Apple warranty
>
>
> Important changes to your Apple warranty
>
>
> Hello,
>
>
> Apple continually looks for ways to improve the experience for our  
> enterprise customers to buy, own and care for their Macs.  One  
> important area we've been looking at recently is warranty and post  
> sale support.  To this end, we're bringing about important changes  
> that will affect you.
>
> The TriCare 3 year warranty that has been included with your  
> hardware purchases to date is a 3 year, limited hardware warranty  
> that does not cover the operating system or any Apple installed  
> applications.  Nor does it allow you a direct relationship with  
> Apple’s team of support specialists and engineers.
>
> Tricare will be replaced with Apple’s standard 12 month warranty  
> from 1 September, 2009.  After that date it will no longer be  
> available.  However, you will have the option to upgrade your  
> support from a range of new customer support products.
>
> Our standard 12 month warranty provides an initial 90 days of  
> telephone support covering every aspect of your Mac including Apple  
> installed applications, with the remaining nine months covering  
> hardware repairs.   With Apple’s hardware, software and operating  
> system being so tightly integrated, a single point of contact within  
> Apple with access to our global network of people and resources will  
> allow for your technical issues to be addressed in the most  
> efficient and satisfactory way.
>
> Should you wish to extend the duration of the support provided by  
> Apple, the best solution is the AppleCare Protection Plan (APP).
>
> APP provides you with comprehensive hardware, OS and software  
> support that can diagnose and resolve most issues over the phone.   
> Delivered by Apple support staff, it covers your complete system, is  
> more efficient and ultimately delivers a far superior customer  
> experience.
>
> The AppleCare Protection Plan also covers your product for three  
> years.
>
> The existing TriCare warranty will continue to be included with any  
> new hardware purchase you make between now and the end of August  
> 2009.  And naturally, your existing TriCare entitlement from  
> previous purchases will continue to be honoured for the balance of  
> the warranty period.
>
> As a result of these changes we have revised our Terms and  
> Conditions of Sale.
>
> Notwithstanding clause 10 of your existing Agreement with Apple, it  
> is necessary for us to terminate those Terms and Conditions of Sale,  
> effective 31 August, 2009 and replace them with a new set.
>
> To review the new Terms and Conditions, please go to our Contracts  
> web site.  You have the option to download the document for your  
> physical review or you may elect to review and agree to the new  
> terms, choosing to submit your acceptance online with no paperwork  
> involved.
>
> Should you have any questions relating to this matter or require a  
> hard copy of the new Terms and Conditions, please email me at contracts at asia.apple.com 
> .
>
> Should you have any questions concerning AppleCare or additional  
> Apple branded support offerings, please contact your account manager  
> or the Education team at Apple via email or telephone.  Their  
> contact details are enterprise at apple.com.au and 1300 552 024.
>
>
>
> Yours sincerely,
>
> Natasha O’Brien
>
> Contracts Manager
>
> Apple
>
>
>
>
>
>

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