In a recent announcement, Apple Computer said that it is changing its support policies to be more like Microsoft's. Under the new policies, effective immediately, free support is available via the Web, via Apple's automated phone response system, and via the Apple Support Line for the first 90 days. However, support calls to the Apple Support Line after the first 90 days now cost $35 per incident (which might mean multiple calls). In fact, only the per-incident charge of $35 is new; support changes we reported in Apple Revamps Support Options (TidBITS 380) in May would seem to remain in effect, including the more-economical $69.95 Apple Support Line - Level 1 option, which pays for 10 incidents within a year. Given Apple's financial woes, the move is neither surprising nor unusual. More confusing is the crediting of the policy to Microsoft, as Steve Jobs did, "Adopting Microsoft's $35 per call support policy will enable us to do an even better job of supporting our customers." Why associate the move with Microsoft's support policies, which aren't considered to be especially enlightened?
Use VirusBarrier X6 to Find Internet Traffic Paths
Need to find out who owns a domain name, or where your traffic is being routed? VirusBarrier X6 has a number of network monitoring tools, including a built-in Whois search tool, and a Traceroute feature. If you use the latter, you can even display a map after the traceroute has completed, showing exactly where in the world data passes between your Mac and a selected IP address.
- Apple Revamps Support Options (19 May 97)