Hands on with Apple Express Lane troubleshooting
With almost zero fanfare, Apple rolled out a new troubleshooting service that ties your Mac, iPhone, iPod and iPad issue to related knowledge base articles, warranty status and AppleCare service tickets (cases), open or closed. It’s super easy to navigate and covers years and years of Apple products, providing an important resource for owners older kit, as well.
Gotta Mac, iPhone, iPod and iPad, or related software problem? Apple’s Express Lane might just have the answer you need.
Via a simple three-pane user interface — Product categories, My Products, Case Lookup — you can track down your problem. If you’ve still covered by AppleCare, setting up an appointment is pretty darned painless and Express Lane might suggest a phone session with an AppleCare rep or getting your hardware to an Apple Store for service.
For folks with out-of-warranty kit, Express Lane is a great step-by-step resource for tracking helpful knowledge base articles and Apple’s well-done “self repair” how to articles (i.e. RAM upgrades, hard disk replacement, etc).
“We urge everyone with an Apple product to head on over to the Support pages on Apple.com and check out what Express Lane is all about” — News.com.
Additionally, the My Hardware section lists all of the Apple products that you’ve registered, and what your service and AppleCare coverage options are available for those products. Just to underscore this point, it’s really important for you to register your stuff, so you get the service you’re entitled to.
Another nifty feature is the ability to do an Open Case lookup. That is, if AppleCare is looking into an issue or physically repairing a product for you, use Express Lane to find out the status without spending 10, 15 or 20 minutes on the phone.
Express Lane is a great self-starting way to get service from Apple. It’s not a one-stop shop for service, but it’s gonna get you pointed in the right direction, whether that means quality time with a Genius or doing a repair yourself…
What’s your take?