service and support

Why on earth would anyone buy applecare from amazon.com? I mean, really, come on.

Be prepared to hear Apple's Service Representative tell you that, "Amazon is not an authorized reseller" and that you must fax them a copy of your sales/shipping document, and also fax them a copy of the enrollment number of the service plan along with its bar code (which is on one of the sheets of paper inside the "protection plan" package).

If you have a fax machine at your fingertips, I guess this isn't a really big deal, but if you don't, and if you are handicapped and can only walk with great difficulty, you might decide the whole thing really isn't worth the hassle.

Also be prepared to read your iPods serial number which is indistinctly, dimly, and microscopically etched into the backside of your machine. My tired, old eyes required my best magnifying glass with intense light to make it out, and even then I managed to mistake 2 Qs for Os on my first attempt.

On my first request for service I found the iPod representative to be pleasant enough, even affable; but, upon reflection I realized that other than to recite the things I must FAX to them, she hadn't so much as given me the time of day, let alone an answer to the question I had asked her.

Considering that this policy only extends the warranty for one year, it is expensive. Coverage for the iPod's biggest problem, its battery, is vague. Apple simply defines as non-defects some apparent battery problems, such as the fact that the battery drains very rapidly when the unit is not in use and turned off. Plus, the battery can drop drastically in usage time, and Apple protects itself by saying this: "Service coverage is available ... for battery depletion of 50 percent or more from original specification." What other company clearly states that precipitous product failure is not covered by either the original or extended warranty?