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Old Jun 29th, 2009, 08:13 PM   #1
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AppleCare disappeared

I was just checking over my registration info for the family's macs, iPods, AppleTV, etc. I found that one of my macs is no longer showing an APP. I double checked and triple checked. I went back through my records and made absolute certain that this machine has a registered APP before calling AppleCare.

The person I spoke to at AppleCare was very polite but I got the feeling he didn't believe me at first. He told me there was never any record of an APP on file for this machine. Then I gave him the agreement number and he went off to his Level 2. He came back a few minutes later and said there was a database issue affecting the customer facing support site, which causes me to have a stock warranty displayed. I then asked why he couldn't see it either and he said that they use the same db there. I was assured that I have APP on this machine and that the issue would be rectified.

Has anyone ever seen or heard of this? Anyone want to check their own agreements and make sure they still exist?
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Old Jun 29th, 2009, 08:16 PM   #2
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This has happened before to some of my customers in the past. You're not the first victim. (Though in many cases, the customer has purchased AppleCare but some how thinks it registers itself...)
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Old Jun 29th, 2009, 08:16 PM   #3
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I even offered to send him the email confirmation I got back last year.
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Old Jun 29th, 2009, 11:05 PM   #4
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Quote:
Originally Posted by Lars View Post
This has happened before to some of my customers in the past. You're not the first victim. (Though in many cases, the customer has purchased AppleCare but some how thinks it registers itself...)
The apple care only registers itself when it is purchased with a mac from apple.
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Old Jun 30th, 2009, 06:27 AM   #5
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Bottom line: give Apple a call back in a few days, have the agreement number handy and they will get it sorted.
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Old Jun 30th, 2009, 09:11 AM   #6
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Quote:
Originally Posted by chas_m View Post
Bottom line: give Apple a call back in a few days, have the agreement number handy and they will get it sorted.
I hope so. When I tried to register again, it told me it was already registered. Still not showing though. I'm sure they'll get it sorted.
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Old Jun 30th, 2009, 07:02 PM   #7
 
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Thanks for the topic.

I decided to check out my registration and low and behold it's not there. Guess I'll give Apple a call and try to get this sorted. Good thing you made this topic, would of been more of a hassle finding this out if I ever had a problem.
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Old Jul 1st, 2009, 01:31 PM   #8
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A Quick update: Mine is still not fixed. I'll call them again tomorrow.

I'm glad I noticed this before repair work was needed. It would be a huge hassle to explain an issue to them while they were busy trying to charge me for the phone call
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Old Jul 1st, 2009, 01:45 PM   #9
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1:44pm ET
It is now back and showing on Apple Support when I log into my Apple ID. Looks like the issue is resolved.
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Old Jul 2nd, 2009, 11:57 PM   #10
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Originally Posted by ertman View Post
The apple care only registers itself when it is purchased with a mac from apple.
If you mean a Apple store or their website I got mine somewhere else but I bought AppleCare at the same time and everything was done for me.
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