Earlier this year, Apple launched Express Lane, a support site designed to help consumers diagnose problems with Apple products through category selection. With an Apple ID, visitors could also see a list of their registered products and get help with common issues, as well as look up repair cases. Now, Apple has taken the idea of customized help a step further with the My Support Profile website.
Logging onto My Support Profile for the first time with your Apple ID, you’ll immediately see a list of all support activity between you and Apple, from phone calls made to repairs taking place, as well as a list of registered products. You will also see your contact information, and if you live in the U.S. or Canada, an option for VoicePass.
VoicePass matches a phone number with your product information, so when you call Customer Support you won’t have to go through the process of identifying which product you’re calling about. You can also communicate with Apple Support via SMS, presumably for repair updates.
If you’re like me, you may be surprised at how many Apple products you’ve purchased, as listed by the new Support Profile. I found every single Apple product (18) I’ve bought going back almost a decade, though a few were gifts that apparently weren’t registered by the recipients. Besides serial numbers, each device can be given a “nickname,” and the page for each product contains tabs for warranty details, case and repair activity, and support resources. There are also links for calling support or scheduling a repair. Of course, you can also register any product not listed.
Overall, My Support Profile improves the Apple support experience, which is already rated as industry leading. Hopefully, future improvements will make the site more interactive, possibly through the introduction of live text chat or support account e-mail links. An option for FaceTime or Remote Desktop from Apple’s end would be even better. Nonetheless, My Support Profile makes technical support a less painful experience for customers, and that’s always a good thing.
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