Friday, May 20, 2005, 12:00 pm PT (03:00 pm ET)
Apple appoints new chief of AppleCareApple Computer has appointed a new vice president to head its AppleCare customer service and support division, AppleInsider has learned.
According to sources, the Cupertino, Calif.-based company in recent months named Bill Frederick its new Vice President of AppleCare.
Frederick replaces former AppleCare chief, Mark Wilhelm, who was reportedly "let go" from the company back in November.
It's believed that Frederick originally hails from Adobe, where he was said to have been a colleague of John Brandon, who in 2001 also accepted a position at Apple as vice president of the Americas and Asia Pacific.
Sources believe Frederick joined Apple around the same time as Brandon and originally oversaw the company's relationship with Ingram Micro — one of two major US distributors of Apple products. Additionally, he was said to have a part in re-igniting Apple's Value Added Reseller program.
Frederick's promotion to the top Apple support position came amongst a major restructuring to AppleCare. Near the end of 2004, Apple began downsizing its local call centers in favor of outsourcing more of its customer support to locations in India, Holland and the United Kingdom.
As one of his first orders of business as AppleCare VP, sources say Frederick was responsible for finishing a project code-named "Omega Pac," which rolled out GSX, SAP, WSS, and Omega PS8 enhancements for the Pacific countries.
Sources say part of Frederick's team has now been asked to establish more on-site services by leveraging the company's Consultants Network, which helps promote Apple's retail stores while competing directly with traditional Apple resellers.
Know of any recent Apple hires or departures? Share your knowledge with the AppleInsider community by dropping us an e-mail.
On Topic: General
- Apple CEO Tim Cook says privacy talks with Chinese government were 'very open'
- Former Apple exec Ron Johnson wants to make online shopping personal with new startup 'Enjoy'
- Apple says its 'ambitious' sapphire manufacturing process is 'not ready for production'
- GT Advanced to exit sapphire production business, Apple to recover $439M prepayment over 4 years
- Christian Bale confirmed to play Steve Jobs in upcoming biopic, to start shooting soon