50% of Apple users can't manage AppleCare thanks to outage

A handful of Apple services were experiencing issues, which included an outright outage affecting AppleCare on devices that impact 50% of users.

Starting at 6:21 p.m. EST Tuesday, Apple Business Essentials, Apple Business Manager, and Apple School Manager started experiencing issues that may impact users. These services had already experienced an issue earlier Thursday from 9:12 a.m. to 10:33 a.m.

AppleCare on Device started experiencing an outage at 7:00 p.m. Tuesday that affected 50% of users. This system is used to show users if AppleCare is available, provides a method to purchase AppleCare for some time after buying a device, or to cancel an existing AppleCare plan.

The AppleCare outage ended at 9:10 p.m. EST. The other issues with Apple Business Essentials, Apple Business Manager, and Apple School Manager ended at 9:43 p.m.

Apple hasn't provided a reason for the issues and outage or a restoration timeline. Users will have to be patient and wait for restoration to be complete.

Update October 15 at 10:15 p.m.: Text updated to show AppleCare outage and other issues resolved.

4 Comments

s.metcalf 963 comments · 21 Years

About 1 month ago

AppleCare is a shambles without outages!

My phone’s Theft and Loss care is about to expire and I wouldn’t know how to renew it. I tried to renew my 2019 MacBook Pro (bought in 2020) after 4 years of coverage and it didn’t let me. Apple Support couldn’t tell me why and then promised to send me links that did nothing to explain or help. So now I’m stuck without insurance on that machine. A little transparency would be nice. I prefer the old way without all this subscription stuff. It’s been a nightmare to manage AppleCare as a subscription. Maybe that’s the point.

And you should be able to rejoin AppleCare (for instance, if you want to sell the computer and provide the buyer some assurance) if it passes Apple Hardware Test and inspection at a retail store. My 2019 16” has been well looked after and it shouldn’t have to be thrown away if (or when) a minor part breaks that Apple says is too expensive or impossible to repair. I thought they were supposed to be a green company. But now I’m stuck with that likely eventual outcome and a dismal resale value because of Apple’s opaque and constantly shifting AppleCare insurance policies.

OctoMonkey 332 comments · 4 Years

About 1 month ago

I am at the point of not even seeing a reason to purchase AppleCare. I purchased a refurbished 2019 Mac Pro directly from Apple last year and submitted it for a basic warranty claim (within the 1 year of purchase). Apple does not have the part to repair it and now I seem to be stuck with a $4,700 bill and no computer. What would AppleCare have done for me other than give Apple more money out of my pocket, and still no computer?

Marvin 15335 comments · 18 Years

About 1 month ago

OctoMonkey said:

I am at the point of not even seeing a reason to purchase AppleCare. I purchased a refurbished 2019 Mac Pro directly from Apple last year and submitted it for a basic warranty claim (within the 1 year of purchase). Apple does not have the part to repair it and now I seem to be stuck with a $4,700 bill and no computer. What would AppleCare have done for me other than give Apple more money out of my pocket, and still no computer?

It's an unfortunate situation with soon-to-be obsolete hardware. If Apple stopped making the parts, there's not much they can do. At least older hardware tends to come down in price to get parts from:

https://www.ebay.com/itm/364849305628
https://www.ebay.com/itm/365052485572

https://www.dvwarehouse.com/apple/parts.html?year=5460

Apple could have a partnership with 3rd party stores that sell parts when they run out. It's better customer service to offer a used part than no part at all.

OctoMonkey 332 comments · 4 Years

About 1 month ago

Marvin said:

OctoMonkey said:

I am at the point of not even seeing a reason to purchase AppleCare. I purchased a refurbished 2019 Mac Pro directly from Apple last year and submitted it for a basic warranty claim (within the 1 year of purchase). Apple does not have the part to repair it and now I seem to be stuck with a $4,700 bill and no computer. What would AppleCare have done for me other than give Apple more money out of my pocket, and still no computer?

It's an unfortunate situation with soon-to-be obsolete hardware. If Apple stopped making the parts, there's not much they can do. At least older hardware tends to come down in price to get parts from:

https://www.ebay.com/itm/364849305628
https://www.ebay.com/itm/365052485572

https://www.dvwarehouse.com/apple/parts.html?year=5460

Apple could have a partnership with 3rd party stores that sell parts when they run out. It's better customer service to offer a used part than no part at all.

What Apple can do is offer a refund. They happily took my money for the sale, but are now refusing to honor the warranty. At this point my best option would seem to be small claims court and sue Apple to recoup my money. The computer has been at the Apple store for over three weeks, I have heard nothing from them in over a week, and the computer is now no longer even listed as in for repair... Apple has effectively purged the repair from their system - although they still have the computer. Now that is what I call an excellent business practice! Take the money and keep the product.