If you have not looked at the iPod Troubleshooting page, or the iSight Troubleshooting page, please do so before you request service. These troubleshooting suggestions have been prepared by AppleCare support engineers, and may resolve your issue without requiring a repair.
If you have looked at the suggestions on the troubleshooting page, and you still need to request product service, please follow the instructions below:
Select your product from the pop-up menu, and click Continue.
Product Info Window
You will be asked for three pieces of information about your product, (1) the serial number, (2) the date you purchased it, and (3) the type of service you need.
Type your products’s serial number in the text box.
Select the day, month and year you purchased your product.
Select a service request type from the pop-up menu.
When all the fields have been selected, click Continue.
Contact Info Window
The Contact Info window will be filled automatically from your Apple ID. Any information you change on this form will be used to update your stored profile.
Review Your Delivery Address. If the delivery address in Apple’s system is not the one you want to use during this transaction, please enter the new address in the Delivery Address field.
If the information on this page is correct, click Continue.
Note: Post Office Box numbers cannot be accepted. Phone numbers must be digits only and contain no spaces or punctuation.
Before you continue, you will be informed of your products warranty status.
If your product is within the limited warranty period, and the request for repair is within the terms of the warranty coverage, click the check-box beginning “My product is covered ...”
If your product has been accidentally or cosmetically damaged (dropped, scratched, or exposed to a liquid, for example) the repairs will not be covered by Apple’s limited warranty and you will be charged. You can avoid unnecessary processing delays by clicking the check box on the Warranty Status Confirmation page. If your repair is billable, you will be informed of the estimated cost and can accept or decline to continue with the request for repair. If, on inspection at our repair centre, the repair cost is different from the quotation, you will be informed before the repair is carried out. Click the check-box beginning “My product is not covered ...”
If you mark the wrong check-box and your product is subsequently determined by our repair centre to have experienced such damage, we will contact you before the repair is carried out. This will inevitably lead to delays.
Problem Info Window
From the pop-up menu, select an issue from that describes the reason for service.
Select “continuous” or “intermittent” from the pop-up menu to describe the frequency of this issue. This information is required.
Type a description of the issue into the text box (maximum 500 characters). This information is required.
Provide numbered and clearly defined steps to reproduce the issue (maximum 500 characters). This information is required.
What is the primary computer used with this product? This information may help us determine the cause of the issue you have described.
What is the serial number of the primary computer? This information may help us determine the cause of the issue you have described.
What version of operating system is used on the primary computer? This information may help us determine the cause of the issue you have described.
What version of iTunes or iChat are you using? This information may help us determine the cause of the issue you have described.
Check the box; this is required to let us know you understand that any data on this iPod will be lost during repair.
Check the box; this is required to let us know you understand that any accessories sent with this product will not be returned.
Check the box; this is required to let us know you agree to package the product according to the packaging guidelines.
Review Window
Full details of the repair appear for you to review. If you are satisfied, click Continue.
A request acknowledgment screen appears along with your dispatch number. You can use this number at our Repair Status page to check on the progress of your service request.
The enrollment number included in the agreement plan box.
Your Apple product serial number. See Using My Info for information on how to locate your computer serial number. In most cases, the serial number is located on the back, bottom, or inside a door or battery compartment of the product.
The date you purchased your product.
Follow these steps to enroll an AppleCare Protection Plan:
Click the Agreements link on the My Info menu page at Apple Support.
Click the Enroll an AppleCare Protection Plan link on the My Agreements menu page.
Enter the product and agreement information. You can also register coverage for an Apple-branded display if you purchased it the same time as your covered Power Mac or PowerBook computer.
Full details of the agreement enrollment appear for you to review. If you are satisfied, click Continue. Otherwise, click the “Back to Step 1” button and make the necessary corrections.
An enrollment acknowledgment screen appears, along with your agreement number.
How to Enroll a Premium Service & Support Plan Premium Service & Support Plan is available for Xserve, Xserve RAID or ASPK for Xserve or Xserve RAID. If you purchased an AppleCare AppleCare Premium Service and Support Plan, collect the following information before you start to enroll your agreement:
The enrollment number included in the agreement plan box.
Your Apple product serial number. See Using My Info for information on how to locate your computer serial number. In most cases the serial number is located on the back, bottom, or inside a door or battery compartment of the product.
The date you purchased your product.
If you are an Apple customer in the United States or Canada, and you’ve recently purchased the AppleCare Premium Service & Support Plan, you must review and agree to the Terms & Conditions prior to enrolling in the plan. Click here to view the Terms and Conditions.
If you are an Apple customer in Europe and you’ve recently purchased the AppleCare Premium Service & Support Plan, you will be asked to review and agree to the Terms & Conditions prior to enrolling in the plan. Click here to view the Terms and Conditions.
Follow these steps to enroll an AppleCare Premium Service and Support Plan:
Click the Agreements link on the My Info menu page.
Click the Enroll an AppleCare Premium Service and Support Plan link on the My Agreements menu page.
Enter the serial number and the enrollment information. Include any other relevant details in the available fields.
An enrollment acknowledgment screen is displayed along with your agreement number.
