Apple has launched a completely revamped Apple Support Site for their products, the first indication of an improved and streamlined support process coming from the company. The new site which is available in multiple countries, allows iPhone, iPad, Mac and really anything Apple related users to troubleshoot issues to sort out how to resolve the issue or to schedule help with the device. That help could be sending in a device for repair or by making an appointment at your local Apple store.
The site is the first step in a process that Apple is going through to provide more direct support and leveraging the Apple
Stores for a first line of defence on customer support. More and more repairs will be done inside the local stores in the effort to save money on the repairs but also to provide a quicker, more positive customer experience.
The Apple Support Site offers 24×7 chat for customers to chat with an Apple representative to help troubleshoot an issue and in my testing of it this morning, was quite responsive. That said, the troubleshooting steps on the site are very good and it is likely you will not need to chat with anyone.
Apple is also widely expected to change the AppleCare program to be a per-user model rather than a per device model.
To check out the site, go to https://expresslane.apple.com/GetproductgroupList.action and go through the step-by-step tool to troubleshoot a problem on your device or product.