Welcome to AppleCare Support How To

[Updated: 2004-02-18]

How to use Apple's Support pages

AppleCare continually revises and updates the AppleCare Web site.

The Apple Support home page and Knowledge Base require JavaScript to operate correctly. Apple ID, Discussions, and the Knowledge Base also require that cookies be turned on in your Web browser.

Highlights of the AppleCare Service & Support Site

AppleCare introduced several enhancements to the Apple Support Web site. These include:
  1. Apple ID
  2. My Info
  3. Knowledge Base
  4. Discussions
  5. Product Support Pages
  6. Customer Installable Parts "How To"
  7. Product Packing Instructions

1. Apple ID

An Apple ID account is a secure ID that enhances your Apple online experience.
Read Your Apple ID Account to learn more about Apple ID and get instructions on how to create an Apple ID account.

2. My Info (My AppleCare)

The My Info link appears below the "Hello..." message on the Support Home page and product support pages, such as Mac OS X. My Info gives customers in the USA and Canada the ability to view and update their mailing address, telephone number, email address and Apple ID. Customers can also view registered products, agreements, previous cases, and check the repair status of an Apple product. All of the My Info information is pulled from the CRM (Customer Relationship Management) system that Apple's phone agents use.

3. Knowledge Base

AppleCare is constantly improving the Knowledge Base. Knowledge Base content focusses current products, roughly from the introduction of the first Power Macintosh G3 computer in November, 1997 to the present. We invite you to submit feedback on the content, the interface, and on any issues you may encounter (technical support is not provided through feedback). Please use the feedback links to submit your views, ideas, and suggestions. Due to the expected volume of suggestions, we regret that we will not be able to reply, but we will read and act upon feedback submitted to us. Your views and suggestions are important to us.

The Knowledge Base requires JavaScript be enabled in your web browser preferences.

4. Discussions

Apple Discussions, launched in August, 2000, have grown rapidly in usage and features. The main features include personalization, subscription capabilities and email capabilities. For information on how to use Discussions, please visit the Discussions Help Page. Cookies should be enabled and an Apple ID account is required if you would like to contribute to the discussions.

5. Product Support Pages

The AppleCare support Website includes an individual product support page for currently shipping products. The features of this consolidated one page design include:
  • Links to download important product specific software updates.
  • Links to product specific Knowledge Base documents.
  • Links to product specific resources on Apple's website and third party websites.
  • Direct access to search Apple's Knowledge Base of technical information
  • Links to product specific topics being discussed by other users
  • Customer installable parts instructions (some movies).

    • In addition to the product specific features mentioned above, each support page provides direct access to sign-up for an Apple ID, view My Info, register your Apple product, enroll your AppleCare Protection Plan and more.

    6. Customer Installable Parts Procedures

    Customer Installable Parts procedures are available in html, PDF and QuickTime Movie formats; the PDF files are available in several languages.

    7. Packing Instructions for Apple Products

    If you need to ship your Apple product for repair, a move, or another reason, please read or watch our packing instructions.