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Apple opens up Express Lane troubleshooting system

updated 09:20 am EDT, Tue September 14, 2010

Some options limited to gear under warranty

Apple has quietly deployed Express Lane, a new web-based troubleshooting system. The service attempts to streamline problem resolution by funneling people through categories. After selecting "iPod," for example, people can then pick a model such as the iPod touch, and one of several issue categories, such as "Mail & Connectivity" or "iTunes Store, App Store or iBookstore."

Some categories require entering a serial number however, used to determine warranty coverage and get people in contact with different support teams. Charges may potentially apply for help outside of warranty. The website also lets users see which products they've already registered, or look up case information if a problem has already been logged with Apple tech support.

by MacNN Staff



  1. IxOsX

    Joined: Dec 1969


    I liked

    This flexibilize a lot the contact WorldWide, about complains or problem debugs.

    I loged in with my account, all my Apple products where there, and for my iPhone 3G, I just had to enter the serial and there it is.

    For long time I feel, these kind of contact link, was one of the things that was missing on Apple support online. I just had a quick look there, but looks to me a good potencial tool for Apple comunicate with all their world wide customers. As a customer I like the solution. Now lets see how they use it.

    I just liked to see this link more explicit on every country Apple support webpage, in the future.

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