Please note that that if you have AppleCare support contract and expect support, Apple now has a policy of refusing support or assistance with any issue unless you have the latest version of the operating system installed on your device. Per their agreement:
2.3 Current Release. Unless otherwise specified, Customer must ensure all Supported Products have the latest operating system version and software updates installed.
This means that unless you have the most current OS version installed on your device, Apple has the right and will refuse to provide support for your device unless you upgrade to the latest OS version, even if it has been just released and still may be buggy or has removed features you currently use despite the fact that the OS you are using is still supported with operational updates, enhancements, bug fixes and security updates or you wish to report a bug.
I invite you to consider this if your intent for purchasing AppleCare is for technical support for your device issues.
In my case, I have an issue with Apple Contacts which is likely a bug. Apple Senior Support refused to discuss it, let me demonstrate it or provide any level of support unless I was willing to install macOS 15.0. which was released in the last 48 hours.
That might be the only exception which technically isn’t since you are working with the latest version. So the bottom line of all of this is unless you are using or working with the latest version the only thing that AppleCare will legally cover or provide support for is a hardware failure.
There’s no reason to purchase AppleCare for tech support because any Apple customer can call Apple for support regardless. I don’t know why the AppleCare page maintains the fiction that complimentary support is limited to 90 days when it’s patently not the case. Just start at getsupport.apple.com.
Although I can’t comment on your specific situation, I would be surprised if it were a blanket policy that Apple would support only the most recent versions of its operating systems.
Apple will provide support for the then-current version of the supported software, and the prior Major Release. For purposes of this section, the term “Major Release” means a significant version of software that is commercially released by Apple in a release number format such as “1.0” or “2.0” and which is not in beta or prerelease form.
Just because they say they support the prior major release does not mean that they’ll go back and fix non-security related bugs in older versions. Apple’s behavior has been that the latest major version gets the bug fixes, and that the 2 prior major versions get whatever security-related fixes Apple deems necessary according to how severe the problem is.
We’re talking about calling for tech support here, not fixing bugs. Apple’s policy regarding changes to non-security changes to older versions of operating systems (they don’t) has been in place for many years.
@ace - agreed. But the OP also indicated that he thought it was a bug. Hence the dreaded “upgrade and see if the bug still exists” response that the OP got.
I get the impression that AppleCare is more useful for hardware issues than software issues.
It took them 3 years to fix a macOS bug on my MacPro 7.1 Desktop that came with Catalina. They finally fixed the shutdown issue that was crashing my machine in Ventura after 800 hours of my time troubleshooting, 100 hours on phone support, replacing the machine which did not resolve the issue, and so many erase and reinstalls on multiple drives and that I lost count. So yes the do fix bugs from older versions -sometimes eventually and the bug was not security related.
You are sort of correct. However as the paragraph states in fine print somewhen in the middle of a multipage agreement, on if the support is related to the currently released version or not software related. Unfortunately I get the impression that most are unaware of this or their might be lower sales of AppleCare.
As for your 2nd paragraph, that is exactly what the agreement states except it leaves off the (s) in version. From the AppleCare agreement:
2.3 Current Release. Unless otherwise specified, Customer must ensure all Supported Products have the latest operating system version and software updates installed.
This legally means that unless your Mac is currently running the just released macOS 15, you no longer are qualified to contact AppleCare Support for software support issues
I’d say that a large porportion of AppleCare signups, as with other extended warranty programs, are made by people who want to be protected from repair costs and don’t mind paying in advance for coverage that may not be used. So I don’t believe publicizing details of the AppleCare terms and conditions, even on a media outlet with a mass audience, would have a noticeable effect on AppleCare subscription numbers.
A related situation is found with the licensing agreements for software and the user agreements for social media. Even when people read these contracts (rare) and see the egregious terms, they still buy and sign up. The desire for the product or service outweighs the known disadvantages.
Likely sort of true, but my recent experience has been that unless you are running the latest version they won’t let you report bugs and provide support to document them. Historicaly my experience has been that they allowed bug reporting a few version back for versions that they were issuing bug fixes on as they were still fixing bugs in Big Sur when Ventura was introduced but not in Catalina or Mojave. Then again I am under the impression that many skipped Monterey as it had a reputation for memory leaks and other serious bugs. I most certainly did and finally went to Ventura from Big Sur when it became stable.
BTW: I have physically visited all the places in California that MacOS has used for their versions since Sierra. Not on purpose because Apple has chosen their names but just because they are great places to go to. In fact when I was a youngster I visited Catalina on the Great White Steam Ship and actually met the official greeter of those times in the 50’s. They used his image on the containers of Mr. Clean. His name was Duke Fishman. FISHMAN, Duke - Islapedia He also appeared in lots of movies.
I did travel once through the Mojave Desert. My father worked there at Ridgecrest for the Government. Area 51 is also located in that Desert. So is the LA regional national airport and the commercial aircraft storage yard in Mojave is just north of Palmdale where old surplus aircraft go to die as the high temperatures and low humidity preserves them.
My late wife and I spent some vacations in Big Sur and Monterey staying at the Martine Inn, Ventana Lodge and the Post Ranch Inn.
I was just south of Sonora last week on my way to the Eastern Sierra for flyfishing last week. Sonoma is in the heart of Napa Valley and wine country. Some of the more known national brands are Sebastiani and Buena Vista which is owned by the Disney family. The area is about an hours drive from me other than commute times.
I am replying from Australia. Our Australian Consumer Law does not let Apple Australia get away with such a policy. Our regulator assumes that personal computers have at least five years lifespan (and there’s much evidence to support this position) that vendors cannot ignore. The OS sold with the computer is assumed to be supported by the vendor over that lifespan whether or not newer OS versions have been issued.
Essentially there is no need to buy Apple Care because of our consumer law. It overrides any offerings by, or conditions of, vendors. It doesn’t matter what Apple HQ says.
Apple was also a much smaller company then. Almost every tech support person (on the phone or at the Genius Bar) was a bonafide expert. In my experience, nowadays the typical Apple support person has minimal training and has to look up the answer to almost any non-trivial question. What can you do?
I was watching Stephen Cobert the other night. He refereed to the Genus Bar as the Pen*s bar. I am not making this up and surprised it was not censored.
Anyone signed up for the public beta or a developer account can use Feedback Assistant to report any bug they want. That’s not to say bug reports for obsolete versions will get looked at, though.