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Apple moving Beats Electronics technical support wholly in-house, replacing outsourced support

Apple is in the process of winding down Beats Electronics’ outsourced phone support ties and moving technical support completely in-house via AppleCare, according to sources. Beats Electronics phone support is currently split between Apple and Sitel, a customer support outsourcing firm, and Apple is aiming to completely end that relationship as soon as March. Apple cut several Beats jobs in July following the acquisition. Sitel employees have confirmed that they will be moved to new technical support positions for other companies, and AppleCare employees similarly confirmed that Beats support will soon be handled completely internally. Apple acquired Beats Electronics and Beats Music in May 2014 for $3 billion, and sales transitioned to the Apple Online Store in August. Apple Store Genius Bars began servicing Beats products late last year.

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Comments

  1. Taste_of_Apple - 9 years ago

    Good news. I don’t own a pair of Beats, but I have heard that their customer service was great. My own experiences with AppleCare have been great as well, so hopefully there isn’t any decline in customer service.

  2. Lars Pallesen - 9 years ago

    I have yet to understand why Apple bought Beats. None of the explanations I’ve heard so far – including Tim Cook’s, seem to make a whole lot of sense.

  3. yandexmail - 7 years ago

    I am thinking about buying a pair of Beats but I was concerning about tech support, but now I am convinced Thank you