I was looking for install discs the other day for my MacBook Pro and couldn't find them. So, I decided to try and use this "Speak to an Apple Expert" program to order new ones.
I started at this link. It first asked me to enter my Apple ID, and then enter the serial number to the product in question. It started asking me some basic questions with answers you select from a drop down menu. After answering about four questions, a window came up telling me I was out of my complimentary 90-day phone support and would have to pay for the call; but it also asked me why I thought I shouldn't have to pay for the call, with a drop down menu of answers. One answer was that my product was recently repair. I recently had my fans replaced, so I selected that answer.
Next, a calendar-type window came up with dates and time you would like Apple to call you. Time was programmed in 15-minute intervals. I selected 1:00PM. A confirmation page came up with the date & time I selected, along with a confirmation number. I also receive a confirmation email with the same information.
About 1:04PM today my phone rings. It's a recording from Apple asking me if I want to talk to an Apple Expert now or reschedule the call. I hit #1 key on my phone to talk to the Expert and a cheerful-sounding young gal answers the phone. She asked me what she could help me with. I explained to her I misplaced my install discs and was calling to see if I could order new ones. She said, "sure," and proceeded to ask me what operating system I was running. She looked my computer up and said their were two discs listed with 10.5.5 on them. That's the newest system she could give me. I believe that's what came on this computer when I received it. Anyway, she ordered them for me and billed my debit card a little over $30.00 with the tax. She said they would be here in two weeks or less.
All-in-all, using the new "Speak to an Apple Expert" program turned out to be a pleasant experience. I recommend you give it a try sometime. At least you won't have to sit on hold waiting to speak with someone.
