What is the reality of Apple's unknown 'onsite repair service'?
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To receive Apple's official repair service, in addition to bringing your malfunctioning product to a store or shipping it, you can also receive an on-site repair service in which Apple will dispatch a technician. Matthew Duggan , who worked as a technician for this on-site repair service, talks about how it works and his experiences.
Fixing Macs Door to Door
https://matduggan.com/fixing-macs-door-to-door/
If you check the introduction page for Mac services of Apple's product warranty service 'AppleCare +', there is an item called 'on-site repair of desktop computers', indicating that the company offers on-site repair services. Mr. Duggan has been working in Chicago since 2008 as a technician for this on-site repair service.
Mr. Duggan did not work in an office provided by Apple, but instead worked in the form of ``receiving repair parts shipped from Apple's support team and traveling to customers using public transportation.'' About. Mr. Duggan's salary was $25,000 a year (approximately 3.6 million yen) plus repair fees, and he recalls that he could not be called a high salary in Chicago at the time.
Mr. Duggan's relationship with Apple's headquarters is weak, and he said that he would not receive any special notifications as long as he secured a certain level of customer satisfaction. Although Apple provided repair guides and internal diagnostic tools in PDF format to on-site repair service technicians, it did not provide the same kind of ``customer service training'' that Apple Store staff receive.
Mr. Duggan said that while working as an on-site repair service technician, he had unusual experiences such as ``working on repairs at a celebrity's studio'' and ``encountering a Mac robbery.'' Mr. Duggan recounts the episode from that time in detail.
Repair work at Oprah Winfrey's studio
Mr. Duggan has experience doing repair work at the studio of Oprah Winfrey, who was the host of the famous talk show '
Most of the studio's employees are women, and Mr. Duggan was reminded, ``Even if you meet Oprah, please act normally. Please do not ask for commemorative photos or autographs.'' Mr. Duggan ended up repairing an iMac at the studio.
When Mr. Duggan finished replacing the iMac's storage, memory, and Wi-Fi module, Mr. Winfrey entered Mr. Duggan's room with a female staff member. Mr. Winfrey seemed to be talking about the shooting schedule, etc., but Mr. Duggan reflexively hid under the desk and avoided eye contact. After Mr. Winfrey left the room, the female staff member who was with her looked at Mr. Duggan with an expression that said, ``Can you believe you can meet Oprah?''
by Alan Light
◆Encounter with Mac robber
On-site repair service technicians were sometimes dispatched to schools and other locations to perform maintenance on hundreds of Macs. One day, Mr. Duggan was assigned to repair a Mac at a public school in one of Chicago's most unsafe areas.
After completing the repair, Mr. Duggan packed the large number of broken parts removed from the Mac into an 'empty iMac box' and headed home. When Mr. Duggan was waiting for the bus at the bus stop, a man approached him. Although the man did not have a weapon, he threatened Mr. Duggan and demanded that he hand over his iMac. Mr. Duggan, who felt that he was in danger, gave the man an ``iMac box containing a large amount of broken parts'' as requested.
Mr. Duggan was able to leave the scene before it was discovered that the contents of the box were 'broken parts,' but since the broken parts were meant to be sent to Apple, he had to explain the robbery to Apple. The need arose. When Mr. Duggan consulted with an Apple representative about the robbery damage after returning home, he was told that ``parts that were robbed will be treated as 'lost,'''' and ``The robbery damage will not affect Mr. Duggan's reputation.'' He was told. A few weeks later, Mr. Duggan received the following notepad from Apple. Mr. Duggan said, ``The robbery damage and the gift of the notepad may be unrelated,'' but he recalls that the timing of sending the notepad was too strange.
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in Hardware, Posted by log1o_hf