Imagine this scenario: Your work computer fails to start, and you decide to have it inspected and fixed by an IT service. Perhaps you securely package it and send it off via your local UPS, or you might bring it into the office to pass it onto the appropriate person. Your computer then vanishes for several days, while you hope that a) the issue gets resolved and b) it returns to you intact. Given that this can be a little unsettling, we thought it might be comforting to provide a brief overview of what our hardware service process looks like.
Corporate Clients
Every day, our ComputerCare drivers set out to collect all the devices needing repair at our clients’ business premises. These devices are then transported back to our main facility, assigned a work order number, and added to the client’s account with us so they can monitor their device’s status throughout the repair process.
All devices awaiting repair are arranged in our ‘diagnostic cage’ in the order of their arrival. This cage is a secure, lockable rack similar to what you might find in a bakery. At the start of their day, our technicians visit the diagnostic cage to select the device that has been waiting the longest for repair. After cleaning the device and diagnosing the issue (typically a 2-4 hour process), if the repair falls under warranty, they promptly order the necessary parts. If it’s an out-of-warranty repair, they send a repair quote to the client for approval. Once a device is fixed, it is cleaned and disinfected, moved to a ‘completed cage,’ and delivered to the client the following morning by our drivers.
Once the parts arrive, the repair process takes no more than five days, enabling the fixed devices to be returned to the business or shipped back to you within 8-10 days from when we picked up or received the device at our office. You can track the entire process via our online customer portal, providing additional reassurance.
Retail Customers
Individuals in the San Francisco Bay Area seeking personal service for their Apple or Lenovo device can expect the same efficient procedure. A senior technician begins by diagnosing your device, allowing you to receive a quote if the repairs are not covered by warranty. Once you’ve given your approval for the service, the technician adheres to the same protocols mentioned above to complete the repair, and sends you an email notification once your device is ready.
