Glad to see this done right. I have been cheering for this, yes, exactly this implementation for any self service iPhone repair program. I am glad Apple didn’t cut corners.
People should see that Apple does indeed promote proper repair of every device needing service, back to the original spec.
When the iPhone came out in 2007, Apple did not let us make any repairs - all we offered was a full unit swap. Obviously this is not sustainable.
By moving repairs in house, it required a lot more people to handle the volune of devices needing repairs - and quickly! Apple only let Geniuses repair devices at first, and I hear they have since added a midlevel position service specialist role.
I have worked for Apple in 5 States, from (at the time) 2nd busiest Genius Bar in the world, to your local Suburban Midwestern Malls. Regardless of whom repairs a phone and where, the nature of the business would cause tradeoffs I don’t really feel comfortable going into detail over, so instead I will give my take on why I will just elect to do it myself:
Data. I dont have to wipe phone before checking it in for repair if I want my data safe. I would wipe my phone if its a hardware issue, if possible. I have seen wandering eyes in attractive customers’ Photos, celebrities’ phonebooks veered at, yes even have seen a copy of data once or twice (and then an intentional erase to destroy any evidence.) Just know personally I would never have done that, but I also suggest we wipe it before service, I’ll let you decide if that’s something you want to start practicing.
Damage. Did a GYOG Genius in training” repair your phone under the supervision of a Certified Genius? Did your phone get repaired without the supervision of a Certified Genius because he was pulled out of the room because the Mac Queue was 1.5 hours behind? What could go wrong?
Technicians Fat Fingering ZIF connectors, people not always following repair procedures, people quasi certified repairing devices, taking shortcuts to save time, uncertified “Gapple managers” taking a stab at (and in) an iPhone battery. Most common problem was overconfidence and yes even the occasional abundance of liquid courage! if coming back from a “two martini lunch” (as we did - some of you people, especially on Sundays, are quite abusive.)
Ah yes, Abusive Customers….
Why? It does you no good. Have seen this conversation play out before to the group of people scheduled to do repairs:
“this iPhone” (iPhone Specialist plops phone on workbench carelessly with a nice thud.) “customer literally spit in my face while yelling at me about not wanting to wait “all ****ing day for a **** display module replacement! So I leaned into what we can do today. I suggested they could pick it up tomorrow instead, buy a new phone if they need a phone right now if declining to repair their damaged display, offered to ship it to depot for 3-5 days to free up their time today and tomorrow, offered to check another Apple store to see if it could be done faster. After being called an *******, I quoted tomorrow morning for turnaround. So no rush.”
Tech: I can do it now. That’s literally all thats in queue, but want someone to call them tomorrow morning when it’s ready? The admins don’t mind for abusive customers.
Specialist: What you do, is up to you and I appreciate you.
This is just the start.
So indeed, I’ll gladly pay for this kit, read all service instructions dilligently, actually use a properly grounded workbench and be grateful for the opportunity.
Service is not anything close to what I do now, but these stories do stick.