Apples newly announced The self-service repair program, slated to launch in early 2022, will finally give individual customers access to original Apple OEM parts and manuals for DIY iPhone (and eventually Mac) repairs. Although this program has limitations, and there are many open questions as it is implemented, it is an opportunity for Apple to improve relationships with its customers by making repairs easier. If Apple prices the parts properly, the Motivated Customer Program could also be a way to save money on repairs by doing home improvement while allowing independent repairers to stay competitive.

Previously, access to OEM factory parts for iPhones and Macs has been limited to several Apple-blessed locations, including Apple Authorized Service Providers (AASP), Apple Stores, and Apple Independent Repair Providers (IRP), a program that enables independent stores to get you Access to genuine Apple parts, tools, and training guides for general out-of-warranty Mac and iPhone repairs. Apple’s new self-service program – just like the IRP program – only focuses on screen, battery and camera repairs when it comes to iPhones.

Apple plans to become the primary resource for those looking for access to parts and manuals – very promising “More than 200 individual parts and tools” for iPhone 12 and 13 models at the beginning of next year. While that number sounds high given the parts self-service program will launch for just two iPhone models, Kevin Purdy, an author for the online repair guide site iFixit, found it credible. Apple, he says, could sell a variety of adhesives, specialty tools, single screws, custom presses, electrostatic discharge mats, and more.

This illustration from an Apple press release shows at least 10 parts and tools for a single repair from a shipping carton.
Image: apple

These parts are already available for Apple service providers, and the prices are pretty high because the devices are so new. Apple itself charges customers $ 279 for screen repairs on an iPhone 12 or iPhone 13 Pro. According to iFixit, members of Apple’s IRP program pay about $ 270 to stock up on these screens (almost as much as Apple charges to repair them). However, according to iFixit, the outlay for IRP members will be reduced to $ 235 when the old part is returned.

While Apple says that people who use the self-service repair program will get credit for the old part, it’s not clear how much money you can save this way and Apple hasn’t responded to that The edge‘s request for an opinion on the matter. From my experience as a former Apple employee, I remember it was also the Apple Store’s policy not to allow customers to take back old parts from the repairs we performed for them (including broken Mac hard drives). Depending on how important it is to Apple to return bad parts, any credit Apple offers to customers using the self-service program could be significant enough to motivate them to return used parts.

By doing Ron Johnson era of Apple retailing, I worked as a genius, repairing many Macs and early iPhone models at an Apple retail store. Although many of the repairs were expensive on paper, in our employee training we specifically taught to offer some repairs free of charge in order to increase customer satisfaction as long as the equipment did not show any signs of abuse. These guidelines tightened noticeably after Johnson’s departure in 2011, when John Browett took over the position of Apple Retail SVP and Focus on reducing costs. That same year, Apple also introduced the AppleCare Plus Serviceplan add-on for iPhones, which covers accidental damage after paying a service fee of $ 49. Despite the changes, other former employees talked about how Apple’s insistence on “surprise and delight” Customers can still opt for free in-store repairs for customers. It is unclear whether this will change in the age of self-service.

Ordinarily, you could save money by buying aftermarket parts, but right now, aftermarket OLED screens for an iPhone 12 range from $ 279.99 (iFixit) for the part only to $ 329.99 (Amazon) for one complete kit, which is very expensive. Moving to the aftermarket also carries the risk that the quality may not be as good as that of factory OEM parts, and some parts could lose their functionality, such as: B. Apple Adaptive True Tone screen feature. In theory, self-service repairs could save customers money if Apple offered prices on the parts comparable to what IRPs are currently paying. Then, however, IRPs would lose business unless Apple offered them another discount on parts compared to the self-service program.

Another way to take advantage of the self-service program is to stock up on parts like independent businesses can do in the IRP program. Apple might choose to differentiate the IRP program and the self-service repair program by not allowing individuals to stock up, however, making it harder for home improvement to plan ahead for equipment they will use in the future want to repair.

In general, it will be people with older phones who are more likely to need a repair and at the moment Apple’s self-service repair program is not helping them. iFixit CEO Kyle Wiens points out that most customers won’t need replacement batteries until about a year and a half after purchasing their phone, when the battery cells run out. While Wiens is generally enthusiastic about Apple’s announcement and direction, he believes the self-service program is primarily Apple’s strategy to get out of the potential Regulatory action by the FTC and even pressure from own shareholders about the right to rectification. Apple was also put to the test from the legislature about its restrictive repair practices.

Despite its limitations, there is hope that Apple’s new program will empower more home improvement repairers, and perhaps an opportunity to save some money. And if a customer gets cold feet when the kit arrives, they may have another option: take it to a local repair facility that doesn’t have access to genuine Apple parts. That workshop could then charge a small fee and perform the repairs for them.

Source link

Leave a Reply