View from the Top – The first 90 days

They say it takes a new employee 90 days to get fully settled in an organization. Up until this point they are familiarizing themselves with the company, the culture, job expectations, and what they will need to be successful in their new role. I became president of ComputerCare at the beginning of September, so my 90 days are officially up, and I wanted to share what I have learned so far…

ComputerCare has an amazing foundation. Leadership changes often happen during times of uncertainty, where the main focus turns to figuring out how to pick up the pieces of those who came before. I was fortunate to be handed a company where my only concern is forward growth, and seeing just how far we can get.

One thing I say without hesitation is that we have fabulous employees. Our workforce is diverse, skilled, and dedicated to the success of the company. I have been humbled every day by how quickly they have accepted me in my new position, and supported me as I start to make my version of our roadmap for the future.

We are good at what we do. Of course we all have those difficult days, and no one is perfect, but I get the privilege of hearing positive feedback from our customers on a regular basis. I never get tired of walking by our Apple Premium Service Provider plaque that hangs on the wall at HQ, knowing that it symbolizes both technical and customer service excellence.

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I’m excited for 2017, and energized by the opportunity to take ComputerCare’s key strengths, and develop a strategy that will propel us forward into our next stages of growth. There is a lot of work ahead, but I’m very proud to be at the helm.

Happy Holidays!

To buy or not to buy (an extended warranty) – that is the question

With the holidays rapidly approaching, there’s a good chance that you’re going to purchase a laptop, phone or tablet for that special someone. Personal electronic devices like these make fantastic gifts, but at anywhere between $400 up to $2,000 or more, they also come with a justifiably expensive price tag. So, if you’re wondering whether or not to fork out the extra money to purchase an extended warranty for that shiny new device, here’s the answer. Yes, you should. This is why we think it’s so important:

Most of us know that electronics typically come with a standard one-year warranty when purchased new. What we’re usually not so clear about, however, is what to do if the keyboard stops working, or if the screen cracks after that one-year warranty expires. Sure, there are a plethora of repair shops out there that can fix your device, but it’s so hard to estimate the cost. Without a warranty you’ll be paying for parts and labor, which can quickly add up to the cost of replacing the device with a new one. Ouch.

Retailers and manufacturers each have a variety of warranties that you can purchase as added extras to supplement the standard one-year warranty for device repair. Coverage can very greatly based on the warranty you select, so it’s always important to read the fine print. For example, AppleCare, the warranty service provided by Apple for its range of products, only covers manufacturer defects for their Mac products, but covers accidental damage on their iOS devices. Lenovo on the other hand, offers extended warranties that will cover accidental drops, liquid spills, and even allow you to retain your hard drive if it fails.

Technology isn’t perfect, and accidents happen, which is why solid warranty coverage can take the sting out of paying for repairs. So this holiday season, while you’re out shopping for a new device, consider spending the extra money to extend the life of your new laptop, phone or tablet. It will be well worth it in the long run.

Here’s a fun fact: Manufacturers generally give priority to shipping parts for warranty repair, rather than non-warranty.

Curious what your warranty covers? Here’s a list of the devices we service, and each OEM’s warranty policies:

Happy shopping!

Apple puts the Genius Bar in your Pocket with new Support app

Apple Support App

Apple has some exciting news for people who use its line of iPhone or iPad products. The company has taken the wraps off a new app, simply called ‘Support.’ The app helps iOS device users find links to support articles, and allows them to schedule appointments with Apple’s authorized service providers, like ComputerCare, and not just at Genius Bars, if they have more serious issues.

The Support app has access to your Apple ID and information about your registered products, making it a snap to find support for the right device. This also makes it possible for the service provider to access warranty information about the specific device, making the whole process faster and more convenient.

For more technical questions, users also have the option to visit Apple’s dedicated Twitter account (@AppleSupport) where they can find product tips, tricks and customer support.

Here’s how Apple describes the new app:

Need help? Apple Support app is your personalized guide to the best options from Apple. Find answers with articles tailored to your products and questions. Call, chat or email with an expert right away, or schedule a callback when it’s convenient. Get a repair at an Apple Store or a nearby Apple Authorized Service Provider. Apple Support is here to help.

Employee of the Month – Jason De Los Reyes

We’re truly proud of our ComputerCare team and the dedication each of them exhibits on a daily basis. As an example of that hard work and commitment to excellence, it’s an honor to recognize Jason De Los Reyes as our Employee of the Month for December, 2016.

Jason is our Lead Technician, based at ComputerCare’s headquarters in Santa Clara. He was chosen this month because of the way he shows professionalism and attention to detail in everything that he does. In his role, Jason is often called upon to speak with customers whenever a repair consultation or additional explanation are required. His interactions with customers are always very professional, positive and courteous. From an internal perspective, Jason has been instrumental in training and prepping new hires at ComputerCare for their duties before being deployed to corporate client sites. In addition to helping out other technicians when needed, Jason has also demonstrated valuable strategic thinking skills that have greatly helped ComputerCare’s management plan for the future.

Since joining ComputerCare in 2014, Jason has proven time and time again that he takes his job seriously. As one of the talented technicians assigned to Apple iPhone repairs, Jason played an integral role in ensuring the successful implementation of ComputerCare’s same-day iPhone screen repair program, in compliance with Apple’s stringent requirements.

Outside of work, some of Jason’s favorite things to do including taking his kids to local outdoor festivals and sporting events. He can also be found camping out in the wilderness, wake boarding, working on cars or tackling home improvement projects. Jason considers himself quite the ‘foodie’ at ComputerCare, so if you don’t spot him out and about trying different ethnic dishes, you may just find him chillin’ and grillin’ at home with family and friends.

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Congratulations, Jason. You are one stellar guy, and we’re proud to call you our Employee of the Month!

If you’re interested in joining the ComputerCare team, connect with us via email: hr@ComputerCare.net