Employee of the Month – Van Huynh

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This month we have the pleasure of introducing our latest Employee of the Month, Van Huynh.

Van works in our purchasing operations at ComputerCare’s headquarters in Santa Clara, California, where she manages to keep our order queue under control. In addition to her role in purchasing and providing support for her team, Van has a lot of experience helping in other areas such as ordering parts, helping to cover our backlog list and emailing escalations whenever needed. In addition, Van steps in from time to time to deal directly with an OEM on special projects. Van is a great example to our other employees, and has shown herself to be extremely competent and responsible with a positive work ethic. No task is too big or too small for her!

Van began working at ComputerCare in July of 2015. In her free time, she enjoys spending time with her puppy, traveling, going on food adventures, binge watching TV shows like Criminal Minds, How to Get Away with Murder and MasterChef Junior. Living in California, there’s no shortage of amazing Asian food everywhere you turn, and some of Van’s favorites include Japanese restaurants that serve sushi and yakitori. In fact, if you’re ever in the Santa Clara area, Van recommends a sushi restaurant called Tomi Sushi.

Congratulations, Van. Welcome to the Employee of the Month club!

ComputerCare is growing! We’re always on the lookout for talented technicians and customer service representatives. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net

ComputerCare Earns Bronze at 2017 American Business Awards

        

ComputerCare has just been named winner of a Bronze Stevie® Award in the Customer Service category of the 15th Annual American Business Awards.

This year’s American Business Awards attracted more than 3,600 submissions from organizations of all sizes, and from virtually every industry vertical. The awards cover a wide range of categories, including Startup of the Year, Executive of the Year, Best New Product or Service of the Year, and more. ComputerCare was nominated in the Customer Service Team of the Year category.

“I’m so proud of our customer service team and the recognition they will get through this award,” said Georgia Rittenberg, President of ComputerCare. “Our reputation, success and growth are all built on the work these people do each and every day. My heartfelt congratulations to the team.”

Here is an excerpt from our winning submission:

In 2016, the achievements of the customer service team were critical in securing several industry accolades, including Apple’s coveted Premium Service Provider status. This designation is only given to a handful of Apple’s Authorized Service Providers in recognition of their extraordinary commitment to technical excellence and superior customer service. As a Premium Service Provider, ComputerCare’s customer service team needed to meet very high standard for overall satisfaction, repair time, customer interactions and wait time, demonstrating exceptional repair support and customer experience.

In addition to Apple, the customer service team also strengthened its relationship with Lenovo in 2016. ComputerCare was already a recognized Authorized Service Provider for Lenovo’s business accounts, and due to the success and positive feedback given to Lenovo from these corporate clients, ComputerCare earned Lenovo’s Premier Authorized Service Provider status. This gave ComputerCare the ability to carry out warranty and non-warranty service and repair on Lenovo’s entire range of business and consumer devices, including ThinkPad™ laptops and tablets, Miix Windows® tablets, Chromebook laptops and all IdeaPad™, ThinkStation and WorkStation series computers. As a Premium Authorized Service Provider, ComputerCare also has access to information about each device’s warranty status, enabling faster repairs and turnaround times for customers.

Most importantly, ComputerCare’s customer service team understands how much people rely on their devices for work and play. They recognize the frustration that users feel when these devices break down, when they’re facing possibly expensive repairs, or when they’re at risk of losing valuable data. It’s at these times that ComputerCare’s customer service team shows their true value, answering any questions that customers have and doing their utmost to get these devices up and running as quickly as possible. They’re really that good!

Details about The American Business Awards and the list of 2017 Stevie winners are available at www.StevieAwards.com/ABA.

Employee of the Month – David Hickey

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At ComputerCare, we take our work seriously. That’s why, when it comes to our staff, we choose only the best of the best. This month, it’s our privilege to recognize the talent and hard work of David Hickey, our latest Employee of the Month.

David joined ComputerCare in 2016, and works in our Dublin, Ireland offices as a Technical Services Administrator. During that time, he has been very proactive in contributing ideas that have led directly to process improvements that have benefited customers and the company. For example, David recently had an idea to cut repair turn-around times for customers, and he was able to achieve this goal by streamlining the way repair reports are managed. David has also shown a great ability to stay organized by making to-do lists for absolutely everything. He is without-a-doubt a great asset to our team in Ireland.

“I am a keen fan of lateral thinking and protocol ergonomics, so working with ComputerCare has given me the opportunity to improve the application of these things in a supportive and progressive work environment,” said David about his job as Technical Service Administrator.

When he’s not at ComputerCare, David can probably be found doing something related to music. In addition to being an accomplished musician, David writes for a popular Irish music magazine in his spare time, in order to stay in touch with the local music scene.

“Outside of work I am an avid music fan. I sing, play guitar, drums and a small bit of piano. In the past few years, I have had some records released, toured the country and was part of setting up a now popular Irish independent record company in my home city of Galway.”

David has also been working on some fiction writing, and expects to have a few of his pieces published in the coming months.

Aside from music and writing, he’s a notorious fan of good pizza, rugby, the Irish sport of hurling, and soccer. And of course, David loves an auld pint of Guinness.

Congratulations, David. We’re proud to name you our Employee of the Month. ComputerCare is growing! We’re always on the lookout for talented technicians and customer service representatives. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net

T-Mobile Offers AppleCare+, Giving Customers Access to Repair Services Through Apple and ASPs

        

As reported in several outlets last week, T-Mobile has just announced the addition of AppleCare to its existing Premium Device Protection and JUMP! upgrade plans, at no additional cost.

This means that any T-Mobile customers who already pay $12 per month for JUMP! or the carrier’s Premium Device Protection plan, can get AppleCare+ for their iPhone or iPad. If you’re a T-Mobile iPhone or iPad customer with one of these plans, you can now have your device repaired under the AppleCare+ program by ComputerCare. If you have a cracked iPhone screen, you may also be eligible for ComputerCare’s same-day iPhone repair service in the Bay Area.

ComputerCare Awarded Apple’s Premium Service Provider Status

        

We’re proud to announce that ComputerCare has been awarded Apple’s Premium Service Provider status for the second consecutive year. Having been an authorized service provider for Apple since 2008, ComputerCare today repairs the company’s full range of iPhones, MacBooks, iPads and more for a growing base of consumer and business clients.

Upon receiving the coveted ‘PSP’ status, ComputerCare’s president, Georgia Rittenberg, said, “There are many different criteria that a service provider must meet in order to earn Apple’s Premium Service Provider status. It requires outstanding performance from both the technical, and customer service teams. I’m so proud that the hard work and attention to detail we put into every single repair is being recognized and appreciated by our customers. We are thrilled and honored to once again be recognized by Apple for our continued commitment to technical support and customer care.”

Anyone who follows ComputerCare news may remember that back in 2016 we successfully launched a same-day iPhone display repair service in the Bay Area that now repairs hundreds of iPhones every month. In addition, a growing proportion of our business is being driven by an Apple Support app that allows consumers to make a repair appointment directly with ComputerCare or other Authorized Service Providers instead of waiting for help at a Genius Bar. Being the only Premium Service Provider in the Santa Clara area (and one of only 10 PSPs in California), ComputerCare appears at the top of that list.

If you’re experiencing any problems with your iPhone or other Apple products, we’d love to help. You can make an appointment with us directly by going to computercare.net and clicking on “Open a Ticket” at the top of the page.

Employee of the Month – Long Huynh

        

This month, we’re proud to introduce Long Huynh, our Employee of the Month for March 2017. Long is the Purchasing Supervisor at our headquarters here in Santa Clara, California.

Just like so many of our amazing colleagues here at ComputerCare, there are many reasons why Long deserves the Employee of the Month title. Not only is he extremely diligent and dedicated in his day-to-day role, Long is always undertaking new initiatives to improve various processes, shorten turnaround times or meet deadlines faster. Long also stands out from the crowd by always being willing to lend a hand when we are facing an extra workload or happen to be short of staff. We appreciate that kind of positive attitude, and see him demonstrate his commitment to ComputerCare and our customers on a daily basis. The best way to sum it up is that Long is an all-around champion and great person to work with.

Long Huynh 1When Long isn’t at his desk, he likes to hang out with friends and watch the occasional thriller movie that makes him jump out of his seat. He’s also an avid rock climber and hiker, and has been known to do some weightlifting, as well. He’ll need all that strength in a few months, when he goes on his first ever river rafting adventure in summer this year.

What else does Long have to say for himself? “I’m fascinated by the universe. There are so many things in it that we just can’t explain. We’re so tiny compared to this vast space, and life is so short that I try to approach issues with a positive attitude. I like to live day by day and enjoy the moment without getting stressed out. We are all made of stardust, and to stardust we will return.”

By the way, Long started working for ComputerCare way back in March of 2013. So not only is he our Employee of the month, he is also commemorating his 4th work anniversary as part of our team. We think you’ll agree, that’s cause for a celebration. Congratulations, Long!

Employee of the Month – Jonny Hoang

        

We’re proud to present our ComputerCare Employee of the Month for February, Jonny Hoang.

Jonny is the Lead Computer Technician at one of ComputerCare’s client sites in Chico, California (about 160 miles north of San Francisco), where he manages a team of five ComputerCare employees.

Since joining ComputerCare in September 2015, Jonny has actively grown into his role as team lead. In addition to his responsibility mentoring and overseeing the other members of the team, Jonny still manages to be at the top (or very close to it) for productivity each and every month.

image-uploaded-from-ios-1To prove the point, our customers onsite call him ComputerCare’s “repair robot.” Jonny has proven his expertise time and time again by being the go-to person whenever there are tough technical issues that can’t be resolved easily. This makes him a great asset to our team, but also to our customer. And the icing on the cake? Jonny is one of the friendliest, most helpful and humble people you could have the pleasure to meet.

So what does this repair robot do when he’s not on the job? Apart from a passion for travel and food, Jonny loves to hang out with friends and play video games with his kids.

Congratulations, Jonny. We are proud to call you our Employee of the Month!

We’re always on the lookout for talented technicians. If you’re interested in joining our team, connect with us via email: HR@ComputerCare.net

Employee of the Month – Jose Solorzano

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It’s the beginning of a new year, and our ComputerCare team is hard at work repairing a host of laptops and other devices for our valued customers. With a new month comes a spotlight on a new Employee of the Month, and this time we have the honor of recognizing Jose Solorzano, one of the computer technicians here at our Santa Clara headquarters.

Like all of our technicians, Jose is an expert in PC repair. But he stands out thanks to his willingness to step up whenever a tech lead is absent. Jose handles most of our walk-in customers and helps to repair a variety of consumer model products. These devices can be particularly difficult to repair, requiring extra skill and patience on the part of the technician. In addition to his unflappable nature, Jose has also shown an admirable willingness to take on new projects for ComputerCare, including a new one involving Amazon.

jose-solorzano-2This humble, hard-working team player has been with ComputerCare since May 2015. When he’s not at the office handling a repair, Jose can usually be found tinkering with computers or cars.

“I’ve always been a computer guy, so even when I’m not at work I’m always trying to stay current on computer hardware and software,” said Jose. “Ever since I studied to become a computer technician, I’ve loved electronics, building circuits and fixing damaged vintage amplifiers. If I feel like getting my hands even dirtier, you might see me working on cars, or rebuilding my 302 engine block.”

When the weather cooperates (which is a lot of the time in California!), Jose loves to take his family camping and exploring new places. And when he just needs to unwind, Jose enjoys watching Sci-Fi movies or documentaries.

Congratulations, Jose. We are 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.

View from the Top – The first 90 days

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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.

Georgia-Rittenberg

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

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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!