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!

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

Apple Support App
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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

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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

Use Apple’s website to reserve repairs at an Authorized Service Provider

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If you’re having hardware issues with your Apple product and need to have it repaired, Apple’s website now makes it easier than ever.

For several years now users have been able to find the location of service providers, like ComputerCare, via the Apple website. Now, users are being given the option to see and reserve an appointment at a Genius Bar or an Authorized Service Provider directly through the website. This makes it much more convenient for users to find the help they need, when they need it, and at a nearby location.

Here are a few steps you’ll need to follow in order to take advantage of this new repair option.

  1. Click on “Start A Repair Request” in the support section of Apple’s website: https://getsupport.apple.com

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2. Select your device:

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3. Select the appropriate hardware issue to help identify the problem. For example, accidental damage.

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4.  You’ll be presented with several options, such as online chat and scheduling a call. If you’d prefer to have the device checked out in person, select “Bring it in for Repair.”

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5. Once you’ve made your choice, you’ll be asked to provide your Apple ID (unless you’re already signed in). If you’ve opted to bring your device in for repair, you’ll be asked for a preferred location. This will bring up a map that shows the availability of Apple Stores and Authorized Service Providers near you. In the screenshot here, you’ll see that ComputerCare has a slot at 9:40 am. If that slot works, reserve it!

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So what happens once you’re here? First, we’ll check your device in and verify warranty status. No matter what the issue may be, we strive to get your product up and running as quickly as possible, usually within just a couple of days.

And don’t forget, for less serious issues or questions, you can always reach out to Apple via the company’s dedicated Twitter account (@AppleSupport), where you’ll get product tips, tricks and customer support.

Georgia Rittenberg discusses the value of training in Network Computing

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For some interesting insight into how a small company like ComputerCare tackles the chronic shortage for skilled workers, check out this article by our president, Georgia Rittenberg. The story, which focuses on the value of ongoing training in the workplace, was published recently in Network Computing.

Here’s an excerpt:

“With companies spending so much time and energy searching for the right talent, it’s imperative that they work hard to keep employees once they’re in the door. But offering a competitive salary and benefits is just a starting point. By establishing a robust training process that gives employees upward mobility and broadens their skill sets, companies can not only improve retention, but increase the quality and productivity of their staff…

… We’ve built a nimble team with transferrable skills, a quality that I often see mirrored in other successful small companies. Technicians can handle device repairs for every device across all of our OEMs, and customer service representatives are able to handle tasks like verification of device warranty status prior to the diagnostics phase with a technician. We’ve learned that teaching new skills to people is far easier than correcting bad habits picked up elsewhere. It may take more time, but it creates a higher quality employee who is engaged and worth his or her weight in gold.”

Enjoy!