During this time of global crisis, we at ComputerCare are doing everything we can to provide responsible and safe hardware support both for our clients and for our staff. With the recent lockdowns of the Bay Area and Washington State, many office jobs have been converted into remote positions, meaning that in-office tech support is no longer readily available. At the same time, with the complete shut-down of Apple Genius Bar and Best Buy Geek Squad services, even people already accustomed to working from home no longer have an easy option for diagnosing or repairing their Apple devices. This means potentially crippling situations if a piece of tech suddenly develops problems.

That’s where ComputerCare comes in.

We are proud to offer the growing WFH workforce a completely COVID-safe customer experience, including contact-free drop-off lockers outside of our offices in Santa Clara and Seattle, residential curbside pick-up (business customers only), and ship-in options to meet your needs.

Are you an IT Manager looking for ways ComputerCare can support your employees at home? Find them here.

Start by filling out a service ticket

Click one of these buttons to get started. If you have an Apple device in need of service, please set up an appointment through Apple before submitting your ComputerCare service ticket.

 

These are your COVID-safe service options:

Contact-Free Drop-Off

Please follow these easy steps to complete your drop-off, repair, and pick-up:

  1. After submitting a service ticket, wait for the email with your drop-off instructions. You will receive two emails after you submit your ticket. First, you’ll see an automated response that just lets you know we are working on your request. Please do not yet proceed to the drop-off point, since we have not yet gotten it ready for your device. A second email will be sent as soon as your drop-off locker is ready, but may take up to one workday to arrive, due to necessary precautions on our end. You will recognize it by the subject line “COVID-safe drop-off instructions.” After receiving this email, we invite you to come to the drop-off point as soon as you are ready, since the locker will be empty and sanitized for your safe delivery procedure. If you can’t receive email, please call us at 650-475-5500 (CA) or 206-743-8052 (WA) for further instructions.
  2. Drive to your preferred ComputerCare location. For your safety and ours, we request that you not arrive at the lockers before receiving your ‘COVID-safe drop-off instructions’ email notification. This allows us to maintain sanitation and social distancing procedures around the lockers.
    Bay Area
    3350 Scott Blvd. #51
    Santa Clara, CA 95054
    Seattle
    2827 2nd. Ave.
    Seattle, WA 98121
  3. Use the confirmation email to find the correct locker. Once you arrive, you will just need to place your unit in your assigned locker. There will be a sanitized lock to secure the locker inside. Leave your device inside. Please do not drop off your device inside the original box or any other packaging. Please do not include any accessories (headphones, external hard drives, etc.) with your device. These only give you and our technicians more items to clean and sanitize during the drop-off and pick-up processes.
  4. We will automatically repair your unit if it’s covered under warranty or send you an estimate if needed.
  5. Come pick up your device. Once your device is ready, we will email you a payment link (if any) and arrange a date for you to pick up your device. On your preferred day for pickup, you’ll receive an email with the correct locker number for pickup so you can safely and easily retrieve your device.

Please note: This procedure is new for all of us. Turnaround times might be slightly longer than normal. Rest assured we are doing our absolute best to support you and your hardware during these trying times.

Shipping Options

How it works

If you are shipping at your own expense:

  1. Fill out a service ticket using your contact name, email address and proper contact information.
  2. If you are providing your own shipping label, proceed with shipping in your unit.
  3. If you would like ComputerCare to provide a shipping label, we will provide a quote for shipping on a per unit basis.
  4. After the service ticket is filled out, ship your unit:
    Bay Area
    3350 Scott Blvd. #51
    Santa Clara, CA 95054
    Seattle
    2827 2nd. Ave.
    Seattle, WA 98121
  5. Once the unit arrives at our office, we will diagnose the unit and repair, or send an estimate, if needed.
  6. Once finished, we will ship the unit back. The customer is responsible for return shipping. You can provide us with a pre-paid return shipping label. If one is not included, then we will automatically bill you and ship it using our own. Please see pricing information below.

If you are using a ComputerCare-supplied shipping box:

  1. Fill out a service ticket using your contact name, email address and proper contact information.
  2. ComputerCare will send you a box with a return label in the box. The handling and box fee is $25. The actual shipping fees are shown below.
  3. Once the unit arrives at our location, we will diagnose the unit and repair, or send an estimate if needed.
  4. Once the unit is complete, we will ship the unit back to you.
  5. You will be responsible for all shipping charges and by selecting this option you will be billed by us automatically.

Here are our flat rate shipping charges within WA and CA:
(For shipping from other states, please contact us for a quote)

ComputerCare to Customer:
Ground, Signature Required – $25
Standard 2 Day, Signature Required – $45
Standard Overnight, Signature Required: – $80

Standard insurance includes coverage up to $500, for additional coverage up to $2000, an additional $20 fee will apply.

Business Residential Curbside Pick-Up

(Residential curbside pick-up is available for business customers only)

How it works

  1. After submitting a service ticket, we will pick up your equipment using our curbside service from your residential address the following business day for service requests submitted by 3:30pm. In cases where the route cannot accommodate additional next day pickups, we will notify you in advance (Please see our service areas here).
  2. You will receive a text and email notification the morning of your scheduled pickup day with a 2 hour window of when ComputerCare will be at your residential address to pick up your unit.
  3. You will receive a text message from the ComputerCare driver when they have arrived at your residential address.
    –The driver will wait up to 10 minutes for you to arrive
  4. The branded ComputerCare Car will be waiting curbside. You will place your unit into a padded bin in the trunk of the car.
  5. Once the unit arrives at our HQ, we will diagnose the unit and repair, or send an estimate if needed.
  6. Customer Service will notify you once the unit is complete. Your unit will be delivered the following business day, or  in some cases, the same day it is complete.
  7. You will receive a text and email notification the morning of your scheduled delivery day with a 2 hour window of when ComputerCare will arrive at your residential address to return your unit
  8. The ComputerCare employee will text you when they arrive and you will pick up your unit in the back of the ComputerCare car once verifying your identity with the ComputerCare employee.

Business Pick-Up

(Business pick-up is available for business customers only)

How it works

  1. After submitting a service ticket, we will pick up the unit from your business the following business day when submitted by 3:30pm the day prior (Please see our service areas here).
  2. Once the unit arrives at our location, we will diagnose the unit and repair under warranty or send an estimate if needed.
  3. Once the unit is complete, we will return the unit to your business the following business day.

Protecting You

  • To keep our hardware support COVID-safe for you and our employees, you will not have to interact directly with anyone during the drop-off.
  • Signage at the drop-off lockers will instruct our clients to maintain a ten-foot distance should two or more people arrive at the same time.
  • Our employees will disinfect locker surfaces every time a client drops off or picks up a device, ensuring that proper sterilization processes are followed. Clients are also encouraged to bring wipes or hand sanitizer as an added precaution.

Protecting Your Device

  • Locker keypad combinations will be changed after each use, meaning no one else can access your device after you leave it and we pick it up.
  • A support phone number will be posted at the lockers in case of technical difficulties with the lockers.
  • Phone support will be provided throughout the whole process, updating you on receipt, diagnosis, invoicing, and repair of your device.

Get Started

We know that when you work exclusively from home, you need your equipment to work even harder. We want to reassure you that no matter what happens, we’re going the extra mile to provide the COVID-safe hardware support you need to work from home with all your devices in tip-top condition.

BAY AREA  SEATTLE