Forget the rice: An ‘iResQ&A’

iPad /

When you make an investment in an Apple product, you’ll likely want to use it for a long time, so keeping the device safe and sound becomes imperative. However, if a device does break, the Apple certified technicians at iResQ can bring it back to life.

In this Q&A, Bryan Moeller, a technician and the iPod, iPhone and iPad manager at iResQ, and Eric Kautzi, a technician and the laptop department manager, share their thoughts about common fixes and other aspects of the repair process – as well as some funny stories about how these devices get broken.

Q: What's the most common repair you guys see?

Moeller: To answer that with just iPhones, iPads and iPod touches, the most common thing we see is broken glass. Whether it be an iPod touch that somebody dropped or had in their pocket and ran into the wall, that would be the most common thing we see across the board, just physical damage to the front.

Q: Have there been any funny stories from the damage you have seen?

Moeller: There's quite a few stories of things falling in the toilet, with people either playing a game while on, or a friend of mine, there was a power outage, and she was using her phone as a flashlight to go to the bathroom and it just fell in. With iPads, we get a lot of people that, kind of like the coffee cup thing, they'll put it on the roof of their car and drive off. In the summertime, there’s out in the ocean in the sail boat or in a pool, just jump into a pool with everything in your pocket.

Kautzi: We actually see that quite a bit with computers as well. Probably once every couple months we see one, a student left it in a backpack in a driveway and their parents backed over it or something.

Q: Do people bring devices to you that are beyond repair?

Moeller: Some know it's kind of a lost cause and want to see what it would cost. Some want to get it fixed no matter what. We can fix anything, but a lot of times when it comes in after getting run over, they're so thin that it just breaks the LCD screen. Everything else in there is resilient enough to stay through it. If something gets run over there's still a pretty good chance we'll get to fix it.

Q: How long does it usually take to make a repair to these devices?

Kautzi: With computers, most of the repairs we have have a flat rate on the web … They can order [the repair], send it in. Most of them are repaired within 24 hours. If they have a broken screen, they'll send it in, we'll receive it in the morning, repair it and ship it out that night. If people send it in for diagnosis, it kind of depends on the availability of parts. With some older machines it might take a little longer and especially a little bit of delay with Apple rolling back availability of parts for older machines, so we do have repairs that take a few days in some cases, but the majority are done within 24 hours.

Moeller: I would say the same, the majority of our flat rate repairs are broken screens and if you look at an actual repair time [it's about] 20-25 minutes to half an hour to do the repair but our turnaround time is always 24 hours. If someone walks in [to the shop] and they need it done right away, a lot of times we'll do it while they wait.

Q: Do you have your own favorite products or do you adopt new Apple products early?

Moeller: I still have an old computer and still have an iPhone 3GS. I am looking to upgrade that one.

Kautzi: I'd say the same. I think we all have our preferences and some of us more than others are creatures of habit. There are definitely things that I like about older systems. I'm currently running Apple's newest Mac laptop, but the changes that have been made since 10.6 … I'd rather go back and use older software.

Q: To close, do you have any advice for people who have broken an Apple device?

Kautzi: The thing that people tend to read online that really doesn’t help is when there’s liquid damage, the advice to put the device in a bag of rice … Usually, when people put an entire device in rice, all it does is get wet and soggy rice inside, and does more damage than it actually helps.

Moeller: Right off the bat, I’d say, do not try to fix it on your own. Regardless of what you’ve read online … we see a lot of things come in that customers have tried to fix something fairly simple to us on their own, and they end up breaking a few other components and end up almost destroying the machine entirely.

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