Apple devices have been a model of high quality, longevity and elegant design for years. However, in order for the device to really serve for years, quality replacement of parts carried out in a certified Apple service is essential. In Apple’s case, it’s Premium partner iDeal. The service manager of “iDeal” service in Latvia, Olivers Kenebuks, reveals in the conversation what repairs of Apple devices this service offers, what are the main benefits for customers and what consequences can be caused by the use of non-original components.
Briefly tell us about your experience so far and what your responsibilities are at “iDeal”
I have been working in the industry since 2000. I have worked both in the sale of mobile phones and computers, and in the authorized service of various manufacturers. In 2022, I joined the “iDeal” team as a manager of authorized “Apple” service centers. My daily responsibilities currently include managing all processes, monitoring iDeal services, working with customers, and I also follow up to ensure that Apple’s high standards are met.
How many services does “iDeal” currently operate in Latvia?
Currently, three “iDeal” services operate in Latvia. They are located in Riga: Brīvības street 31, in shopping centers “Akropole Rīga” and “Akropole Alfa”. Equipment can also be handed over for repair in other “iDeal” stores in Riga, as well as in the newly opened store in Daugavpils from May 10. The new concept of “Apple Premium Partner” (APP) of “Apple” stores determines that now “iDeal APP” stores must have a service and a service technician on site, who provides a full range of service services. On the other hand, the sales hall should have a service specialist who advises customers, answers more technical questions, and also knows how to diagnose and reprogram Apple devices on the spot.
How do these service professionals acquire the knowledge to provide technical support?
Apple offers training programs. There is a special training block for both salespeople and service technicians. The specialized service training is also partly performed by a service specialist who works in the sales hall. In fact, there are many services that we can provide quickly and where service involvement is not required at all. This greatly saves both the customer’s time and money. On the other hand, in order to repair Apple devices, you need to obtain the appropriate certificates.
What are the main benefits of repairing devices at authorized services compared to other services?
- First, quality. These are high-quality original parts, repairs are performed with high-quality tools, and service technicians are provided with high-quality training.
- Secondly, safety. Every genuine part is tested at the factory as seriously as any new Apple device. The repair is carried out following the manufacturer’s procedures, ensuring the safety of the equipment even after the repair. For example, if a person chooses to change the battery of the device in an unauthorized service, there are risks related to the quality and safety of the battery – the battery may swell, damage other components. On the other hand, if you hand over the device to an authorized service center, you will know that you will always receive an original part that has been tested and is safe to use.
- Thirdly, speed and parts availability. In authorized service centers, parts are mostly available on site or they are delivered within 1-2 days. In the case of “iPhone” repair – displays, batteries, cameras, speakers – all this is available on site, and we perform the repair during the day, or by appointment – within two hours. In the case of the MacBook, individual parts such as the battery and USB ports are already in place, so we can replace these components just as quickly. However, if, for example, the display, motherboard, case need to be changed, we order these parts and receive them the next working day with direct delivery from Apple. Therefore, we can guarantee a very fast repair. The average duration of “iDeal” repairs is currently 2 calendar days. A quick repair is very important, especially in the case of telephones, as they are often our only means of communication.
- Fourthly, manufacturer’s warranty. When repairing the device at an authorized service, you will always keep the manufacturer’s warranty or, if it has expired, you will receive a 90-day manufacturer’s warranty for the repair.
Another advantage of an authorized service is the environment in which we work. iDeal is a specially grounded floor, ESD protected environment to avoid electrostatic discharges. If the electrostatic discharge occurs directly on the main board of the equipment, there is a very high possibility that one of the delicate and sensitive electrical components will be damaged.
Will aftermarket parts be worse in all cases?
The classic non-original part that people usually choose and then often regret is the display. Here you can point to the standards I mentioned above – quality and safety. For example, the display and the materials used in its creation may be of poor quality. Which means that the image quality will not be the same as the original screen, and it will not be as resistant to mechanical effects such as scratches or drops. There have been several cases when the customer comes to us for service to replace the battery, but does not tell that the phone has already been fitted with a non-original display. And during the process of opening the phone, it breaks because its strength is very weak.
Non-genuine batteries are very dangerous as they can inflate and pose safety risks. In addition, the price difference between original and non-original batteries is relatively small. For example, in “iDeal” services, depending on the “iPhone” model, battery replacement prices are 69, 89 and 99 euros, which is only 10-30 euros more than the prices in unauthorized services. On a daily basis, we often come across situations when customers, choosing the non-original, cheapest option, turn to us repeatedly with a battery problem, because the newly changed battery is unstable and needs to be changed again. There are cases when after an unauthorized repair the only option is to change the phone.
However, the most dangerous thing, in my opinion, is the non-original back glass of the phone. Until the iPhone 15 series and the two models of the iPhone 14 series, in case of a broken back glass, the entire phone or back system had to be replaced, which includes a new motherboard, battery, front camera, and of course, these are high costs. Therefore, people, wanting to save money, choose to install the non-original rear glass, which creates safety risks, because damaging the wireless charging system built into it creates risks of battery swelling! We have had several cases where a customer brings a phone to service with a swollen battery, resulting in a damaged screen as well, because a non-original back has been replaced previously. Unfortunately, the phone cannot be repaired in such cases. I would also like to highlight something that people forget or don’t think about – the repair costs can be covered using home/occupancy insurance. This could be a solution in cases where a person does not want or cannot afford expensive repairs.
How does Apple check what parts are being used?
Most Apple parts are designed for the device being repaired to be configured to connect and work to standards. Connecting it is intended not only to avoid the use of non-original parts, but also to ensure that the device functions properly. I used to say that if you put a non-original part on your phone, it’s not Apple anymore, it’s Frankenstein. Apple devices are high quality, you can’t put cheap parts in them and expect it to be the same as Apple.
Apple wants to guarantee that the device will function as the manufacturer intended even after the repair. An authorized service center adheres to these high standards and requirements of Apple. Repairs are made with the same parts and similar tools as the factory. Each step – diagnosis, correct opening of the phone, replacement of parts, configuration and calibration of the device – all this is designed to make the device as good as new after repair.
Apple recently started allowing used OEM parts for select devices. Tell us more about these changes.
This change currently applies to some states in the US, where the law requires all manufacturers to make it possible for the end user to use spare parts intended for secondary use. This means that the manufacturer must not put obstacles to the reuse of original parts through the configuration. Currently, the so-called right to repair movement is becoming more active, which encourages manufacturers to change their thinking.
Of course, here, too, opinions differ. There are components that I would personally forbid to change and reuse, such as batteries. For stable and safe use of the device, the battery is glued to the phone. However, over time, the glue hardens, which makes it very difficult to remove the battery, and you literally have to pull it out. Doing so runs the risk of accidentally bending the lithium plates in the battery, which will cause problems with the device’s operation. I wouldn’t risk keeping a phone like that next to me on my bedside table afterwards.
What has changed in Europe in recent years and how have these changes affected the end user?
European directives state that the end user must be able to repair their own devices at home, which also affected Apple. There is a special website, selfservicerepair.com, where the user can order the necessary components and a set of rental tools and perform the replacement of the specific part himself. This service is provided by a third-party partner contracted with Apple to handle ordering and returns.
In my opinion, if a person has experience in repairing electrical appliances, then this service can be used. However, if you do not have experience, I do not recommend doing repairs yourself. Apart from new knowledge and skills, the benefit will be practically nothing. If time and high-quality operation of the device after replacing the part are important, I would prefer an authorized service. Replacing a part for an inexperienced person will take a lot of time and work, and there is a possibility of damaging other components. For example, replacing the battery is not easy even for a specialist.
Are there any Apple products that are not repaired at all?
Yes, there is. For example, “Apple Watch”, “iPad”, as well as accessories – “AirPods”, “Apple Pencil”, “Magic Mouse”. The manufacturer does not provide repair for products of these categories, but their replacement. When it comes to tablets, Apple is already starting to offer a repair option. For iPad Air 5th generation, battery and camera module replacement is possible, and for iPad Mini 6th generation models, only battery replacement is possible, but for now, this is done by the manufacturer’s service. I assume that the reason why Apple has not offered replacement parts for the iPad so far is the device’s large screen and thin design. Some manufacturers offer tablet repairs, and there is a high risk of breaking the screen when taking them apart. The surface of the tablet is huge, the glue is so strong that it takes a lot of force to open the device. Until it is possible to provide a high-quality and risk-free repair, in the meantime, devices are changed.
As for the “Apple Watch”, they are also glued. To ensure moisture resistance, elegant design, their construction is created in such a way that it does not allow the device to be opened. Similar to AirPods, both the earphones and the charging case are glued together as a whole, which prevents the replacement of individual parts.
How do you think appliance repair will develop in the next five years?
I think that the possibilities of device repair will increase. It is already possible to replace the back glass for the entire iPhone 15 series without changing the entire back system. As well as two “iPad” models, which have the possibility of changing the battery. “Apple” is moving towards the fact that almost all components of phones and computers are replaceable.
As for the right to repair option, it could be that “Apple” will offer this service in a larger number of countries in the future. Also, the manufacturer will probably increase the range of devices that the user can repair himself. For the time being, this option is rarely brought up due to security risks.
