Your computer is in good hands while it is at MacXprts inside iCafe.  We understand that for many people, being away from your computer for even a few hours can be a traumatic experience.  Since the humble beginnings of the MacXprts store inside iCafe, we have tried to continually streamline and speed up the repair process, while still maintaining quality work to minimize your time away from your computer.

We are actually graded by Apple on how well we accomplish this.  They measure our repair turnaround time, number of repeat repairs, parts per repair and how quickly we return the bad part to them.

Apple’s expectation is that repairs be completed in 3 days or fewer.  In 2010, our average time on a given repair varied from 1.62 days at the highest to .85 days at our best.

Apple expects that 98% or better of the computers we fix do not return within 30 days.  In 2010, of the 400 repairs we completed, only 6 were in our shop a second time.

A typical warranty repair will proceed like this:

• You bring your computer in.
• We take about 5-10 minutes to check your computer in.  We’ll need your contact information, your username and the password for your computer as well as details about the problem.
• Within the next few hours, Blake, our lead technician and service manager, will completely diagnose your computer and order the necessary part(s) to fix it.
• The part arrives via FedEx the next day and it is installed and tested.
• We call you to let you know the repair is complete and your computer ready to be picked up.
• At pick up, we take a moment to turn the computer for your verification that everything looks good and to answer any questions you may have about the repair.

A few things that may delay a repair:

• An intermittent problem that we can not immediately replicate
• wrong or no password
• multiple issues that take additional time or parts to isolate and identify
• a sudden overwhelming number of computers that come in on the same day