“Apple” devices have been an example of high quality, longevity, and elegant design for years. However, to truly ensure the device serves well for years, it is crucial to replace parts with quality ones, performed at a certified Apple service. In the case of “Apple”, this is the “Premium” partner C&C. What Apple device repairs does this service offer, what are the main benefits for customers, and what consequences can arise from using non-original components, reveals the head of C&C service in Latvia, Olivers Kenebuks.

Briefly tell us about your past experience and what are your responsibilities at C&C?

I have been working in the industry since 2000. I have worked in both mobile phone and computer sales and in authorized service centers for various manufacturers. In 2022, I joined the team as the manager of authorized Apple service centers. My daily duties currently include managing all processes, overseeing C&C services, working with customers, and ensuring that the high “Apple” standards are adhered to.

How many C&C services are currently operating in Latvia?

Currently, there are three C&C services operating in Latvia. They are located in Riga: on Brīvības Street 31, in shopping centers “Akropole Rīga” and “Akropole Alfa”. Devices can also be handed in for repair at other C&C stores in Riga, as well as at the newly opened store in Daugavpils from May 10th. The new concept of “Apple” stores “Apple Premium Partner” (APP) dictates that now “C&C APP” stores must have a service and service technician on-site, who provides a full range of service. Meanwhile, on the sales floor, there must be a service specialist who consults customers, answers more technical questions, and can perform “Apple” device diagnostics and reprogramming on-site.

How do these service specialists acquire knowledge to provide technical support?

“Apple” offers training programs. There is a special training block for both sales staff and service technicians. Specialized service training is partially carried out by the service specialist who operates on the sales floor. In fact, there are many services we can quickly provide where service involvement is not needed at all. This saves both the client's time and money. However, to repair “Apple” devices, appropriate certificates must be obtained.

What are the main benefits of repairing devices at authorized services compared to other services?

-Firstly, quality. These are high-quality original parts, the repair is carried out with quality tools, and service technicians are provided with quality training.

-Secondly, safety. Each original part is checked at the factory just as seriously as any new “Apple” device. Repairs are carried out following manufacturer procedures, ensuring equipment safety after repair. For example, if a person chooses to change the device’s battery at an unauthorized service, there are risks related to battery quality and safety – the battery can swell, damage other components. However, if the device is handed in at an authorized service, you know you will always receive the original part, which is tested and safe in use.

-Thirdly, speed and availability of parts. In authorized service centers, parts are mostly available on site or delivered within 1-2 days. In the case of “iPhone” repair – displays, batteries, cameras, speakers – all are available on-site, and we perform repairs on the same day, or by appointment – within two hours. In the case of “MacBook”, specific parts like batteries and USB ports are already on site, so we can replace these components just as quickly. However, if, for example, a display, motherboard, or chassis needs to be changed – we order these parts and receive them the next business day with direct delivery from “Apple”. Therefore, we can guarantee very fast repair. The average length of C&C repairs is currently 2 calendar days. Fast repair, especially for phones, is very important as often it is our only communication device.

-Fourthly, manufacturer's warranty. When repairing the device at an authorized service, you will always retain the manufacturer's warranty or if it has expired, you will receive a 90-day manufacturer's warranty for the repair.

Will non-original parts always be worse in all cases?

The classic non-original part that people usually choose and often regret later is the display. Here we can point to the standards I previously mentioned – quality and safety. For example, the display and the materials used in its construction may be of poor quality. This means that the image quality will not be the same as the original screen, and it will not be as resistant to mechanical impacts, such as scratches or falls. There have been several instances where a customer comes to our service to replace the battery but does not mention that a non-original display has already been installed on the phone. And during the process of opening the phone, it breaks as its durability is very weak.

Non-original batteries are very dangerous because they can swell and pose safety risks. Moreover, the price difference between the original and non-original batteries is relatively small. For example, in C&C services, depending on the “iPhone” model, battery replacement costs are 69, 89, and 99 euros, which is only 10-30 euros more than what will be charged at unauthorized services. We often encounter situations where customers, choosing the non-original, cheaper option, return to us again with a battery issue because the newly changed battery is unstable and needs to be replaced again. There are cases where after unauthorized repair the only option is to change the phone.

However, the most dangerous thing, in my opinion, is the non-original phone back glass. Until the “iPhone 15” series and two “iPhone 14” series models, in the case of a broken back glass, you had to change the whole phone or the back system, which includes a new motherboard, battery, front camera, and of course, these are large costs. So, people wanting to save choose to install non-original back glass, which poses safety risks because damaging the wireless charging system built into it poses battery swelling risks! We have had several cases where a client brings a phone to the service with a swollen battery, resulting in a damaged screen because a non-original back was previously changed. In such cases, the phone is unfortunately not repairable. Additionally, I would like to emphasize a point people forget or don't consider – repair costs can be covered using home/content 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 used?

Most “Apple” parts are intended to be configured for the device being repaired so they connect and work according to standards. This connection is meant not only to avoid the use of non-original parts but also to ensure the device functions properly. I often say that if you put any non-original part on a phone, it no longer is “Apple”, it is already “Frankenstein”. “Apple” devices are high quality, you cannot put cheap parts in them and expect it to be the same “Apple”.

“Apple” wants to guarantee that the device will work as the manufacturer intended even after repair. An authorized service center follows these “Apple” high standards and requirements. Repairs are carried out with the same parts and similar tools as in the factory. Each step – diagnosis, correct phone opening, part replacement, device configuration, and calibration – is all created for the device to be like new after repair.

“Apple” has recently started allowing the use of used original parts for certain devices. Tell us more about these changes.

These changes currently apply to a few US states where the law dictates that all manufacturers must create conditions for the end-user to be able to use parts intended for reuse. This means that the manufacturer with the help of configuration must not create obstacles to the re-use of original parts. Currently, the so-called right to repair movement is becoming more active, encouraging manufacturers to change their mindset.

Of course, opinions are divided even here. There are components that I would personally ban from changing and reusing, such as batteries. For stable and safe device usage, the battery in the phone is glued in. However, as time goes on, the glue dries up which makes it very difficult to remove the battery, and it literally has to be pulled out. Doing so, there is a risk of accidentally bending the lithium plates in the battery, which will cause issues with the device's operation. I wouldn't risk keeping such a phone by my bedside afterward.

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 given the opportunity to repair their devices at home, which also affected “Apple”. There is a special website selfservicerepair.com, where the user can order the necessary components and tool rental set and perform the specific part replacement themselves. This service is provided by a third-party partner who has entered into a contract with “Apple” and takes care of the ordering and return process.

In my opinion, if a person has experience in repairing electronic devices, then this service can be used. However, if there is no experience, then I do not recommend undertaking repairs yourself. Besides gaining new knowledge and skills, the practical benefit will be minimal. If time is important and the device's quality operation after part replacement is crucial, I would better choose an authorized service. Part replacement for someone without experience will take a lot of time and work, and there is a risk of damaging other components. For example, battery replacement is not easy even for a specialist.

Are there any “Apple” products that are not repaired at all?

Yes, there are. For example, “Apple Watch”, “iPad” and accessories – “AirPods”, “Apple Pencil”, “Magic Mouse”. For this category of products, the manufacturer has not envisaged repair, but rather their replacement. Speaking of tablets, “Apple” already begins to offer repair options. For the “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, it is done by the manufacturer's service. I assume the reason why “Apple” has not offered “iPad” part replacement until now is the large screen and thin construction of the device. Some manufacturers offer tablet repair, and when opening them, there is a great risk of breaking the screen. The tablet's surface is huge, the glue so strong that considerable force is needed to open the device. Until it is possible to ensure quality and low-risk repair, devices are changed. As for “Apple Watch”, they are also glued. To ensure water resistance, elegant design, their construction is created such that it does not allow the device to be opened. Similarly, “AirPods” both the earbuds and the charging case are glued as a single unit, which prevents individual part replacement.

How do you think device repair will develop in the next five years?

I think the possibilities for device repair will increase. Already now, for the entire “iPhone 15” series it is possible to replace the back glass without having to change the entire back system. Also, two “iPad” models which have possible battery replacement. “Apple” is moving towards almost all components being replaceable in phones and computers.

Regarding the right to repair opportunity, it could be that “Apple” in the future will offer this service in a larger number of countries. The manufacturer might expand the range of devices that the user can repair themselves. Currently, this opportunity is not widely emphasized as there are safety risks.