Hi Everyone,

I wanted to give everyone the good news that someone I used to work for at Apple, Tom Brand, is now the IS&T Team Lead for Hardware & Software Services in charge of IS&T Hardware Repairs with the IS&T Help Desk. Tom is bringing over his experience with MIT VPF, Apple, and Children’s Hospital to IS&T with the fast repair turn around time those of us who are familiar with the Chestnut Hill Apple Store are used to seeing. Our recent experiences with hardware repairs at the help desk have confirmed this new high level of support and extremely fast repair turn around that none of us at MIT have likely ever seen. We have had machines repaired and ready for pickup in as quickly as 1-2 days if they have the parts on hand and depending on the type of issue.

From Tom:
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“My background includes working at both Apple and Boston Children’s Hospital. I have been an Apple Certified Macintosh Technician for over ten years. Lead a team of Mac Genius in Chestnut Hill, Massachusetts, worked in Cupertino, California, and trained Mac Genius in the Boston area.

Since last October I have been leading the IS&T Service Center Team at the Help Desk, and would like to make you aware of a few of the changes I have made in that time.

– Computers dropped off before 3:00 p.m. receive a complete diagnosis the same day.
– Parts are ordered on the same day the diagnosis is complete.
– IS&T is no longer charging for labor. Customer’s only pay for out-of-warranty parts, and the shipping charges required to acquire those parts.
– Parts usually arrive in one to three business days.
– And most repairs are completed the same day parts arrive.

I know you have not always received the same level of customer service in the past, but I am asking you to give the IS&T Service Center a second chance. I look forward to personally taking responsibility for your department’s  computer repairs. And if you have a mechanism for getting your computers repaired faster I would like to know what that is.”
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So going forward, we recommend all users go to the IS&T Help Desk FIRST for the fastest, least expensive, and highest level of service and say hello to Tom if he’s in. There is no longer a need to lug machines all the way to the Apple Store.

Thanks,
Albert