Academia PartnerCare Collect & Return Warranty for MacBook Pro / MacBook Air (5 Year) (No excess payable / Unlimited repairs)

What is Partner Care?
Partner Care is an in-house extended hardware warranty, providing telephone, email and helpdesk support for your associated Apple Hardware.

How it works
We use a dedicated in-house service level system to regularly track and monitor progress of your ticket/call to ensure all queries are handled within our Service Level Agreements (SLA’s). Progress reports are also available to customers upon request. The Repair Process Workflow chart below maps out how long a typical repair can take. Once a call has been logged via our dedicated helpdesk, we’ll respond within 8 business hours and begin working towards a resolution.

All faulty units are collected by our courier within 48 hours of the original call being logged. Our courier service allows management of delivery windows and provision of shipping labels (in case you don’t have access to a printer). As soon as your goods have been repaired, we’ll ship them right back out to you at no further cost.

Our Apple Certified Maintenance Technicians (ACMT’s) only use official Apple parts for repairs, identified specifically by your serial number and ordered directly from Apple.
As part of a thorough quality assurance process, once the part has been replaced, our ACMT’s will test the device for up to 8 hours to ensure your repair has been successful and no other parts are affected.

In some cases, we may need to request remote access to your device in order to carry out initial diagnostics or investigate the cause of your issue. We are able to do this using our custom support application, which allows us to safely take control of your device.