Repair terms and policies
Apple Ethics, Business Conduct and Privacy Policies
MR Sales Plc as an authorised participant in Apple’s Service Provider programs must adhere to all Apple's performance criteria, business practices, and policies, including, but not limited to:
Apple Supplier Responsibility and Privacy Policies
Underlying the way we do business at Apple is one fundamental principle: use good judgment. Service Providers will comply with the Apple Supplier Responsibility Policy, Channel Member Code of Conduct and Apple’s Privacy Policy. These policies establish the basic legal and ethical parameters under which Apple and all Service Providers must operate.
Handling Customer Data
Service providers must respect all customer data and handle it in accordance with Apple’s Privacy Policy. Special care must be taken to ensure that customer data is not disclosed to any third party, and therefore any media that contains customer data must be completely removed or erased prior to any redistribution.
Therefore, when replacing an Apple Product as part of service, erase any customer data from the replaced product before sending it to Apple for processing to eliminate the risk that such data may be subject to unauthorised access.
Check the Apple Authorised Service Provider certification for:
General terms and conditions
About software issues
Please note that Apple warranty or AppleCare covers hardware repairs only (unless there was physical damage - see below). Apple guarantees that the hardware is in the best shape and provides warranty. Apple Limited Warranty is valid within one year after purchase. AppleCare (purchased separately) is valid two (iOS devices) or three (Macs) years after purchase.
Software, on the other hand, is provided 'as-is', which means any use of the software after initial boot could potentially cause problems with the software. Apple regularly updates and upgrades its software to provide the best possible service, but as with most software developers, doesn't guarantee the software will be fit for purpose all the time. Apple provides easy-to-use tools to initialise storage and reinstall software, which restores the device to its initial state but cannot guarantee the combination of their system and third party applications will work under all conditions.
About physical damage
Physical damage, such as a liquid or mechanical damage, is not covered by warranty.
Manufacturer's warranty covers issues such as manufacturing faults (e.g., component failure), or problems with a normal wear and tear (e.g., broken hinges with no signs of abuse). Apple also often extends the warranty if individual components or units fail at an unprecedented rate (such repair programs are listed here).
Even extended warranty, such as AppleCare, doesn't mean you're covered against physical damage, losing your device or theft. We recommend that you have insurance for your devices.
Apple sells its own insurance called AppleCare+ which covers up to two incidents of accidental damage. Check if you have it. Length and price of the coverage of the different products vary.
About customers' data
It is the sole responsibility of customers to have a copy or backup of their data. Neither Apple nor MR can guarantee that data won't be lost during a repair and MR Sales PLC are not responsible for any data loss or data security. While performing service, and/or shipping parts or the device, Apple and its agents take reasonable precautions to protect the data on your device from loss or unauthorised access. However to fully secure the data on your device, Apple recommends that you back up the data and erase it from your device before submitting it for service.
Some standard troubleshooting procedures involve storage structure repairs that can result in loss of data. Another even requires storage initialisation or a system reinstall to restore the device to factory settings. Customers are therefore strongly advised to have a continuous backup (e.g. using Time Machine which is a part of Mac OS X, or iCloud backup available in iCloud settings on iOS), and to make a copy of sensitive data before bringing the device for repair.
We try, of course, to avoid any data loss and we will call you before using any tools that could result in data loss, but we cannot guarantee that accidents won't happen. We will also assist with data recovery if the storage is faulty. The best and only way to avoid such disasters in the first place is to have a backup strategy already in place. We can help you to set up the backup of your device during initial training and for the best security of Mac data, please check out our Cloud Backupsolutions - your data is safer when backed up to a location other than your home or office.
