Aftercare Support

Every Mac that we lease comes with three years of AppleCare. Here, we explain exactly what this means...

What is AppleCare?

We preregister every Mac that we send out with AppleCare meaning that our customers can sit back and relax. AppleCare provides up to three years of expert telephone technical support and additional hardware service options direct from Apple. As part of their Welcome Pack, our clients receive their AppleCare certificate proving that their machine is covered.

What comes with the 24/7 telephone and chat support?

The telephone support covers your Mac, macOS and Apple-branded applications such as Photos, iMovie, GarageBand, Pages, Numbers and Keynote. You can also use it for help with iCloud and to connect to a printer or an Airport network.

Its real strength, however, is that you get 24/7 priority access to Apple experts via chat or phone through With flexible working increasing in popularity, more people are now working in the evenings and at weekends. Typically, if your Mac develops a fault during these times, traditional support options just don’t cut it. With AppleCare, if your Mac develops a fault at 5:01pm on a Friday, you don’t have to wait until 9am Monday to get help. It really is anytime support.

What happens if your Mac can’t be fixed over the phone?

If your Mac has an issue that requires further analysis or repair, then it will need to go to the Official Apple Service Centre. However, you don’t need to coordinate this – we’ll arrange for your machine to be picked up. It will then be intensively tested, and any necessary repairs will be undertaken before the machine is then retested. Once everything is running normally, your Mac will be sent back to you.

What do you do whilst your Mac is being repaired?

Typically, it takes 10 to 14 business days from the moment your faulty machine is collected to the time it returns. Thankfully, we offer a temporary loan machine to use while yours is away for repair. Delivered the next business day, this device is yours to use as your own. Once your repaired Mac has arrived, we give you a couple of days to transfer any data across before we arrange for a courier to come and collect the loan machine. You’ll be able to keep your business up and running even when the worst has happened.

Do I need to pay for the courier?

No – all of the courier fees associated with collecting and returning your faulty Mac and the loan machine are included in our lease price.

I thought Macs never went wrong?

Whilst Macs have a good reputation for reliability, this doesn’t mean they’re invincible. Stats show that around 17% of portable Macs and 10% of desktop Macs will develop a fault over two years. With the machines becoming increasingly complex to repair, AppleCare gives our customers reassurance. They can have complete confidence that their Mac is being assessed and repaired by an Apple Certified Engineer. What’s more, it’s being fixed using genuine Apple parts.

Is there anything not included?

AppleCare is a hardware warranty so doesn’t cover our clients for accidental damage or theft. Most of our customer use their existing business contents insurance to cover themselves against these types of incidents. Alternatively, all of our funding partners offer their own asset protection to provide customers with extra protection.

Occasionally, a Mac is collected because it is thought to have a hardware fault. However, upon receipt Apple’s investigations reveal the cause of the problem to be accidental damage. Common examples include liquid damage or the screen of a MacBook Pro being closed on a charger cable.

In instances like these, where Apple’s investigations conclude that the Mac is not performing due to accidental damage rather than a hardware fault, we will look to pass on the following charges:

£20 + VAT each way for a courier collection
£100 + VAT for use of our loan machine whilst your insurance repair is undertaken.

Once a Mac has been identified to have accidental damage we will work with you, your insurers and the Apple repair centre to efficiently conclude the claim process. We will assist you throughout the claim process to ensure that your Mac is repaired or replaced to ensure that you are fully operational as quickly as possible.

The best value for our clients

We’ve always felt that AppleCare provided our clients with the best combination of telephone support and hardware warranty.

It gives our customers peace of mind that should their Mac develop a fault, they will not be met by a company who has underwritten their own warranty and is protecting their profit margins. For us, it’s all about your needs.

When our customers contact us to say that AppleCare have told them that their machine needs to be collected and repaired, we act as a logistics company. Our sole purpose is to collect your faulty Mac and get a loan machine to you as soon as possible, so your business downtime is minimised.

The combination of AppleCare services and our temporary loan machine means that we’re fully confident that our offering is of utmost value to customers.