Frequently Asked Questions
Can I check the status or progress of my existing service ticket?
Yes. Just visit our Customer Portal Page to view information on existing/in-progress work. You will need the ticket number and the last name of the contact person on record.
Can you pick up and return my computer? I can’t get there myself.
Lapin offers pickup and drop-off service for laptop or desktop Macs in the Chicagoland area. There is a fee associated with this service, which varies depending on your proximity to our brick-and-mortar location in Lincoln Park.
In some cases, it may be more economical to ship your computer to us, or schedule an onsite consulting or service visit.
Can I mail or ship my machine to you and have you ship it back?
Many of our customers are located out of range of our Chicago storefront. We routinely work on computers via mail-in service and are happy to ship the unit back for actual shipping costs if requested once the repair is completed.
For mail-in service, we request that you include as much information as possible with the unit(s) you are mailing in. Relevant information includes:
- Full contact name for billing and questions – someone who is familiar with the problems and the current state of the unit you are mailing in
- Any available contact numbers which have the ability to record messages or voicemail
- Valid email address for contact person
- DETAILED problem description. The more detail the better! It will help us pinpoint your issue and prevent unnecessary correspondence which may increase turnaround times
- Return shipping address, especially if it differs from the “sent” address
- Administrative password(s) for the unit in question
We would recommend using a trackable, insurable shipping service to send us your computer, such as UPS or FedEx. All return shipments are sent using FedEx ground service, insured for the value of the computer, unless otherwise requested.
Lapin requires payment for services rendered, parts required, and any outbound shipping charges prior to returning your computer(s). If you have additional questions, please contact us by phone. Our contact information can be found here.
Can I have someone else dropoff/pickup my computer for me?
Not a problem.
For pickups, we require the full name of the person who will arrive in your place to retrieve your machine. We may ask for ID – it’s nothing personal.
If you’d like to have someone else dropoff/check in your computer, please provide them with all of the relevant information we will ask for upon checkin, including:
- Full name
- All contact numbers
- Valid email address
- Billing address (and shipping address if you request outbound shipping)
- Administrative password(s) for the unit in question
If your machine is out-of-warranty, your representative may also pay our standard diagnostic and/or express service charges, or you may request that we call you to obtain diagnostic payment prior to working on your computer.
Someone told me it would cost this much, but you’re saying it’s this much. What’s up with that?
Lapin is an independent Apple Service Provider. We have an affiliation with Apple for warranty and part replacement services but we are an independently owned and operated business.
On many occasions come to us as an alternative option, or even a last resort in extremely difficult troubleshooting situations, having been quoted pricing on specific parts and repairs by friends, other stores, the Apple Retail locations, or other means. As helpful as that is in some instances, we MUST perform our own full suite of diagnostics and diagnose your specific issues on our bench, with our own tools and technical staff. We cannot perform repairs or order parts based on diagnoses from other companies, institutions or people. We will provide you with a proper diagnosis as fast as possible, and offer competitive pricing on parts and labor for any repair that may be required.
Will we be able to match Amazon, Newegg, Best Buy, or other massive retail and online vendors on parts pricing? Probably not. What we can do is provide you with the absolute best Mac repair experience, along with friendly service, reasonable prices, fast turnaround, and followup support and warranty service that you cannot find anywhere else.
Can you pre-order warranty parts so I can just bring my computer in when they arrive?
Unfortunately this is not possible.
As an Apple Authorized Service Provider, Lapin must meet strict Apple metrics with regard to repair turnaround times, bad part return windows, accurate diagnosis, minimal part requests, and other factors. For this reason, we require that you check your machine in for a standard diagnostic so we can personally verify what problems exist and exactly what parts must be ordered to properly repair your computer. Many times part numbers vary within the same model numbers, so we want to be sure we are fixing your computer properly, and with the correct parts, the first time.
If you have concerns about our standard turnaround time, please ask about our expedited service options.
Can I bring my own parts for you to install?
Lapin is happy to install standard upgrade parts into your machine should you wish to provide your own. Hard drives and RAM are the most common examples. However, items not purchased through Lapin carry only the manufacturer’s hardware warranty. In the event of a part failure, this can lead to extended wait times and additional labor costs as Lapin cannot replace the faulty part on the spot and must wait (weeks in some cases) for the manufacturer to replace the faulty component.
We do not normally perform installations for customer-provided service parts, including LCD panels, logic boards, or other proprietary internal electronics. Most of these parts are used or sourced through unofficial channels and we cannot offer any guarantee for service parts that we do not provide.
When are you open and how can I get in touch?
Maps, hours, and other information can be found on our contact page.
Should I back up my data before bringing my computer in for service?
Although Lapin service technicians try their hardest to retain customer information, in some cases computer and storage device malfunctions can pose a risk to the integrity of your data. For this reason you should ALWAYS have and maintain a recent backup of all of your critical information.
If you have lost data and have no alternatives, data recovery may be an option.
How long will it take for my computer to be ready?
Diagnostic and repair turnaround is heavily dependent on the amount of units in our repair queue, whether parts are required for your repair, customer response time, and the age of your computer (i.e. whether or not we can still get parts directly from Apple). Diagnostic/repair turnaround is best estimated in real-time. Current turnaround time will be relayed at time of service, but is generally anywhere from 2-7 business days depending on the combination of circumstances listed above.