Used to work at Apple.

Apple has tons of what they called authorized serviced providers. They have to get all the same training and certifications as the techs at the apple stores (genius bar folks are just sales people).

During a normal call, you tell the person where the nearest Apple Store OR AASP is to get their item repaired. They function exactly the same way.

Edit/Update: Heard that the computer was brought in due to water/liquid damage. Apple WILL NOT touch any device with water/liquid damage, even if you have applecare. At this point, the owner is responsible for finding a repair shop. An AASP may still work on the device, but it will not be covered under Apple.

Used to work at Apple.

Apple has tons of what they called authorized serviced providers. They have to get all the same training and certifications as the techs at the apple stores (genius bar folks are just sales people).

During a normal call, you tell the person where the nearest Apple Store OR AASP is to get their item repaired. They function exactly the same way.