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Apple Your Rights Online

em1ly shares a report from Motherboard, which obtained leaked training videos Apple made for its authorized repair partners, showing how the company trains repair technicians to undermine third party companies and talk customers into buying more expensive first party repairs. From the report: "I cracked the glass on my phone and I'm comparing costs. How much for just that part?" One man acting the part of the customer asks in one of the videos. "I can show you the cost for just the part before we begin," another man, playing the part of repair technician says. "Whoa," the customer says, holding out his hands. "That's way more than the shop down the street. Why is it so expensive here?" "This quote's for a genuine Apple part," the technician says. "What do you mean by genuine?" the customer asks, his hands making scare quotes. "I'd like to save some money. Aren't they really the same part?" After this, the technician launches into an explanation of why it's best for people to replace broken iPhone parts with genuine Apple products. "A genuine Apple part has to pass AppleCare engineering criteria," the technician says, explaining that a screen from Apple will be tested as if it had just come off the factory floor. "With a genuine Apple display, all the features you've come to rely on behave seamlessly...that's not the case with third party displays."

Six of the eight videos are dedicated to training repair techs on how to deal with customers worried about the huge costs of repairing an Apple device. One three-minute video is dedicated to helping customers understand why a genuine Apple screen is often better than one from a third party.