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upstart writes:

Leaked Apple Training Videos Show How It Undermines Third-Party Repair:

Leaked training videos Apple made for its authorized repair partners show how the company trains repair technicians to undermine third party companies and talk customers into buying more expensive first party repairs.

[...] The training videos are meant to help Apple’s certified repair stores navigate a world where customers can get replacement parts far cheaper than what Apple charges for basic repairs. For years, Apple has made it harder for independent repair stores to fix phones, nudging customers to go to Apple stores instead. In response, there's been a rising right-to-repair movement that wants to make it easier for people to repair their own stuff. 

Andrey Shumeyko, a member of a community of Apple enthusiasts that seek, publicize, and trade any kind of information that Apple would like to keep under wraps, sent the eight videos with Motherboard. The videos are not public, as they are only intended for Apple store employees and authorized independent repair technicians (these are called Apple Authorized Service Providers (AASP). Shumeyko said the videos were stored on an Apple platform, where a bug allowed him to access them without having to provide a login.    

AASP launched in 2016 as a way for some independent stores to make basic repairs to Apple devices. AASP stores must open their stores to unannounced audits by Apple, and face a mountain of restrictions on what they can and can’t fix.

[...] Fixing your own stuff or having an independent store do it can be much cheaper than going directly to Apple. Contrary to what Apple said in the training videos, the parts are often exactly the same. Factories will often overproduce Apple parts like screens then sell the excess to independent vendors. If color calibration is off or the light doesn’t get quite as bright as it did before, it’s often because Apple has software locks and calibration profiles it could release to make repairs easier but refuses to.

Every video in the training series is aimed at boosting the morale of Apple’s AASPs and training them to convince customers to spend more when they could spend less.

"As someone who works as an Apple Authorized repair technician, I see on a daily basis how many devices the manufacturer claims are unrepairable but that third party repair shops have shown time and again that they can solve, letting people recover precious documents and memories that, because of manufacturer restrictions, I am not allowed to help with,” an AASP told Motherboard on the condition we keep them anonymous because they fear retaliation from Apple.

Original Submission