What To Do When Your Startup Icon Stops SmilingMac maintenance and repair in Japan by Tina LieuWhether you regard your computer as a dear friend, or simply as an invaluable tool, you'll feel a sudden sense of terror and panic when it breaks down. This is especially true in Japan, since not all companies are willing to fix "their" computers that were bought overseas. But if you're a Macintosh user, rest assured: Apple is one company that does. There are about a half-dozen companies running over 100 Apple-authorized repair centers throughout Japan that will fix your Mac, even if it is running an English operating system (OS). For warranty repairs, you will need a copy of your dated sales receipt with serial number. It may take a few days for the center to verify your purchase, so be patient. If you can't find your sales receipt, contact the vendor that you purchased your computer from and work something out. It's a good idea to contact Apple Japan (0120-61-5800, fax 0120-62-5800) prior to taking your Mac in for any repair. If you describe your problem over the phone, they will try to give you assistance (in English, even!) and, when necessary, suggest a convenient service center.
Mac repair centers NCR Japan's Quick Garage shops are open year-round (except New Year's holidays) from 9:15 am to 5:00 pm. Tokyo's Shibuya and Akihabara branches have at least one English speaker on staff, and a branch set to open soon in Ikebukuro will also offer English help. (Other branches may, too.) If the repair is a simple one, Quick Garage will even fix your problem on the spot. Costs vary depending on the type of repair and replacement parts needed. Bit System in Akihabara (Tokyo) is open Monday through Friday, 10:00 am to 12:00 noon and 1:00 pm to 5:00 pm. There are currently three English-capable staff members. Call first, though; if you bring in your Mac and they open it up for diagnosis, there is a minimum JPY7,000 checking fee (which will be applied toward the labor charge for repair work). The cost for spare parts is extra, and all repairs take a minimum of three days so that the staff can thoroughly check and test your computer after fixing it.
Third-party parts and compatibles Pioneer, which sells the best known line of Mac compatibles in Japan, handles repairs for its own computers. Pioneer's user support staff will make a preliminary diagnosis of the problem over the phone, then arrange for repair as necessary. Akia, which plans to release a line of Mac compatibles in spring, will have a customer support number. For problems that cannot be solved over the phone, their tentative plan is to offer a one-year on-site repair service.
Repair alternatives In the Tokyo area, Ringo MUG runs RingoNet BBS (03-3337-9277), while another group runs Port 1 BBS (03-5603-7024). Both of these are bilingual, graphical interface BBSes full of information, software archives, and forums for discussion. RingoNet, for example, maintains a very useful archive of system updates. According to Jef Fisher, administrator of Ringo, he has been fielding so many repair inquiries at meetings that the group may start a workshop for users with hardware questions and problems. Membership in Ringo, which includes full use of RingoNet, a monthly newsletter, and participation in monthly meetings, is JPY9,000 per year. A reduced fee for BBS-only membership is also available.
Apple Repair Extension Program Symptoms include sudden or intermittent changes in color hue of the monitor and frequent system freezes (the cursor won't move and the menu bar clock does not advance). This program only covers the causes identified by Apple; similar symptoms could be caused by other factors not covered by the repair program. For more information, contact Apple Japan at phone 0120-61-5800 (English-language assistance available). Apple Japan has a Rework Center in Chiba prefecture (phone 0120-30-3211, fax 0473-78-7011; there is an English speaker on staff) that handles Apple Repair Extension Program repairs. The center will even fix computers running an English operating system. If your computer is one of those covered under the program, you can call the Rework Center and schedule a repair date. You'll need to give them your name, address, and phone number, the serial number of your Mac, and your preferred repair dates. (The work takes approximately one week, so think ahead.) The Rework Center will send you forms in Japanese to fill out (and, if you ask, English instructions for completing them). Fill out the forms and pack them with your Mac and power cord/adapter in a box with plenty of stuffing. Since many convenience stores are pickup points for the shipper the Rework Center uses, it should not be too hard to send your Mac to arrive at the center in time for the scheduled repair.
A final word of advice As always, though, be sure to completely back up your hard disk. Some repairs involve installing software updates or changing OS settings, and there have been reports of missing files or reconfigured systems upon return after a repair. If you have a full backup, this won't be a problem - though it may take some time to get the system back to your own setup preferences
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