It's not something I've done, but I had quite a fascinating chat with my dad yesterday.
As a kid we always had Apple computers and other gear around the house. I knew he ran a company that repaired them, but at the time I had no appreciation for the scale. I realised last week that although I knew he had places in Europe and one in East Asia, I still didn't really understand anything about his business - except that it went under in 2004.
It turns out his business, started in 1996, was huge. Like, far larger than I'd ever imagined. He ran Apple's only third party servicing company for the entire EMEA (Europe, Middle East and Asia) region, while there were smaller shops too his company was the one Apple would send defective units to and most customers (which means normal people like us, shops with returned defective goods, businesses, everyone) would deal with him directly.
In the late '90s his company was doing a 3 day repair service. 3 days! I can't even imagine ordering a computer from Apple and having it arrive any sooner than that. His business was so effective that the managing director of Samsung's UK servicing centre phoned home and said "we should just contract our repairs to these people, we're just playing compared to what they can do", so that's what they did. He almost bought some Samsung repair centres in Singapore, too.
Then the first iBooks came out in the early '00s which was when things started to go wrong. There was a design flaw whereby the graphics chip was under the left hand side of the hand rest, the cooling was inadequate so the board would warp, the GPU would overheat and basically do the same as most early Xbox 360s died from. Failure rates were huge, his company struggled to turn them around fast enough and repeat failure rates were also extremely high because the repairs couldn't fix the flaw, if you've ever opened a Mac you'll probably understand why (they are extremely tightly-packaged, after all). Then with the Aluminium PowerBooks they had more issues; Apple decided to stop using A-grade LCD panels and a huge number - he said roughly 2,500 a week, while other models were half that - came back with clouding, dead pixels, backlight problems... And even with their complete Samsung panel repair facility next door they completely failed to keep up with the failures. Apple decided that was an appropriate time to cut their ties with his business, which died almost overnight, and moved on to copy his business model (which they and others are still using) and run their own centralised servicing instead of the distributed system they tried before.
In achieving their 3-day servicing programme they had a database that could be queried to show exactly where a given serial number was (down to the bench in the workshop), what the fault was, when it arrived, who was working on it and what work had been done already (and when, and including batch numbers of replacement components), but they couldn't tie it in with TNT's courier services because their database was completely closed off from the Internet. He negotiated with them to integrate the databases so that customers could log in to send a "help my computer is broken" report, TNT would then take an ADT (his company) box to the customer, pack their computer up, ship it directly to his company (as in, they'd fill 40' containers with computers destined for his company, put them on a lorry that would then drive straight to him), meanwhile the customer could see the exact process of their computer from end to end. This was in 1997! But TNT figured out how his database worked, stole it and offered the same service directly to Apple.
Oh and at one point, the Belgian government made him an offer (something like £5 million over 5 years) to build a facility actually inside Liege airport, next to all the freight companies, so computers could be offloaded from a plane straight into their factory line. That's some pretty high volume work!
I thought I'd share that very brief summary with you because I found it fascinating and thought someone else might too.
Also as a result of his business I was the first person in the UK to own an iPod, which I was unaware of until yesterday. Because, of course, he got some from Apple to test and develop repair routines for and when that was completed he didn't need it any more but he wasn't allowed to sell it, so he gave it to me. I had no idea what to do with it until one of his techs showed me the secret block breaker game. I doubt it myself, though, I'm sure there were some higher-ups in Apple's UK personnel who had them before me.