You can also mail in items for repair which, in my experience, has been just fine except that you need to get a suitably padded box to send it to and from. Apple will typically ship it once you do it the first time and then you can just keep that one and re-use the last one they send you if you need to send it in multiple times.
He was also the guy who was certified and licensed to do all that same kind of work on Dell. He spent > 90% of his time working on Dell stuff, and was very happy when he got a call to come work on Apple stuff.
Yup, one guy for the entire campus of 50,000+ students, and 20,000+ faculty and staff. It amazed me, too.
For the last two years (at least), the "Back to School" promotion launched in the middle of July and offered a free set of Beats headphones, which had a retail price of $200-300.