By WISE Certification

By WISE Certification

Taking Your Smartphone to Your Local Repair Shop

WISE Know Before You Go Series

So, you broke your phone, selected your WISE Certified Repair Shop, and now you’re ready to hand your device over to a WISE certified repair technician. There’s only one problem – while you are an expert at streaming video apps and video conferencing, you might not be proficient in device repair “tech talk.” Not to worry!  We are here to share some helpful “tech talk” tips on how to engage your repair technician to make the repair process easy.

Regardless of your technical know-how, it never hurts to ask questions before handing your device over to a technician you may have only just met. It is a good idea to have an understanding of the device repair process, whether it’s your first repair or tenth repair. Not all local repair shops are the same.  Here are a few questions to consider when scheduling your repair:

 

Do you charge a fee to run diagnostics?

While many shops do not charge a diagnostic fee to test what might be wrong with your device, we recommend confirming any fees upfront with your shop prior to booking your repair. Often, basic diagnostic tests involve trained technicians who check over your device settings and physical appearance and are able to give a preliminary diagnosis of the issue(s) before they open the device. While diagnostic tests can give you an idea of the problem, the technician has no way of knowing the severity of the issues until they open the device and perform an internal inspection. Sometimes the device issue is not obvious, and more sophisticated diagnostic equipment may need to zero in on the problem, which may result in a small fee. Obvious damage from screen breaks or charging issues typically do not require a fee, but it is always best to understand any diagnostic fees in advance.

 

What is the expected cost of my repair?

Always ask in advance about what the repair is estimated to cost. Some repairs can be as low as $30, while others can be hundreds. Estimated repair costs should be included in the repair shop’s terms and conditions. The repair shop should disclose a brief description of the repair in writing, along with an estimate for services to be rendered at the point when you hand over the device. There are occasions, once the technician has opened up the device, they find other issues that were not obvious when the repair was booked.  Typically, the technician or shop owner will reach out to you to explain the issue and confirm next steps if there are other repairs that may need to be addressed after the technician performs the diagnosis and triage process.

 

How long will the repair take?

Some repairs can be completed within an hour, while other repairs can take a few days. If the repair shop needs to place a special order for a part, you may choose to keep your device until the part arrives to minimize your time away from your device. The repair shop technician should be able to let you know if your replacement part is in stock prior to booking your repair. It’s always a good practice to ask if the parts are in stock.

 

What options do I have for replacement parts? Will that effect my warranty coverage?

Your selected repair service provider should provide you with the option of using OEM or third party parts as a part of the repair. Be aware that unauthorized OEM parts can make a problem worse or even create a new one. If you prefer OEM authorized parts, check to make sure your repair service provider has access to OEM genuine parts and proprietary tool before scheduling your repair. When making decisions on replacement parts, be sure to also check your device warranty.  A limited warranty can cover only specified parts or a warranty may cover the cost of selecting OEM parts.  Discuss what warranty coverage you might have with your repair technician.  Warranties range from the OEM, carrier, insurance provider to extended warranty options offered by many retail stores.

Now that you’ve asked the right questions and feel confident in your technician, your technician should ask you a few questions prior to accepting your device including:

 

What model is the device?

To find this answer, click Settings -> General -> About. Your device make and model should display onscreen for easy reference.

 

How did this phone break?

This is not the time to be embarrassed. The technician has likely heard it all! If your phone fell in the toilet, be honest with the technician. The technician needs as much information as you can provide to accurately and efficiently repair your device.

Once you’ve described the device’s issues, the technician will usually have an intake form for you to fill out. This form will ask for general information such as your name, contact information, estimated cost, and general details of the services to be rendered.

As a best practice, technicians should not require passcodes to perform repair services. If a technician requests your passcode and you are not comfortable sharing it, ask the technician to perform the required test under your supervision.  You should never be asked for passwords to social media accounts, email, or bank accounts. Asking to review their privacy policy is always a good practice. Another highly recommended best practice is to change your passcode after the repair is complete.

While these questions may seem daunting for someone in a panic over a broken device, WISE Certification has done most of the legwork by certifying over 10,000 Repair Technicians and 2,000 Repair Shops in the US and Canada. Our directory of Certified Repair Shops will point you to the nearest certified phone repair shop in your area.

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