HELP/FAQ'S

 

 

 

 

 

Why should I trust you with my device?

-I know you might be weary of handing off your $700 device to a stranger. We have repaired over 8000 devices over the years. Check out our reviews or ask any of our past customers, our track record and customer service can not be beat.

 

What qualifications do you have?

-Qualifications to do repairs either does not exist or has very special requirements. Apple requires you to own a shop, where Android and the others don't have such programs. After doing 8000 devices, we know what we are doing. Yes, there are YouTube videos, but they don't show you everything, which can lead to much larger problems or potentially ruining a device.

 

Other shops in the area claim they are certified to do repairs, are you?

-To be honest, certifications are a bunch of bull. Anyone can go online, spend $1000, and get a certificate claiming they are certified. It's usually from a guy that figured out how to do the repairs and then charges a crazy amount to teach you and give you a fake certificate. There is no official certification unless you become an Apple Certified repairer. Experience is everything, and after 8 years, we know what we are doing.

 

Where is your shop?

-We don't have one. We are adults with full time jobs that do . We meet you at a location that is convienient for you.

 

Why don't you have a shop?

-Shops cost a lot of money including: staffing, rent, utilities, etc. We pass these cost saving on to you. Compare our prices to shops in malls or even Apple, we cost $25-100 less for better service and parts. Plus we do all the work right in front of you in about 30 minutes.

 

There are some shops in town, why should I go with you?

-We pride ourselves on: customer service, reviews, price, quality, and experience. Take one step into any other shop and see why we are the best. Those guys are selling cheap knockoff cases; push "pay as you go" phone services; don't have web-sites or reviews; and have questionable repair times. Plus, they charge you $20-50 more for the exact same fix and use a product that is not as good.  

 

Are you a real business or is this just a hobby?

-Yes, this is a real business, we get this a lot. We pay taxes like everyone else and are a registered DBA. Taxes are included in all prices listed and quoted.

 

I have insurance, why should I go through you?

Insurance can be a long process that takes time. We are way faster and most of the time, you don't have to give up your phone. Stop wasting $7-13 a month plus pay a deductible to repair your device. 

 

What about Square Trade insurance?

One of our repeat customers brought to our attention that they had Square Trade and when the called to make a claim, we are the only authorized repairer for them in this area. Just schedule and get your repair done, pay and ask for an invoice. Send that to Square Trade and they will mail you a check. We didn't even contact Square Trade to be put on that list, they were told numerous times that we were the best in town.

 

I called but no one picked up, why?

-To be honest, most of the time we don't pick up. We ask that you leave a message with all your information along with what kind of device and what you need repaired. We use Google Voice which texts us what you say in your voicemail, so we can save all your info call you back with an accurate quote. We will call you back, most of the time within the hour.

 

When you call me back, you call from a different (518) number? Are you calling from New York or Vermont?

-We use Google Voice to receive calls and call back using our personal phones. Matt lives and works in Vermont but has a (518) New York number. 

 

Are there any hidden fee's?

-No, all prices listed and quoted include all parts, tax and labor. If another repair is required, we quote and ask you before doing it.

 

Do we have to meet at Starbucks?

-No, we will meet you wherever you want. We meet at peoples places of work and sometimes their homes.

 

How do I find you when I meet you at Starbucks?

-When you come we will be looking for you. We carry a bag or a clear toolbox.

 

I'm here at Starbucks and I don't see you?

-Look around, we might be finishing another repair. Check to make sure you're at the right one. we might be running late, just wait and then call or text. If we are late, we try to text to let you know.

 

I'm running late or can't make my appointment.

-Call or text us ASAP, we don't mind re-scheduling. 

 

I need to drop off my device, where and how does that work?

-We usually meet at Starbucks for this as well. At this time we will answer any other questions you have and go over pick up details.

 

How did you get started?

-To be honest, Matt broke his own phone trying to break into his own house. He looked all over but the only options were to send it away to Apple or a third party repairer. After finding the parts, it took him three times but finally got it to work. He had a friend at AT&T and he heard that he repaired his own. Matt made up cards and it took off from there.

 

Is this your main job?

-No, this is just a side business. We repair most mornings before work and evenings starting at 5:30 and weekends.

 

My company needs someone to fix a bunch of devices, can you handle that?

-Yes, we already do. We already have contracts with local cell phone and computer companies and do all their mobile repairs. We are also the "go to" repairer for some very large companies that are in the fields of: snowboarding, auto marketing, ice cream, coffee and cheese to name a few. Give us a call for special pricing.

 

I'm too far away, can I mail you my device?

-Yes, contact us for pricing and our mailing address. Just package up your device and send a check. We provide updates and tracking when we send it back.

 

Will you be expanding to other markets?

-We hope to in the near future. We are currently looking to expand to southern Vermont and New Hampshire. Contact us if you have any interest.

 

I can't live without my phone for 30 minutes or an evening, what do I do?

-In certain cases we can give you a loaner. If not, we can help you activate an old device you might have laying around.

 

Where do you get your parts from?

-We have multiple trusted US suppliers that I have been dealing with for years. We have a wholesaler account that allows us to buy in bulk at a discounted rate much lower than what a normal consumer would buy a part for. These parts are the best you anyone can buy and we stand behind their quality. 

 

Can I buy parts off you and do it myself?

Yes and no. If we have spare parts we have no problem selling them, but we do not recommend you to do the repair yourself. Most devices might cost $50-200 on contract, but the device itself really costs about $700. One mistake and you are out that money. You can loose all your photos and contacts. We only charge a little more for the repair itself, so why take the risk?

 

Do you have any affiliation with Apple, Google, AT&T, Verizon, Starbucks, SquareTrade?

-No, although we are sometimes recommended by them and do some repairs for them, we have no affiliation. We give them our cards and ask that they recommend us as another option then sending the device away for repair.

 

I'm thinking of trying to fix it myself?

-This is not recommended. Most devices might cost $50-200 on contract, but the device itself really costs about $700. One mistake and you are out that money. You can loose all your photos and contacts. We only charge a little more for the repair itself, so why take the risk?

 

Will you teach me how to use my device, like my iPad?

-Not yet, but it has been asked before and we are looking into organizing a seminar or private classes.

 

Can you teach me how to repair my device?

-Sorry, this has been asked before as well and although we don't mind letting you watch, we don't give instructions.

 

How long does it take to fix my device?

-Most devices take 20-30 minutes. Some take a little longer and we ask you to leave it with us for an evening. We will always set up a pick up time before we even take the device. If repairing by mail, turn around time is usually 2 days and we always update you when the device has been shipped along with tracking.

 

What is your warranty?

-We have a 90 day warranty that covers all parts to be free from defect. If something goes wrong, call us and we will set up another appointment. Sometimes we need to order a new part as well. We do what we can to make you happy and if need be give you a loaner phone.

 

What does your warranty not cover?

-Our warranty does not cover repeat damage or abuse. For example, if you break your screen again, you will need to purchase another repair. The good news is that we give you discount the second time around.

 

Do I need to put money down or pay you first?

-No, you don't pay until your device is repaired.

 

What happens if you break my device?

-In over 7000 repairs, we have only had 2 devices that we admit we screwed up on. (They were not shut off before hand because the power button was broken and when the battery was pulled, it fried the motherboard.) New software prevents this from happening and if something does happen, we replace your device free of charge and you repair is free.

 

Are all your reviews real?

-Yes, all 115+ reviews are real. Thumbtack.com does not allow us to leave our own reviews. We know all the 5 star reviews are hard to believe, but we have worked very hard to be the best repairers in Vermont and upstate New York.

Are their any devices you don't repair?

-Unfortunatley yes. There are some "no name" Android devices long with lower end devices that we cannot get parts for. Some devices cost more to repair than replace, in those cases we recommend to just buy a new one. 

 

Are there any repairs you don't do?

-Yes, we do not repair software issues or internal computer problems. There are also a few repairs that require micro-soldering that we do not do as well.

 

Do you or will you be repairing the Apple Watch?

-Not yet, but once the parts become available, we will be able to do screen repairs and battery replacements.

 

I see parts cheap on eBay, why is your repair price more?

-There are three reasons why our repairs cost what they do. First, most parts on eBay are cheap knockoffs and lack the OEM quality. Second, some devices require both the glass and LCD, like the iPhone 5, and need to be purchased as one piece because they are glued together. You may see just the glass on eBay for sale, it's a scam. The third reason is, it can be very a very difficult repair that takes upwards of 3 hours like the Samsung Galaxy devices. In that case you are paying for labor and experience, rather than the cost of the part.

 

I tried to fix my device on my own and I got stuck, can you help me?

-Yes, this happens a lot. We will repair the device for a fee and use your parts, but we do not offer the same warranty. We don't know what you did, but we will do what we can to help fix it.

 

I have my own parts, will you do the repair?

-Yes, we charge you just for the repair. Most times we buy the parts for less so buying your own parts and having us do the repair will cost more. If we use your part, the 90 day warranty is no offered.

 

Does Starbucks allow you fix at their locations?

-Yes and no. We have only had a couple times when Starbucks has questioned doing business in their locations. They have nothing posted saying we can't and we have agreed to purchase a beverage while repairing. If they do come over and ask or complain, we will handle it in a professional manner.

 

Why are your prices less than everyone else?

-We buy are parts in bulk and don't have the overhead of having a shop.

 

Are your parts real?

-Yes and no. The parts we get are either OEM LCD's with high quality replica glass or real, lightly used parts. All other parts are aftermarket but are the highest quality we can get. There are rating levels and we do buy the best. All other shops in the area use much lower quality to save money, we are all about quality first. Colored parts are aftermarket but again, are the highest quality possible.

 

My device isn't listed, can you still repair it?

-Most likely yes. Call and ask. Most of the time we will need to do some research and get back to you.

 

You repaired my device and now something isn't working, what do I do?

-Contact us ASAP. Most times it is just a loose wire and we take care of it at no charge to you.

 

It has been more than 90 days and something stopped working, what can you do?

-Contact us, we will do what we can at a discount.

 

I have multiple device, do I get a discount?

-Yes, when we order multiple parts we get a discount, so we pass those saving onto you.

 

What colors do you have?

-Check out our gallery or call. We can get pretty much any color you can dream of along with really unique patterns and finishes like clear and mirror.

 

Do you like Apple or Android better?

-To be honest, we like Apple better and have all Apple devices. Matt has used Android and Blackberry and keep coming back to Apple. But with changing times, Windows and Android are looking better and better.

 

Are jailbreaking and unlocking the same?

-No, jailbreaking basically opens up your device to changes and makes it more like an Android device. Unlocking allows you to use your device on other carriers.

 

Is jailbreaking illegal?

-No, it is frowned upon by Apple, but by ruling of the US government, it is not illegal.

 

Is unlocking illegal?

-Yes and no. You can walk into any carrier and buy an unlocked phone so you can bring to almost any other carrier. If your device was purchased on contract before January 31st, 2013, then it can be unlocked. If purchased after that date, it is illegal, and we cannot help you.

 

Do you jailbreak my phone and does it last forever?

-No, we give you the information on how to do it along with what to do after it is jailbroken. It is one of the easiest things to do. If you update your software, you do loose your jailbreak.

 

Do you actually unlock my phone and how long does it take?

-No, there are only 3 places in the United States that perminately unlock your phone. We get the information needed from your device and contact them to unlock it. The process takes 24 hours and is perminant.

 

What case and other products do you recommend?

-Just ask us about cases, usually we have some great ones for sale at a discount. We also recommend tempered glass screen protectors and offer those as well.

 

What case do you have on your iPhone?

-My case is made by a company called Radius found on www.mod-3.com. It is kind of pricey and I got it through Kickstarter at a discount. I recommend the Rhino Shield, a simple but protective bumper case from www.Evolutivelabs.com. They claim you can drop it from 12 feet with nothing to worry about. It is also very thin and affordable. Contact us for a coupon code 

 

What is that silver and black disk on the back of your phone?

-It's a magnet by a company called Mobio. It attaches on to a ball on my car dash.

 

What is an ESN or IMEI?

-An ESN and IMEI are like the VIN on a car. They identify if a phone is clean meaning it can be activated to work as a normal phone.  If a phones is lost, stolen, or the account was charged off it is listed as a bad ESN or IMEI and can not be activated.

 

I hear a lot about StraightTalk, what is it?

-StraightTalk is a third party service carrier that costs less than AT&T or Verizon, but uses their towers to provide service. StraightTalk buys their network space in bulk and passes those saving along to you. To uses StraightTalk you will need a GSM phone like from AT&T or T-mobile that takes a sim card and is unlocked. Then you order a StraightTalk sim and sign up for their service. You will need to be finished with your previous service from AT&T or pay an early termination fee before bringing your phone to StraightTalk.

 

Do you recommend StraightTalk?

-Yes and no. Yes it's cheaper, but you need an unlocked phone and they have some of the worst customer service. 

 

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