Systems and Operations
Now that you have trained technicians using quality parts, you need systems in place to ensure a smooth experience.
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The workflow of repairing a device for a customer
Step 1: Check-in the device with the customer
It is vital that you check the condition of the device in its current state, WITH the customer.
Have either a physical or digital "ticket" for documenting the device, customer, and expectations.
Test every sensor available on the device, to determine what works, what doesn't, and what items are not tested.
Ensure that there is an agreement between you and the customer on what is being repaired, what won't be fixed by the repair, and any warranty (if offered.)
Gain signature or initials of the above condition, and begin the repair after letting them know a general ETA of repair duration and what to expect when completed i.e. phone call, text, email, etc.
Remember that expectations are everything. Under promise, and over-deliver. Always use terms in "based on the information provided, it's likely that XYZ" but never guarantee that a specific repair will 100% fix something upfront, but describe what's likely based on the information you have.
Step 2: Repair the device
Begin the repair of the device. Take notes (inside the repair ticket) if anything out of the ordinary is found on the inside of the device, or that the customer should know.
If possible, call the customer during repair if there is something that has arisen that will keep you from performing the repair or will result in the degradation of the device, or require more parts that would require a higher cost. Water damage is one of the most common things found in a device
Once complete, notify the customer that the device is ready for pickup.
Step 3: Customer pickup
Review the repair with the customer, and give them any information of note. Have them inspect the device and complete a post-repair checklist on the device, checking the same sensors you checked pre-repair.
Finalize the repair ticket, and get signatures from the customer stating that they are picking up their device, and in the condition, you specified after repair. This will create a timeline and documentation of the device while it was in your possession.
Review the warranty terms (if any) with the customer and state:
What's covered
What isn't covered
The length and term of the warranty
How to redeem
How do you handle warranties on repairs?
Trying to determine if a repair you performed is in warranty, or out-of-warranty can be difficult. I've outlined some steps to help in this situation.
Determine if it's within your stated warranty period. Example 90 days.
Determine if it's an issue with the repair you performed and not another component.
The device might be having an unrelated issue separate from the component you fixed.
Determine if the issue is within the scope of your warranty offering. Examples:
Most warranties don't cover incidental damage meaning if the customer drops their phone, or breaks the display you fixed, that is not something covered under most warranties.
Water damage typically voids most warranties as the water damage could be affecting the part you replaced, through no fault of your installation or part failing.
If the repair meets the criteria of being in warranty, replace the faulty part. If the part does not fall under warranty, present the options to the customer as to why, and try and pinpoint the source and let them know the options. That might be a paid-for repair, a software fix, or it may be an unrepairable issue, which happens.
A specific warranty offering might sound something like "Our parts and installation are covered for up to 90 days from the purchase date. The warranty does not cover incidental damage meaning if the repair part gets dropped and damaged. Water coverage, frame damage (forcing more damage to the repaired component), and tampering voids the warranty. If the device is free of any incidental damage, water damage, and frame damage, the repaired component will be replaced for free within 90 days should it be found by a technician to be faulty or defective.
You'll want to contact your legal professional to omit/add more terms and conditions to this.
What to do with defective parts, and broken LCD's from devices
There are several scenarios where you'll have either defective parts or damaged displays/parts from when you replaced them in customers' devices. These are valuable!
Defective parts
You may find you have defective parts typically in one of two scenarios. First, you are installing the part in a customer's device and find that it's not functioning. Next, you might have a customer come back days or weeks later describing a defective part. If you replace that part, you'll have a defective part in your inventory.
All of the vendors (MS, MD, IG) I have described in the Parts and Tools section will give you a 100% refund on any defective parts you send back. They'll verify that there is no incidental damage to the part, just like your store's warranty as well. You'll log in to your account, create what's called an RMA (return merchandise authorization) and they'll either refund or give you a credit on your account. Check with your vendor of choice to keep up with their policies.
Broken or cracked displays
Broken and/or damaged displays are actually quite valuable. The vendors we have listed will actually give you credit or reimbursement for a qualifying damaged screen that you send back. An example is if you send an iPhone 12 cracked screen back to Mobilesentrix, they'll give you $65. Each site will list what qualifies for what price. In the iPhone 12 example, that would mean it needs to be an OEM display, with a fully-intact non-damaged OLED display. A lot of companies will refurbish and salvage these expensive components, rebuild them, and sell them as refurbished parts.
Each vendor I've presented has an LCD buyback program. There are many in the industry that might offer more money, or suit your needs better however if you use the same vendor for purchasing as you do for LCD return, you might benefit from the internal credits they can provide.
The process for LCD Buyer (Broken-used screens)
One of my favorite vendors for sending cracked screens is LCDBuyer. Once an account is set up, they'll send you free boxes with partitions for your broken screens. Once your box is full, you can then download a free pre-paid label and send it to them.
Every location should have an LCD Buyer box with cardboard slots to fit damaged devices in. AS SOON as you complete a repair, place the damaged screen into this box.
Once the box is full, log in to your LCDBuyer account, and "Request a shipping label"
Print the label, attach it to the box - and drop it off at the carrier.
Payment will be submitted to your ACH account of choice.