Top 10 Questions iMend Technicians Get Asked

One of our iTechs answers technician Mobile Phone questions

A day in the life of an iMend.com mobile phone technician is never the same as each broken device presents its own set of problems. There are however a number of questions that a mobile phone & tablet repair technician gets asked on a regular basis. We thought it would be useful to share the answers to these questions.

So let’s hear it then, the Top 10 Questions that an iMend.com Mobile Phone Techie gets asked…..

Question 1

Can you just replace the glass only on my device screen rather than having to fit a new LCD as well?

iMend.com Cracked iPhone screen
An iPhone Screen Replacement comes as a fully bonded unit including the LCD & Glass

Answer

Most phone & tablet screen replacements come as fully bonded units which mean that the glass and LCD are fused together in the frame, so the glass & LCD will be replaced in full. Glass only replacements can only be done in clean, workshop, dust free environments with specialist tools and equipment and on selected makes and models. This is why an iPhone Call Out Technician could not offer this option. There are occasions when a glass only repair can be done on some Samsung and iPad screens. These can only be done at the repair centre and will be specified on www.imend.com/repairs.  We will only complete a glass only repair if we recommend that they are a stable and high quality repair.

Question 2

Will the technician access my personal data and imagery during the repair?

iMend Adheres to Strict Data Protection Guidelines
iMend adheres to strict Data Protection protocols

Answer

No the technician will not do this.  A call out technician will perform the repair in front of you so you can see exactly what he/she are doing and you can even put the passcode in your phone without the tech seeing it.  Our Repair Centre is fully data protected and technicians all DBS checked, which means that anyone that works on your device has been background checked by iMend.com.  As we are listed on the data protection register we adhere to these regulations and we cannot access any of your data!

Question 3

My device has been immersed in water.  Should I put it in a bag of rice?

Water Damaged Phone in a bag of rice
Putting your phone in rice will not remove water from the device

Answer

No, a bag of rice will not remove the liquid from inside your device.  It’s an urban myth. Rice has actually got the potential to clog your charging port and the starch in the rice could in fact accelerate the corrosion process and cause motherboard damage.  The only solution is to send it into iMend.com for a full chemical clean. For further information read our recommendations about what to do after your device has been exposed to liquid. Water Damaged Device – What do i do next?

Question 4

Can my iPad be repaired onsite?

iMend.com iPad Repair
iMend ensure best practice iPad Repair

Answer

If you want a high quality repair we recommend that an iPad is not repaired onsite.  iPads have a large surface area of glass and as such will cause a mess in people’s homes and offices with small, dangerous shards of glass that could be exposed as part of the screen removal.  iPads also need to be heated up to high temperatures to remove the glue from the screen competently and then after the repair need to be cooled down and wrapped in a cling film/tape/clamps to ensure that the screen bonds with the frame effectively for several hours afterwards.  If this is not done there is every chance that the screen will start to lift off the frame. Take a read at why we recommend iPad repairs are not done on site. iPad Screen Replacement

Question 5

Can you replace my screen if the device or housing on the back is bent?

An iPad Mini in need of a new rear housing
Rear Housing repair on an iPad Mini

Answer

After a device has been dropped or suffered impact there is a good chance that the frame has been bent or misshapen. A repair technician will be able to to their very best with straightening tools onsite to straighten out the frame but in many cases the frame or rear housing will need to be replaced so that the device is straight enough for a screen to be mounted without it lifting off again in the future.  If the screen is not set to a straight rear surface when the device is used there is a good chance that the screen will move, lift or dislodge.

Question 6

Will i void my warranty if I have scratched, dropped or cracked my device?

iMend.com iPhone Repairs
Will warranty be voided if i crack my phone?

Answer

All repair companies warranties (including iMend.com/warranty) state that accidental damage voids the warranty and you will require a new repair.  If a screen is cracked, has signs of scratches, dents and wear and tear caused by the user this would not be covered under a typical warranty as this would be termed user fault. There are occasions however that technician error when fitting the part can cause small cracks to appear on the device for instance if key screws have been overtightened.  If this is the case then the device would be covered under an iMend.com warranty.  A trained iMend.com technician would be able to run thorough checks to identify where any responsibility lies and provide a clear recommendation quickly.

Question 7

Can I trust an iMend Technician in coming to my home address?

iMend.com Approved Call Out Technicians
iMend.com Approved Call Out Technicians

Answer

Absolutely, all iMend technicians have been vetted by the iMend.com Recruitment Team. This means that each technician that comes out to a home or business will have passed technical, customer service and completed background checks to ensure they can be on the iMend.com system.  All technicians are DBS checked for your peace of mind. When an iMend.com technician is approved they will be given an iMend Security Tag  or branded top which they will wear on every job and can show you at the front door. If you visit a technician in Glasgow, London or Manchester they will all follow the same iMend.com protocols. It might be useful to see how a iMend.com call-out repair works

Question 8

Will my Touch ID (fingerprint recognition) still work on my iPhone after a screen replacement?

iMend repairs
Touch id & fingerprint recognition advice

Answer

Some iPhone models have fingerprint recognition set in the home button including iPhone 5S, 6, 6 Plus, 6S, 6S Plus, 7 & 7 Plus.  This enables you to use the security enclave in the home button to safely pay for items via Apple pay etc. Provided that there is no damage to the home button a screen replacement on these devices will not affect this feature.  An iMend.com technician will always pre-test a phone to see if the home button is working before they start a screen replacement and then the tech will transplant the original home button as part of the repair to ensure the touch ID functionality is still operable.

Question 9

I am not sure what model of device i have  – how do I check for this?

iPhone Model Checker
Effective iMend.com model checker

Answer

All devices will have a model number that will help you to identify which device you have, so that you can book in for your repair.  The iMend.com site provides many links to help you identify which model you have across all major brands.  Some of the model numbers will be on the back of the phone, some are kept in the SIM tray and others are in the settings of the device.  Simply visit https://www.imend.com/repairs/iphone-repair/ and then select the manufacturer eg Apple, Samsung, Sony and then click on the tab “Not Sure Which Model”

Question 10

What is a mobile phone or tablet diagnostic?

Burntwood Mobile Phone Repairs
iMend.com Mobile Phone Diagnostics

Answer

A diagnostic is beneficial when you can’t specify what is wrong with the device.  For instance if the device won’t turn on, if it has intermittent issues or is just not performing as it has in the past it is useful to run a diagnostic to quickly and effectively pinpoint the issues, rather than manually changing parts on site.  iMend use computerised diagnostic software that test all areas of the device including battery life cycles, bluetooth, camera, microphone, screen, GPS, headset and much more. Combined with other visual checks this will enable the Diagnostic Techs to quickly identify the correct repair issues first time and backed with a full report.  The other bonus is that a diagnostic is only £19.99 with iMend.com and as if the customer goes ahead with the repair this diagnostic fee is deducted from the overall cost.  Read more about how an iMend.com Diagnostic works.

So there you have it the Top 10 Questions that are asked by our customers.  We hope these have been helpful.  If you have any more questions or a general query the iMend.com site is packed with helpful hints, tops tips and information to help you make your repair decisions.

Here are some places that may be helpful.

iMend Blog

iMend Frequently Asked Questions

Facebook

Twitter

If you can’t find out the information that you are looking for or would like to talk through a fault with your device call us on 0333 014 4262 or email support@imend.com

iMend.com Launch Apprenticeship Programme

iMend Apprentice Scheme with Stuart Parker

www.iMend.com one of the UK’s largest and fastest growing mobile phone & tablet repair services has invested in an Apprenticeship Programme to support the huge increase in the number of businesses and consumers using their repair service. The investment in apprentices will help to support a massive increase in the number of repairs seen both at their Midlands Repair Centre and also in supporting their 300 plus field based iTechs on the road in planning customers repairs at their home and work.

iMend.com are working in partnership with Midlands leading training provider In-Comm in sourcing high quality apprentices across sales, customer service and repair technicians roles.  Sarah McConomy, Commercial Director at iMend.com states that “recruiting talent into a business is important not only in ensuring that we help local school & college leavers find a career path that is right for them but also in ensuring that we as a business have a structured development ladder that motivates all employees and future proofs the business. An apprenticeship is a great alternative to further higher education, which isn’t the correct path for everyone by offering them a great mix of relevant practical, real life and tutored academic skills that add value to them and to the business in the long term”.

iMend have worked exclusively with training provider www.in-comm.co.uk to source apprentices in roles for Mobile Phone Repairs and also in Sales & Customer Service channels. In-Comm are also helping to develop a wider company training programme in key areas for the business to maximise efficiency.

Sarah continues “We have a great team of mentors and team leaders in the business that are helping our apprentices learn how to repair phones properly to ensure best practice skills and a qualification in Manufacturing Operations that ensures a high performing repair centre. The independent mobile phone repair industry is largely self taught and as a repair training school ourselves (www.imend.com/training) providing a structured mobile phone repair development programme will help to ensure the industry continues to develop and offer higher levels of professionalism and excellent standards. Our Customer Service Apprenticeships are backed by an NVQ Level 2 in Customer Service, so we ensure our customers are offered a high level of service that puts the user at the heart of the repair journey”.

Our Apprentice is Carrying out an iPad Repair

Bryn Roberts, 18 has recently been employed as a Mobile Phone Repair Apprentice at iMend.com and is studying for an NVQ Level 2 in Performing Manufacturing Operations.  Bryn states; “ I wasn’t really sure of my career path before I started this role last year, but knew that I wanted to do something highly practical.  University just wasn’t for me, so being given an opportunity to train in this field and be mentored by a great team leader has no doubt kickstarted my career at iMend.com”.

Eleanor Taking Calls at the iMend Call Centre

Eleanor Cox, 20 had worked in customer service roles before on a part time basis and has been looking for the right Apprenticeship Placement for months before the opportunity with iMend as a Customer Service & Sales Apprentice came along.  Eleanor will complete her NVQ 2 in Customer Service through In-Comm and is already offering high levels of support in the customer service team.  Eleanor states “ I love the positive, can do attitude at iMend, it’s really inspiring.  Customer Service is definitely a professional discipline that can be perfected with good mentoring and training. I love speaking to customers, booking their repairs and ensuring that they are delighted with the whole process.  Already I have mastered sales, live chat, and email channels. This opportunity will help guide my career path moving forward”.

Bryn Demonstrates his iPad Training

Stuart Parker, Business Development Advisor at In-Comm stated, “It’s been great working with the team at www.iMend.com and supporting their training, growth and development needs.  They have a fresh approach to Apprenticeships coupled with a lovely working environment.  We are not only supporting them in Apprenticeships but looking at ways of developing their Team Leaders to ensure they have a proactive development programme for all team members in the business. We are working collaboratively with Sarah and her team to identify skill gaps, help drive efficiency improvements and growth initiatives that will ensure sustainable continued growth over the next 5 years”.

iMend.com are committed to offering its customers an outstanding repair experience and thus investing in training and developing young people in delivering the company values is at the heart of the business.  Sarah McConomy added; “The Apprenticeship Schemes are working really well for the business and we intend to continue to bring in more as the need arises.  With each Apprenticeship we outline a 3 year vision for that person in the business, to see the investment over time adding huge value for all partners involved”.

If you would like to enquire about a Modern Apprenticeship or book in a mobile phone or tablet repair please give us a call on 0333 014 4262 or email support@imend.com

IT Professionals opt for iMend.com Business Service

Inside the iMend Repair Centre

iMend.com is largely known as the “go to” place for on-demand call out mobile phone repairs. Our talented techs come to the users nominated address and repair their phone in front of them. iMend have built up an array of 5 star reviews from thousands of customers who have booked and loved the repair service, but just as many repairs are now being completed for businesses across the UK, as more and more IT Professionals realise the value in opening an iMend.com Business Account.

iMend.com for Business is growing faster than any other part of the the iMend offering.  In fact some of the biggest companies on the high street and most famous brands are calling on the iMend technicians to repair their companies phone and tablets.  

So why would thousands of IT Professionals sign up for an iMend.com Business Account? Here’s 10 reasons..

1. Avoid Employee Downtime – Stay Connected!

Companies spend tens of thousands of pounds a year on buying and managing the inventory of mobile phones & tablets.  These valuable assets are then given to their employees as a key tool in their role. Think about service technicians on the road, engineers who need to stay connected, salespeople who rely on their devices as the principal tool in their kit to stay connected.  If these guys are without their devices it’s an expensive time for the company as not only is the sales person out of action the company has to think about the dreaded swap out that kills time and money. iMend guarantees the fastest option with a same-day call out or insured collection and speedy repair of any device.

Stress free phone repairs for your employees

2. Save Money & Repair

It’s cheaper to repair a device than buy a brand new one.  Many companies report a swap out bill of tens of thousands of pounds per year as their cupboard of old phones and tablets carries some serious dust.  Not only can iMend’s repair option save an IT Professional 70% of the value of a swap out, even on the most expensive repairs like screens, it is dutifully saving the IT Manager’s budget to apportion in other areas.  Extra brownie points for those ultra savvy IT operators.

Save money and repair damaged devices rather than replacing them

3. Hit Company Environmental Objectives

Companies are now signing up to CSR and carbon footprint policies and getting better value out of their asset base.  The term “sweating your IT asset base” is fundamental in ensuring that excessive waste and maintaining a product’s lifespan is adhered too.  Phones and tablets can last up to 5 years longer and with high quality repairs can ensure that the devices are loved for a lot longer and the asset therefore does not depreciate as quickly on the P&L

Repairing can extend the lifecycle of your devices

4. Repair Option Opens Up as IT Managers are no longer tied into Contracts

Companies now can opt for Business Sim Only Deals. Previously businesses were tied into long and excessive contracts with operators which were costly for the business. With many SIM only deals IT Managers are responsible for maintaining their own device stock whether they lease or they buy the device outright. Businesses now require transparency between the cost of the device and the cost of the line rental, which means the world or repairs is becoming much more important. Now IT Negotiators may keep hold of their older phones and tablet base for a longer period of time and buy into value and cost effective business SIM only deals. This means that the the world of repairs becomes a cheaper and essential one for the IT operator at a company.

Cost Effective Business Only Sim Deals

5. A Professional Invoicing & Admin Service

Up until now many of the repair offerings in the marketplace have lacked a professional back end solution that iMend.com offers. A repair has had to be paid in cash or upfront, which doesn’t suit most business systems. iMend have developed sophisticated software that can manage multiple cost centres, multiple repairs in different locations and ensure approvers stay in control of users expenses. iMend business accounts come with a credit and invoice facility. So all repairs are professionally managed by a full back end accounts team.

Professionally managed repairs supported by a credit / invoice system

6. A Repair offering with Nationwide Coverage

A majority of companies have a Nationwide presence even if this just means their employees travel over the UK. iMend have nationwide coverage and as such can meet the needs of the ever changing remote working culture and professional service desk managers needs. Previously for multi site businesses IT Professionals would have had to use multiple repair companies across the country. iMend is the only nationwide company in the UK, with 300 technicians on the road that can offer a single point of repair support. We can also repair any make or model of phone, so if a company has a mixture of different devices iMend.com can fix it. iMend act as a One Stop Shop For Mobile Phone & Tablet Repairs for Businesses.

iMend's Nationwide Call-out Coverage

7. iMend offer a Professional IT Incident Service Desk

Modern Service Desk and IT professionals demand a speedy, prompt and professional service desk team to log faults and issues that can create downtime and problems in their business. This is because that is exactly what is expected of them in their business! This is exactly what iMend.com have developed – a solution that today’s IT Professional would expect! iMend have a team of highly trained service desk specialists, all trained in customer service and mobile phone front line issues. iMend also have a team of technicians available immediately to speak to business customers over the phone to discuss issues and seek advice about the devices. All businesses get treated as a priority customer. They have a private email address and a team of business professionals that will respond to a repair issue within minutes and ordinarily will organise a repair on the same day.

The iMend Service Desk

9. A Data Protected Repair Solution

Companies have worried about the data protection of their assets in the past. This is a very justified worry and one that has prevented IT professionals from using a repair service. iMend has turned this worry on it’s head by ensuring that their repair centre is fully data protected and every single technician on its system is DBS and background checked. iMend also adheres to strict, published protocol and has clearly published terms and conditions on it’s website. With clients from councils, government, police forces, education, MOD and huge well known corporates the days of worrying about data protection are less sensitive for companies.

iMend Adheres to Strict Data Protection Guidelines

10. The Speediest Repair solution in UK

IT Professionals have been put off yesterday’s repair solutions due to the length of time they have taken to get a device back into operation. Waiting around at a Genius Bar for an average 14 day repair, sending the device back to the manufacturer which takes over a week for the device to reappear is a non starter. The inconvenience and time taken to organise the repair would have tested the patience of a saint. iMend positions itself on speed and convenience. With a call-out solution of same day and an average ETA of 1-3 days at it’s repair centre for multiple devices, it’s service has revolutionised the idea of repairs for thousands of IT professionals.

The iMend Call-out Car

iMend.com’s Commercial Director, Sarah McConomy comments “In a business market where there are millions of people that need to be connected on a daily basis, previous solutions for repairs haven’t been able to meet the expectations of modern IT & Procurement people.  IT Professionals have been tied into contracts that mean they can only swap devices out or have been put off sending devices to somebody they can’t trust.  iMend.com have created the only solution targeted to meet the needs of the busy IT, Service Desk and Procurement Professional to half budgets, save time and provide a totally stress free experience for employees and the whole business”.  

With a no fix no fee policy on most repairs and a 12 month warranty (www.imend.com/warranty) iMend are the Number One repair choice for businesses for a reason!

If you are a company that would like to learn more about iMend’s Business Services please email business@imend.com.

If you would like to open an account please simply complete the few details here and a Business Manager will be in contact within minutes to approve your account and talk through the next steps.  There are no setup costs and the business account can just be used as and when you have a repair needed.

Apply for a business account: here

iPhone 7 Repairs Available as Call Out

iPhone 7 Screen Replacements Available as Call Out

 

iMend.com is the only company in the UK offering a nationwide call out mobile phone repair service. iMend have offered mail-in repairs for iPhone 7 repairs for months, but can now offer the only nationwide call out service in the UK and repair the iPhone 7 on site at a location of your choice!

Users with a broken iPhone 7 can book a same-day or next-day repair from one of our 300 technicians to replace iPhone 7 screens, batteries charging ports & buttons all in the convenience of the users home, office or a preferred location

 

Book iPhone 7 Screen Replacement
PRICE: £199 plus £15 call out

View ALL iPhone 7 Repair Prices

For more information relating to our phone & tablet repairs contact:
Call: 0333 014 4262 / Email: support@imend.com