Hours:  Mon‑Fri  10:00am‑5:00pm   Sat 10:00am‑3:00pm

Frequently Asked Questions

How Do I Send In My Device For Repair?

First, fill out a repair ticket in the above tab or click here:  Reapair ticket.

What Is The Turnaround Time?

Routine Repairs:
For routine repairs, which encompass tasks like addressing connectors, simple backlight issues, and similar concerns, our efficient processes allow our engineers to typically complete these repairs within 1 to 7 business days. This timeframe reflects our commitment to swiftly addressing common issues and ensuring that your device is back in your hands as quickly as possible.

Non-Routine Repairs:
The timeline for non-routine repairs is influenced by several factors, primarily the complexity of the issue and the current demand in our repair queue. Upon receiving your device, our skilled engineers dedicate 1 to 3 days for a thorough diagnosis, ensuring a comprehensive understanding of the problem. Subsequently, the repair process may extend beyond this initial diagnosis period, taking approximately 7 business days or more to complete. This extended duration accounts for intricate repairs that demand meticulous attention to detail and the careful execution of advanced techniques.

Data Recovery:
Data recovery is a specialized service that demands an extended timeline due to its intricate nature. Our comprehensive data recovery process requires approximately 6 weeks to ensure that your valuable information is meticulously retrieved and safeguarded. For instances where urgency is paramount, we offer a rush data recovery option that expedites the process to approximately 2 weeks, enabling you to regain access to your data sooner.

It’s crucial to acknowledge that our estimates are carefully calculated based on optimal circumstances. However, certain unforeseen events, such as external factors beyond our control – as exemplified by the reference to a worldwide pandemic that impacts various aspects of the repair process – can lead to additional delays. While we are dedicated to minimizing disruptions and adhering to our timelines, instances like these may necessitate an extension of the estimated timeframe.

Our team of engineers remains steadfast in our commitment to providing you with the highest quality repairs, whether routine or complex and ensuring that your device is returned to you in optimal condition. We appreciate your understanding of these timelines and factors that contribute to a successful repair experience.

How Can I Get My Service Rushed?

Routine Repairs:
When it comes to routine repairs, we understand that time is often of the essence. That’s why we offer an expedited service option for an additional fee of $3,000. By choosing this option, you secure a priority spot at the front of our repair queue. This premium service is designed to significantly reduce waiting times and, in many cases, may result in same-day service. However, it’s important to note that while our priority service maximizes efficiency, we cannot guarantee same-day service due to the varying complexities of repairs that may arise. The $3,000 fee for the priority service is non-refundable and ensures that your repair process is streamlined and expedited.

Non-Routine Repairs:
For non-routine repairs, we maintain a commitment to delivering comprehensive and high-quality solutions. At this time, we do not offer a rush service for non-routine repairs. Our dedicated engineers focus on thorough diagnosis, meticulous repair work, and comprehensive testing to ensure that your device is restored to its optimal functionality. While we understand the desire for speed, our priority remains in providing reliable and effective repairs for all complex issues.

Data Recovery:
Understanding the critical nature of data recovery, we offer a specialized option to expedite the process. Our RUSH DATA pass, available for $15,000 JMD is specifically tailored to provide a faster attempt at recovering your valuable data. By choosing this option, our engineers will allocate additional resources and prioritize your data recovery process. This investment ensures an intensified effort to retrieve your data promptly. While we cannot guarantee a specific timeline, the RUSH DATA pass significantly enhances the chances of speedier data recovery.

We value your needs and preferences, and our service options are designed to provide flexibility and customization to accommodate a range of requirements. Whether you’re seeking priority service for routine repairs, comprehensive solutions for non-routine repairs, or an accelerated data recovery process, we strive to offer options that align with your expectations and urgency. Please don’t hesitate to reach out if you have any questions or if there’s a specific service option you’d like to explore further. Your satisfaction and peace of mind are our top priorities.

How Can I Get My Warranty Service Rushed?

Warranty And Rush Service

If your device is covered under warranty and you bring it in for repair under warranty, you will not automatically receive rushed service. Prismatic Technology offers an expedited service option for routine repairs for an additional fee of $3,000, which prioritizes your repair in the queue and aims to reduce waiting times. However, this expedited service is not automatically provided for warranty repairs.

Warranty repairs are typically handled according to the terms of the warranty, which means the standard warranty service will be provided. If you want the expedited service for your warranty repair, you would need to inquire with Prismatic Technology if this option is available for warranty repairs and if there are any additional fees associated with it.

In summary, warranty repairs are subject to the standard warranty terms, and any rush or expedited service would likely come at an extra cost and may not be automatically included in warranty repairs.

Why Do I Have To Give You My Passcode?

To ensure a comprehensive evaluation and proper functioning of all features (including cameras, microphones, speakers, sensors, Wi-Fi, GPS, Biometrics, and flashlight) during the pre-repair, repair, and post-repair stages, we kindly request your passcode. Your passcode facilitates thorough testing. It’s important to note that if we are unable to conduct these tests before returning the device to you, we regrettably cannot extend a warranty on the repair. If you’re comfortable proceeding without a warranty, we’re content with not requiring your passcode.

We understand that you may have concerns about your data privacy. In such cases, we recommend performing a complete backup using iTunes/iCloud and subsequently restoring your phone to its factory settings prior to sending it to us. If you choose this route, please ensure your phone is iCloud unlocked, devoid of a passcode, and has completed the setup process, allowing us access to the home screen.

If you face any challenges while following these instructions or if you seek additional clarification regarding the handling of your sensitive data, we encourage you to refer to our Data Privacy and Security Policy page for more detailed guidance.

How Does The No Fix = No Fee Policy Work?

If we provide you with a quoted price for addressing the primary issue with your device and we are unable to successfully resolve that primary issue (e.g. “it won’t charge” or “it boot loops with a blue screen”), you will not incur any charges for the labor expended on the device.

For repairs categorized as “No Fix,” you will have two options: you can either choose to cover the bench fee by settling an invoice (typically $1,000 JMD), or you may opt to contribute the device for use as a donor board.

Do I Have To Pay A Diagnostic Fee?

Diagnostic Fee: Diagnostic service fees are not included in the repair cost. If a diagnosis is needed to find out the problem and there is a solution but you chose not to repair the device then a fee will be charged for the time to do the diagnosis service, 50% of the accurate price quoted to repair the device.

At Prismatic Technology, we are dedicated to providing exceptional repair services while ensuring transparency and fairness in our interactions with customers. As part of this commitment, we have established the following policies regarding diagnostic fees and cases where the issue is non-identifiable or the device is unfixable:

Diagnostic Service Fees:

Diagnostic service fees are not included in the repair cost. When you bring in a device for repair, our skilled technicians will perform a thorough assessment and diagnosis to identify the issue accurately.

In cases where a diagnosis is required to determine the problem and our technicians successfully identify the issue with a viable solution, you will be informed of the recommended repair and its associated cost.

If a diagnosis is completed, and you decide not to proceed with the suggested repair, a diagnostic fee will be applicable. The diagnostic fee will amount to 50% of the accurate price that was quoted for the repair of the device.

The diagnostic fee accounts for the time, expertise, and resources invested by our technicians to accurately diagnose the problem with your device. Even if you choose not to proceed with the repair, the diagnostic process still involves valuable effort on our part.

Non-Identifiable or Unfixable Issues:

In rare instances where our engineers are unable to identify the issue with your device, or if it is determined that the device is not fixable, or if the repair is not viable we have the following provisions:

If our diagnostic process fails to identify the problem, and as a result, we are unable to proceed with the repair, you will be eligible for a full refund of any payments made for the diagnostic service.

A nominal bench fee (JMD 1,000) will be deducted from the refund amount. This bench fee covers the operational costs, time, and resources expended during the diagnostic evaluation.

We believe that providing detailed diagnostics ensures transparency and allows you to make informed decisions about the repair of your device. Please feel free to reach out to our customer service team if you have any questions or concerns about these policies.

Thank you for choosing Prismatic Technology. We look forward to assisting you with all your repair needs.

What If The Device Ends Up Having Something Else Wrong With It?

Our “no fix = no fee” policy specifically applies solely to the primary issue. In cases where your device reveals an underlying secondary issue, we will present you with various choices: you can opt to include a secondary repair, or alternatively, choose to have the device returned with only the primary problem addressed. It’s important to note that secondary issues are not eligible for the “no fix = no fee” arrangement pertaining to the primary repair. To illustrate, if we successfully resolve a no-touch problem on your device, but subsequently discover an issue with functional Wi-Fi, this qualifies as a secondary issue and the charges for the no-touch solution would still apply.

Secondary issues refer to additional problems or defects that are discovered in a device after the primary problem has been addressed or during the repair process. These issues are distinct from the main or primary problem that prompted the repair in the first place.

For example, let’s say you brought in your smartphone because the screen was cracked and not displaying properly (the primary problem). After fixing the screen, the engineer realizes that the Face ID feature is not working (a secondary issue). In this scenario, the cracked screen is the primary problem that you initially sought to have fixed, while the Face ID issue is an additional problem that was uncovered during the repair process.

In the context of the policy you mentioned earlier, the “no fix = no fee” policy applies exclusively to the primary problem. If the engineer discovers secondary issues while working on the device, the policy wouldn’t necessarily cover the repair of those secondary problems at no cost. This means you might be charged for addressing the secondary issue.

What If My Device Is Not Fixable?

If the device is not repairable, we can send it back to you or recycle it here locally and refund your deposit, minus a $1,000 bench fee for the time we spent attempting to repair it.

How Does Our Data Recovery Service Work?

In relation to data recovery, it’s important to clarify that while we strive to extract your data by repairing the logic board of the device, we cannot guarantee the complete restoration of your device’s operational status. Our primary focus is on retrieving your data from the device.

Our data recovery service comes with a “no data = no fee” guarantee. This means that if we are unable to retrieve your data, you will not incur any charges for the service. In the event that we successfully recover your data, we will return your device to you. However, please be aware that its functionality may vary – it could be fully operational, partially operational, or non-operational.

To ensure the security of your data, we will retain a local copy until we receive confirmation that your data has safely reached your home. This additional measure is designed to maintain the integrity and safety of your valuable information throughout the entire process.

What Other Repairs Do We Do?

We love to work on strange stuff, send us a quote request. Anything electronic that would be more expensive to replace than to repair the board, we are open to giving it a try.

How Does Repair Warranty Work?

Warranty: All board-level repair services are guaranteed by our industry-leading lifetime warranty. Our guarantee covers the primary issue (or issues) that we repaired but does not cover the entire device. Accidental liquid, charger, or drop damage after you have received the device is also not covered. If your repair fails within three months and we cannot correct the defect in workmanship, we will refund you the cost of the repair. Beyond the three months, if we cannot correct the defect in the workmanship, we will issue store credit for the cost of the repair. We only send out robust repairs and have a very low rate of warranty problems. If your repair fails during the warranty period we are happy to take a look at it and see what we can do. You pay for return shipping to us and if there is a warranty issue, then we cover return shipping back to you.

A warranty doesn’t mean that you will automatically get a refund or a new device if the product or service is defective, Prismatic Technology is entitled to fix the device first. On the other hand, if you reported a defect to Prismatic Technology during the warranty period and the product wasn’t fixed properly, Prismatic Technology will correct the problem, even if your warranty expires before the product is fixed. Warranty claims must be reported within the warranty period.

LCD Screen: the limited lifetime warranty covers all manufacturer issues on the screens such as touch sensitivity issues, dead pixels, etc. Any and all physical damage or liquid damage of any capacity on the screen will void the warranty provided.

Screen protectors: or tempered glass are not covered by warranty, if your LCD is being replaced under warranty Prismatic Technology will not replace the screen protector.

Do You Offer Business-to-business Wholesale Discounts?

Yes, we do provide services to corporate customers at discounted prices.

I'm Nervous About Sending My Device To You, How Do I Know That You Won't Just Use It For Parts?

At the core of our business philosophy lies a commitment to excellence and customer satisfaction. We take immense pride in our well-established reputation within the repair and IT community, and we invite you to explore the various platforms where our satisfied customers have shared their experiences.

On eBay.com, our track record is evident through a history of successful transactions and positive feedback from numerous customers. With over 100 positive feedback ratings, we have consistently demonstrated our dedication to delivering quality service and reliable solutions.

In addition, our presence on social media platforms such as Facebook showcases authentic customer reviews that reflect the genuine experiences of those who have entrusted us with their repair needs. We encourage you to engage with these firsthand accounts to gain a deeper understanding of our commitment to customer satisfaction.

Our strong presence on Google Reviews further underscores our principles of transparency, integrity, and professionalism. We value honest feedback and continuously strive to enhance our services based on the insights shared by our valued customers.

For a comprehensive visual insight into our work, we invite you to explore our YouTube channel, where we showcase our repair processes, techniques, and the successful outcomes we’ve achieved for our customers. This transparent approach aligns with our commitment to open communication and ensuring you’re well-informed about the solutions we offer.

At the heart of our success are the policies and principles that guide us:

1. Quality Assurance: We adhere to stringent quality control measures to ensure every repair is executed to the highest standards, minimizing the risk of future issues.

2. Customer-Centric Approach: Your satisfaction is our priority. We actively listen to your needs, provide transparent explanations, and tailor our solutions to address your specific requirements.

3. Expertise and Experience: Our skilled engineers possess extensive knowledge and hands-on experience in the field, enabling us to tackle a wide range of complex repair challenges.

4. Continuous Improvement: We’re committed to staying at the forefront of industry advancements. Our ongoing training and adaptation to new technologies ensure we provide innovative solutions.

5. Data Privacy and Security: Your data’s safety is paramount. We strictly adhere to data protection protocols to safeguard your personal and sensitive information.

6. Communication: We believe in clear and consistent communication. You’ll be kept informed throughout the repair process, ensuring you’re comfortable and well-informed every step of the way.

We encourage you to explore our reputation and engage with the feedback shared by our customers. Our aim is not only to meet but to exceed your expectations, ensuring that your experience with us is nothing short of exceptional.