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: connectors, simple backlight jobs, etc. 1 to 7 business days.
None-Routine repairs: depending on complexity and our queue this can take 1-3 days for diagnosis and 7 business days or more to complete the repair.
Data recovery: 6 weeks. (Rush data 2 weeks)
How Can I Get My Service Rushed?
Routine repairs: we will add a $3,000 to put you at the front of the line, this often results in same day service but does not guarantee it.
None-Routine repair: we do not offer rush service.
Data recovery, we offer a $13,000 RUSH DATA pass to accommodate a faster attempt at recovering data.
Why Do I Have To Give You My Passcode?
We need your passcode to test all the features (cameras, mics, speakers, sensors, WIFI, GPS, touch id, and flashlight) of the device before the repair, during the repair and before we send it back to you. If we cannot test these things before sending it back to you, then we will not be able to offer a warranty on the repair. If you’re okay with no warranty, then we’re okay with no passcode.
If you have reservations about us seeing your data, then we recommend doing a complete backup in itunes/icloud and then restore the phone to factory before sending it to us. If you do this, then please make sure that your phone is icloud unlocked with no passcode and finished the setup process so that we can get access to the home screen.
How Does The No Fix = No Fee Policy Work?
If we quote you a price for your primary problem and we can’t fix your device to solve that primary problem (i.e. “it won’t charge” or “it boot loops with a blue screen”) then we will not charge you for the labor that was rendered on the device.
For No Fix repairs, we will give you the option of paying an invoice for shipping (usually $1000 domestic for phones) or just donating the device to be used as donor board.
Do I Have To Pay A 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.
What If The Device Ends Up Having Something Else Wrong With It?
Our no fix = no fee policy only covers the primary problem only. If your device turns out to have an underlying secondary defect, then we will give you some options to add on a secondary repair or receive the device back with just the primary problem fixed. Secondary problems do not qualify for a (no fix = no fee) for the primary repair that was done. For example, if your device with no touch was solved but then it turns out to not have functional wifi, this is a secondary problem and we would still bill for the no-touch solution.
How Does Our Data Recovery Service Work?
For data recovery, we make no guarantee that the phone itself will work again, although we do attempt to extract the data from the phone by repairing the logic board hardware. For data recovery service, we offer a no data = no fee guarantee. If we can’t get your data, then no fee. If we can get your data, we will send you back your device which may or may not be functional or may be partially functional. We will maintain a local copy of your data until you let us know that your data has safely arrived at home.
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?
We offer a 12-months warranty on any board work that we have done, we also offer a lifetime warranty on select repairs. Future liquid or drop damage is excluded. However, we have never turned away any warranty service due to the 12-month limit. 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.
Do You Offer Business-to-business Wholesale Discounts?
Yes, we do provide services to corporate customers at discounted prices.