Frequently Asked Questions

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

Routine Repairs: For an additional non-refundable fee of $3,000, we prioritize your device, often resulting in same-day service, though this is not guaranteed.
Non-Routine Repairs: Rush service is not available, as we prioritize thorough diagnosis and repair quality.
Data Recovery: A $15,000 RUSH DATA pass expedites the process to approximately 2 weeks, allocating additional resources to prioritize your data recovery.
Please contact us to confirm rush service availability.

Routine Repairs (e.g., connectors, simple backlight issues): 1 to 7 business days.
Non-Routine Repairs: Depending on complexity and queue, 7 business days or more.
Data Recovery: Approximately 6 weeks, or 2 weeks with the rush option.
These timelines are estimates and may vary due to unforeseen circumstances. We strive to maintain efficiency while ensuring quality.

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.

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.

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.

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.

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.

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.

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.

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.

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

If child pornography or evidence of abuse is detected on a device, Prismatic Technology will immediately contact the authorities. We maintain strict compliance with legal and ethical standards.

Prismatic Technology reserves the right to refuse service for any reason, ensuring our operations align with our policies and values. You will be notified if we are unable to proceed with your request.

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.

Pricing for our services is established based on several factors, including the initial condition of the device, its specific model, and the complexity of the required service. Upon receiving your device, we provide an initial estimate based on your description of the issue and our staff’s observation of its physical state. A detailed diagnosis by our engineers requires a signed contract authorizing the process. Following diagnosis, a precise estimate is communicated for your approval before proceeding with repairs. Estimates may vary reasonably based on diagnostic findings, with notification provided for adjustments exceeding 50% of the initial estimate. For increases exceeding 100%, excluding data recovery services, we will seek your approval before continuing. We advise against repairs costing over 50% of the device’s market value, as assessed using industry-standard methods, and will provide written or verbal notice of this recommendation. For unlisted services, please submit a pricing inquiry via our website or contact us directly.

Upon completion of a repair, we generate an invoice in our system, which is emailed to you and accessible in your account when logged in. Payment can be made online by card using the provided link or via our website. Once the invoice is paid, your device will be shipped back to you. If the device is deemed unrepairable (“No Fix”), you may choose to pay for return shipping or donate the device for parts.

Our board-level repair services are backed by a lifetime warranty covering the primary issue(s) repaired. The warranty does not extend to the entire device or cover accidental damage (e.g., liquid, charger, or drop damage) post-repair. If a repair fails within three months and we cannot correct the defect, we will refund the repair cost. Beyond three months, we offer store credit for uncorrectable defects. Data loss is not covered, so we recommend backing up your device before sending it. Complimentary repairs are evaluated case-by-case and are not covered under warranty. If a warranty issue persists beyond the warranty period and was reported within it, we will address it. All claims must be reported during the warranty period.

If a device submitted for warranty service has issues not covered by the warranty, we will transition it to repair status to address the problem efficiently. You will be notified of the issue and provided with repair options, including an estimate for the additional service, subject to our standard pricing and approval process.

For devices with water or fire damage, we offer data recovery services only. Liquid damage can cause long-term issues, and while data recovery may succeed, the device’s functionality is not guaranteed. Repairs for such damage are not covered under our warranty due to the risk of future failure. Our focus is on retrieving your data.

Data Recovery: Devices with prior micro-soldering repair attempts (e.g., de-soldered shields) incur an additional $30,000 JMD fee due to increased complexity and reduced recovery likelihood.
Other Repairs: Any prior micro-soldering logic board repair attempt adds an $8,000 fee to account for added complexity.
These fees are included in the estimate provided after diagnosis.

If a repair does not resolve the primary issue, you may return the device for further repair. If we cannot fix it, we will refund the repair cost, excluding issues unrelated to our service. Shipping charges are non-refundable. For unrepairable devices, you may pay return shipping or donate the device, with a $1,000 bench fee deducted from any refund.

Payment is due within 21 days of repair completion. Unpaid invoices incur an $8,000 storage fee and a 5% delayed payment fee every 21 days until settled. Devices unpaid after 90 days may be considered abandoned, used for parts, or sold to cover costs. By engaging our services, you agree to these terms. Rejected payments (e.g., declined checks) add a $5,500 fee, and unpaid balances after 30 days may be sent to collections, with additional fees possible.

Our “no fix = no fee” policy applies only to the primary issue. If a secondary defect is discovered, we will offer options to repair it or return the device with only the primary issue fixed. Secondary issues do not qualify for the “no fix = no fee” policy, and charges for the primary repair apply. For example, resolving a touch issue but discovering non-functional Wi-Fi would still incur charges for the touch repair.

Data recovery focuses on retrieving data by repairing the device’s logic board, but we cannot guarantee the device’s functionality post-recovery. We offer a “no data = no fee” guarantee: if we cannot recover your data, no charges apply. If successful, we return the device (potentially non-functional or partially functional) and retain a local data copy until you confirm safe receipt. Timelines are approximately 6 weeks, or 2 weeks with the rush option.

We require your passcode to test all device features (e.g., cameras, microphones, sensors, Wi-Fi, GPS, biometrics, flashlight) before, during, and after repair to ensure quality. Without testing, we cannot offer a warranty. If you prefer no warranty, a passcode is not required. For privacy, we recommend backing up your device via iTunes/iCloud, restoring it to factory settings, and ensuring it is iCloud unlocked, passcode-free, and set up to the home screen before sending it to us.

Diagnostic fees are separate from repair costs and apply as follows:
– If a solution is found but you decline repair: 50% of the quoted repair price.
– If you cancel diagnosis before a solution is found: 50% of the quoted price for work completed.
– If no solution is found: No diagnostic fee, but a $1,000 bench fee is deducted from any refund.
These fees cover the time, expertise, and resources invested in assessing your device.

Data loss is a potential risk during electronic repairs, and Prismatic Technology is not responsible for any loss. We strongly recommend backing up your device before sending it to us, as all data remains your sole responsibility.

Prismatic Technology is not liable for any accidental or intentional damage to devices or components left in our possession. We take every precaution to handle your property with care, but unforeseen damage is a risk you acknowledge when submitting your device.

Scenario:
A customer brings in a water-damaged iPhone that occasionally powers on but randomly restarts. During the diagnostic process, the technician carefully opens the device, but due to severe corrosion on the motherboard (which was not visible externally), a section of the board shorts out completely, and the device becomes completely unresponsive.

Although the engineer followed standard procedures and handled the device with care, the pre-existing internal damage caused the device to fail during the process.

Application of the Clause:
In this case, Prismatic Technology would not be liable for the damage that occurred while the device was in their possession, because:

• The damage was not caused by negligence,

• The risk was present due to the device’s initial condition,

• The customer acknowledged this risk by submitting the device.

Once a repair is completed and you are notified, cancellation is considered a refusal to pay. You remain liable for the full invoice amount. Failure to pay within 21 days incurs an $8,000 storage fee and a 5% delayed payment fee every 21 days. After 90 days, unpaid devices may be deemed abandoned and used for parts or sold to cover costs.

If notification of repair completion is not provided, payment terms (e.g., 21-day period, late fees, abandonment) do not apply until you are notified. Once notified, standard terms begin from that date. Payment for completed repairs remains obligatory.