We rely on our phones. When they break, we need our phones fixed — fast. Unfortunately, there are numerous barriers to fixing our smartphones. Manufacturers don’t offer certain repairs and can push consumers into purchasing upgrades instead. Our survey of 302 independent repair technicians shows that independent shops offer more options for repair, but are struggling to access parts, service information and repair software which is necessary to fix phones — which manufacturers won’t let these independent shops have.
When people can’t fix their phones — or can’t find a repair technician who is willing and has the necessary parts and information to do the job — they have to get a new phone. And, in addition to the hit to your pocketbook for a new device, manufacturing a new phone takes a toll on the planet.
Apple limits repair options both in and out of their stores
This means that at least 78 percent of technicians reported their place of businesses offered repairs that fall outside what Apple said they offered. Because Apple does not offer board-level component repair for consumers’ devices, 54 percent also offered a type of service Apple doesn’t offer.
The lack of diagnostic software is increasingly a concern. Asked, “Would your business be more successful if you had access to Apple or Samsung’s repair diagnostic software?,” 89 percent answered “Yes,” and only 2 percent answered “No.” Similarly when asked if they support Right to Repair reforms, 92 percent of surveyed shops answered “Yes,” and only 2 percent said these reforms were not needed.
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