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Frequently asked questions

General Questions

Multiple problems are being encountered on my device, are there any repair bundles that you offer?

Yes, we do. You can give a call at 903-617-6251 for any service related query.

If my iPhone is semi-assembled can I still send it to you for finishing the repair job?

That is completely fine. For this you need to purchase the diagnostic service and send your phone in. You will receive a call from one of our team members who will quote the rate before beginning any work on your iPhone.

Are there any kind of repair services available for other phones too?

Yes, sure there are! All you have to is, browse our 'Repair Services' section.

What if I want to get an iPod or any other Apple product repaired?

In addition to iPhone repairs, we offer a wide varitey of iPod, iPad, and Mac repairs. If you are interested in a repair please contact us at 903-617-6251 or browse our repairs section.

Am I supposed to checkout online to mail in a phone for repair at your store?

We will always recommend you to checkout on line prior to sending in your phone. Checking out online prior to sending in your phone helps us smoothen the repair process as we will have easy access to your information thereby preventing any further delay. If you would prefer to send in your iPhone without purchasing a service online, we would appreciate if you include your contact information and a brief explanation of the issue(s) you are experiencing with the iPhone. This will help us minimize any repair delays and return your phone as fast as possible.

Do you render any warranty on the repairs you provide?

Yes, a limited lifetime warranty is offered.

Mail In Repairs and Shipping

Where do I send mail in repairs to?

Please ship your phone to our mail in service location at: SmartPhone ER 5225 S. Broadway Ave, Next to Jimmy John's Tyler, TX 75703 Please include your name and/or order number with the phone so that we can quickly locate your order and begin the repair when it arrives at our repair facility. Once the phone has been repaired, we will return it to shipping address that was specified during checkout.

Will you need my SIM card to test the phone?

Not at all. We have our own SIM cards to test the phone with. So we won't be needing your sim card.

Am I supposed to share my pass code with you?

Yes you will have to tell us your pass code because if there is a pass code on the phone it hinders our ability to test all the functions of the device. Please provide your pass code with the device when you send it in for repair. If you do not wish to provide your pass code, certain device functions including but not limited to; the camera, wifi and bluetooth cannot be tested and cannot be guaranteed.

Is there a way you bill my shipping account with FedEx or UPS for return shipping?

Yes, there is. We would appreciate if you call us at 903-617-6251 to make the proper arrangements. Note that we are not responsible for packages lost in transit back to the customer if they supply their own shipping label or shipping account.

What if I am not comfortable buying a part for repair service on the website? Are there any other ways by which I can pay?

If you want to arrange other forms of payment please call us at 903-617-6251 and we would be happy to assist you.

Water Damage Service

I dropped my phone in liquid that was not water, should I send it in for the water damage service?

Absolutely. Though the salt in salt water is very corrosive and can be very damaging to electronic devices, there is no reason to not send in your device in for a water damage repair. Our success rate on salt water damage is lower than that of a device that has been dropped in other liquid but there is still a good chance that is can be repaired, and if it cannot you will pay nothing so there is nothing to lose.

What should I do if my device falls in water or another liquid?

First and foremost, do not attempt to turn the phone on as that can cause a serious short circuit. Next send the device in for our water damaged service. Our chance at repairing the phone increases substantially the sooner we receive it.

My device fell into water, should I let it dry out to see if works before I send it in?

Though the device can sometimes begin working again on its own after water damage, it is very uncommon and not a likely outcome. It is more likely that corrosion and residue deposits will begin to form on the logic board making the repair process more difficult. We recommend sending the device in as soon as possible even if it is still wet as our chance at repairing the device increases substantially the sooner we receive it.

My device was water damaged and now everything seems to work fine except for one function, do I still need the full water damage service?

Yes. Though only one function may not be working, it could be caused by a variety of things. For example, if your home button is not functioning properly, the issue may be caused by the home button flex, the lower dock connector assembly, the Logic board, or any combination of the three since the phone was water damaged. If the device has not been water damaged, a home button issue is almost always caused by the home button flex, however since the phone has been water damaged, standard rules do not apply. This why we offer a water damage service specially tailored for water damaged devices.

How Long does water damage repair generally take?

Water damage repair generally takes between 24 and 72 hours to complete depending on the level of damage. This estimate can vary however depending on the extent of the damage to the logic board and other components.

What if you are unable to save my water damaged device?

If we are unable to repair your water damaged device for any reason, your payments will be refunded minus the cost of return shipping and your phone will be returned. If your device could not be repaired and you do not want the phone back or do not wish to pay for return shipping, we will be happy to recycle the device at our repair facility.

Do you offer a warranty on the water damage service?

Our water damage repair service includes a 30-day warranty so if you experience any water related issues caused by the initial water damaged within 90-days, you are covered.

What does this warranty cover?

Our 30-day warranty covers any issues caused by the initial water damage that was repaired. The warranty does not include any subsequent water damage or further accidental damage to the device.

Glass & LCD Replacement Service

My phone's touch has become unresponsive since the time I have dropped it on floor, does the glass repair fix this issue?

Yes, any non responsiveness your phone is suffering due to a drop will be corrected with a replacement of your glass and digitizer. Please feel free to call us if you have any questions at 903-617-6251.

How do I get to know if I need the LCD repair or not?

If the actual screen of the phone is bleeding, white, or has any dead pixels then you need both the glass and LCD replaced on your device.

The glass on my phone is completely shattered, is the glass replacement service all I need?

Yes, the glass replacement service will replace the entire glass face, so the extent of the damage to the previous glass does not matter. Also, we are partnered with Ocamaster, so that we are able to only replace your glass without changing out your original LCD. Many of our competitors are not able to refurbish in this manner, which saves you hundreds of dollars! Please feel free to call us at 903-617-6251 and we can explain this distinction to you further.

Do you offer a warranty on screen repair services?

Yes, we offer a limited lifetime warranty* on all repairs that include screen repair services.

Apple Parts

What about the authenticity of the Apple parts? Are they orginial or OEM?

We would like you to know that Apple Inc. does not manufacture any parts as they are only a design and engineering company. The parts Apple uses in the iPhone are bought from Chinese vendors and assembled in China. Many of the parts we use come from the similar vendors in China. Furthermore, we have a unique advantage against our competitors when it comes to glass only repairs. This is because we are able to replace only your glass and retain your original LCD if your LCD is not broken to begin with. This is because we use highly specialized equipment from Ocamaster, who is an industry leader we are fortunate to have partnered with. This means that you always receive original quality repairs at the market's lowest prices, always!

Repair Locations

Are there any retail locations that I can bring my device to for repair?

We currently have locations throughout Tyler. If you are reaching out to us from another city or state, feel free to utilize our mail in service. We routinely service customers from all across the nation.

Is there a need of an appointment to bring my device into one of your repair locations?

No appointment is needed. Simply stop by during our hours of operation and we will be happy to assist you with any repair needed.

*Limited lifetime warranty covers parts and labor without any physical damage.  If there are any signs of physical damage caused by the customer during our diagnostics, the warranty will not cover this damage.  The warranty covers defects caused by our part or labor job only.