Probably the most costly issue in the repair industry is customers returning with issues due to your previous repair – or so they say. Unfortunately, when fixing someone’s phone you imprint the idea that, since you were the last person touching it, anything that goes wrong after that must be your fault.
However, there are ways to save yourself from difficult future conversations, wasted time, and most likely some money. How? Two words: liability terms. Regardless of the whether you have an extended warranty (for more on warranty options you can offer in your shop, read our previous article here), having a detailed document covering the entire repair process with all liability terms listed and signed by both parties is key! Here’s a list of items and procedures you should incorporate in your store:
This should always be performed with the customer as your witness so if anything is not working, the customer is aware of any additional fees that may be charged.
Your checklist should have items such as:
- Back Up performed by the customer prior to repair
- Power Buttons
- Mute Switch
- Volume Buttons
- Touch Functionality
- Proximity Sensor
- Home Button
Document the entire process in your POS system and on your liability document to be signed by the customer after everything is checked.
In some cases, you may not be able to perform the pre-repair checklist. That is why you should list liability terms in which your store will not be responsible for any future issues the device might have. Here are a few examples:
- The warranty will not be offered for any phones that were previously disassembled by the customer himself and have parts missing.
- The warranty will not cover frame damage
- The warranty is VOID if the customer performs any software modifications, downloads unauthorized or unapproved software. Normal restore and software updates do not affect warranty.
- The repair shop cannot be blamed for any loss or data corruption during the repair. The customer should be responsible for storing their own data prior to the repair.
Before returning the device to your customer, run a post-repair checklist exactly as you did before. Run through all the listed items in the presence of your customer and make sure they sign the document once again, confirming everything was working properly when they left the store.
Make It Visible
Make sure to have your Terms & Conditions available on your website, including warranty details and liability. Have it printed in your store, and walk through the key points with your customer before accepting a repair. This may sound like a lot of work, but it’s the only way to truly protect your business when it comes to angry returning clients. Don’t just shake hands, sign papers!
[IMPORTANT NOTICE] As of January 15th, 2019 Sourcely has made important changes to its RMA Policy. The new terms will be strictly put in place by February 1st, 2019. If you’re a client or is looking to becoming one, click here to understand how these updates may affect future returns.