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Duty of Care- You Get What You Pay For

By Disc Depot In Cautionary Tales

Earlier this year, a story came to our attention where someone had taken their iPhone 6S to have its cracked screen repaired in another local store. To cut a long story short, it didn’t go so well.

 

We won’t name the guilty party, but while the store and customer have disagreed on some minor details of the story, it appears clear that the phone which was meant to have been fixed turned out not to be working, with the shop unable to fix it themselves.

 

Worse, the customer was given the choice of having another company in Glasgow fix it- but only if they paid an extra £50 on top of the £120 quoted price! Their phone was returned in a far worse condition than it had been originally- without even having been screwed back together!- and was described by the customer as little more than “bits in a bag”.

 

When you’re repairing numerous different types of devices, it’s inevitable that at some point something will go wrong. When a device is broken, you can’t always check everything before touching or disassembling it. In some cases, repairing one thing might cause something else to stop working. However, it’s what happens next that sets one business apart from another.

 

We have a duty of care when working on a customer’s device to ensure that we follow proper procedures. We’re clear upfront about what we do and don’t cover, and if, during the repair, something gets damaged and it’s our fault, then it is our responsibility to put it right.

 

On top of this, we’ve invested in staff training and the tools needed to carry out all repairs in-house. We don’t outsource anything, so if there is an issue we can repair it ourselves.

 

We charge a fair price for our repairs. These prices don’t just include the cost of the part plus labour; they also factor in the cost of the warranty, the risk factor to us (in case something goes wrong during the repair) and support needed by the customer after the repair is complete.

 

Yes, you can often get a given repair apparently done cheaper elsewhere, but you have to look closer at what you’re actually getting for your money, how many corners might have been cut to get that low price and know that those operating on razor-thin margins often cannot afford to give you the sort of service and warranty you expect.

 

We’re not always the cheapest, but you do get what you pay for.