This page will help you understand our device repair procedures and policies.
Answers to most questions about how we go about providing our expert repair services can be found here.
We proceed as follows:
You either pay for the repair charges approved by you, or our diagnostics fee.
Final charges are:
For repairs completed
(diagnostics fees do not apply, repair charges do apply)
For diagnosis efforts
(when no repair is peformed, diagnostics fees apply)
We will not charge you both Repair Cost and Diagnostics Fee for the same device on the same work order. w
Diagnostic Fees: $40 for all devices, paid in advance
LIQUID SPILL / WATER DAMAGED DEVICES
Liquid Damage Cleaning Fee, paid in advance :
Liquid damage device cleaning is not classified as a repair and the Liquid Damage Cleaning Fee is not a repair charge.
Upon completion of cleaning, we will call you with an estimate for any additional repairs needed. Upon your approval of our estimate we will proceed with the repair.
If you decline the repair estimate, we reassemble your device and return it to you unrepaired with no additonal charges. The $60.00 liquid cleaning fee you have already paid compensates us for all our efforts.
Repairs of most readily identifiable problems are typically completed in 1 hour. Often we are able to deliver even more quickly. However, actual repair times will vary depending on service volume flows.
Sometimes, after repairing the obvious and identified first problem, another problem, not apparent because of the first, arises.
For example, a customer brings in a phone that does not power up. An initial diagnostcs shows that the charging port needs replacement. We replace the port, and this now enables the phone to charge. We can now power up the phone, and test all the functions. we now discover a secondary problem with the microphone.
In such "secondary problem" situations we will give you a repair estimate for the second problem when it has been discovered/identified. If the total repair charges for the two problems exceed your budget, we would be happy remove our original part (i.e. undoing our first repair), reassemble the device and return it to you. You would owe us no additional charges.
Mainboard as Secondary Problem
Another "secondary problem" might involve a damaged mainboard.
For example after replacing a broken screen we might find that the new screen does not correctly respond to touch or doesn't work at all, or the wifi signal doesn't work or other intermittent problems are now apparent.
In the case of an impact which results in a broken screen (which may still respond even though cracked) the dissasembly of a factory assembled device can show a damage that was previously undetectable, to become evident -- such as described above.
When secondary mainboard problems are discovered, we will advise you that we need more time to troubleshoot the problem.
If we find that the mainboard can be repaired we will give you a call and provide an estimate for your approval. If the mainboard is damaged to an extent which makes a cost-effective repair prohibitive, we will advise you not to proceed with any further repairs, assemble the device and return it to you. You would owe us no additional charges.
There are times when the problem is ambiguous and not readily identifiable. Under these circumstances we would perform a diagnostics which might take from 2 Hours to 2 days (typically, and we will advise you accordingly before accepting the device for repair). Upon completion of diagnostics, we will call you with our repair estimate and proceed with the repairs upon your approval. If the estimates are unacceptable, we will reassemble the device and return it to you. The up-front $40.00 Diagnostics fee you have already remitted compensates us for our efforts.
We provide an estimate over the phone, email, or in person, when the problem to be repaired is identified by you. If brought into the store without prior communication, in some cases we can provide an estimate after eye-balling the device for a minute or so. For example, the screen on the iPhone is cracked or the charging port on a samsung phone is broken, etc.
Most repairs can be completed within an hour. Where the cause of the symptom(s) is not immediately determinable, diagnostics times will vary -- (typically a few hours or overnight).
The process is the same as for the Smartphones, except the diagnostics typically takes up to a day before we call you with a repair estimate. Upon acceptance of our estimates the repairs are typically completed within the same, or the next day. If the estimates are not accepted, the diagnostics fee you have already paid compensates us for all our efforts and time. We return your unrepaired laptop or desktop computer.
Typical turnaround time for diagnostics and follow up repairs is less than one day.
A typical “secondary problem” for computers: a broken power jack is replaced, and a main board failure is discovered subsequently. Where, after having completed a repair, we discover a secondary problem which renders the repair not cost-effective, we would remove any parts installed to undo the repairs completed (where possible), re-assemble the computer and return it to you. The $40.00 up-front diagnostic charge you have already paid compensates us for all our efforts.
OS Reinstall (Operating System Re-Install) and Applications
Applications installed after a computer is purchased are not installed along with a MAC OS or Windows re-installation.
Applications (for example: Microsoft Office, QuickBooks, Adobe Photoshop) are purchased and licensed separately from the operating system.
When an OS is reinstalled it is your responsibility to re-install any and all additional applications from their original source media or vendor website(s) using the license(s) that you have purchased.
"Can You Just Download and Load The Application onto my Computer?"
No. Third party applications require a valid purchased license in order to be used legally.
Data files created by any third party applications may still be available (depending on the state of your device storage) AFTER a data backup or data recovery - and would be able to be opened by the orginal (same version) of the application after you reinstall it.
Mainboard Replacement (for non-Samsung devices only)
We do not have access to new mainboards from the original manufacturers since we are not the authorized service centre for any vendors/brands/OEMs, excepting Samsung
We do not carry any mainboards in our inventory, and would be willing to source used/refurbished motherboards in the open marketplace (ie. eBay, Kijiji, etc on the internet) upon user request and after obtaining a deposit in advance. Sourcing mainboards can take from 2 to 4 weeks, and can cost from $200 to $500 (including parts and labor). Also, we do not warranty these used/refurbished mainboards, since these are sourced from anonymous third party sellers.
However, if you'd like to provide us with your own mainboard, we would be happy to replace it while charging you for our repair labor charge. Again, we cannot warranty the outcome of this, since we cannot warranty a part that we have not sourced ourselves.
Bottom Line: Unless the mainboard can be repaired (see below), we advise against replacing them. If replacing is necessary, we suggest that you contact the manufacturer of the computer/laptop. In the event we do agree to replace your mainboard (which we will do at our discretion on a case by case basis) there will be no warranty supplied by TechKnow Space - see Warranty Disclaimer.
If we find that the mainboard can be cost-effectively repaired, we can attempt to perform the repair. We generally need anywhere from 1 to 10 days to complete the repair, depending on the complexity.
For liquid-damaged devices, we do undertake cleaning of the main board upon customer request. If the main board can be reliably cleaned and we think the device can potentially be saved, we proceed to provide an estimate for repair. No warranties are offered for repairs on a liquid-damaged device. Please read our comments on the subject before bringing the device in.
See Liquid Damage
In rare cases, when the device is displaying intermittent problems and the cause of the problems is a failing mainboard, performing repairs on such board can render the device completely unusable. This is because mainboards, being machine-built and assembled at the manufacturer's factory, have become very sophisticated over the years, and not all manual repairs can be performed perfectly replicating factory conditions.
When a device is new it is in pristine condition. It has been factory assembled by a machine and is therefore perfect.
Over time, as the device is used, it is subjected to dings, dents, knocks and scratches.
When a device is repaired it is a manual process done by hand using tools. Now, the device will potentially experience a few more scratches, tool marks and even some evidence of milling in the event the frame has been bent or warped and needs to be straightened out. Some customers complain about these cosmetic issues and blemishes. We would like to clarify that:
Our technicians are highly skilled and do their best to ensure your device looks as good as possible when you pick it up. However, depending on the device, minor cosmetic imperfections may occur during the repair process. This is normal and should be expected -- such as separating a screen assembly to replace the glass or touch screen. In fact, chances are we can find cosmetic iperfections like scratches, dings and minor dents even when you bring in your phone/tablet for repair since it would be perfectly normal for this to happen during regualar day-to-day use, unless you have always protected your device with a fully enclosed case, and a screen protector.
Cosmetic imperfections, typically not readily noticeable, may include, but are not limited to:
In order to replace a screen, your old screen may need to be cut out and that may result in minor scratches to the sides of the phone.
When replacing the glass only, a piece of dust may get trapped in between the glass and LCD. This issue should not affect the overall viewing experience of your device and are typically invisible when the display is on. Most times, these specks are not readily discernable or noticealbe when casually viewed.
Depending on type of damage and the level of difficulty of opening up a device, a small dent may occur. For example – an iPad that was dropped on the corner can result in a bent frame; this often needs to be pried open and then milled in order for the new screen to fit properly. The functionality of your device will not be compromised.
Our goal is to make sure your device is working as it should be. Our technicians will test your device prior to returning it to you to make sure all the buttons and features of your device are working. You will also test your device when you come back to pick up your repaired device, and make sure all the functions of your device are working. If you find any scratches, chips, or other small imperfections, you can be assured that these cosmetic imperfections will not alter the functionality of your device.
How can I prevent or hide cosmetic imperfections?
Unless you keep your device in a completely enclosed case, it is inevitable that your device will incur cosmetic imperfections from daily use. When you place your device in your pocket, on a table, scratch it with your nails, bang it by accident, or drop it, you will end up with cosmetic blemishes. To prevent cosmetic blemishes, scratches or dings, we strongly recommend the use of protective cases. We carry a variety of cases and protective screens for all your devices. We have popular brands that include Otterbox, Moshi, Griffin, and Incipio in stock.
You must present your original purchase receipt for any warranty exchange or support to be processed.
All Device Repairs:
|60 Days Parts & Labour|
Bring your laptop and charger to help us verify the battery problem
Bring your laptop to help us verify the charger problem
Bring your phone and charger to help us verify the battery problem
All warranties are valid from date of purchase or repair for the duration of the specified Warranty Period.
Warranty claims do not reset the warranty period.
For example: an item that is covered for 6 months is purchased on Jan 1, and then replaced under warranty in March; the original warranty period will continue to apply -- the replaced item will still be covered against premature failure and manufacturer defects for the 6 months after Jan 1, or until June 30th.
DISCOVERING WARRANTY ISSUES ON THE GO
If you discover an issue with your repair that you suspect may be covered by warranty, but will not be able to make it in to one of our locations before the warranty period has expired:
WE CAN HELP YOU:
- CALL US and let us know you are experiencing a suspected warranty issue
- SEND US AN EMAIL to firstname.lastname@example.org and indicate:
- Your Name
- Your Work Order Number
- The problem you are experiencing
- And approximately when you will be able to bring it in
Failing to contact us as described above will result in your warranty claim being denied.
Repairs and Services Warranty
You only pay after repairs have been completed and you have tested the product to ensure we have satisfactorily repaired the problem(s) identified when you brought your device to us. Our job is not finished until you are happy with the outcome.
Warranty coverage is limited to issues directly related to the labour and/or parts involved with the services we performed.
The warranty does not cover:
You may still bring your device into one of our locations - we will perform an analysis to determine if there is a possibility that there has been an error of commission or omission on our part in which case we would perform a follow-up repair at no charge to you courtesy The TechKnow Space. If we determine that warranty coverage does not apply we will provide you with an estimate for repair. Often, we will offer you some discount for this second repair.
The warranty does cover:
Only those who are tehnically knowledgeable about the internal connections and workings of any particular device would be able to determine whether a follow-up issue is related to the replaced part or installation of the replaced part or whether it is or is not possible that any particular repair may impact another function -- which is why we must perform a full diagnosis of any reported follow-up issues in order to determine whether it is eligible for warranty coverage.
Any follow-up issues and/or problems will be diagnosed and assessed by our technicians. If our diagnostics indicate that the problems are a result of errors of commission or omission on the part of the customer, or are unrelated to our already-completed repairs, we will provide you with a repair estimate.
Our diagnostics and estimates will be final and non-negotiable. For a second repair, we typically will offer you some discount.
Repairs to liquid damaged devices carry no warranty either express or implied.
Under no circumstances will any requests for compensation be considered. See Limitation of Liability
Purchased Products Warranty
Retail packaged products are covered by their respective manufacturer warranty - no warranty is provided either expressed or implied by The TechKnow Space.
Laptop batteries & chargers and phone batteries are covered by The TechKnow Space warranty for the periods specified above.
IMPORTANT: Although we take every effort to safeguard customer data, we will not be liable for data loss under any circumstances - including circumstances arising in association with or as a result of our actions during handling, repair procedure or otherwise.
It is strongly recommended that you backup all of your important data before bringing products in for servicing.
We provide a work order slip to all customers upon booking in devices for service. This Work Order slip is your claim ticket. We require this claim ticket to be presented and returned to us in order to pick up your device. This process ensures that only you can pick up your repair.
Lost Work Order slips:
In situations where the claim ticket has been lost or forgotten we do offer an alternative:
You can present a photo identification which must bear at least your full name and photograph which we will photocopy for our records (to establish that the device was indeed picked up by the owner). A $5 service fee will be charged for this service.
Pick up by designated agent.
Should you want to designate someone to pick up your device on your behalf, we will need an email from you to email@example.com explicitly identifying the designee you want to come in to pick up the device on your behalf. Your designee should produce the claim ticket and a photo id, a copy of which will be attached to your WO before the device is delivered. A $5 service fee will be charged for this service
All devices must be picked up within 30 days after we have called to notify you that the repair has been completed. We will follow up our phone call request with an email after 30 days.
If the phone call and our email remain unacknowledged and the devices are not claimed/picked up, we will proceed to dispose of the device with our recyclers. You will continue to owe us for any and all outstanding charges.
These terms are subject to change at any time at our sole discretion.
We understand the motivation to get your damaged device working again as soon as possible.
We know that some people will undertake a a Do-It-Yourself repair attempt or turn to friends and family who may have some technical knowledge.
In other cases some may have sought a less expensive seeming repair at a discount shop who was ultimately unable to successfully complete the repair.
Many times customers bring their devices to us after one of these failed alternative repair attempts.
The phone may be in a state of partial repair, it may be dissasembled or may even have been re-assembled with damage un-repaired.
Our policy when you bring a device in this condition is as follows:
In the case of a device that has been re-assembled after a failed repair attempt we may discover this fact only after disassembling the device.
Some ways we may be able to identify a previous failed repair attempt include:
When we discover such a situation after dissembling the device we will: