All repair shops perform charge port repairs - but as we all know some are very straight forward and some can be pretty tricky. How this is explained and charged to your customers can make a big difference to your long term profitability.
Above all else, making sure your customers understand the value of your repair services and ultimately refer others to your business is the end goal. Below are a few different repair scenarios specifically for charge ports and how we handle them in our repair stores:
Dusty/Dirty Charge Port: This is a surprisingly common "repair" in our stores, particularly on iPhone devices. Pocket lint, dust and dirt get into the bottom of the charging port and just needs to be cleaned out well using a fine tip tweezer or toothpick. Doing this carefully and getting it fully clean without damaging the port is very quick and easy if you know where and how to clean it. Our customer service reps often learn to try this first before checking the device in for repair. If we clean the charge port and it resolves their charging issue we use this as a chance to create a lifetime customer and referral source. We explain what we did and that there will be no charge and we are happy to help. This can also be a nice opportunity to ask for a review based on their experience in your store.
Standard - Physically Damaged Charge Port: This is the easiest to diagnose and can be quite simple to repair on many models. On most iPhone models and many others it is simply a charge port flex cable that can be swapped out quite easily and we assign about $40-$60 in labor on top of part pricing for this repair which makes it quite profitable based on labor cost.
Soldered - Physically Damaged Charge Port: Many Samsung tablets as well as several Motorola, LG and early Galaxy models require micro soldering to replace the charge port. These repairs require some more advanced equipment and more advanced technician skill so we increase the labor cost to approximately $70-$80 and the part cost is very low. We also explain to our customers that many repair businesses do not offer this type of repair which helps create understanding if our time quote is longer on these types of repairs and also helps justify the increased cost if explained correctly. These repairs definitely help differentiate a repair shop from others.
Screen Removal Required Charge Port: There are an increasing number of models, particular in the Samsung Galaxy series that require very careful screen removal in order to access the charge port to replace it. This can be the most difficult to explain to a customer and also very difficult to set a price around. It seems there is a wide range of ways to handle this across shops and there is no right answer but we feel the way we handle it works well for us. We start by stating that some repair shops just don't offer the repair to start the conversation there. We then explain that with their particular model it requires the very careful removal of an extremely fragile screen that is strongly adhered to the frame of the phone to replace the charge port. We will charge $80 for the successful charge port repair and give the disclaimer that if the screen is broken in the process we will call the customer and replace the screen for them at our part cost. As an example, if a Galaxy S5 screen costs us $150 and we charge $250 for an S5 screen replacement - we would charge the customer $150 plus $80 for a total of $230 in a worst case scenario if the screen breaks. If the customer is uncomfortable with this risk we can also recommend a wireless charging receiver and charging pad as a solution as well. This repair also creates an opportunity to truly delight your customer when it is performed successful and they only pay $80. Along with practice, using the right tools for a successful screen extraction is crucial. We recommend using the iFlex and CPB Heating Pad.
Dysfunctional Non Physically Damaged Charge Port: This can be the most difficult to diagnose but can often be solved. If the charge port looks to be perfectly fine physically it can sometimes go bad for other reasons. Sometimes it is an on board micro component and other times the charge port itself just goes bad. When we replace a charge port in this scenario we make sure to recommend good high quality chargers as this can sometimes be a result of a poor charger itself. In both this scenario and with physically damaged - educating the customer often creates additional accessory sales opportunities.
There are other types of charge port repairs but we find these to be the most common and feel that these repairs in particular present great opportunities to create loyal customers while driving profitability for your repair store.