Frequently Asked Questions (FAQ)
By nature of what we do, folks have a lot of questions for us. Some questions are certainly more common than others. Below, you will find the answers to a number of questions that we frequently get...
- Where are you located?
- What are your hours?
- When do I need to schedule an appointment? When can I just walk-in?
- Do you only work on Apple products?
- Are you Apple certified, or an Apple Authorized Service Provider?
- So are there any ramifications or consequences of having you work on my Apple product if you're not certified?
- Where do you get the parts you use for repairs?
- I'm not sure what is wrong with my device, and I'm worried about racking up a huge bill just to find out what's wrong with it. What is your policy on diagnostics?
Where are you located?
Our shop is in downtown North Conway, right in the village. We are located in some office space in the second story of the same building that houses The Penguin and Spruce Hurricane. Detailed information regarding our location can be found on our Contact Us page
Our shop is in downtown North Conway, right in the village. We are located in some office space in the second story of the same building that houses The Penguin and Spruce Hurricane. Detailed information regarding our location can be found on our Contact Us page
What are your hours?
We are generally staffed Monday through Saturday between 10 a.m. and 6 p.m. Please note that we are a truly small business, staffed by only the two co-owners Brian and Bill. Because of this, our operating hours can change without notice due to unforeseen circumstances, or around holidays. If we have altered our operating hours, we will always change our voicemail to reflect that change.
We are generally staffed Monday through Saturday between 10 a.m. and 6 p.m. Please note that we are a truly small business, staffed by only the two co-owners Brian and Bill. Because of this, our operating hours can change without notice due to unforeseen circumstances, or around holidays. If we have altered our operating hours, we will always change our voicemail to reflect that change.
When do I need to schedule an appointment? When can I just walk-in?
Appointments are generally required for while-you-wait repairs and consultation services. This includes (but not limited to):
Walk-ins are welcome anytime Monday through Friday between 10 and 6, without an appointment for quick picks-ups, drop-offs, and device or accessory purchases. This applies to anything that we service, including mobile devices (smartphones and tablets) and Apple computers. Please note that we prefer to limit walk-in situations to 5 or 10 minutes. If you think that your situation would require more than 10 minutes of our time, please call ahead. Some examples of services that fall under this category (again, not a comprehensive list):
In the end, if you are not sure if you need to schedule an appointment for the service you are looking for, just give us a call before coming in and we'd be happy to discuss your situation and come up with the proper solution for your situation.
Appointments are generally required for while-you-wait repairs and consultation services. This includes (but not limited to):
- iPhone and certain Android screen replacements. If you have an Android device that we stock replacement screens for, please all ahead for information on whether that particular screen replacement is offered as a while you wait service.
- Other specific mobile phone repairs. Please call ahead to see if you particular repair is offered as a while you wait service.
- One-on-one consultation for general software issues with mobile devices and Apple computers
- iOS (iPad, iPhone, and iPod Touch) software restores
- Pick-ups that will involve sit-down consult time upon pick-up. This includes instance where you are interested in purchasing a device from our refurbished stock and would like to take advantage of the free setup assistance that we provide.
- Any need you might have that will require more than 10 minutes of our time when you come in
Walk-ins are welcome anytime Monday through Friday between 10 and 6, without an appointment for quick picks-ups, drop-offs, and device or accessory purchases. This applies to anything that we service, including mobile devices (smartphones and tablets) and Apple computers. Please note that we prefer to limit walk-in situations to 5 or 10 minutes. If you think that your situation would require more than 10 minutes of our time, please call ahead. Some examples of services that fall under this category (again, not a comprehensive list):
- Any mobile device repair that you do not require to be done while you wait and can give us at least an hour or two to complete.
- Diagnosis of any issue with an Apple computer or mobile device
- Purchase of a device from our refurbished stock that you do not need any assistance from us to setup.
- Purchase of an accessory of any kind
In the end, if you are not sure if you need to schedule an appointment for the service you are looking for, just give us a call before coming in and we'd be happy to discuss your situation and come up with the proper solution for your situation.
Do you only work on Apple products?
Yes and no. Certainly, our specialty is working with any and all Apple products in whatever capacity people may need. However we do also work on any mobile device (smartphones and tablets) regardless of the manufacturer. The only difference in these cases is that we often have to order parts due to the large number and variety of non-Apple models of smartphones and tablets on the market.
With regards to computers specifically, we only work on Apple computers. This is partially due to having a workflow that is tailored specifically to the special needs of Apple computers, and also partially due to relationships we have established businesses in town that work on Windows PC's, but do not work on Apple computers.
Yes and no. Certainly, our specialty is working with any and all Apple products in whatever capacity people may need. However we do also work on any mobile device (smartphones and tablets) regardless of the manufacturer. The only difference in these cases is that we often have to order parts due to the large number and variety of non-Apple models of smartphones and tablets on the market.
With regards to computers specifically, we only work on Apple computers. This is partially due to having a workflow that is tailored specifically to the special needs of Apple computers, and also partially due to relationships we have established businesses in town that work on Windows PC's, but do not work on Apple computers.
Are you Apple certified, or an Apple Authorized Service Provider?
We operate our business completely and totally independent of Apple or any other manufacturer or wireless provider for that matter. In other words, we have no affiliation with Apple or any other company whatsoever, and we prefer it this way. Allow me to explain...
A lot of parallels can be drawn between the car repair industry and the technology repair industry. Think of Apple like the dealer that sold you your car and think of us like the independent, local car mechanic. You can elect to take your care back to where you bought it from (i.e. the dealer) to get it serviced, or you can take it to your local mechanic. Both will be able to competently work on your car, but the local mechanic often has greater flexibility in how he goes about doing that because he doesn't have to follow corporate policies and he isn't limited to using only dealer parts. Just in case it isn't obvious at this point, consider Apple to be just like the car dealership and consider us (the iGuys) to be the equivalent of a local mechanic.
The bottom line is this: remaining independent of Apple and other manufacturers allows us to do things our way, and our way is ultimately what's best for the customer and not what Apple tells us we're allowed to do.
We operate our business completely and totally independent of Apple or any other manufacturer or wireless provider for that matter. In other words, we have no affiliation with Apple or any other company whatsoever, and we prefer it this way. Allow me to explain...
A lot of parallels can be drawn between the car repair industry and the technology repair industry. Think of Apple like the dealer that sold you your car and think of us like the independent, local car mechanic. You can elect to take your care back to where you bought it from (i.e. the dealer) to get it serviced, or you can take it to your local mechanic. Both will be able to competently work on your car, but the local mechanic often has greater flexibility in how he goes about doing that because he doesn't have to follow corporate policies and he isn't limited to using only dealer parts. Just in case it isn't obvious at this point, consider Apple to be just like the car dealership and consider us (the iGuys) to be the equivalent of a local mechanic.
The bottom line is this: remaining independent of Apple and other manufacturers allows us to do things our way, and our way is ultimately what's best for the customer and not what Apple tells us we're allowed to do.
So are there any ramifications or consequences of having you work on my Apple product if you're not certified?
With regards to software work, there are no ramifications of any kind with regards to warranty status of your device. This applies to any device that we service.
For hardware work, If your device is out of warranty, then no, there are no consequence. If your device is still covered under AppleCare, then due to our status as an independent repair shop, any hardware work that we do will effectively void the remainder of your AppleCare warranty. With that said, you should keep in mind that any sort of accidental or physical damage to a device voids the standard AppleCare warranty on your device anyway, and Apple offers very few viable repair options for accidental or physical damage. If you are unsure of the warranty status of your Apple device, you can check that status here:
https://checkcoverage.apple.com
It is important to note that, ultimately, you are responsible for knowing the warranty status of your device. We are simply not able to know or check the warranty status of every device that comes into our shop. If you have any questions about whether your device is under warranty from Apple, and whether our work would affect that warranty, please don't hesitate to bring that up with us before we start working on your device.
With regards to software work, there are no ramifications of any kind with regards to warranty status of your device. This applies to any device that we service.
For hardware work, If your device is out of warranty, then no, there are no consequence. If your device is still covered under AppleCare, then due to our status as an independent repair shop, any hardware work that we do will effectively void the remainder of your AppleCare warranty. With that said, you should keep in mind that any sort of accidental or physical damage to a device voids the standard AppleCare warranty on your device anyway, and Apple offers very few viable repair options for accidental or physical damage. If you are unsure of the warranty status of your Apple device, you can check that status here:
https://checkcoverage.apple.com
It is important to note that, ultimately, you are responsible for knowing the warranty status of your device. We are simply not able to know or check the warranty status of every device that comes into our shop. If you have any questions about whether your device is under warranty from Apple, and whether our work would affect that warranty, please don't hesitate to bring that up with us before we start working on your device.
Where do you get the parts you use for repairs?
This is a simple question with a complicated answer. So complicated that we set up an entire separate page dedicated to talking about the parts that we use. If you don't feel like reading all that information, the take home point is that we use the highest quality parts that are available, and we stand behind those parts 100%. If we can't do a repair using a part that is an original part or is an aftermarket part that is just as good or better than the original, we simply don't do the repair at all.
This is a simple question with a complicated answer. So complicated that we set up an entire separate page dedicated to talking about the parts that we use. If you don't feel like reading all that information, the take home point is that we use the highest quality parts that are available, and we stand behind those parts 100%. If we can't do a repair using a part that is an original part or is an aftermarket part that is just as good or better than the original, we simply don't do the repair at all.
I'm not sure what is wrong with my device, and I'm worried about racking up a huge bill just to find out what's wrong with it. What is your policy on diagnostics?
We fully understand the anxiety that comes along with knowing that something is wrong with your device, but not knowing the source of that problem. We also understand that the last thing that people want is to spend upwards of $50 for a diagnostic fee, just to find out what's wrong with their device and perhaps just to find out that it's nor repairable in a cost effective way. Because of this, our policy is to not charge any fees for basic diagnostic work. In other words, we are generally not going to charge you anything for the work that we do unless we tell you ahead of time. There are only a few exceptions to this:
We fully understand the anxiety that comes along with knowing that something is wrong with your device, but not knowing the source of that problem. We also understand that the last thing that people want is to spend upwards of $50 for a diagnostic fee, just to find out what's wrong with their device and perhaps just to find out that it's nor repairable in a cost effective way. Because of this, our policy is to not charge any fees for basic diagnostic work. In other words, we are generally not going to charge you anything for the work that we do unless we tell you ahead of time. There are only a few exceptions to this:
- If you drop off a device that is non-functional in any regard and our basic diagnostic work solves the issue, your device may be subject to a $25 fee. Sometimes, the basic work that we do to diagnose a device will fix certain issues and the only way to figure this out is to do it.
- For liquid damaged devices, we charge a $50 fee if our liquid damage diagnostic work results in a reasonably functional device. For more information on the work that we do with liquid damage devices, please visit this page on our website.
- Some devices are simply too labor intensive to access the internal components to diagnose at no charge. iPads are the most common example of this. We will always warn you upon drop-off if you have a device that falls into this category.
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