Providing a Great Customer Experience

How to Create a Great Customer Experience

A few years ago the New York Times wrote an article about Jet City Device Repair and customer reviews. The article is a bit dated (for example, we now offer a lifetime guarantee versus a 90 day warranty), but the basic point of the article is still relevant – we truly value customer feedback.

The article is about our logistics of asking for a review and how we handle bad ones, but it doesn’t dive into how we create a 5-star experience for customers (we have over 1000 5-star reviews across our stores). I thought it may be insightful for other business owners – or potential customers – to know how we do it.

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iPhone Screen Repair Article Featuring Neal Dexter

Neal Dexter - iPhone Repair Technician and Store Manager
Neal Dexter: Repair technician extraordinaire, great manager, and all around awesome human being.

Meet the new Jet City Device Repair celebrity: Neal Dexter – manager of our Loop store in Chicago. If you’ve had the misfortune of breaking your iPhone and needed a screen repair (or battery replacement or just about anything else fixed), you may have had the good fortune of meeting Neal.

He’s pretty awesome and was recently interviewed by Jefferson Graham for a USA Today article about iPhone screen repair (as well as Samsung and other phones). Not that Neal wasn’t already famous. He’s not only a great store manager, smartphone repair technician, and all around great person, but he’s also an accomplished DJ and song writer (look for Cameron Traxxx).

I love the way the article starts:

From his perch at Jet City Device Repair in Chicago, store manager Neal Dexter wants you to know something about broken phones: It’s not you.

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iPhone Repair That Comes to You in the Chicago Loop

Live or work in the Chicago Loop? Have a cracked iPhone screen? Super busy and wondering , “Is there an iPhone repair near me?”

Jet City Direct is the answer. If you have a broken iPhone and are in the Chicago Loop, one of our experienced & professional technicians will meet you at your office, a coffee shop, or any other public space and do the repair while you wait – usually in 30 minutes or less.

iPhone Repair that’s Really Easy

Jet City Direct - Come-to-You iPhone RepairWhen you’re busy or Chicago weather is, well, Chicago weather, you don’t want to travel around the city to get your iPhone fixed. You want to stay in your office, meet at a local coffee shop, or some other nearby public space. You want someone to come to you and get the repair done quickly. And you want an affordable service.

This is the simplest iPhone repair you’ll ever have, and probably the easiest thing you’ll do all day.

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Job Posting in Bellevue, WA - Electronics Repair Technician

We’re hiring in Bellevue, WA.

We’re hiring in Bellevue, WA at our smartphone & tablet repair store. We want the best electronics repair technician on Seattle’s Eastside. You’ll be fixing iPhones, iPads, Samsung devices, Chromebooks, and pretty much any other mobile device. You must also be great to work with – both for your fellow technicians and our customers. The ideal job candidate?

  • Smart & fast learner.
  • Pays attention to detail.
  • Interested in technology.
  • Loves people! Those they work with & our customers.
  • Good with people. In-person, on the phone, or via email.
  • An outstanding work ethic.

You will not be a cog in the wheel. You will be an essential part of a community of people who enjoy working together, enjoy the space they work in, and care about our customers.

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Profile: Bellevue Smartphone & Tablet Repair Store

Jet City Device Repair has been doing smartphone & tablet repair on Seattle’s Eastside since 2013 (started in Seattle in 2008). We’ve moved from  a small office in Bellevue, to a retail store in Redmond, and in late  2017 we moved to our current location at 968 110th Ave NE, Bellevue, WA.

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Save Money on a Trade-In iPhone Repair

How much will it cost if I don’t want the Lifetime guarantee?

That’s a common question this time of year. The newest phones are out and people want to trade-in their iPhone for the latest model.  But what if it’s broken? You need to get it fixed first. Price may not be the only issue you care about, but it becomes much more important when you plan to get rid of your phone right away.

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iPad 6 Tear Down and Screen Repair Details

iPad 6 Tear Down and Screen RepairIt’s official: The new iPad’s screen repair will be easy for us to do and low-cost. Our iPad 6 tear down shows that Apple has returned to a non-laminated screen construction (like the iPad 2, 3, 4, 5, and Air). This means the screen technology consists of a separate digitizer and LCD (compared to a fused construction like the iPad Air 2 or Pro models). This is good news because it means the iPad 6 screen repair will not require a new LCD every time you want to do a cracked glass repair. In other words, it will not be that expensive to fix the iPad 6!

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Apple’s Laminated vs Non-Laminated iPad Screen Repairs

We fix quite a few iPads for schools and have some thoughts on why, if you’re buying in bulk, you should purchase an iPad that has, as Apple calls it, a non-laminated screen instead of a laminated iPad screen. The reason is simple. iPads with laminated screens (like an iPad Pro) are much, MUCH more expensive to fix than iPads with a non-laminated screens (like an iPad 5 or 6). If you’re buying devices in bulk, your users will break them! So it’s important to have a plan for when that happens.

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iPhone Battery Replaced Without the Long Wait

Did you recently read that Apple is slowing down your iPhone when the battery is going bad? Want to put your iPhone life back in order without buying a new iPhone? Or without standing in line?

We can help. We can help today.  We can help in about 15 minutes. We can do it for $49!

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Micro-Soldering Repairs for iPhone, iPad, Samsung, & More

In past year we’ve spent a lot of time and effort developing a few of our technicians into experts at micro-soldering repairs. We’ve sent people to soldering classes, purchased high-end equipment, spent tons of time researching, done a bunch of practicing, and fixed a lot of real-world, broken devices. We’ve become very good at diagnosing and fixing board-level problems because of these investments.

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