Support

Frequently Asked Questions

Quick answers to the things customers ask most.

Jet City Device Repair technician
Our Track Record
4.9 stars
1,778 Yelp Reviews
311k+
Devices Repaired
2007
19 Years in Business
2 stores
Seattle & Bellevue
Common Questions

How Can We Help?

Pick a category, or just scroll. Can't find what you need? We're a phone call away.

01 Can you really fix my device?

Most likely – yes. We've repaired over 300,000 devices since 2008. And with free diagnostics, there's no risk: if we can't fix it, you don't pay.

02 How long does a repair take?

Depends on the device. Most iPhone repairs take 20–30 minutes with an appointment. iPads typically 2–3 days, but we can often rush them same-day if you call ahead.

03 What does the lifetime guarantee cover?

Most repairs come with a lifetime guarantee on parts and workmanship. Batteries carry a 1-year warranty. Water damage repairs have limited coverage.

The guarantee covers defects – for example, "ghost touching" where the screen registers phantom taps on its own without any drop or liquid exposure. If a replaced part stops working, we redo the repair at no cost.

The guarantee does not cover new damage. On screens, new damage typically looks like green or white lines, black inky spots that spread, flickering, or a completely black display. Water or liquid damage – before or after the repair – is also not covered.

04 Will I lose my data?

We've never seen it happen. Your data lives on the motherboard, and we never replace that – we only fix or replace the broken parts. That said, while the risk is extremely small, we can't say it's scientifically impossible. If you want to be extra safe, back up your device before bringing it in.

05 Do you use original Apple/Samsung parts? Are you an authorized repair center?

We use high-quality refurbished screens – the underlying display technology is original (OLED stays OLED, for example), but the glass on top has been replaced. It's the sweet spot between quality and affordability, and we stand behind every part with our lifetime guarantee.

We are not an Apple or Samsung authorized repair center, and that's by design. Being certified would limit us to repairing only that brand's devices and following their procedures. Manufacturers often replace the entire device rather than repairing the specific problem, which usually costs you more.

06 Do I need an appointment or can I walk in?

Either works. If you need fast turnaround – like a 30-minute iPhone screen repair – we recommend scheduling so we can have everything ready. If you'd rather just swing by, we'll get you into the next available slot. Not sure when you can make it? Just call us when you're ready.

For devices that aren't urgent, you can also drop them off and we'll contact you when they're done – usually within 1–2 days, often sooner.

01 Which iPhones do you fix?

All of them – from the iPhone 4 all the way to the iPhone 17 Pro Max. Screens, batteries, power buttons, charging ports, and more.

02 How long do iPhone repairs take?

Most iPhone repairs take 20–30 minutes with an appointment.

03 How much does an iPhone screen replacement cost?

Between $59 and $399, depending on the model – from the iPhone 5/5S up to the iPhone 17 Pro Max. Newer models cost more. We use the highest-quality screens available – we don't recommend going cheaper at the risk of quality or performance.

04 Can you fix my iPhone battery?

Yes. iPhone batteries degrade over time and gradually lose their ability to hold a charge. Once that happens, the only fix is a replacement – and we can handle that for you.

05 Can you replace iPhone back glass?

Yes – this is one of our most popular repairs. Apple does offer back glass repair on some models (iPhone 14, 14 Plus, and 15 series and newer), but their wait times can stretch weeks out and pricing is higher. We start at $149 for the iPhone 15 series and newer, typically done in about 90 minutes. For older models like the iPhone 14 Pro and Pro Max where Apple doesn't offer a standalone back glass repair at all, we're one of the few shops that can do it.

06 I thought my phone was waterproof!

Manufacturers significantly overstate the water resistance of their devices. That resistance also fades over time and can be reduced by drops, cracks, or even having the phone opened for a repair. No manufacturer actually guarantees water resistance – and neither can we.

Our advice: treat your device as if it isn't waterproof and you'll be better off. But if it does get wet, bring it in. We can dry it out and repair water-damaged devices in many cases.

07 My phone has started malfunctioning. Are there any solutions?

Try closing all your apps first. If that doesn't work, try a hard reset (iPhone 8 and up): quickly press and release Volume Up, then Volume Down, then press and hold the Side button until you see the Apple logo (up to 1 minute – don't give up, keep holding). If that doesn't fix it, reach out and we'll help you troubleshoot – or have you come in.

08 My phone is getting hot. Do I need a new battery?

Not necessarily. It's normal for a phone to get warm when charging, during startup, syncing a lot of data, or running demanding apps. You might even see a warning that charging has been paused until the phone cools down – that's your phone protecting itself and is usually nothing to worry about.

However, if your phone never cools down, or if it's also rebooting continuously, that could indicate a short or another issue. Bring it in and we'll take a look – diagnostics are free.

Signs you actually need a new battery: the battery is visibly swollen or there's a chemical smell (especially after a drop), the battery drains from 100% to zero unusually fast, or the device keeps rebooting or won't turn on at all.

Having trouble charging? That's usually lint packed into your charging port, which we clean out for free. It could also be a worn-out cable or charging block (we sell those). If a cleaning and a new cable don't fix it, you likely need a new charging port – not a battery.

01 How long do iPad repairs take?

We generally quote 2–3 days. If you're in a rush or commuting from far away, we can often get it done in about an hour – just call ahead and set up an appointment. Same-day service isn't always possible, so please be understanding if we can't make it happen right away.

02 Do I have to schedule an appointment?

Not required for most iPad repairs. Since iPads typically take 2–3 days, you can drop it off anytime during business hours. The one exception is if you need a rush repair – in that case, call ahead so we can try to schedule it same-day.

03 Why is my iPad Pro screen repair more expensive than a regular iPad?

iPad Pros have laminated screens – the glass and LCD are fused together as one unit. So even if only the glass is cracked, the entire assembly has to be replaced. Regular iPads (like the 9th or 10th gen) have non-laminated screens where the glass is separate, making repairs much cheaper.

01 Which Samsung phones do you fix?

Most Samsung Galaxy models – the S series, Note, A series, Z Flip, Z Fold, and tablets. Screens, batteries, charging ports, back glass, and more. Check our Samsung repairs page for pricing on your specific model.

02 Can you replace a Samsung screen?

Yes – including the curved-edge screens on some Galaxy models. It's one of our most common Samsung repairs.

03 How long do Samsung repairs take?

Most Samsung phone repairs take about an hour with an appointment.

04 My Samsung phone is running slowly. What can I do?

Try closing background apps, clearing the cache, and updating your software. A full storage drive or slow internet connection can also cause sluggishness. If none of that helps, bring it in and we'll take a look.

05 My Samsung won't turn on after an update. Can you help?

Try a soft reset first: press and hold the Power and Volume Down buttons together for 7–10 seconds. If that doesn't work, you may need to clear the cache partition or do a factory reset. Still stuck? Bring it in – our techs deal with Samsung update issues regularly.

06 I thought my phone was waterproof!

Manufacturers significantly overstate the water resistance of their devices. That resistance also fades over time and can be reduced by drops, cracks, or even having the phone opened for a repair. No manufacturer actually guarantees water resistance – and neither can we.

Our advice: treat your device as if it isn't waterproof and you'll be better off. But if it does get wet, bring it in. We can dry it out and repair water-damaged devices in many cases.

07 My phone is getting hot. Do I need a new battery?

Not necessarily. It's normal for a phone to get warm when charging, during startup, syncing a lot of data, or running demanding apps. You might even see a warning that charging has been paused until the phone cools down – that's your phone protecting itself and is usually nothing to worry about.

However, if your phone never cools down, or if it's also rebooting continuously, that could indicate a short or another issue. Bring it in and we'll take a look – diagnostics are free.

Signs you actually need a new battery: the battery is visibly swollen or there's a chemical smell (especially after a drop), the battery drains from 100% to zero unusually fast, or the device keeps rebooting or won't turn on at all.

Having trouble charging? That's usually lint packed into your charging port, which we clean out for free. It could also be a worn-out cable or charging block (we sell those). If a cleaning and a new cable don't fix it, you likely need a new charging port – not a battery.

01 Do you fix Google Pixel phones?

Yes – we repair most Pixel models from the original Pixel through the Pixel 10 Pro XL. Screens, batteries, charging ports, cameras, and more. Most Pixel repairs take about an hour.

02 What about other phones – OnePlus, Motorola, LG?

We can often help with less common brands. We may not carry the part in stock, but we can order it – you either drop off your device and we call you when it's ready, or prepay and schedule a time to bring it in once the part arrives. Reach out with your device model and what's wrong, and we'll let you know if we can help.

03 Do you fix Microsoft Surface devices?

Yes – Surface Pro (3 through Pro 11 and Pro X), Surface Laptop, Surface Book, and Surface Go. Surface devices are notoriously difficult to repair – the screens are glued down, the components are tightly packed, and most repair shops won't even attempt them. We've been working on Surface devices since 2016, and being close to the Microsoft campuses, we've become one of the go-to shops for these repairs. Screens, batteries, charging ports, and more. Most Surface repairs take 1–2 days, with rush service available.

04 Do you sell Surface screen protectors?

Yes – we carry tempered glass screen protectors for most Surface models for just $19. If you're getting a repair done, we can install one while we're at it. It's the best way to protect that screen investment.

05 Why is Surface repair more expensive than other devices?

Surface devices use adhesive-bonded screens and tightly integrated components – opening one without damage requires specialized tools and experience. The parts themselves cost more, and the repair process takes longer. That said, it's still a fraction of what Microsoft charges for an out-of-warranty replacement, and our repairs come with a lifetime guarantee.

06 Do you fix Chromebooks?

Yes – screens, keyboards, hinges, touchpads, and more. We do a lot of Chromebook repairs for schools and businesses through our fleet repair program, but we fix individual Chromebooks too.

07 Do you fix laptops?

Yes – screens, batteries, keyboards, hinges, touchpads, charging ports, and more. Because there are so many laptop models, pricing varies. Contact us with your model and what's wrong and we'll give you a quote.

01 How does mail-in repair work?

Simple – fill out a repair request on our website, ship us your device, and we handle the rest. We'll diagnose it, send you a quote, and once approved, repair it and ship it back. Most devices are repaired within 24–48 hours of arrival.

02 How much does mail-in repair cost?

It depends on the device, the damage, and whether parts need to be replaced. Fill out a repair request and we'll send you a quote before doing any work.

03 Is it safe to mail my device?

Yes. We've been doing mail-in repairs for over a decade and have repaired thousands of devices by mail. We follow strict handling procedures, and your device gets the same expert care as our in-store repairs.

04 What devices can you fix by mail?

Most of what we fix in-store – iPhones, iPads, Samsung phones, Google Pixels, Surface Pros, Chromebooks, and more. If you're not sure whether your device qualifies, just submit a request or give us a call.

01 How will it look when you're done?

The part we replace will look as good as new. The parts we don't replace may still look used – for example, if you bring in a cracked iPad, the front glass will look factory-fresh, but scratches on the back will still be there.

02 What if my device needs a part you don't normally carry?

We can still fix it – we'll just need to order the part first. Here's how it works:

Option 1
Drop off now, pick up later
  1. Drop off your device
  2. We order the part & repair it
  3. We call you to pick up & pay
Option 2
Prepay, then schedule
  1. Prepay by phone or email
  2. We order the part & contact you when it arrives
  3. Bring it in – we repair, you pick up. No extra fees.

Either way, we'll tell you how long the part will take before you commit. Most parts arrive within a few days.

03 Can I provide my own part?

You can, but we'd recommend against it. When you bring your own part, we can't offer our warranty on the repair since we can't guarantee the quality of the part. We may be able to discount the labor slightly, but in most cases the discount isn't worth giving up the warranty.

04 Do you sell phones?

Not at this time. We focus on repairing the device you already have.

05 Do you fix printers, TVs, or regular watches?

No – we specialize in smartphones, tablets, laptops, and gaming consoles. We can occasionally help with certain monitors that need board-level work, but in general, if it fits in a backpack, there's a good chance we fix it.

06 Do you accept credit cards?

Yep – Visa, Mastercard, Discover, and American Express.

07 What holidays are you closed?
  • Easter
  • Memorial Day
  • 4th of July
  • Labor Day
  • Thanksgiving (Thursday only – open Friday)
  • Christmas Eve
  • Christmas Day
  • New Year's Eve (closing at 5pm)
  • New Year's Day

Still have questions?

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