MacDirectory Magazine

Winter-Spring 2008 (#36)

MacDirectory magazine is the premiere creative lifestyle magazine for Apple enthusiasts featuring interviews, in-depth tech reviews, Apple news, insights, latest Apple patents, apps, market analysis, entertainment and more.

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118 MacDirectory PROFILE IREPAIR > BRINGING IPODS BACK TO LIFE What do many consumers do when their iPods stop running? They go out and buy new iPods. iRepair would like customers to look in a new direction – fixing the iPod. From its modest beginnings in downtown Toronto, the company now repairs hundreds of broken iPods a month. iRepair currently repairs the following iPod models: 3rd Generation, 4th Generation, iPod Photo, 1st & 2nd Generation Mini, iPod Video, 1st, 2nd & 3rd Generation Nano, 2nd Generation Shuffle, iPod Touch and iPod Classic, as well as the iPhone. All repair types are listed on the left side bar on the home page of the Web site under "iPod Repair Services" or by selecting the iPod model you have from the upper bar. In the words of founder Matt Bremner, "We look to exceed customer expectations by providing friendly and knowledgeable customer service, quick turnaround, and quality workmanship." "The most common problems would be dead batteries, broken screens, and failed hard drives. We do however fix a variety of other problems relating to scrolling issues, audio problems, freezing, syncing, upgrading and more," said Bremner. "We offer free testing with no obligations, so the customer has nothing to lose" One of the company's goals is to reduce the amount of recyclable electronics that ends up in landfills. Apple produced a product that is made to be replaced every couple of years, Bremner explains on the Web site. The company's goal is to continue to support something that is notoriously breakable. "An iPod can be repaired until the user decides that it may be time to get a new one. If there is extensive damage to an iPod and the repair costs would be close to a new unit then it may be time to upgrade. If that is the case we would buy the unit from the customer for salvage or have it recycled properly," said Bremner. Bremner noticed a niche in the iPod market when browsing e-bay. Hundreds of iPods were listed on the site for parts from owners hoping to regain a little money on their investment. He purchased the broken iPods and began refurbishing them for sale. "We look forward to offering a second solution to avoid putting out more cash on a brand new iPod," said Bremner. "This could save so many units that are not nearly close to their last legs, from being tossed into landfills." iRepair offers a one-year warranty to customers in any of the three retail store locations or via mail-in service. While-you- wait service is available at store locations in Toronto and Nashville. The average cost of a repair is $80 and the turnaround time is less than a week for mail-in customers. "We have based our drive on exceeding customer expectations through service, warranty and support. Our customer base is driven from all consumers of iPod products; experiencing errors, out of warranty issues, and consumer related damages," said Bremner. "We commit to 24-hour response on all repair-related diagnosis, and one-day turnaround on repairs for in stock items." With an eye toward the future, Bremner and his employees have recently started repairing iPhones, and hand-held games like the PSP. Answers to simple questions can be found at the iRepair Web site. The site also features 24-hour technical support and a wide array of accessories for the iPod enthusiast. It is easy to use with a list of commonly found iPod and iPhone problems that can be fixed by a user at home. "Our online business has recently been improved, through verified payment options, Web site offerings and a expanded selection of refurbished iPods, accessories and services," said Bremner. "We have also improved the content of our site, to allow customers to find the answers they need." WORDS BY MARY ROSENTHOL

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