While most phones are reliable—and surprisingly durable, considering how much we handle them—they can develop problems. Batteries fade over time, granting you less power per charge. And screens may break when you drop the device. But it’s easy to find a repair shop with the tools and parts to fix those issues.
Try This First
You’ve probably heard this advice before, but it’s effective: If the phone simply stops working right, turn it off, wait a few minutes, and turn it on again. That clears memory, which can correct a lot of glitches. If the touchscreen has frozen and there’s no way to turn the device off, follow these steps.
Unfreeze an iPhone Screen: Press and release the volume up button, then the volume down button, and then press and hold the side button until the Apple logo appears onscreen.
Unfreeze a Samsung Screen: Press both the power and volume down buttons until the screen goes dark, then release.
Get Online Help
Tech companies are good at offering digital support on their websites (Apple Support, Google support, etc.) and free companion apps. You can communicate with a trained technician via live chat (in a text-based window), find a repair store, get warranty information, and more. To expedite things, have your phone’s model name, serial number, and password at the ready. The repair website iFixit also has helpful step-by-step info organized by device type; click on “Repair Guides.”
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Get In-Person Help
Be prepared with your passwords and relevant warranty or service plan info for these options.
Apple Store’s Genius Bar: Apple Stores provide great service for Apple products, but they get a lot of foot traffic, so it’s best to book an appointment in advance. At Apple Support online, you can describe the problem, get a repair cost estimate, and select a time to go to a nearby Genius Bar. Or call 800-275-2273. Note: You may need your Apple ID.
Best Buy’s Geek Squad: As an authorized service provider for Apple and Samsung, Best Buy provides parts and repairs at prices set by the manufacturer. Same-day repairs may be possible. Book an appointment online or call 800-433-5778.
uBreakifix: uBreakiFix stores are authorized to repair Google and Samsung phones and out-of-warranty iPhones, and they fix Motorola and LG models too. There’s usually a 1-hour turnaround. Book online or call 877-320-2237.
Local repair shops: A neighborhood business may offer faster turnaround times, but if it’s not authorized by your phone’s manufacturer, it might not have access to the diagnostic tools and parts required to complete the job. Right-to-repair advocates are working to address that, pushing for state and federal laws that grant access to those items, even for DIYers.
How Phone Extended Warranties Work
Should you pay $100 to $200 for “just in case” coverage? Here’s how to weigh the cost and benefits.
Repairs: According to our surveys, most phone repairs cost less than the price of an extended warranty. That said, if you drop your $1,200 iPhone, you might be glad you paid upfront for AppleCare+ ($199 for two years when signing up for coverage, then $29 to fix a broken screen). Without that, you’ll pay about $379.
Theft and loss: Apple, Samsung, and others charge $70 to $80 for protection you might not need. If you purchase a new device with a credit card, it might be eligible for 90 days of free damage and theft coverage. It may also be possible to repair or replace it using your homeowners policy.
24/7 IT support: This is a nice perk if you want unlimited assistance. Just note that you can get help by chat, phone, and even face-to-face consults without coverage, especially when the device is new.
Your Tech Support Toolkit
Want to stay cool when your devices let you down? Take a few minutes to prep for the next tech crisis before it begins. Here are three expert tips.
Have your info handy. Create a file with your tech receipts, manuals, and troubleshooting guides. Add serial numbers, log-ins, and passwords. Photograph the setups for your computer and router, so you know which cables go where.
Update your software. Device manufacturers use system updates to fix bugs and protect you from security threats, so don’t skip installing them. Laptops and smartphones will generally prompt you to do so, but routers are less helpful. Today’s models often have an automatic update feature that you can activate via a mobile app or the device’s settings.
Back up your data. If your laptop is lost or damaged, you’ll be thankful that your photos and files are preserved. Stow them on an external hard drive ($70 to $100), get a free (or paid) cloud storage backup plan such as Google Drive, or do both.
Editor’s Note: This article also appeared in the March 2024 issue of Consumer Reports magazine.
Jennifer Cook
Jennifer Cook is an award-winning freelance writer who contributes to Consumer Reports on health, wellness, mind-body, and environmental topics. She lives in New York's Hudson Valley in a farmhouse built in the 1840s. An avid walker and dancer, she feels fortunate to live near wetlands and wild things, and to have easy access to culture and good food.
Insights, advice, suggestions, feedback and comments from experts
I am a tech enthusiast and expert with in-depth knowledge of smartphones, troubleshooting, and repair options. I have extensive experience in handling various phone-related issues and providing effective solutions.
Smartphone Troubleshooting and Repair Options
Smartphones, while reliable and durable, can develop issues over time. Here are some common problems and the steps to address them:
Battery and Screen Issues:
- Battery Fade: Over time, phone batteries may fade, resulting in less power per charge.
- Screen Breakage: Accidental drops can lead to screen breakage.
Troubleshooting Tips:
- If the phone stops working properly, a simple restart can often resolve many glitches by clearing the memory.
- For frozen touchscreens, specific steps can be followed to unfreeze the device, depending on the phone model.
Online Support:
- Tech companies offer digital support on their websites and through companion apps, providing live chat with trained technicians, repair store locators, and warranty information.
In-Person Help:
- Authorized service providers like Apple Stores, Best Buy's Geek Squad, uBreakiFix, and local repair shops offer repair services for various phone models.
Extended Warranties:
- Extended warranties can be beneficial for covering repair costs, theft, loss, and providing 24/7 IT support.
Tech Support Toolkit:
- It's essential to have tech receipts, manuals, and troubleshooting guides readily available, keep software updated, and regularly back up data.
Concepts from the Article
The concepts used in the article include troubleshooting smartphone issues, online and in-person repair options, extended warranties, and the importance of a tech support toolkit. The article also emphasizes the significance of having relevant information handy, updating software, and backing up data to prevent tech crises.
For more detailed information on these concepts, feel free to ask!
