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The Wireless of Things™

Wireless Store Owners

Learn How to Bond Customers for LIFE

Groundbreaking Cash-in Holiday SalesPortfolio of Products, Technologies, by Upgrading Your Store’s Curb Appeal! RESERVED FOR & Supply Chain Winners COVER INDEX Find Your Niche Before BIG BOX

Be Your Perfect Store.

Gift Ideas Sneak Peek - Wireless Lifestyle

Explore a Mountain of Ideas Inside!

DIRECTORY INSIDE!

Pantone 286 Solid Black

® US PATENT 8,086,285

US PATENT 8,086,285


The

• Highest Quality Parts in The Industry • Dedicated Customer Service Support • LOW PRICES with AAA+ Quality

iPhone 5S

samsung Galaxy S4

www.Thecellphoneparts.com


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THE NEXT

BIG THING IN WIRELESS IS COMING.

Introducing UVA Mobile (you-vah!), a new kind of wireless service provider with a new kind of approach. Whether you’re a family, business or individual, now you can customize your wireless service to match your exact needs and budget. Share Talk, Text & Data across multiple lines on a single account, allocate who gets what, how much and when they can use it! UVA Mobile is putting “you” in control.

14 To become a dealer or distributor, visit uvamobile.com


Plans Customizable to Your Needs

Have Connections, Not Contracts

Flexible Sharing Made Simple Bring Your GSM or CDMA Phone

The Perfect Plan, Designed By You.

To become a dealer or distributor, visit UVAmobile.com uvamobile.com


Launch your own smartphone a and provide your

1. Prepaid International Calls 2. Internation

Callture can help you launch your own smartphone app so you can improve your service offering, increase your customer retention and solidify your branding. The new app will have your logo and links to your web site. You will be also able to setup promotions for downloads and friend referrals. Callture will perform the entire project implementation until is successfully uploaded on the Apple App Store and Android Google Pay. 16


app + multiservice retail portal r customers with:

nal Mobile Top Ups 3. US Wireless Top Ups

You can also setup your stores with your own private-label retail portal, allowing them to sell multiple services, including prepaid international calls, international mobile recharge and US prepaid wireless recharge. With our platform, you can enable your storeowners to receive commissions, residuals, rebates and/or bonuses. Our payment gateway will let you receive card payments directly to your bank account from storeowners and end-users. The wide range of detailed and summary reports, available in your new retail portal, allows your customers to get instant information on sales, earnings, commission details, payments and account statements. To learn more email us at platform@callture.com or call 1 800 566 7170


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Independent Retail Buyers of Cellula r, Electronics and Audi o

Wireless Dealer Magazine Staff W ir less Dealer Magazine.com 1-800-862-2609 CEO & Publisher | Kathy Katcher Kathy@W irelessDealerMagazine.com COO | Laurette Veres Laurette@W irelessDealerMagazine.com CMO | Michelle James Michelle@W irelessDealerMagazine.com Art Director | Thomas Vela Thomas@W irelessDealerMagazine.com Danna L ove | Sales Account Manager danna@W irelessDealerPublication.com Greg Smart | Sales Account Manager greg@ W irelessDealerPublication.com Advertising & Sales Deputy | Donna Early Donna@W irelessDealerMagazine.com Research Analyst | Lydia Taylor Lydia@W irelessDealerMagazine.com WDM News Anchor | Chelsea Rogers Chelsea@W irelessDealerMagazine.com Director of Finance | Jessica Hiatt Jessica@W irelessDealerMagazine.com Contributing Authors & Writers Yuval Atiya Moshe Agive Tony Baker Danielle Cassagnol Jonathan Marashlian Sondra Sneed Laurette Veres

W ireless Dealer Magazine Headquarters Houston, Texas For advertising or subscription inquiries, please call toll free 1 (800) 862-2609 or visit W irelessDealerMagazine.com W ireless Dealer Magazine is published quarterly as an independent, wireless industr y publication in Houston, Texas. Written materials and requests may be mailed to: W ireless Dealer Magazine 1217 Prince Street, Houston, TX 77008 [not responsible for any unsolicited materials] For advertising or subscription inquiries, please call toll free 1 (800) 862-2609 or visit W irelessDealerMagazine.com

Letter from the COO: Dear Readers, There are several important factors that go into being prepared for the big Holiday push. Obviously, having the right inventory at the right time is critical. We hope you find some of the products in this issue’s gadget guide intriguing as you plan your next 90 days of inventory. Creating a marketing plan now, if you haven’t already done so, is paramount. Look around your store. Does it tell a powerful silent story for a new customer? Do you wow your regular customers with reasons to come back? Are you planning for holiday signage outside your store? What does your big picture success look like this year? Now would be a good time to explore what you can do to impact your bottom line for the balance of 2014. This holiday season, we suggest selecting a few marquis products in multiple categories at multiple price points – give your customer options, people are empowered by options – and create a campaign around choice. Let your customers choose their story. Then, instead of throwing them in a boring bag, offer a nice gift box ala Tiffany & Co.®! Who isn’t proud to give a gorgeous boxed gift they just picked up on their way to an office party or effortlessly grabbed on a shopping trip during their lunch hour? Simply making the experience ‘special’ and less transactional this holiday might make the difference in your season. Black Friday is in 12 weeks. Are you ready? Happy selling, Laurette Veres COO, Wireless Dealer Magazine


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Editorial Index

COVER FEATURE - ICE Mobility

eTech Parts

|

| p. 73 ~ 78

p. 85 ~ 90

B-Stock Solutions

|

p. 135 ~ 137

Maya Cellular Parts

CEA

|

|

p. 93 ~ 98

p. 197 ~ 203


Editorial Index

Partners & Sponsors Directory

MegaTel Wireless

|

|

p. 29 ~ 54

p. 61 ~ 62

WDM Product Review

|

p. 175 ~ 189

Ingram Micro Mobility

Legal Awareness

|

|

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p. 147 ~ 154

p. 205 ~ 210


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Editorial Index

3D Printing

|

p. 111 ~ 116

On the Radar: 10 Companies Making Waves

Quality Repair Parts

ScrewMat

|

|

| p. 160 ~ 164

p. 191 ~ 194

p. 157 ~ 159

MyMe

|

p. 119 ~ 120

Phone Doctor

|

p. 103 ~ 105

Red Pocket Mobile

Sourcely

|

|

p. 27 ~ 28

p. 167 ~ 169


Editorial Index

Dywired

| p. 144

Unirex Memory

Looq

|

| p. 195

p. 171 ~ 172

Wearable Technology

|

p. 121 ~ 129

Lunex Telcom

| p. 68

Visivity

|

TurtleCell

p. 212 ~ 214

|

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p. 141


AA


AA


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A true, revenue maximizing, lowcost solution with real results. We Provide Technology Solutions & Services TSSI is a full service reverse logistics company. In addition to being a true service partner, we offer a wide variety of asset recovery solutions specific to Mobile, IT and consumer electronics industries. We provide lean, low-cost solutions that allow you to focus on your core business. Our team has over twenty years of experience dealing with… • High Volume Product Refurbishment • Processing & Sorting of Customer Return Merchandise • Failure Analysis, Data Collection & Reporting • Recalls, Reworks & Re-kitting • EOL Disposition & Management • Customized IT Solutions • Scrap Management & Recycling

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Nearly Half Million Square Feet to Meet Your Needs TSSI understands how product refurbishment costs and recovery impact your revenue. Our team is dedicated to cultivating longterm client partnerships through tailoring our service offerings to evolve with clients' changing competitive needs. Our constant, clear focus on customer objectives maximizes the value of key service offerings while containing costs. • Cutting Edge Test Systems • Complete Failure Analysis • Over 100 Skilled Technicians • Class 100 & Class 1000 Clean Rooms • Three HEPA Cosmetic Rooms

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Call us toll free: 866-447-6872 or visit our website: www.tssius.com ISO 9001:2008 / ISO 14001:2004 / C-TPAT / MS-TPI

Reverse Logistics Specialists Peter Skuba

Ken Gill

(805) 630-7214 pskuba@tssius.com

(661) 310-4137 kgill@tssius.com

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Device Repair, No Contract Wireless & YOU by Don Hendric kson, VP S ales, Red Pocket Mobile As ‘No Contract’ wireless plans go mainstream, consumer demand for device repair is skyrocketing. With fewer customers opting to subsidize their phone in exchange for lower monthly service bills, retailers can cash in on device repair while meeting their customer’s evolving wireless needs. Wireless operators are delivering tremendous value to customers nowadays. In an incredibly short period of time, the cost of monthly ‘Unlimited Talk & Text’ wireless service has plummeted from over $100 to below $40. Red Pocket Mobile, for one, offers rate plans to fit every user, from just $10 per month to weekly plans to unlimited everything for the power user at under $60 per month. No Contract wireless plans play a large role in this service-pricing decline. When the wireless operator does not need to subsidize a device over 24 months by including that financing cost in the customer’s monthly wireless bill, the customer can realize an immediate benefit. But as No Contract wireless plans become more and more typical, consumers have a much greater incentive to hang on to their device. Let’s face it - these smartphones are expensive. And when the true cost of the device is no longer masked by the subsidy from a two-year contract, consumers will often prefer to keep the phone they have for as long as possible, or look to upgrade to a refurbished device to take advantage of the lower cost. That’s why device repair is a big business that’s not just for large refurbishing houses anymore. With the increased demand from consumers for longer life from

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their phone, and for lower-priced refurbished phone options, repairing your customer’s handset is becoming a critical part of a retail storefront’s service offering. It is more important than ever to keep your customers coming back to you for things like plan upgrades, accessories, add-ons and of course, handset issues. If you send your customer somewhere else to get his or her phone fixed, your competitor may take them away forever. Fortunately, there are more tools than ever in the market to help wireless dealers get involved in device repair. Even being able to accomplish some very basic Level 1 phone repairs in-store can generate a new profit channel while driving additional activations. At Red Pocket, we frequently see iconic devices like the iPhone 4 given a second life as they activate for the first time on the Red Pocket network after being refurbished or repaired by the retailer in-store. And this second life is often not the last stop for these high-quality, highly demanded devices. These great phones often continue to move downstream through several additional users’ life spans as their original owners upgrade. Meanwhile, the device, now resold at a fraction of its original cost, continues to generate new Red Pocket activations as it passes down from user to user over time. Because Red Pocket Mobile supports all four of the country’s major wireless networks, many of our best retailer partners couple our service with device repair across a broad range of phones to offer a complete, one-stop-shop solution that customers love. The opportunity is huge. But you can’t win if you don’t play - so get in the game! Please contact me at http://dealers.goredpocket.com and I would be delighted to discuss with you how Red Pocket Mobile and device repair can transform your business.


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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

customer requires a ‘re-repair’ to a previous

most of our clients embrace the fact that our

repair of the phone again once it is noticed

company offers hassle-free returns on defective

that the parts previously used are defective

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

Your Brand. Your Industry. Your EXPO.

usually notice that the new screen’s LCD is not as bright as the original screen, the screen

As our customers know, a reality of the phone

doesn’t fit flush, and/

repair business is that by spending a couple

or the digitizer has dead spots. The technician will have to

dollars more on high quality “AAA Grade” parts, your bottom line will actually increase

replace the part in hopes

because you

that the next screen he

will avoid the

installs does not have the

issues described

same issues. Alternatively,

above. Keep in

the technician may be

mind that many

successful in fighting off the need to ‘re-repair’ the device, thus, leaving the customer frustrated, unhappy and ultimately resulting in a bad experience that customers tells everyone they know. Produced byA poor reputation for

terrible service and inferior parts that your shop provided will keep you from future business. If the technician decides to re-repair the phone

suppliers, either intentionally or through lack of knowledge, claim that their screens are of a certain grade, but when tested against the grading system we compiled above, they often fall below their claimed grade. It is crucial that a repair shop

and change the screen for the second time, they

that desires longevity only use parts that they

also lose; the shop loses time and also potentially

will be proud to stand behind.

loses the cost of the first part installed. For more information about Quality Repair Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

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A special thank you to all our partners, presenting sponsors, exhibitors and supporting sponsors for your dedication in making The Issue With Parts from High-Volume Retailers The “A Grade” Screen - Slightly the 2014 Wireless Repair EXPO a great success. Without a doubt most parts used in the industry better than Grade B, the Grade A

you rate to meet the players paving the way in wireless repair! by repair shops are obtained through high-volume screens often We haveinvite a defective of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

partners and sponsors

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

the device as the original parteTech did.

Parts

Bellagio Suite such high volume retailers prior toHospitality partnering with us.

As the nation’s gold standard and leading supplier of partstoand for theaswireless However, new entrants thetools industry, well asrepair the industry, eTech Parts is proud to partner with Wireless Dealer Magazine and CTIA as the more versed repair shops still continue to purchase The “AA Grade” premiere sponsor of the first-ever Wireless Repair Expo! Along with the highest quality through retailers.and Their mindsetservices is that Screen - This is industry, the parts and tools in the eTech Partshigh-volume offers simple solutions personalized parts equates higherrepair profitindustry. margins. mostbusiness commonly to help owners achieve lower resultspriced and find success in thetowireless Since opening in 2008, eTech Parts has become a leading advocate and parts provider for Although this equation is generally true, it is far from sold screen on eBay, thousands of repair shops worldwide. For more information and to learn more about how complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer eTech Parts can help you get started in repair, visit etechparts.com. approach does not take into consideration the massive (This grade of screen is further discussed in the next section of this article). The Grade AA screens have

Best Soldering School a defective rate of 12% or more. The most noticeable

hits that a repair shop’s bottom line takes due to the

Meeting Room #3609

use of such inferior parts. Let’s explore why. an IPC of Master defect on Grade AA screens isBEST in theis quality the Certification Solder Training Center offering Instructor and Operator courses for IPC-A-610, IPC J-STD-001, IPC-A-600, IPC/WHMA-A-620, We have heard countless stories from our clients on LCD. Grade AA screens have a noticeable blue or and IPC 7711/7721 as well as customized classes to meet your specific standard or criteria. how the useofofthe parts frominstructors high-volume yellow tint. Many of the screens in IPC this Training category Division will Their employs some mostobtained experienced in the classes forseverely SMT, Advanced BGA Rework tarnishedSMT, theirand businesses because not fit perfectly flush onto theindustry. device.They offer customizedretailers classes on site at your facility or at their headquarters near Chicago. They offer a Mobile of the bad reputation that their shops received as Training Center that contains all the materials for the training. All classes are taught by a result frombut using parts. This sense instructors who not only know the material, havethese also performed themakes techniques given thetofact that many shops rely heavily thousands of times on customers’ boards prove their “realrepair life” effectiveness and reliability. For more informationonvisit Solder.net. word-of-mouth references for future business. Additionally, many customers seeking to repair The “AAA Grade” Screen - The highest quality Cellular Repair

School

their phones read online reviews of repair shops and Meeting Room #3610

reviews thatsimple criticize a shop on the basis of their use replacement screen available isCellular the AAA grade quality. Repair School was founded for the purpose of creating a ground breaking, lower parts. Poor to reputations very hard to This quality is usually flawlessaffordable with no dead spots, training anddead support of system to quality individuals aspiring excel in theiscellular phone and mobile device repair industries. Their mission is to elevate entrepreneurs to levels overcome. pixels or discoloration on the LCD. The brightness unattainable on their own and foster a network of like-minded business owners helping of the LCD is comparable to an original OEM part. each other to succeed by cultivating a unique culture and experience. Another instance in which the use of non-“AAA These screens fit perfectly flush on the device. This At about Cellular Repair Schools, you learn notparts only technical but also the skills to retailers help you Grade” obtainedskills, through high-volume grade has a low defective rate of 1-2%. drive more profit directly to the bottom line! Their industry connections help provide an “Insider’s Track” to accelerate your business growth and resources. CellularRepairSchool.com

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The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

Th

better than Grade B, the Grade A

Without a doubt most parts used in the industry

bet

screens often have a defective rate

by repair shops are obtained through high-volume

scre

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

of a

partners and sponsors

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored screens include: iso

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses willpixels and seve dead

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. on In the LCD. You m

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from screens in the Grad

the device as the original partPhone did.

Surgeons

Booth #1458 such high volume retailers prior to partnering with us. the device as the or

Phone Surgeons’ goal is simple… to become “The most trusted in smartphone However, new entrants to the brand industry, as well as the repair” on the planet. Phone Surgeons® is building a global network of trusted Emergency more versed repair shops still continue to purchase The “AA Grade” Mobile Technicians. The Phone Surgeons® community, culture and strategic partnerships high-volume retailers. Their mindset is that Screen - This is the delivers an experience and brandthrough that resonates with consumers. lower priced parts equates to higher profit margins. most commonly Phone Surgeons has a unique multifaceted distribution model that presents Although this equation is generally true,growth it is far from sold screen on eBay, opportunities for independent self-employed technicians, large retailers as well as single complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer Amazon or any oth and multi-unit franchise operators. Additionally, a revolutionary limited partnership approach does not take 2014. into consideration the massive (This grade of screen is further discussed in theindividuals next (This grade of scree model for qualified will be launched at CTIA

hits that a repair shop’s bottom line takes due tosection the of this artic section of this article). The Grade AA screens have If you’re looking to get into the phone repair business, or already in the repair business use of such inferior parts. Let’s explore why. a defective rate of 12% or more. The most noticeable a defective rate of 1 and looking to grow — you need to talk to Phone Surgeons®. defect on Grade AA screens is in the quality of the defect on Grade AA LCD. Grade AA screens have a noticeable blue or

Visivity yellow tint. Many of the screens in this category will

We have heard countless stories from our clientsLCD. on Grade AA sc

Booth #4676 how the use of parts obtained from high-volume yellow tint. Many o

system (and other technical severely tarnishedmumbo-jumbo) their businesses because not fit perfectly flush onto theVisivity device.is a cloud-based P.O.S. retailers not fit perfectly flus designed specifically for the unique and complex needs of the mobile phone and of the bad reputation that their shops received as device repair business. a result from using these parts. This makes sense Visivity is an investment in efficiency which in turn, raises profit given and the productivity, fact that many repair shops relythe heavily margins of your business and ensures it will continue to thrive, strive, and survive in an on word-of-mouth references for future business. ultra-competitive environment. For more information about Visivity, visit visivity.com. Additionally, many customers seeking to repair The “AAA Grade” Screen - The highest quality

their phones read online reviews of repair shopsThe and “AAA Grade” S

replacement screen available is the AAA grade quality.

reviews that criticize a shop on the basis of theirreplacement use screen

This quality is usually flawless with no dead spots, dead

of lower quality parts. Poor reputations is very hard Thisto quality is usual

pixels or discoloration on the LCD. The brightness

overcome.

of the LCD is comparable to an original OEM part.

pixels or discolorati

of the LCD is comp

These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAAThese screens fit pe

grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers grade has a low defe

32 14


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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

customer requires a ‘re-repair’ to a previous

most of our clients embrace the fact that our

repair of the phone again once it is noticed

company offers hassle-free returns on defective

that the parts previously used are defective

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

partners and sponsors usually notice that the new screen’s LCD is

Technot Medic as bright as the original screen, the screen

As our customers know, a reality of the phone

Experience At TechMedic, their staff boasts decades of experience in the is that by spending a couple doesn’tcounts. fit flush, and/ repair business wireless device industry and years of experience assembling, fixing, and repairing electronic or the digitizer has dollars more on high quality devices. This is no fly-by-night operation. Their staff has been in the industry for nearly dead spots. two decades. If it’s a cutting-edge electronic device, chances are they have worked with it.“AAA Grade” parts, your Techmedic.com

bottom line will

The technician will have to

actually increase

replace the part in hopes

Express Mobile

that the next screen he Express Mobile Repair was founded in 2010 to satisfy a growing demand for device repair does not have ratherinstalls than replacement. Fromthe the beginning they have always strived to find OEM Alternatively, qualitysame partsissues. and perform factory quality repairs. They have since expanded and now offer options repair, trade-in and purchase of a replacement device. The team at Express thefortechnician may be Mobile knows that customers are what keep them in business and do everything they can successful in fighting off to create the best customer experience by offering some of the lowest prices, fastest repairs thewarranties need to ‘re-repair’ the and best in the business! device, thus, leaving the customer frustrated, unhappy

Quality Repair Parts

because you will avoid the issues described above. Keep in mind that many suppliers, either intentionally or through lack of

knowledge, claim and ultimately resulting in a QualityRepairParts is a leading wholesale supplier of mobile device components in that their screens bad experience that customers North America. With 1000+ repair shops and technicians in the U.S. turning to them tellsrepair everyone they know. A poor for parts at the most competitiveare of a certain grade, but for their parts needs, promising the reputation highest quality whenantested against wholesale prices is theirand mission. It’sparts not just products that make them industry leader.the grading system we terrible service inferior that your shop

Perhaps even more important is their client support and service. When you choose compiled above, they often fall below their provided will keep you from future business. If QualityRepairParts as your supplier, you will immediately realize the value that is added claimed grade. It is crucial that a repair shop thebusiness technician decides to re-repair the phone team. Whether to your by having access to our knowledgeable you own a chain thatrepair desires longevity andcenters changeorthe for the time, theymobile device of repair are screen just starting outsecond in the booming industry, theyonly use parts that they are here you.the Call (888) 501-9527 to find how they can improve business! will beyour proud to stand behind. alsoforlose; shop loses time and alsoout potentially loses the cost of the first part installed. For more information about Quality Repair Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

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A special thank you to all our partners, presenting sponsors, exhibitors and supporting sponsors for your dedication in making The Issue With Parts from High-Volume Retailers The “A Grade” Screen - Slightly the 2014 Wireless Repair EXPO a great success. Without a doubt most parts used in the industry better than Grade B, the Grade A

you rate to meet the players paving the way in wireless repair! by repair shops are obtained through high-volume screens often We haveinvite a defective of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

partners and sponsors

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

the device as the original parteTech did.

Parts

Bellagio Suite such high volume retailers prior toHospitality partnering with us.

As the nation’s gold standard and leading supplier of partstoand for theaswireless However, new entrants thetools industry, well asrepair the industry, eTech Parts is proud to partner with Wireless Dealer Magazine and CTIA as the more versed repair shops still continue to purchase The “AA Grade” premiere sponsor of the first-ever Wireless Repair Expo! Along with the highest quality through retailers.and Their mindsetservices is that Screen - This is industry, the parts and tools in the eTech Partshigh-volume offers simple solutions personalized parts equates higherrepair profitindustry. margins. mostbusiness commonly to help owners achieve lower resultspriced and find success in thetowireless Since opening in 2008, eTech Parts has become a leading advocate and parts provider for Although this equation is generally true, it is far from sold screen on eBay, thousands of repair shops worldwide. For more information and to learn more about how complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer eTech Parts can help you get started in repair, visit etechparts.com. approach does not take into consideration the massive (This grade of screen is further discussed in the next section of this article). The Grade AA screens have

Best Soldering School a defective rate of 12% or more. The most noticeable

hits that a repair shop’s bottom line takes due to the

Meeting Room #3609

use of such inferior parts. Let’s explore why. an IPC of Master defect on Grade AA screens isBEST in theis quality the Certification Solder Training Center offering Instructor and Operator courses for IPC-A-610, IPC J-STD-001, IPC-A-600, IPC/WHMA-A-620, We have heard countless stories from our clients on LCD. Grade AA screens have a noticeable blue or and IPC 7711/7721 as well as customized classes to meet your specific standard or criteria. how the useofofthe parts frominstructors high-volume yellow tint. Many of the screens in IPC this Training category Division will Their employs some mostobtained experienced in the classes forseverely SMT, Advanced BGA Rework tarnishedSMT, theirand businesses because not fit perfectly flush onto theindustry. device.They offer customizedretailers classes on site at your facility or at their headquarters near Chicago. They offer a Mobile of the bad reputation that their shops received as Training Center that contains all the materials for the training. All classes are taught by a result frombut using parts. This sense instructors who not only know the material, havethese also performed themakes techniques given thetofact that many shops rely heavily thousands of times on customers’ boards prove their “realrepair life” effectiveness and reliability. For more informationonvisit Solder.net. word-of-mouth references for future business. Additionally, many customers seeking to repair The “AAA Grade” Screen - The highest quality Cellular Repair

School

their phones read online reviews of repair shops and Meeting Room #3610

reviews thatsimple criticize a shop on the basis of their use replacement screen available isCellular the AAA grade quality. Repair School was founded for the purpose of creating a ground breaking, lower parts. Poor to reputations very hard to This quality is usually flawlessaffordable with no dead spots, training anddead support of system to quality individuals aspiring excel in theiscellular phone and mobile device repair industries. Their mission is to elevate entrepreneurs to levels overcome. pixels or discoloration on the LCD. The brightness unattainable on their own and foster a network of like-minded business owners helping of the LCD is comparable to an original OEM part. each other to succeed by cultivating a unique culture and experience. Another instance in which the use of non-“AAA These screens fit perfectly flush on the device. This At about Cellular Repair Schools, you learn notparts only technical but also the skills to retailers help you Grade” obtainedskills, through high-volume grade has a low defective rate of 1-2%. drive more profit directly to the bottom line! Their industry connections help provide an “Insider’s Track” to accelerate your business growth and resources. CellularRepairSchool.com

37


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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

customer requires a ‘re-repair’ to a previous

most of our clients embrace the fact that our

repair of the phone again once it is noticed

company offers hassle-free returns on defective

that the parts previously used are defective

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

partners and sponsors usually notice that the new screen’s LCD is

Red not Pocket Mobile as bright as the original screen, the screen

Booth #3875 As our #752, customers know, a reality of the phone

Red Pocket is a and/ new kind of wireless company. They offerrepair contract-free mobile doesn’tMobile fit flush, business is that by spending a couple phoneorand Internet service on the top four wireless networks in the nation. With Red the digitizer has dollars more on high quality Pocket’s ‘”Bring Your Own Device” starter kits sold in Target, Fry’s Electronics, and in dead spots. “AAA Grade” parts, your thousands of other fine retailers across the country, anyone with a compatible phone can quickly switch it to Red Pocket Mobile, keep the same phone number, get the same bottom line will wireless coverage and save The technician willmoney. have toJoin Red Pocket Mobile! Awarded an A+ rating by the actually increase Better Business Bureau®, they place tremendous value on their distributors as partners in replace the part in hopes because you their success. GoRedPocket.com that the next screen he will avoid the installs does not have the issues described Phone Doctors Booth #4676 same issues. Alternatively, above. Keep in The mobile device repair is a fast growing market with incredible projected the technician mayindustry be mind that many growth in the years to come. PHONE DOCTORS® is ready to expand, and stand successful in fighting off out in the crowd. With over 11 years of experience, and over 1 million transactions later, suppliers, either thetoneed to ‘re-repair’ thethey are here to stay! it is safe say with confidence, intentionally or device, thus, leaving the through lack of They customer are lookingfrustrated, for franchisees who love people, and are excited about joining the unhappy strongest brand in the repair industry. For information on becoming a franchisee, knowledge, claim and ultimately resulting in a please visit: phonedoctors.com/franchise/, and drop by their booth #4676 in the that their screens badRepair experience customers Wireless EXPOthat pavilion onsite during CTIA2014. #phonedoctors are of a certain grade, but tells everyone they know. A poor reputation for terrible service and inferior parts that your shop

LCDcycle

when tested against the grading system we

Booth #4075

compiled above, they often fall below their provided will keep you from future business. If LCDcycle is one of the fastest growing wholesale parts distributors in the nation. With claimed grade. It is crucial that a repair shop the technician decides to re-repair the phone new distribution centers opening nationwide, LCDcycle is committed to getting you parts, that repair desires longevity change for the as screen forpossible. the second time, they as fastand as possible, little as LCDcycle started as a small shop chain, only use parts that they so they know thethe needs a repair shop LCDcycle is known forbe their no-hassle will proud to stand behind. also lose; shopofloses time andowner. also potentially lifetime return policy, which is unheard of in the industry. Give them a call at loses the cost of the first part installed. 972-234-4555 and check out their competitive prices on Apple and Samsung parts. For more information about Quality Repair Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

38


39


40


41


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The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

Th

better than Grade B, the Grade A

Without a doubt most parts used in the industry

bet

screens often have a defective rate

by repair shops are obtained through high-volume

scre

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

of a

exhibitors

screens include: isolated dead spots on the digitizer,

screens include: iso typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

dead above. The reason is quite elementary. Businesses willpixels and seve

on the LCD. You may also notice that many of the

on In the LCD. You m flock to where they can obtain the cheapest parts.

screens in the Grade A category do not fit flush on

screens in the Grad fact, virtually all of our customers were buying from

the device as the original partApple did.

N Berry

Booth #4175 the device as the or such high volume retailers prior to partnering with us.

ApplenBerry, LLC is a global distributor replacement for Apple, Samsung However,ofnew entrants components to the industry, as well as the and other top brand mobile devices. They are the Bay Area’s leading parts supplier more versed repair shops still continue to purchase The “AA Grade” and contract manufacturer for some of the top names in the industry. Need custom high-volume Their mindset is that Screen - This the fromthrough components? Theyissource trusted partners and canretailers. manufacture custom lower priced parts equates to higher profitand margins. most commonly components to your specifications. Need screens? Now get wholesale pricing deep quantity discounts on repair parts and replacement screens for iPhone, iPad, iPod, Galaxy, Although this equation is generally true, it is far from sold screen on eBay, Note, and other popular devices. Call 800-859-7816 and they’ll cater to your needs for Amazon or any oth complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer value and quality components. (This grade of scree approach does not take into consideration the massive (This grade of screen is further discussed in the next section of this article). The Grade AA screens have

AllPRO Distributing a defective rate of 12% or more. The most noticeable

hits that a repair shop’s bottom line takes due tosection the of this artic

Booth #832, #4472

use of such inferior parts. Let’s explore why. a defective rate of 1 in 2000, All Pro Distributing is a trusted value-added supplier of cellulardefect on Grade AA defect on Grade AA screens isEstablished in the quality of the handsets, accessories, and service parts. As an authorized distributor for Samsung, LCD. We have heard countless stories from our clients on Grade AA sc LCD. Grade AA screens have a noticeable blue or Motorola and LG, they offer customers a complete solution for their wireless needs, by yellow tint. Many o the at usecompetitive of parts obtained high-volume yellow tint. Many of the screens in thisan category providing extensivewill range of how products prices andfrom the reliability required

achieve their goals and increase profits.severely Their team works totheir ensure that bothbecause customers not fit perfectly flus retailers tarnished businesses not fit perfectly flush onto thetodevice. and vendors feel listened to and respected, throughout their experience. AllPROdist.com of the bad reputation that their shops received as PMS 287 PMS 308

CVE Group PMS 549

a result from using these parts. This makes sense

given the fact that many repair shops Booth rely heavily #4469

on word-of-mouth references for future business. PMS 424 CVE Group are the return / refurbish / repair specialists group behind the brand. For over PMS Cool Group, Grey 3 Inc. has been 20 years, CVE serving the ever-growing consumer products Additionally, many customers seeking to repairindustry. As a leading, large scale reverse logistics provider, they strive to deliver unsurpassed quality their phones read online reviews of repair shopsThe and“AAA Grade” S The “AAA Grade” Screen - The highest quality and support to manufacturers and their products. While headquartered in Riverdale, replacement screen that criticize a shop the corporate basis of their use replacement screen available isNew the AAA quality. Jersey, grade just a short distancereviews from New York City and closeon to the offices of This to quality is usual of lowerindustry, qualityCVE parts.Group Poor also reputations is very hard This quality is usually flawlessmany with companies no dead spots, dead within the electronics has national receiving centersThe in Allen, Plano and Fortovercome. Worth, Texas. Throughout the years, their facilitiespixels have or discolorati pixels or discoloration on the LCD. brightness processed, repaired, and refurbished millions upon millions of consumer products. They of the LCD is comp of the LCD is comparable to an original OEM part. specialize in consumer electronics, including audio, video, and telecommunications, and These screens fit pe instance products in whichasthe useCVEUSA.com of non-“AAA These screens fit perfectly flush on vast the experience device. This have with other Another types of consumer well. grade has a low defective rate of about 1-2%.

grade has a low defe Grade” parts obtained through high-volume retailers

42


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The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate

by repair shops are obtained through high-volume

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

exhibitors

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

above. The reason is quite elementary. Businesses will ON-CAMPUS TRAINING

dead pixels and severe blue and yellow blemish spots on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

HANDS ON part TRAINING Apple the device as the original did. N Berry

AThigh YOUR SITE TRAINING Booth #4175 such volume retailers prior to partnering with us.

ApplenBerry, LLC is a global distributor ofnew replacement for Apple, Samsung However, entrants toWorld the industry, as well asTo theYou! We Can Bring Ourcomponents Class Training Spend More Time Doing and other top brand mobile devices. They are the Bay Area’s leading parts supplier Onsiteshops Training & Certiication Become Proocient moreCustom versed repair still continue to purchase The “AA Grade” and contract manufacturer for some of the top names in the industry. Need custom Programs Latest Devices & Techniques high-volume Their mindset is that Screen - This the fromthrough components? Theyissource trusted partners and canretailers. manufacture custom Tools & Equipment Included! lower priced parts equates to higher profitand margins. most commonly components to your specifications. Need screens? Now get wholesale pricing deep

ONE STOP SOLUTION quantity discounts repair parts and replacement screensisfor iPhone, iPad, Galaxy, Although this equation generally true, iPod, it is far from sold screen on on eBay, STATE-OF-THE-ART Note, and other popular devices. Call 800-859-7816 and they’ll cater to your needs for Learn WHAT NEED to online be successful! FACILITY complete. The “lower part cost = higher margins” Amazon or any otherYOU high-volume retailer value and quality components. Get lists of Wholesale Parts & Accesories approach does not take into consideration the massive (This grade of screen is further discussed in the next PROFESSIONAL Vendors INSTRUCTORS hits that a repair shop’s bottom line takes due to the section of this article). The AA screens have Discounted Tools & Grade Equipment AllPRO Distributing Booth #832, #4472 use of such inferior parts. Let’sTrainers explore why. a defective rate of 12% or more. The most noticeable Certiied IPC Soldering in 2000, All Pro Distributing is a trusted value-added supplier of cellular defect on Grade AACLASS screens isEstablished in the quality of the WORLD SUPPORT handsets, accessories, and service parts. As an authorized distributor for Samsung, We have heard countless stories from our clients on LCD. Grade AA screens have a noticeable blue or Online Learning Resource Center = they offer customers Motorola and LG, a complete solution for their wireless needs, by the at usecompetitive of parts obtained high-volume yellowVideos, tint. Many screens in thisan category Chatof &theMore Training! providing extensivewill range of how products prices andfrom the reliability required Technical Phone Support Withgoals and increase achieve their profits.severely Their team works totheir ensure that bothbecause customers retailers tarnished businesses not fitLive perfectly flush onto theto device. Diffcult Repairs and vendors feel listened to and respected, throughout their experience. AllPROdist.com of the bad reputation that their shops received as

Discussion Forums - Connect with PMS 287 your Peers PMS 308

CVE Group PMS 549

TOPICS SUCH AS: aCLASS result from using these parts. This makes sense

Level 1 - that 2 Cell Phone TabletBooth Repair given the fact many repair&shops rely heavily #4469

Level 3 Advanced Soldering & Troubleshooting on word-of-mouth references for future business. PMS 424 CVE Group are the return / refurbish / repair specialists group behind the brand. For over Smartphone Repair (iPhone, Samsung & More) PMS Cool Group, Grey 3 Inc. has been 20 years, CVE serving the ever-growing consumer products Additionally, many customers seeking to repairindustry. Tablet Repair (iPads, Kindle Fire & More) As a leading, large scale reverse logistics provider, they strive to deliver unsurpassed quality theirGlass phones readRepairs online reviews repair$$ shops and The “AAA Grade” Screen - The highest quality Only - Earn ofMore and support to manufacturers and their products. While headquartered in Riverdale, by Rebuilding Your Ownto Touch Screen that criticize a shop the corporate basis of their replacement screen available isNew the AAA quality. Jersey, grade just a short distancereviews from New York City and closeon the officesuse of Assemblies! of lowerindustry, qualityCVE parts.Group Poor also reputations is very hard to This quality is usually flawlessmany with companies no dead spots, dead within the electronics has national receiving Gaming Console & iPod Repair centersThe in Allen, Plano and Fortovercome. Worth, Texas. Throughout the years, their facilities have pixels or discoloration on the LCD. brightness Learn The Most Advanced & Proven Soldering processed, repaired, and refurbished millions upon millions of consumer products. They Techniques Available! of the LCD is comparable to an original OEM part. specialize in consumer electronics, including audio, video, and telecommunications, and instance products in whichasthe useCVEUSA.com of non-“AAA These screens fit perfectly flush on vast the experience device. This have with other Another types of consumer well. grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers

www.CellularRepairSchool.com 1166 E. Warner Rd. Suite 206 Gilbert, AZ 85296

43

(855) 338-1277


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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

customer requires a ‘re-repair’ to a previous

most of our clients embrace the fact that our

repair of the phone again once it is noticed

company offers hassle-free returns on defective

that the parts previously used are defective

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

exhibitors

usually notice that the new screen’s LCD is

ETrade Supply not as bright as the original screen, the screen

#4576 As ourBooth customers know, a reality of the phone

With doesn’t operations in the United fit flush, and/ States, China and Hong Kong, ETrade repairSupply business is that by spending a couple International Ltd is a global, vertically integrated distributor for cell phone and or the digitizer has dollars more on high quality tablet parts. They specialize in post-sales consumer electronics solutions and services, deadnew spots. including parts, LCM repair, housing repainting, and inventory solutions. ETrade “AAA Grade” parts, your Supply maintains facilities dedicated to OEM-new, OEM-reclaimed, and contract production of consumerwill electronics The technician have to repair parts. The foundation of their success rests upon their tireless dedication to vital and current industry knowledge. Maintaining a cutting replace the part in hopes edge understanding of the consumer electronics’ supply, engineering, and re-manufacturing thatcore theofnext screen heand who they are. form the what they do

bottom line will

installs does not have the

actually increase because you will avoid the issues described

same issues. Alternatively,

Global Direct Parts

above. Keep in Booth #4473 the technician may be mind that many Global Direct Parts focuses on supply, so you can focus on repair. That’s their motto and successful in fighting off mission. With an industry leading 99% success rate on their parts, Global Direct Parts suppliers, either need to ‘re-repair’ allowsthe their customers to buy, the repair, and warranty with confidence. They buy the intentionally or mobile devicesthus, for which they device, leaving thesupply parts, allowing them to test, represent and fulfill parts through lack of accurately, while servicing customers, during those head-scratching moments. They’re customer frustrated, unhappy committed to being ethically and legally responsible and work to weed out the counterfeit knowledge, claim ultimately resulting parts,and which all too often plague in thisa industry. Global Direct Parts service repair shops, that their screens refurbishers and educational institutions. They test and ship all parts from their location bad experience that customers in Santells Antonio, Texas. Global Direct Partsreputation is here to help! everyone they know. A poor for Call 210-444-9469 or emailare of a certain grade, but sales@globaldirectparts.com. when tested against the grading system we terrible service and inferior parts that your shop provided will keep you from future business. If

iDistribute the technician decides to re-repair the phone

compiled above, they often fall below their

Booth claimed grade. #4076 It is crucial that a repair shop

that desires longevity only use parts that they iDistribute is a mobile device replacement parts distributor. themselves on and change the screen for the second time, they They pride exceptional and the personable customer service. started out as awill retail be repair proudoperation to stand behind. also lose; shop loses time and alsoWhat potentially has evolved into a company that is able to meet and exceed customers’ needs, in both a loses the cost of the first part installed. timely and effective manner. They offer the low markups and long warranty on top quality For more products. Coupled with their almost 24/7 availability, there is no wonder theyinformation are the one about Quality Repair

of theReturning fastest growing this these industry. IDistributeLLC.com Parts or the contents of this article please visit partscompanies to sellers in from highvolume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

44


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W D M

The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate

by repair shops are obtained through high-volume

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

exhibitors

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

the device as the original partiDropped did.

Booth #3873 such high volume retailers prior to partnering with us.

iDropped is an emerging leader However, in the mobile repair The foundation newdevice entrants toindustry. the industry, as well as the of the company is routed in the iDropped system training platform that provides a more versed repair shops still continue to purchase The “AA Grade” core foundation in diagnostics, troubleshooting, and repair procedures of today’s most through high-volume Their mindset is that Screen - This is theWith room popular mobile devices. for higher degrees ofretailers. certification, iDropped lower equates higher profit margins. most commonly technicians continue to learn, train andpriced grow. parts Building off itstofoundation, the iDropped brand has a loyal following among customers, due to their ability to source quality parts Although this equation is generally true, it is far from sold screen on eBay, and provide superior customer service. In addition they have sparked the interest of complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer investors in the industry with its iDropped Repair Center platform. Quality control approach does not intosystem, consideration the massive (This grade of screen is further discussed in athe next service waivers, fully customizable, pre-loaded pointtake of sale and comprehensive operations manual have make day-to-day operations a breeze. this takes with their hits that a repair shop’sCombine bottom line due to the section of this article). The Grade AA screens modern storefront design, efficient kiosks’ layouts, and large assortment of the industry’s use of such inferior parts. Let’s explore why. a defective rate of 12% or more. The most noticeable most popular accessory brands has made iDropped the best place for customers to shop defect on Grade AA screens isand in franchisees the qualitytoofgrow. the iDropped.com We have heard countless stories from our clients on LCD. Grade AA screens have a noticeable blue or yellow tint. Many of the screens in this category will

I Refurbish LCD

how the use of parts obtained from high-volume

Booth #4476

retailers severely tarnished their businesses because not fit perfectly flush onto the device. Become an iPhone Refurbishing Technician (plus tools and equipment) in 5 Full Days on: of the bad reputation that their shops received as iPhone 4, 4s, 5, 5c, 5s, Samsung, learn business operations, proven marketing system, and a result from using these parts. This makes sense enjoy unlimited ongoing after-class support. given the fact that many repair shops rely heavily • State of the art training facilityon word-of-mouth references for future business. • Hands-on Classes to gain immediate confidence doing repairs Additionally, many customers seeking to repair • Learn by using our industry leading tools & equipment their read online reviews of repair shops and The “AAA Grade” Screen - The highest quality • Free on-going technical support afterphones training Access to reputable wholesale parts suppliers reviews that criticize a shop on the basis of their use replacement screen available is• the AAA grade quality. • All tools and equipment needed for your refurbishing business of lower quality parts. Poor reputations is very hard to This quality is usually flawless with no dead spots, dead • Detailed breakdown of inventory and operation startup costs overcome. pixels or discoloration on the LCD. The brightness of the LCD is comparable to an OEM part. Fororiginal more information call (818) 231-7541 or visit iRefurbishLCD.com.

47

These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAA

grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers


W D M

has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

customer requires a ‘re-repair’ to a previous

most of our clients embrace the fact that our

repair of the phone again once it is noticed

company offers hassle-free returns on defective

that the parts previously used are defective

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

usually notice that the new screen’s LCD is

LCD not Direct Inc. as the original screen, the screen as bright

#4274 As ourBooth customers know, a reality of the phone

Welcome to LCD Direct Inc., an LCD recycling company that buys used/cracked doesn’t fit flush, and/ repair business is that by spending a couple Samsung Galaxy S3, S4, S5, Note 2 and Note 3 LCD and Smart Phones. They pay top LCD DIRECT INC or the digitizer has dollars more on high quality dollar for these used products. Why trash it when you can “cash it”? They also provide a deadcracked spots. glass refinish service for Samsung LCD series. The turnaround time for “AAA Grade” parts, your low price their refinishing services is lightning fast, and they guarantee quality. LCDDirectInc.com The technician will have to

bottom line will actually increase

replace the part in hopes that the next screen he Maya Networks

Booth #4375

not haveexclusively the Mayainstalls Networkdoes is dedicated to B2B sales and service of replacements parts for issues. Alternatively, tabletssame and smartphones. Their main focus is quality and customer service, and, although not always the cheapest around the technician may be town, they always maintain and provide this standard of great quality of product and excellent customer service. All orders are placed on our successful in fighting off website 24/7, and they ship all over the USA with UPS and FedEx. Meet them at CTIA need to ‘re-repair’ theon how they operate and to find out if they are a good fit 2014 the Booth #4375 to hear more for your repairthus, shopleaving needs. MayaCellularParts.com device, the customer frustrated, unhappy and ultimately resulting in a

MCE Systems

because you will avoid the issues described above. Keep in mind that many suppliers, either intentionally or through lack of knowledge, claim

Booth #4572 that their screens bad experience that customers With more than 10,000 installations in over 30 countries, MCE Systems is a global leader are of a certain grade, but tells everyone they know. A poor reputation for in Mobile Customer On-boarding and Repair/Return Avoidance, providing carriers and when tested against the grading system we terrible and inferior parts that your shop wireless dealersservice with advanced in-store/retail services for mobile devices. MCE solutions compiledsuccess above,inthey often fall below their process over 1.5will million transactions month globally,Ifwith outstanding provided keep you from per future business.

Repair/Return Avoidance, dramatically improving customer satisfaction, reducing claimedwhile grade. It is crucial that a repair shop the technician decides to re-repair the phone costs for providers. MCE enables mobile customer services including Content/Media that desires longevity only use parts that they and change the screen for the second time, they Transfer between devices, Automated Device Trade-In, Device Health-Check Diagnostics, be proud stand also lose; the shopMCE’s loses time also potentially Data WIPE, and more. Northand American and UK businesswill operations areto based in behind. Toronto, Canada. mce-sys.com loses the cost of the first part installed.

For more information about Quality Repair Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

48


» Dedicated professional account manager for each customer » Drop shipments directly from China (China prices/USA service) » Credit on RMA and broken screen recycling within 24 hours Join Us At CTIA Supermobility Week 2014! We are in the iZone Booth #4375

P: 424-248-3896 49 E: info@mayacellularparts.com

Stop by our booth at CTIA 2014 and receive

$50 Off your first sample order ($250 min)

Website: mayacellularparts.com


W WD DM M

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The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

Th

better than Grade B, the Grade A

Without a doubt most parts used in the industry

bet

screens often have a defective rate

by repair shops are obtained through high-volume

scre

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

of a

exhibitors

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored screens include: iso

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will dead pixels and seve

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In LCD. You m on the

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying screens from in the Grad

the device as the original partMobile did.

Defenders

Booth #4574 such high volume retailers prior to partnering with us. as the or the device

Mobile Defenders is a leading wholesale for mobile replacement parts, However,distributor new entrants to thedevice industry, as well as the tools, and accessories. With 5 years experience in the cell phone repair industry, they more versed repair shops still continue to purchase The “AA Grade” pride themselves in outstanding customer service and providing only the highest quality through mindset is that Screen - ThisSamsung, is the Motorola, parts (for Apple, andhigh-volume many more). retailers. They also Their have their own custom lowertargeted priced at parts equatescell to higher profitstore. margins. most line commonly branded of accessories and tools the average phone repair Because Mobile Defenders owns and operates a chain of cell phone repair stores, Although this equation is generally true, it is in far from sold screen on eBay, addition to the distribution operation, they provide a first-hand knowledge and exceptional complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer Amazon or any oth level of tech support. Mobiledefenders.com approach does not take into consideration the massive (This grade of screen is further discussed in the next (This grade of scree section of this article). The Grade AA screens have

QWireless Solutions a defective rate of 12% or more. The most noticeable

hits that a repair shop’s bottom line takes due to the of this artic section

Booth #4374, #5171

use of such inferior parts. Let’s explore why. a defective rate of 1 there defect on Grade AA screens isIninevery the industry quality of theare companies who are considered innovators and whose values defect on Grade AA shine in every aspect of their business. Q Wireless Solutions is one of these companies, We have heard countless stories from our clients on Grade AA sc LCD. Grade AA screens have a noticeable blue or LCD. and for over two years, they have been integral to the growth of the wireless repair industry. how parts obtained from high-volume yellow tint. Many of the screens in this category yellow tint. Many o Q Wireless Solutionswill prides itself on the not use just of being another trading company; Q Wireless

partner for mobile repair retailers severely tarnished their businesses. businesses Their because not fit perfectly flush onto theSolutions device. is a full service solutions-based not fit perfectly flus mandate is to help wireless dealers throughout USA, Canada, Mexico, and abroad to of the bad reputation that their shops received as procure the highest quality products for their customers, while reducing overall returns and resulttime from these parts. This sense increasing customer satisfaction.a Save andusing money by adding some makes Q in your Repair. given the fact that many repair shops rely heavily To find out more visit www.QWirelessSolutions.com on word-of-mouth references for future business.

RepairQ

Additionally, many customers seeking to repair

Booth #4575

their phones read online reviews of repair shopsThe and“AAA Grade” S The “AAA Grade” Screen - The highest quality RepairQ is a cloud-¬based POS system designed specifically for the high-tech repair reviews that criticize a shop the basis of their use replacement screen available isindustry, the AAA grade all quality. replacement screen tracking of your repairs, inventory, employees, and on business metrics in one of and lower quality solely parts. by Poor reputations very This hard to This quality is usually flawlessinnovative with no dead spots, dead quality is usual application. Developed supported Brickwire and itsisaffiliates, they are a team business strategistsovercome. and web experts who specialize in building custompixels web or discolorati pixels or discoloration on the LCD. The of brightness applications. RepairQ is a result of over a decade of experience in developing custom web of the LCD is comparable to an original OEM part. of the LCD is comp applications and several years of consulting, for the cell phone repair industry. Now, two Another in fast, which useaim of to non-“AAA These screens fit perfectly flush on after the device. This release, years its commercial RepairQinstance is growing andthe they become These the screens fit pe

industry grade has a low defective rate of about standard. 1-2%. RepairQ.io Grade” parts obtained through high-volume retailers grade has a low defe

50 12


W D M

The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate

by repair shops are obtained through high-volume

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

Products & Solutions You Need From exhibitors a Partner You Can Trust screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

the device as the original partMobile did.

Defenders

Booth #4574 such high volume retailers prior to partnering with us.

Audio & Music

Mobile Defenders is a leading wholesale for mobile replacement parts, However,distributor new entrants to thedevice industry, as well as the tools, and accessories. With 5 years experience in the cell phone repair industry, they more versed repair shops still continue to purchase The “AA Grade” pride themselves in outstanding customer service and providing only the highest quality through mindset is that Screen - ThisSamsung, is the Motorola, parts (for Apple, andhigh-volume many more). retailers. They also Their have their own custom Cases lower priced at parts equatescell to higher profitstore. margins. most line commonly branded of accessories and&tools targeted the average phone repair Protection Because Mobile Defenders owns and operates a chain of cell phone repair stores, Although this equation is generally true, it is in far from sold screen on eBay, Batteries, addition to the distribution operation, they provide a first-hand knowledge and exceptional complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer Chargers & Cables level of tech support. Mobiledefenders.com approach does not take into consideration the massive (This grade of screen is further discussed in the next

Learn why section of thisthousands article). The Grade AA screens have

QWireless Solutions a defective rate of 12% or more. The most noticeable

hits that a repair shop’s bottom line takes due to the

Booth #4374, #5171

use of such inferior parts. Let’s explore why. of retailers choose toIndo every industry there are companies who are considered innovators and whose values

defect on Grade AA screens is in the quality of the Smart shine in every aspect of theirHands-Free business. Q Wireless Solutions is one of these companies, We have heard countless stories from our clients on LCD. Grade AA screens have a noticeable blue or Accessories Products and for over two years, they have been integral to the growth of the wireless repair industry. how parts obtained from high-volume yellow tint. Many of the screens in this category Q Wireless Solutionswill prides itself on the not use just of being another trading company; Q Wireless partner for mobile repair retailers severely tarnished their businesses. businesses Their because not fit perfectly flush onto theSolutions device. is a full service solutions-based mandate is to help wireless dealers throughout USA, Canada, Mexico, and abroad to of the bad reputation that their shops received as procure the highest quality products for their customers,Tools while reducing overall returns and resulttime from parts. This sense increasing customer satisfaction.a Save andusing money by adding some makes Q in your Repair. &these Supplies given the fact that many repair shops rely heavily To find out more visit www.QWirelessSolutions.com

business with TESSCO.

www.tessco.com/go/retail

Memory on word-of-mouth references for future business.

RepairQ

& Data

Additionally, many customers seeking to repair

Booth #4575

their phones read online reviews of repair shops and The “AAA Grade” Screen - The highest quality RepairQ is a cloud-¬based POS system designed specifically for the high-tech repair reviews that criticize a shop the basis of their replacement screen available isindustry, the AAA grade all quality. tracking of your repairs, inventory, employees, and on business metrics in oneuse of and lower quality solely parts. by Poor reputations very hard to This quality is usually flawlessinnovative with no dead spots, dead application. Developed supported Brickwire and itsisaffiliates, they are a team business strategistsovercome. and web experts who specialize in building custom web pixels or discoloration on the LCD. The of brightness applications. RepairQ is a result of over a decade of experience in developing custom web of the LCD is comparable to an original OEM part. applications Visit TESSCO at CTIA and several years of consulting, for the cell phone repair industry. Now, two Another in fast, which useaim of to non-“AAA These screens fit perfectly flush on after the device. This release, years its commercial RepairQinstance is growing andthe they become the Wireless Repair Expo, Booth #4573 industry grade has a low defective rate of about standard. 1-2%. RepairQ.io Grade” parts obtained through high-volume retailers

Products | Brands | Training | Merchandising | Inventory Management | Dedicated Support 51


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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

customer requires a ‘re-repair’ to a previous

most of our clients embrace the fact that our

repair of the phone again once it is noticed

company offers hassle-free returns on defective

that the parts previously used are defective

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

exhibitors

usually notice that the new screen’s LCD is

TESSCO Meeting #301 & As 302, #4573 not as bright as the original screen,Rooms the screen ourBooth customers know, a reality of the phone

TESSCO Technologies (NASDAQ: TESS) is an industry-leadingrepair supplier of products doesn’t fit flush, and/ business is that by spending a couple and services for wireless and consumer technology retailers. Known for the broadest portor the digitizer has dollars more on high quality folio in the market, including a robust selection of mobile device accessories, and tools and dead supplies forspots. cell phone repair, TESSCO provides value to retailers with enhanced services “AAA Grade” parts, your to manage inventory flow, to improve rep sales performance, and to increase sell-through. Retailers on TESSCO Therely technician will for: have to • Recommendations on the right mix of products and brands replace the part in hopes • Product availability – to support device launches and inventory replenishment that the next screenfor he effective display techniques • Merchandising strategies • Education training, including installsand does not have the store-level training to enhance sales performance • Sell-through strategies and promotions same issues. Alternatively, the technician may be Tessco.com successful in fighting off

bottom line will actually increase because you will avoid the issues described above. Keep in mind that many suppliers, either

the need to ‘re-repair’ the

The Repair Depot

intentionally or Booth #4276 device, thus, leaving the through lack of The Repair Depot was established early 2012 in Stillwater, Oklahoma to be a central customer frustrated, unhappy provider for electronic repairs for our insurance partners. It has quickly grown from knowledge, claim andaultimately a handling few nearbyresulting regions toincovering a majority of the Midwest, along with some that their screens badWest experience that customers East and coast locations. With a fine team of Quality Technicians who can accurately diagnose repair allthey issues on aA multitude of devicesfor and its strong support staff, Theare of a certain grade, but tellsand everyone know. poor reputation Repair Depot strives to provide the highest quality of service to allwhen of ourtested covered regionsthe grading system we against terrible service and inferior parts that your shop and looks to continue expanding. Additionally The Repair Depot is the primary repair compiled above, they often fall below their will keep you from future If facilityprovided for the largest insurance provider for business. electronic devices. TheRepairDepot.com claimed grade. It is crucial that a repair shop the technician decides to re-repair the phone and change the screen for the second time, they

TNF Distribution

that desires longevity only use parts that they

Booth #4275

will be proud to stand behind. also lose; the shop loses time and also potentially The founders of TNF Distribution have been in the cell phone industry for over 15 years. loses the cost of the first part installed. With over 80 retail cell phone repair locations in malls across the country, they distribute For more about Quality Repair the highest quality repair parts for Apple and Samsung devices, which are allinformation backed by a warranty. They alsotodistribute all thethese toolshighnecessary for all types of or repairs. Parts the contents of this article please visit Returning parts sellers from TNFdistribution.com www.QualityRepairParts.com. volume outlets is almost impossible. Keep in

52


Get 30%-50% more recovery on your second user equipment. That’s the difference between C-Grade and A-Grade products.

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TSSI's reverse supply chain platform increases the speed at which products can be returned to market, while improving your economic recovery and extending product life.

VISIT US AT BOOTH #4474 53

Technology Solutions & Services, Inc. a reverse logistics company


W WD DM M

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The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

Th

better than Grade B, the Grade A

Without a doubt most parts used in the industry

bet

screens often have a defective rate

by repair shops are obtained through high-volume

scre

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

of a

exhibitors

screens include: isolated dead spots on the digitizer,

screens include: iso typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

deadwill pixels and seve above. The reason is quite elementary. Businesses

on the LCD. You may also notice that many of the

on the flock to where they can obtain the cheapest parts. InLCD. You m

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buyingscreens from in the Grad

the device as the original partTSSI did.

Booththe #4474 device such high volume retailers prior to partnering with us. as the or

Technology Solutions & Services, Inc. (TSSI) a returnsto management company However, newisentrants the industry, as well as the specializing in high-volume remanufacturing of in-warranty and out-of-warranty more versed repair shops still continue to purchase The “AA Grade” consumer electronics products. TSSI operates two low-cost Maquiladora factories just through TheirU.S. mindset Screen - ThisinisMexico the totaling across the border over high-volume 400,000 squareretailers. feet and three officesistothat serve clients. Each factory uses the latest testing technologies, a frontrunner lower priced parts equates tomaking higherTSSI profit margins. most commonly for sold IT, mobile, tablet and wireless networking service. In addition to test and repair, Although this equation is generally true, it is farthey from screen on eBay, emphasize focused cosmetic recovery processes that bring less-than-desirable products Amazon or any oth complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer back to a like-new, sellable condition. Their goal is to provide clients with a cost-effective grade of scree approach not take into consideration the(This massive (This grade of screen is further discussed in the next solution that facilitates maximum financialdoes recovery. TSSIus.com section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes duesection to the of this artic

a defective rate of 12% or more. The most noticeable

use of such inferior parts. Let’s explore why. a defective rate of 1

Wholesale Gadget Parts

Booth #4673

defect on Grade AA defect on Grade AA screens is in the quality of the Wholesale Gadget Parts, based in Tulsa, Oklahoma, is a distributor of electronic repair LCD. We have heard countless stories from our clients onGrade AA sc LCD. Grade AA screens a noticeable blue or Worth Ave.have Group parts for cell phones, tablets, game systems, and more. Their customers appreciate the yellow how the of parts obtained fromcompetitive high-volume yellow tint. Many of the screens in this category will experience superior customer service theyuse provide, while maintaining pricing,tint. Many o Insurance Solutions for a digital world

quality parts, a one-year hassle-free same-day shipping as late as because 7:00 notPM fit perfectly flus retailers warranty, severely tarnished their businesses not fit perfectly flush onto thehigh device. central time, a low out-of-stock rate, a generous return policy, a wide variety of parts, and of the bad reputation that their shops received as the fact that they actually answer their phones. WholesaleGadgetParts.com a result from using these parts. This makes sense

Worth Avenue Group

given the fact that many repair shops rely heavily

Booth #4276 on word-of-mouth references for future business.

Worth Ave. Group specializes inAdditionally, insuring laptops, iPhones, iPads,seeking tablets, to andrepair other many customers electronic devices. For over 40 years, Worth Ave. Group and its affiliates have provided Theand “AAA Grade” S their phones read online reviews of repair shops The “AAA Grade” Screen - The highest quality a sense of security for thousands of individuals nationwide. They view and understand replacement screen that and criticize thegrowth. basis of their use replacement screen available isthe thedirect AAAimpact grade of quality. technology reviews in education strive atoshop fosteron that Worth Ave. a family owneddead business,ofapproaches customer a small town style. Each This quality is usual lower quality parts.service Poor in reputations is very hard to This quality is usually flawlessGroup, with no dead spots, policyholder is handled with theovercome. utmost respect allowing for pleasant interaction that pixels or discolorati pixels or discoloration on the LCD. The brightness allows all questions to be answered effectively, efficiently and kindly. Claims are handled of the LCD is comp of the LCD is comparable to an original OEM part. in-house by our adjustors, assuring a hands-on operation to provide immediate processing. These screens fit pe Another instance in which the use of non-“AAA These screens fit perfectly flush on the device. This WorthAvenueGroup.com grade has a low defective rate of about 1-2%.

grade has a low defe Grade” parts obtained through high-volume retailers

54


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W D M W D M

A LESSON FROM MEGATEL

PREFUNDED VS. INSTANT SPIFF MegaTel Wireless, the original Instant Spiff masteragent, turned up the heat on prepaid distributors since launching their instant spiff program early this year, a program and system to pay dealers their earned spiff at time of activation. As with all things popular, imitators quickly followed from their competitors.

How can you dispute it? They count on you not being able to reconcile it. We are upfront with our spiffs and in our business practice.”

“Our program has been so successful, we are thrilled to see others try to imitate it — because that means we are doing something right,” says A.J. Jamal, Director at MegaTel Wireless, “…we have skyrocketed to be the top master for SimpleBy Mobile and the Tracfone suite.” Jamil Hindi, president and

line of MVNOs and airtime to their instant spiff lineup.

Choosing the Right PhoneMegaTel Repair Parts Supplier: Wireless has rocked the wireless prepaid over the past year and continues to grow How to Make the Right distribution Choice andrecently the Harsh adding more to its lineup, expanding the product

Consequences of Failing to do so In addition, MegaTel has continued to grow its field team

Prefunded SIMs have been around for a while, but recently many dealers have been confusing them with “instant This article directed at informing spiff ” due to all theisadvertising impersonating them. To help clarify, let’s lookin, at the differentiators those currently ormain considering between the two: entering the growing phone repair

industr y about the variety of INSTANT avenues PREFUNDED SPIFF in which a repair shop owner may #1- Can Activate Any Plan? Nope ABSOLUTLY! pursue in obtaining repair parts. #2- SIMs Expire?

Yes

NEVER

The article willNumbers? briefly introduce the grading #3- Can Port-In Nope ABSOLUTLY! system which parts areVaries classified I #4- SIMin Price? Due by quality. ONE PRICE to Plans FOR ALL will then dive into the many different routes that

the vast majority pursue obtaining Prefunded SIMs arerepair lockedshops into one rate in plan, carry a higherparts price and on the SIM (tying up cash flow), expire at their explain why not using thecan highestanytime by the distributor, and generally be used grade parts serves an injustice to yourcannot customer and for porting numbers. This is what makes them a lose-lose poses devastating effects to your business. Given for wireless dealers. With the Instant Spiff portal from the fact that the most popular repair performed MegaTel, the SIM can be activated on any rate plan; SIMs do not expire, activations are instant by technicians is a and screen repair and screensalong will with porting ability. Not to mention access to activate 8 different constitute the majority of a repair shop’s inventory in MVNOs and all wireless refills and top-ups. terms of dollars invested, this article will specifically “Your customer’s moneyscreens, in your pocket” says Bryan focus on replacement which consists of Ware, a National Product Manager for MegaTel, “Other masters combination of the LCD and digitizer components. and distributors claim to pay you spiffs and even sometimes residuals, but how do you know you are getting it?

expanding to the west coast and continues to hire local

market managers in several states. Their founder of Q ualit y Repair Par philosophy ts

of feet on the ground has been key in supporting and growing their dealers, giving the true “partner experience” to its dealer partners. With a heavy investment made this The ‘Un-official’ Grading Systemto year in technology and support, MegaTel continues disrupt the achannel surplus service support, There are varietywith of different qualityand screens out with a “dealer first” mentality. in the marketplace that a repair shop can choose to use to perform their Below isdistributor a compilation, Another key driver hasrepairs. been MegaTel’s (ISO) an unofficial however, accurate, list of the various partner program, allowing distributors of all sizes to substantially competeand andthe grow their agent base, leveraging qualities available attributes that they possess: MegaTel’s Instant Spiff and Technology platform. With its complete lineup of handsets, The “B Grade” Screen -SIMS, Quiteactivation arguably and airtime processing, MegaTel has become one of the the lowest quality screen available in the fastest growing distributors for the wireless and prepaid market. Thismost grade often has a distributors defective agent channel, surpassing all of the oldest in theofmarketplace this Defects year. rate roughly 60%. for Grade B screens include: multiple dead spots on the digitizer, stress To become a dealer – Anyone can ship boxes. marks, severe discoloration and dead877.350.5999 pixels on the MegaTel provides solutions www.megatelwireless.com LCD. Withnmost B grade screens, you will notice and support. that the screens do not fit flush on the device as the original part did. You will also notice on B Grade screens that the LCD brightness is incredibly low. It would be similar to going to your phones settings and decreasing the brightness by 75%.

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Contact: 702-895-9300 Email: info@cellrepairtools.com Authorized Baku distributor.72


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by WDM CEO KATHY KATCHER

Choosing the Right Phone Repair Parts Supplier: How to Make the Right Choice and the Harsh Consequences of Failing to do so

By Jamil Hindi, president and founder of Q ualit y Repair Par ts

This article is directed at informing those currently in, or considering entering the growing phone repair industr y about the variety of avenues in which a repair shop owner may pursue in obtaining repair parts.

The ‘Un-official’ Grading System

INTERVIEW WITH There are a variety of different quality screens out

MIKE MOHR

in the marketplace that a repair shop can choose to use to perform their repairs. Below is a compilation, an unofficial however, accurate, list of the various

CEO OF ICE MOBILITY

The article will briefly introduce the grading system in which parts are classified by quality. I will then dive into the many different routes that WDM:

qualities available and the attributes that they possess: The “B Grade” Screen - Quite arguably the lowest quality screen available in the

For independent wireless retailers who may not be familiar, can you give us a brief overview market. This grade often has a defective the vast majority repair shops in obtaining of Icepursue Mobility?

their parts and explain why not using the highestICE:

rate of roughly 60%. Defects for Grade B screens

My pleasure. Ice Mobility is one of only three distributors currently authorized by Verizon

include: multiple dead spots on the digitizer, stress grade parts serves an injustice to your customer and Wireless to sell devices to Verizon’s agents and retailers. So, as a starting point, we are a marks, severe and dead pixels the wireless distributor,Given but we are also much more. At discoloration our core, we are here to help allon of our poses devastating effects to your business. customers and partners succeed. We provide a variety of services beyond selling devices,

LCD. With most B grade screens, you will notice the fact that the most popular repair performed like planning, procurement, marketing, and forward and reverse logistics. Our vision is to

that theflexible screensand do more not fit flushtooncustomize the device as the more accessible, more transparent, more willing solutions by technicians is a screen be repair and screens will to the specific needs of each customer. That’s why we’ve adopted the tag line “Wireless

original part did. You will also notice on B Grade constitute the majority of Distribution, a repair shop’s in Yourinventory Way.” Because it is about calibrating our entire business around operating thatother the LCD brightness is incredibly low. the way eachwill of our customers needscreens us, not the way around. terms of dollars invested, this article specifically focus on replacement screens, which consists of a combination of the LCD and digitizer components.

73

It would be similar to going to your phones settings and decreasing the brightness by 75%.


W D M


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The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate

by repair shops are obtained through high-volume

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

WDM:

Does the market need another distributor?

ICE:

We certainly think so. Agents and retailers benefit directly from the services and focus that typically the “AA Grade” screens that we explored screens include: isolated dead spots on the digitizer, Ice Mobility brings to the market. Table stakes are offering competitive prices. And, Ice gives agents retailers another devices importantly, another source for credit.will above. Theand, reason is quite elementary. Businesses dead pixels and severe blue and and yellow blemish spotssource for All three of those benefits help agents and retailers keep product on their shelves, ensuring flock to where they can obtain the cheapest parts. In on the LCD. You may also notice that many of the consumers are able to purchase the devices they need and want. It is also very clear that many Verizon agents and on retailers can benefit from all theofshorter shipping times fact, virtually our customers were available buying from screens in the Grade A category do not fit flush from a distribution center that is west of the Rockies, as there was none even west of the such high volume retailers prior to partnering with us. the device as the original part did. Mississippi before Ice.

However, new entrants to the industry, as well as the

The “AA Grade”

more versed repair shops still continue to purchase

high-volume retailers. Their mindset is that Distributionthrough Centers

Screen - This is the most commonly

lower priced parts equates to higher profit margins.

sold screen on eBay,

Although this equation is generally true, it is far from

Amazon or any other high-volume online retailer

complete. The “lower part cost = higher margins”

(This grade of screen is further discussed in the next

approach does not take into consideration the massive

section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes due to the

a defective rate of 12% or more. The most noticeable

use of such inferior parts. Let’s explore why.

defect on Grade AA screens is in the quality of the LCD. Grade AA screens have a noticeable blue or

We have heard countless stories from our clients on

yellow tint. Many of the screens in this category will

how the use of parts obtained from high-volume

not fit perfectly flush onto the device.

retailers severely tarnished their businesses because of the bad reputation that their shops received as a result from using these parts. This makes sense given the fact that many repair shops rely heavily on word-of-mouth references for future business. Additionally, many customers seeking to repair

The “AAA Grade” Screen - The highest quality

their phones read online reviews of repair shops and

replacement screen available is the AAA grade quality.

reviews that criticize a shop on the basis of their use

This quality is usually flawless with no dead spots, dead

of lower quality parts. Poor reputations is very hard to

pixels or discoloration on the LCD. The brightness

overcome.

of the LCD is comparable to an original OEM part. These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAA

grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers Ice Mobility operates two Distribution Centers, including the first on the West Coast dedicated to Verizon products.

75


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WDM:

How will Ice be different from other wireless distributors?

has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

extremely low single-digit margins and will bottom lineICE: and longevity candifference be seen in One big is the fact that weon have a distribution center on the West Coast. But,

that’s just the beginning. Because our total focus is on providing helping agents and retailers do whatever it takes to refuse a return. In fact, succeed, we will be doing many things differently. For example, we are also the only source most centers, of our clients embrace theand factanother that our customer requires a ‘re-repair’ a previous for Verizontohandsets with two distribution one in Los Angeles just outside of Chicago. These two shipping points allows us to reach many more retail locations company offers hassle-free returns on defective repair of the phone again once it is noticed with low-cost ground shipping. It also enables us to have later cut-off times for same-day products. an allow industry-low that the parts previously usedofare defective shipping orders to more parts of the country.(We Bothproudly of thoseboast benefits agents and retailers to lower costs and get product when they need it. That’s just one example, defective rate of 1%.) and inferior. As mentioned, the customer will but over the coming months you will see more.

a common situation where a complaining

usually notice that the new screen’s LCD is

not as bright as the original screen, the screen

As our customers know, a reality of the phone

doesn’t fit flush, WDM:and/Why the focus on Verizon Wireless? or the digitizer has

repair business is that by spending a couple

ICE:

dollars more on high quality

Two reasons. First, the leadership of Ice, including myself, has a long and productive history “AAA Grade” parts, your with Verizon Wireless, going back 30 years. That history enables us and Verizon to build on the years of trust and respect that we have each earned with the other. Second, Verizon bottom line will has a very robust indirect agent/retail channel, one that we are extremely familiar with. The technician will have to So, it made sense that this is where we could best lend our expertise and provide real value. actually increase And, of course, Verizon is a terrific company, and one we always have been proud to be replace the part in hopes because you associated with.

dead spots.

that the next screen he

will avoid the

installs does not have the

issues described

same issues. Alternatively,

above. Keep in

the technician may be successful in fighting off the need to ‘re-repair’ the device, thus, leaving the customer frustrated, unhappy and ultimately resulting in a bad experience that customers tells everyone they know. A poor reputation for terrible service and inferior parts that your shop provided will keep you from future business. If the technician decides to re-repair the phone and change the screen for the second time, they also lose; the shop loses time and also potentially loses the cost of the first part installed. Returning parts to sellers from these highvolume outlets is almost impossible. Keep in

mind that many suppliers, either intentionally or through lack of knowledge, claim

that their screens Retailer Benefits are of a certain grade, but when tested against the grading system we Another Source for Devices at Competitive Prices compiled above, they often fall below their claimed grade. It is crucial that a repair shop Access to Additional Credit that desires longevity only use parts that they will be proud stand behind. LatertoCut-Off Times for Same-Day Shipping For more information about Quality Repair Low-Cost Next-Day Ground Parts or the contents of this article please visit Shipping to More of the Country www.QualityRepairParts.com.

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WDM:

Who is your customer: VZW, OEMs or Retailers?

The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

a doubt parts usedpartners. in the industry better than Grade the Grade ICE: The short B, answer is all ofAthem. Or, Without more to the point, most they are all our We are all a part of an ecosystem that relies on each other. Our goal is to be the best possible partner for by repair shops are obtained through high-volume screens often have a defective rate each of these crucial parties, and help all succeed. But, and this is important, we believe that retailers as eBay andsuccessful Amazon.at These are of about 25%. Defects on Grade A key. If agents agents and retailers are the andsuch retailers are not the point-of-sale, then OEMs don’t get their phones sold and carriers don’t attract new subscribers or retain typically the “AA Grade” screens that we explored screens include: isolated dead spots on the digitizer, existing subscribers. On the other hand, if we can help agents and retailers thrive, then the reason our is quite elementary. dead pixels and severe blue and blemish spots rest of yellow the channel thrives, too. Thatabove. is whyThe we believe own success at IceBusinesses Mobility will depends on helping agents and retailers succeed, and why so much of our focus will be flock to where they can obtain the cheapest parts. In on the LCD. You may also notice that many of the dedicated to that. screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

the device as the original part did.

such high volume retailers prior to partnering with us. However, new entrants to the industry, as well as the

The “AA Grade”

more versed repair shops still continue to purchase

high-volume retailers. mindset is that Screen -costs This is the “…as consumer comethrough down, the need to Their be more lower priced parts equates to higher profit margins. most commonly efficient andsoldinscreen control of your business goes up. Although this equation is generally true, it is far from on eBay, is where weretailer think Icecomplete. will help our The “lower partcustomers cost = higher margins” Amazon or anyThat other high-volume online approach does not take into consideration the massive (This grade ofand screenprovide is further discussed next a lot inoftheunique value.” section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes due to the

a defective rate of 12% or more. The most noticeable

use of such inferior parts. Let’s explore why.

defect on Grade AA screens is in the quality of the LCD. Grade AA screens have a noticeable blue or

We have heard countless stories from our clients on

yellow tint. Many of the screens in been this category willso far? how the use of parts obtained from high-volume WDM: What has the reaction not fit perfectly flush onto the device. ICE:

retailers severely tarnished their businesses because

Tremendous. More than 100 agents have already begun the process of becoming customers bad reputation that their shops received of Ice, representing many times thatofinthe store locations, which is just fantastic. But moreas rewarding are the personal notes ofaappreciation wethese have parts. received. get the feeling result from that using ThisWemakes sense that many agents and retailers are excited and that kind of validation is really motivating.

given the fact that many repair shops rely heavily

on word-of-mouth references for future business. WDM:

What is your biggest challenge?

The “AAA Grade” Screen - The highest quality

Additionally, many customers seeking to repair their phones read online reviews of repair shops and

ICE: Great question. Any time you start a company, there always are challenges around ramping reviews that criticize a shop on the basis of their use replacement screen available is the AAA grade quality. up, hiring, etc. In our case, because of our ability to leverage past relationships, we are

lowerour quality parts. Poor reputations is very fast hard to This quality is usually flawless with noquickly dead spots, deadfronts.ofI think moving very on those biggest challenge now is just moving enough to meet the expectations we have set for ourselves and that agents and retailers overcome. pixels or discoloration on the LCD. The brightness

want to see. It takes time to work out agreements with OEMs, get phones in, etc. You always

of the LCD is comparablewant to anthat original to be OEM faster, part. but it takes time to do it right.

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These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAA

grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers


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WDM:

At a more personal level, Ice has two founders, how did that come about?

has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

extremelyIcelow single-digit margins bottom lineICE: and longevity can right. be seen in Gibson and I on Yes, that’s Denise co-founded Mobility. I was one of the and first will members

of the Wireless Division Board of the Consumer Electronics Association (CEA), the group that do whatever it takes to refuse a return. In fact, puts on the CES, but also does so much more to promote the entire consumer electronics most ofDivision our clients thatyears our and customer requires a ‘re-repair’ to a previous industry. Denise and I were on the Wireless Boardembrace togetherthe forfact several each served as its Chair at different points. Through that process of helping the entire company offers hassle-free returns on defective repair of the phone again once it is noticed wireless industry grow, we developed a productive working relationship, and more products. (We anofindustry-low that the parts previously used area real defective importantly friendship and mutual respect. Lastproudly year, as boast the two us began to talk more and more about the industry, we began to see an opportunity that we both wanted defective rate of 1%.) and inferior. As mentioned, the customer will to pursue. The great thing is that we really complement each other in important ways and are usually notice that the screen’s LCD is wanting to focus on agents and retailers, and setting up a company onnew the same page about that they truly love to do business with. Her experience as a senior executive at Motorola not as bright as the original screen, the screen As our customers know, a reality of the phone and then as the co-founder and CEO of Brightstar US is invaluable to Ice and the industry.

a common situation where a complaining

doesn’t fit flush, and/ or the digitizer has dead spots.WDM:

repair business is that by spending a couple dollars more on high quality

“AAA Grade” parts, your retail Let’s end on a prognostication: When you look into the future, how do you see wireless changing over the next 2-3 years?

bottom line will The technician will have to ICE: First let me tell you how it won’t change: wireless agents and retailersactually will continue to be increase a critical source for wireless phones and related devices. Mobile phones have become critical replace the part in hopes because youthem. portals into every consumer’s world. People literally can’t leave their house without that the next screen he And, the thing is, they are getting more complicated and critical all of the time. Thatthe will avoid complication needs to be simplified and explained. That is where the sales associate at the installs does not have the issues local agent or retailer has an absolutely indispensable role. Now, with that said,described this is the same issues. Alternatively, wireless industry, where everything constantly changes. But, I also think those changes mean above. Keep in a lot of opportunity. Many more products and many new types of products will be available the technician may be mindcan thatfurther many to sell. Helping customers figure out which of these new connected products successful in fightingimprove off their life, how to sell them, and how to demonstrate them, these will be the new suppliers, either Customers have become pretty savvy about their mobile devices, but they will the need to ‘re-repair’challenges. the need to be shown the benefits of many of these new devices. The sales process is the intentionally or same, device, thus, leaving the but sales people are going to need to apply those skills to entirely new and unfamiliar through lack of customer frustrated, products. unhappy And, as consumer costs come down, the need to be more efficient and in control of your business goes up. That is where we think Ice will help our customers andclaim provide knowledge, and ultimately resulting a lotin ofaunique value. Those who can successfully navigate these paths will continue to thrive. that their screens But, if you think about it, due bad experience that customers to the rapid change in this are of a certain grade, but tells everyone they know. A poor reputation for business, none of this is new, and all of this that couldyour haveshop been terrible service and inferior parts said at any point in the last provided will keep you business. If 20 from years.future For that reason, and wireless is only the technician decidesbecause to re-repair theretail phone getting more indispensable, and change the screenI’m forhugely the second bullishtime, on itsthey future.

also lose; the shop loses time and also potentially n loses the cost of the first part installed.

when tested against the grading system we

compiled above, they often fall below their

“At our core, we are that desires longevity only use parts that they here to help all of will be proud to stand behind. our customers and For more information about Quality Repair partners succeed.” claimed grade. It is crucial that a repair shop

Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

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Premium Tools for Professional Techs By WDM Staff

While exploring the prof itability of repair at the Wireless Repair Expo, you probably heard multiple times that good replacement parts are an extremely important part of running a wireless repair business. There’s no questioning the importance of high quality replacement parts, but you won’t get

far in wireless repair without the proper tools for the job. These two pieces of the puzzle are key to finding success in the wireless repair industry. Every repair technician needs premium tools they can depend on; tools that won’t break after a couple uses or strip screws during a repair job. We picked out seven of the most important tools for wireless repair to show you everything you’ll need to get a running start in repair. These tools are built to last and will save you time and money, ultimately making your job as a repair technician even easier.

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Red Tape™

Red Tape™ adhesive is hands-down the number one choice of adhesive for technicians worldwide. Over the past year, Red Tape™ has taken off to become the topselling adhesive brand in the wireless repair industry. While there are several lesser quality double-sided adhesives making their way onto the market, not all red tape is created equally. Get your Red Tape™ from eTech Parts to experience the difference of up to 78° F higher temperature resistance and increased protection against humidity when compared to lower quality adhesives. The daily testimonials from members of the Repair Community say it all…

“Red Tape™ saved me from quitting iPad repairs!” – August L. “I love Red Tape™. We use it on everything from computers to iPods, iPads, Samsung and other tablets. We purchase rolls and rolls of this stuff and always have it in stock. We highly recommend Red Tape™ to other technicians.” – Jessica Y. “Red Tape™ pretty much holds my entire life together. I use it on everything. I haven’t tested it but I am pretty sure you could use it to build a house.” – Nicholas F.

While we’re not sure if it could hold an entire house together, you get the point: Red Tape™ from eTech Parts is the only way to go. These are real testimonials from real members of the Repair Community who truly can’t get enough Red Tape™!

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iSesamo

The iSesamo is truly unlike any other spudger or opening tool on the market. This tough and flexible tool nimbly pops open most modern small electronics casings with ease. The iSesamo features a springy steel blade with a smart tip design, and its plastic handle creates a no-slip grip for ultimate handling and utilization. When asked what one iPhone repair tool they couldn’t live without, 70% of Repair Community respondents chose the trusty iSesamo. The iSesamo is one of the most useful tools on the market for iPhone repairs and a must-have for wireless repair technicians worldwide. Its high flexibility, no-slip grip and extreme strength make it a top choice for repair technicians everywhere.

All-in-One Wiha Multibit Driver

The All-in-One Wiha Multibit Driver was specially created with mobile repair technicians in mind. This specialty

• Wiha 16 Piece, ESD Slotted, Phillips and Torx Micro Bit Set

premium screwdriver includes every bit required to repair

• Slotted: 1.5, 2.0, 2.5, 3.0mm

the latest iPhones, iPads, iPods and MacBooks and features

• Phillips: #000, #00, #0, #1

the precision Wiha quality preferred by repair technicians

• Torx: T5, T6, T7, T8, T9, T10, T15, T20

worldwide. This ESD-safe tool can be found exclusively at

• Pentalobe: P1, P4

eTech Parts; they hand picked all the driver bits included with

• Includes Pocket Clip

the all-in-one Multibit Driver so technicians will have every screwdriver bit necessary for repairing iDevices. This is the perfect tool for mobile, on-the-go technicians who refuse to compromise quality for portability.

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This all-in-one tool includes:


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gTool™ iCorner & Screen Jack

com.

When the Repair Community finally got their hands on the gTool™ iCorner reshaping tool, we all knew it was going to change things. Reshaping the aluminum corners of iPad and iPhone back casings had always been a time-consuming challenge for technicians in the industry. Thanks to gTool™ we now have a simple and professional repair solution. Using the gTool™ iCorner, you can completely reshape and repair bent corners or sidewalls of iPad/iPhone back casings in under a minute. The revolutionary gTool™ iCorner offers the perfect solution to a problem all repair technicians struggle with. These innovative tools were custom engineered and designed in South Africa, by repair technicians who were encountering the same issues other technicians were dealing with worldwide. By creating simple solutions to every day repair problems, gTool™ has quickly become the world’s most innovative manufacturer of wireless repair tools. Constant innovation from gTool™ manufacturers ensures future wireless repair solutions, no matter what the future of repair may hold. With gTool on our side, creating innovative solutions for repair technicians worldwide, we can sleep easy knowing any problem we encounter will soon be resolved. eTech Parts is the nation’s Master Distributor of gTool repair solutions. You can dive in with the gTool™ B-Series All-inone Kit or purchase any of the gTool™ iCorners separately. The easy-to-use gTool™ Screen Jack can remove an LCD assembly in under 2 minutes and is available from eTechParts.

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iFixit Magnetic Project Mat

OEM Screen Assembly Removal Fixture

While iFixit is best known for their impeccable The OEM Screen Assembly Removal Fixture is a repair guides and right-to-repair rhetoric, their line simple solution for removing the screen assembly

of specialty tools is truly one-of-a-kind. They know on an iPhone 5/5s. This device is the perfect

repairs can be hard, but they strive to make them addition to any tech bench or workshop, especially easier with useful and high quality repair tools. The for those repair shops that do a lot of iPhone 5/5s iFixit Magnetic Project Mat is the perfect solution

repairs. Using the OEM Screen Assembly Removal

This handy mat reduces reassembly time by up to

without doing any damage to the phone or back

for organizing and keeping tiny screws in one place. Fixture, you can easily remove the LCD assembly 40% while preventing errors and its magnetic surface casing. Just unscrew the two Pentalobe screws at the

is safe for hard drives and other modern electronics. bottom, put the device in the LCD Remover, fasten it in, and suction the screen right off. All it takes is

2 minutes and a few simple motions – no prying or pulling necessary.

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Wiha PicoFinish Precision Phillips #000

When it comes to Wiha Phillips screwdrivers, there

are several options available, but the Wiha PicoFinish #000 is a top choice for technicians worldwide. It

was created for easy driving with a tapered handle

and rotating cap for precise turning and control. Its high performance blade is precision-ground for an exact fit and non-slip surface and technicians

everywhere love it. Wiha screwdrivers don’t break, Parts, the nation’s leading supplier of parts and strip or wear down after years of use. When it comes tools for wireless repair shops. eTech Parts has been to repairing expensive electronic devices, trust Wiha

leading the parts and tools side of business for over

a screw.

unmatched by any other. Never risk your reputation

to deliver unbeatable performance with each turn of 6 years, with a focus on high quality service that’s

by relying on low quality phone parts and repair

With these seven tools tucked away in your tool belt, tools. Trust eTech Parts to deliver the best premium you’ll be an unstoppable force of technical capacity! parts at the best prices possible and you’ll never lose You can find these tools and much more from eTech

a customer to defective parts or delayed shipments!

eTech Parts, LLC 19937 W 162nd St • Olathe, KS 66062 Phone: (913) 839-1718 Fax: (913) 324-1544 www.etechparts.com

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73-0608.

above. Keep in mind that many

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suppliers, either

by YUVAL ATIYA AND MOSHE AGIVE

intentionally or through lack of knowledge, claim that their screens are of a certain grade, but

LESSONS LEARNED

ested against the grading system we

ed above, they often fall below their

in Entrepreneurship

Choosing the Right Phone Repair Parts Supplier:

d grade. It is crucial that a repair shop

sires longevity only use parts that they

How to Make the Right Choice and the Harsh

proud to stand behind.

The house that Maya Network built, wholesale distributor of Consequences of Failing to do so replacement parts for smartphones and tablet

ore information about Quality Repair

r the contents of this article please visit

QualityRepairParts.com.

By Jamil Hindi, president and founder of Q ualit y Repair Par ts

When the Maya Network founders learned we had an opportunity to share our story with Wireless Dealer Magazine, we immediately reflected upon how we got started in the repair This article is directed at informing Thebenefit ‘Un-official’ System business and how the WDM readers might from some of Grading the key learnings we those currently in,experienced or considering There are a variety of different quality screens outthat in building our business. We view business owners as a tight knit community collectively stands for the success of every local economy and part of shop something greaterto entering the growing phone repair in the marketplace thatarea repair can choose than even their own business. For us, owning a business is a privilege. It allows creativity and industr y about the variety of avenues use to perform their repairs. Below is a compilation, entrepreneurial spirit to be expressed, fulfillment in creating jobs and opportunities for our in which a repair shop an unofficial however, accurate, list of the various great valued owner employeesmay and offers great satisfaction in seeing them grow and develop. Delivering service and experience see ourselves as fortunate to foster relationships with pursue in obtaining repair parts. to customers, we qualities available and the attributes that they possess: the people we do business with, all the while, making a respectable living, and carving out time The article will briefly introduce to spend the withgrading family and friends. It has not always been an easy road as we built Maya Network, not every is perfect, however we have made great the early days.arguably We are the The “B strides Grade”since Screen - Quite system in which parts areand classified by day quality. I first to admit the many mistakes we’ve made and honest with the lessons we have learned the lowest quality screen available in over the will then dive into the many different routes that the years building Maya Network. We know we will probably make more in the future. market. This grade often has a defective the vast majority repair shops pursue obtaining However, we in wouldn’t change a thing as the journey has been worth every step. rate of roughly 60%. Defects for Grade B screens their parts and explain why not using the highestinclude: multiple dead spots on the with digitizer, stress Our to advice to all business owners is to accept mistakes love, grade parts serves an injustice your customer and

and look at them as poses devastating effects to your business. Given

severe discoloration and deadof pixels part ofmarks, your “tuition” for the school lifeon the LCD. With most B grade screens, you will notice as a repair business owner. the fact that the most popular performed

that the screens do not fit flush on the device as the by technicians is a screen repair and screens will At Maya Networks, we choose to focus on the concept that most small business owners thrive original part did. You will also notice on B Grade constitute the majority of a repair shop’s inventory in for: to grow to the point where mature parts of the business can run by itself, free yourself of screens that theways LCD incredibly low. terms of dollars invested, time this to article willthe specifically develop company further in even smarter andbrightness at the sameistime, spend time doingwhich the things you love, friends. When your life is to in balance, we know would be similar to going your phones settings focus on replacement screens, consists of a with familyItand business owners are much more able to be creative with their businesses. We would like to and decreasing the brightness by 75%. combination of the LCD and digitizer components. share with you, a few of our lessons learned in hopes to make a difference and help you get better in what you do.

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LESSONbetter 1: than First thing comes first. Without a doubt most parts used in the industry Grade B, the Grade A The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

by repair shops obtained high-volume screens often have a defective rate many times You’ve probably heard this before but it isare a reality. You through need to want your business to do great really badly and believe you deserve it even more. Work mustn’t be hard, life should retailers such as eBay and Amazon. These are of about 25%. Defects on Grade A be good, fun, and fulfilling, and if you don’t believe you deserve it, or don’t want it really badly typically the “AA Grade” screens that we explored screens include: isolated dead spots on the digitizer, for yourself it won’t happen. Think about your business as if it were a physical thing. Can one above. is quite elementary. Businesses will dead pixels and severe blue andayellow blemish spots“I am going build chair without saying to The buildreason a chair”? You must have a blueprint, tools, etc to get started. your can business. You need to fit your needs flockintobuilding where they obtain the cheapest parts. In on the LCD. You may alsomaterials, notice that many of the It’s the same wants and desires. What problem are you trying to solve in the marketplace? If you don’t know fact, virtually all of our customers were buying from screens in the Grade A category do not fit flush on what you want or how to make it happen, the future of your business will not happen. You suchsteps high volume to retailers to If partnering the device as the original must part did. have an action plan to outline the necessary make it prior happen. you do notwith buildus. However, to the as of well as the a plan, how will you know what to build? If younew lookentrants around you thereindustry, are plenty small businessThe owners are achieving this goal, there repair is nothing special unique about them more versed shops still or continue to purchase “AAthat Grade” they just believe they deserve it, build a plan to get there, and make it happen. through high-volume retailers. Their mindset is that Screen - This is the

LESSON 2: It takes Although this equation is generally true, it is far from sold screen ontime. eBay, most commonly

lower priced parts equates to higher profit margins.

complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer It takes longer than you think. It will not happen overnight, in some cases it can take years approach does not take into the massive (This grade of screen is further discussed in the next plan. It to achieve your ideal business involves energy focused on allconsideration facets of your business: hits thatleadership, a repair shop’s bottom line grow takesindue toyou the section of this article). The Grade AAfinance, screensbusiness have development, hiring, sales, and more. You will ways didn’t even know you could; as a person, as a professional, as a business leader. You will need use of such inferior parts. Let’s explore why. a defective rate of 12% or more. The most noticeable to embrace the learning as you develop yourself personally and professionally. It’s a journey you defect on Grade AA screens is in the quality of the are about to embark on – this is the fun part, we must say. We have heard countless stories from our clients on LCD. Grade AA screens have a noticeable blue or yellow tint. Many of the screens in this category will

how the use of parts obtained from high-volume

not fit perfectly flush onto the device.

retailers severely tarnished their businesses because of the bad reputation that their shops received as a result from using these parts. This makes sense given the fact that many repair shops rely heavily on word-of-mouth references for future business. Additionally, many customers seeking to repair

The “AAA Grade” Screen - The highest quality

their phones read online reviews of repair shops and

replacement screen available is the AAA grade quality.

reviews that criticize a shop on the basis of their use

This quality is usually flawless with no dead spots, dead

of lower quality parts. Poor reputations is very hard to

pixels or discoloration on the LCD. The brightness

overcome.

of the LCD is comparable to an original OEM part.

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These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAA

grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers


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LESSON 3: Build a great on team. extremely low single-digit margins and will bottom line and longevity can be seen in has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

do of whatever it takes to to empower refuse a return. In you fact,up a common situation where a complaining You will, of course, need to build a team great employees and to free our clients embrace the fact ourthe big customer requires a ‘re-repair’ a previous so you canto lead. Leadership is a macromost and aofmicro sport. You must keep your that eye on pictureonce while your team in thecompany day to day. Manyhassle-free of us got into business ourselves offers returns on by defective repair of the phone again it leading is noticed and as things progressed we need to hire more and more employees and then we face with the products. (We proudly boast an industry-low that the parts previously used are defective challenge of hiring, managing, and supervising them. In order to scale your business, this is defective of 1%.) and inferior. As mentioned, theItcustomer willthat you excel imperative. is important in yourrate ability to lead, inspire and grow your employees. But first, let’s usually notice that the new screen’s LCD is touch on hiring. We have found our best employees are one’s who fits to the culture of our company, share the same values, and working styles compliment our not as bright as the original screen, the screen As our customers know, a reality of the phone company culture. Good employees are like someone you can hang out with (we don’t say doesn’t fit flush, and/you need to be their friend) but you need repair business thatyou by think spending a couple to hire peopleisthat can be a good fit for or the digitizer has you, and you will have an easy time communicating with them. Theon main point, in order to dollars more high quality find good people and hire quality employees, you must first know who YOU are. You must dead spots. “AAA Grade” parts, your ask yourself what is important to you in your personal life, what matters to you, what do you bottom line will about value in yourself and what do you value in others? Once you can answer these questions The technician will have to yourself, you will gain a clearer understanding of what kind of employees can help carry your actually increase company mission. Once you are clear about what you want from yourself, it is clearer what replace the part in hopes because you kind of people you need around you and then, in the hiring process, it will be obvious when that the next screen he will recruitment avoid the for the right candidate is in front of you. This also becomes a great way to solicit installs does not havewhat the kind of employees you are looking to hire as well. issues described same issues. Alternatively, above. Keep in the technician may be mind that many successful in fighting off suppliers, either the need to ‘re-repair’Leadership the sometimes sounds like a virtue reserved only for CEOs of large companies, intentionally or politicians and high caliber leaders of industry. We invite you to look at it for a moment from device, thus, leaving the another angle. Whether you have 2, 5, 10, or 100 employees, you are through the leaderlack and of everyone customer frustrated, unhappy who works for you looks at you this way whether you like it or not. They will expect you to knowledge, claim and ultimately resulting in aleadership to them. Do not take this lightly. Employees count on you to provide them provide that their screens bad experience that customers with job security, growth opportunities and stability in supporting their families. Granted, of a certain grade, that’s A a big responsibility yourself to overlook. Sobut what tells everyone they know. poor reputation and for not something you can alloware does it mean to be a leader for your employees? Foragainst us, it’s our and honest when tested thetrue grading systemcommitment we terrible service and inferior parts that your shop to create opportunities for them to grow and develop within our company, take on more compiled above, they often fall feel below provided will keep you from futurebebusiness. If valuable responsibility, proactive and employees. We make sure they like their they are being claimed grade. It is crucial that a repair shop heard and that their creativity and talent is being valued and making a difference. Once you get the technician decides to re-repair the phone to this place with your employees, lessthat supervision needed and employees develop desires is longevity only use partsgenerally that they and change the screen for the second time, they a sense of ownership seeing your business as a place that can move them forward personally proud to stand behind. also lose; the shop loses and also potentially andtime professionally. Being employed bywill yourbecompany becomes their personal goal to invest loses the cost of the first part installed. themselves in the company. Needless to say, when you cross this threshold of responsible employees, everyone wins. Most importantly, your customers win. There is a sea of business For more information about Quality Repair books, training programs, and business coaches that can assist you in further detail on being Parts or the contents of this article please visit Returning parts to sellers from these higha leader. We wanted to plant the seed that you see yourself as a leader as the first step. We www.QualityRepairParts.com. volume outlets is almost impossible. inyourself on the encourage you to Keep educate subject any way you can, remember it’s a journey nothing happens overnight.

LESSON 4: Be a leader.

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The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate

by repair shops are obtained through high-volume

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

the device as the original part did.

such high volume retailers prior to partnering with us. However, new entrants to the industry, as well as the

The “AA Grade”

more versed repair shops still continue to purchase

Screen - This is the

through high-volume retailers. Their mindset is that

most commonly

lower priced parts equates to higher profit margins.

sold screen on eBay,

Although this equation is generally true, it is far from

Amazon or any other high-volume online retailer

complete. The “lower part cost = higher margins”

(This grade of screen is further discussed in the next

approach does not take into consideration the massive

section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes due to the

a defective rate of 12% or more. The most noticeable

use of such inferior parts. Let’s explore why.

defect on Grade AA screens is in the quality of the LCD. Grade AA screens have a noticeable blue or

We have heard countless stories from our clients on

yellow tint. Many of the screens in this category will

how the use of parts obtained from high-volume

not fit perfectly flush onto the device.

retailers severely tarnished their businesses because

of the bad reputation that one their shopswho received as LESSON 5: Your customers are the a result from using these parts. This makes sense pay your salaries.

given the fact that many repair shops rely heavily We can’t talk about building successful business without talking about your customers, on word-of-mouth references for future business. remember this, your customers are the ones who pay your salaries. Customers are a big reason many customers seeking to repair for you being in business in the first Additionally, place. Take care of them “like there is no tomorrow.”

opportunities away” by your level of commitment service, even their phones read online reviews ofand repair shops andin The “AAA Grade” Screen Look - Thefor highest quality to “blow them the event of a potential lost or breakeven on a transaction, still be your great self. Make them reviews that criticize a shop on the basis of their use replacement screen available is the AAA grade quality. feel special, and surprise them with your generosity, look at this as the best advertising and of lower quality parts.with Poor reputations is very hard This quality is usually flawless withinvestment no dead spots, dead branding you will ever make. Do not be stingy making your customers happyto overcome. pixels or discoloration on the LCD. The brightness in case something went wrong and they aren’t happy with the service or product you sold them. Overkill should be standard operation. When making things right again, do it to a level that of the LCD is comparable to an original OEM part. will make them want to tell their friends and family about it. Some business owners will invest Another instance in which the use of non-“AAA These screens fit perfectly flush on the device. This large amounts of their budget, time, and resources on advertising to bring customers in their Grade”which partsdoesn’t obtained through high-volume grade has a low defective rate about door,ofbut lack1-2%. a great customer experience create repeat customers and retailers referrals. Therefore, this creates a need to spend more money on advertising to bring new customers in the door. Doesn’t it make more sense investing in the customers you already have?

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Inbottom conclusion line and longevity can be seen in

has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating on extremely low single-digit margins and will

do whatever it takes to refuse a return. In fact, a common situation where a complaining We hope we achieved our goal in sharing a few of our most valuable lessons we have learned mostWe of wholeheartedly our clients embrace the fact that our these customer requires a ‘re-repair’ to ainprevious over the years building Maya Network. know that implementing key learnings had a direct impact in buildingoffers Maya hassle-free Network. We invite and encourage you company returns on defective repair of the phone again once it has is noticed to be yourself, love your customers and employees, go above and beyond when providing service products. (We proudly boast an industry-low that the parts previously used are defective to your customer, invest in the growth and development of your employees, and continuously defective ofall 1%.) and inferior. As mentioned, the customer willto always learn educate yourself and thrive morerate about facets of being a entrepreneur. usually notice that the new screen’s LCD is interest you, carve out the time to read them, hire a business coach Find business books that and/or find a mentor to support you along thecustomers way. But most importantly, stay true to yourself not as bright as the original screen, the screen As our know, a reality of the phone and your values, be free and live an awesome life. n doesn’t fit flush, and/ repair business is that by spending a couple or the digitizer has

dollars more on high quality Yuval Atiya and Moshe Agive are owners, founders of Maya Network LLC, a wholesale dead spots. “AAA Grade” parts,and your distribution operation dedicated exclusively to B2B sales and services of replacement parts for bottom line will smartphones and tablets. The technician will have to actually increase

replace the part in hopes We can be reached for any question or comments at yuval@mayacellularparts.com or because you that the next screen moshe@mayacellularparts.com. he will avoid the installs does not have the For more information about Maya network and our services please visit our webissues site atdescribed same issues. Alternatively, www.mayacellularparts.com or call us at 310-673-0608. above. Keep in the technician may be mind that many successful in fighting off suppliers, either the need to ‘re-repair’ the intentionally or device, thus, leaving the through lack of customer frustrated, unhappy knowledge, claim and ultimately resulting in a that their screens bad experience that customers are of a certain grade, but tells everyone they know. A poor reputation for terrible service and inferior parts that your shop provided will keep you from future business. If the technician decides to re-repair the phone

when tested against the grading system we

compiled above, they often fall below their claimed grade. It is crucial that a repair shop

and change the screen for the second time, they

that desires longevity only use parts that they

also lose; the shop loses time and also potentially

will be proud to stand behind.

loses the cost of the first part installed. For more information about Quality Repair Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

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• No Special Cords or Connectors The CELLMATE family of holders (CELLMATE, TabletVAULT, and PhabletVAULT) allow you to use your own OEM power cord. No special cables, connectors or alarm modules to buy.

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by TONY BAKER

Choosing the Right Phone Repair Parts Supplier: How to Make the Right Choice and the Harsh

PHONE DOCTORS

Consequences of Failing to do so

LAUNCHING FRANCHISE

Jamil Hindi, president and founder Q ualit y Repair AFTER 10ByYEARS OF SOLUTIONS ANDofSUCCESS

This article is directed at informing those currently in, or considering entering the growing phone repair n March of 2014, Phone Doctors celebrated industr the variety avenues their y 10about year anniversary at the newof company in which a repair shopTulsa, owner may headquarters in downtown Oklahoma. Phone Doctors is in the business of brightening pursue in obtaining repair parts.

I

customers’ days by bringing new life to mobile devices, such cell phones and tablets, and isthe a recognized The as article will briefly introduce grading leader in the mobile device repair industry. system in which parts are classified by quality. I will then dive into the and many Phone repair businesses thedifferent number ofroutes phonethat repair the vast majority repair States shops has pursue in exponentially obtaining technicians in the United grown over As devices more high-tech theirrecent parts years. and explain whyhave notbecome using the highestand more expensive, the need for repairs has skyrocketed. grade parts serves an injustice to your customer and Phone Doctors recognized this trend early on and quickly poses working devastating effects toa your business. began to streamline business that wasGiven only in its theinfancy. fact that the most popular repair performed by technicians is a screen repair and screens will Phone Doctors operates six corporate locations in constitute and the the majority of a repair shop’s Oklahoma Northwest Arkansas area.inventory Phone in terms ofalso dollars invested, this article Doctors has one of the most popularwill DIYspecifically repair websites and they have created their very own point focus on replacement screens, which consists of of a combination of the LCD and digitizer components.

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Par ts

The ‘Un-official’ Grading System

There are a variety of different quality screens out in the marketplace that a repair shop can choose to sale system, Visivity. In addition, they are growing a use to of perform their repairs. Below is a compilation, variety OEM Brands including ScrewMat magnetic guides and tools, Fuel Charging and an unofficial however, accurate,Accessories, list of the various Xander Protective Cases, among many other things qualities available and the attributes that they possess: on the horizon. Phone Doctors growing despite the arguably Thehas “Bbeen Grade” Screen - Quite exceptionally competitive and fast paced industry. the lowest quality screen available in the With a ten year investor-free track record of success, market. Thisthe grade a defective they’re now ready to take rightoften peoplehas with them to the On September 9th, at CTIA 2014 in Vegas, ratetop. of roughly 60%. Defects for Grade B Las screens Nevada, Phone Doctors will be unveiling their Phone include: multiple dead spots on the digitizer, stress Doctors Franchise Systems to the world. marks, severe discoloration and dead pixels on the LCD.with With most B grade screens, you willsuppliers, notice Now the strategic alignment of software, support and training center solutions in place, Phone that the screens do not fit flush on the device as the Doctors is expecting a large expansion with their franchise original part did. You will also notice on B Grade offering. The franchise will primarily be focusing on two screens athat the LCDbrick brightness is incredibly models, “traditional” and mortar retail store low. as well as a “box in a box” store model. It would be similar to going to your phones settings and decreasing the brightness by 75%.


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The “A Grade” Screen - Slightly better than Grade B, the Grade A screens often have a defective rate of about 25%. Defects on Grade A screens include: isolated dead spots on the digitizer, dead pixels and severe blue and yellow blemish spots on the LCD. You may also notice that many of the screens in the Grade A category do not fit flush on the device as the original part did. In the last year, hundreds of people have gotten involved “AA Grade” in the mobile device repair industry.The However, no brand on a national level has secured the consumer’s mindisasthe the Screen - This go-to company for mobile device repair replacement. mostand commonly For the past couple of years, Phone Doctors has been sold screen on eBay, working to ready their systems and prepare for a franchise Amazon or any otherat high-volume retailer launch. They are now the right time online and right place to fullygrade support to the level of excellence (This of franchisees screen is further discussed in the that next Alex Iser, Founder and CEO of Phone Doctors, and his section of this article). The Grade AA screens have team expects. a defective rate of 12% or more. The most noticeable

To support their franchise system, Phone Doctors The Issue With Parts from High-Volume Retailers recently purchased a new corporate HQ in downtown Without a doubt most parts used in the industry Tulsa. The HQ built in 1925, is a heavily secured by repairbolstering shops arefour-stories obtained and through fortress 32,000high-volume square feet. The fullysuch renovated building will contain the entire retailers as eBay and Amazon. These are franchise operation, a model store, a complete sales typically the “AA Grade” screens that we explored and technician training center, and a variety of other above. reason is quite elementary. Businesses will relatedThe enterprises. flock to where they can obtain the cheapest parts. In Phone Doctorsallhas a recipe for success and from they fact, virtually ofcreated our customers were buying are ready to serve like-minded entrepreneurs the goods. such high volume retailers prior to partnering with us. The company attributes their success to understanding However, entrants the industry, as wellPhone as the that peoplenew come first andtomoney comes second. Doctors was birthed by thisstill principle and will continue more versed repair shops continue to purchase to emphasize this key priority as they grow. through high-volume retailers. Their mindset is that lower pricedDoctors parts equates to an higher profit margins. The Phone family has unwavering passion Although thisinequation is generally it iscompany far from for excellence representation of whattrue, a repair should be for it’s“lower customers is =poised to serve many complete. The partand cost higher margins” more people. They will continually innovate on their approach does not take into consideration the massive journey of becoming the name brand leader in the mobile hits that a repairspace. shop’s device solutions n bottom line takes due to the use of such inferior parts. Let’s explore why.

defect on Grade AA screens is in the quality of the LCD. Grade AA screens have a noticeable blue or

We have heard countless stories from our clients on

how the use ofDoctors parts obtained from high-volume about Phone Franchise Systems LLC, retailers severely tarnished their businesses be sure to visit: www.phonedoctors.com/franchise because

yellow tint. Many of the screens this category will Forinmore information not fit perfectly flush onto the device.

of the bad reputation that their shops received as a result from using these parts. This makes sense given the fact that many repair shops rely heavily on word-of-mouth references for future business. Additionally, many customers seeking to repair The “AAA Grade” Screen - The highest quality

their phones read online reviews of repair shops and

replacement screen available is the AAA grade quality.

reviews that criticize a shop on the basis of their use

This quality is usually flawless with no dead spots, dead

of lower quality parts. Poor reputations is very hard to

pixels or discoloration on the LCD. The brightness

overcome.

of the LCD is comparable to an original OEM part.

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These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAA

grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers


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Mondriaan Case & Card Holder for Galaxy S4 by Freshfiber

What’s On Demand Manufacturing What’s Next: Next: On Demand Manufacturing Do Printers 3-D Printers Boundless Possibilities? Do 3-D HoldHold Boundless Possibilities? By Sondra Sneed, editor at large

Consider what it would be like to no longer deal with stock issues. What if you could manufacture your products on demand? No more having to keep up with model upgrades or wonder how much of what to keep in inventory. This is what’s behind our pondering 3-D printing, for this issue of WDM. We peer into the future of a technology that could do for phone accessories what print on demand did for publishing. Reduce manufacturing and inventory costs by supplying only what the market can absorb.

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3-D printing uses CAD-drawn, 3-D models to create

injectors made from a 3-D printer.

everyday objects by way of building layers of substrate

Wired

in a “make box.” Science Fiction fans may recognize

automobile along with its engineer, Jim Kor in its

this vision of making things from the original Star Trek

February 2013 issue. “Kor and his team built the three-

series in the 60s. Known then as the food synthesizer it

wheel, two-passenger vehicle at RedEye, an on-demand

later became known as the replicator in Star Trek Next

3-D printing facility. The printers he uses create ABS

Generation. The theory behind the replicator was to

plastic via Fused Deposition Modeling (FDM). The

rearrange sub-atomic particles, which are abundant in

printer sprays molten polymer to build the chassis, layer

the universe.

by microscopic layer, until it arrives at the complete

Magazine

featured

3D Printed Geometric Pepermints

the

first

3-D

printed

Photo by Sara Payne

Today’s 3-D printers work more like an ink-jet printer,

object. The machines are so automated that the building

making pass after pass across a substrate than an

process they perform is known as ‘lights out’ construction,

organizer of molecules.

3-D printed products range

meaning Kor uploads the design for a bumper, walks

from toys to replacement parts and have been used to

away…a few hundred hours later, he’s got a bumper.” The

build a car and proposed for building houses with cement

whole car, the article states, took about 2,500 hours to

as the medium. The possibilities are literally endless for

complete.

this industry-changing technology. Chuck Hull invented the first 3-D printer in 1984. He 3-D application opportunities also have a far reach. Bio-

invented a process known as stereo lithography that

tech labs are using ink-jet-like machines to produce

involved UV lasers to cure photopolymers. Today’s

microscopic layers of skin cells to make human tissue.

version of the technology directs a laser to melt and cure

NASA engineers at the Marshall Space Flight Center

layer after layer of a polymer powder, the final product

in Huntsville, AL are printing and testing parts like

materializes after a few hours.

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Chuck Hull - 3D Printing Inventor

Use of these printers in large-scale manufacturing has

Who makes 3-D printers? Here are a few early players,

resulted in the making of working prototypes and durable

but the list has grown to nearly 300 worldwide.

parts, and in some instances they’re already being used to produce the final product. Some models are even capable of high-volume reproduction.

Industrial 3-D printer manufacturers: • Stratasys – stratasys.com • 3-DSystems – printin3-D.com

There are a number of technologies capable of 3-D printing. What separates them is how the layers of the

Home 3-D printers manufacturers: • RepRap. - RepRap.org

design are built. 3-D printing works in microscopic layers,

• Makerbot Industries – makerbot.com

building each on top of the other, from the bottom up. The

• Ultimaker – blog.ultimaker.com

software takes the product drawing and then slices it into

• Fab@Home - www.fabathome.org/

tiny cross sections. The most widely used technologies are: •

SLS (selective laser sintering)

FDM (fused depostion modeling)

SLA (stereolithograhpy)

Selective laser sintering (SLS) and fused deposition modeling (FDM) use melting or softening material to produce the layers.

This is a process of melting fine

powders with a laser, layer by layer, until a 3-D shape emerges out of the substrate. The unused powder is not wasted but added back to the supply. 113

MakerBot Replicator Desktop 3D Printer (5th Generation)


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From Commercialization to Consumer Grade

Prices

Also referred to as ‘additive manufacturing,’ Wikipedia states that Stratasys, under the name fused deposition modeling

(FDM)

commercialized

3-D

printing. Z

Corporation in 1995 commercialized an MIT-developed additive process, under the trademark 3-D printing (3-DP). This referred to a proprietary process, inkjet deposition of liquid binder on powder.

in commercial applications.

Large-scale manufacturers

aren’t the only ones benefiting from the new technology, however, designers, inventors, and engineers now have options

to

$50,000 for in-home use. Today, however, costs for one of these printers range from $299 for a kit to $5,000, with many high-rated models priced below the $2,000 mark. As the last decade in cell phones have demonstrated, there’s no stopping demand for products that alter the way humans do things, and now how they make things. The cellular market has seen more than one bubble as consumers grab

Today these processes are leveraged to reduce costs

accessible

3-D printers, in the past, have ranged from $3,000 to

go

from

cocktail

napkin

to

the latest version of what’s next. For buyers and sellers of accessories, keeping up with the models have proven nightmare worthy, but with easier cheaper manufacturing processes aiding product design the nightmare is turning into a dream of endless possibilities.

AutoCAD file to prototype from their home computer. In 2005, the home-use market was established with the

FIVE 3-D Printers for Home Use

open-source RepRap and Fab@Home projects, bringing prices down to affordable, consumer models.

01: Cube – from 3-D Systems

Materials Used in 3-D Printers

3-Ders.org explains there are a number of different materials that can be used for 3-D printing. They include

02: Afinia H Series

but are not limited to ABS plastic, PLA, polyamide (nylon), glass-filled polyamide, stereolithography materials (epoxy resins), silver, titanium, steel, wax, photopolymers, polycarbonate or even chocolate.

(ChocaByte is the

world’s first compact personal chocolate making appliance for the home.)

03: Ultimaker 2

04: MakerBot Replicator 2

05: Solidoodle 4

Cubify® Filament Cartridges

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For The Handy Man For those of us that love a little adventure, and would prefer to do things the hard way, as well as save a few hundred dollars in the process, there are many 3-D printer manufactueres that offer DIY starter kits. With a little know how, a few tools, a pinch of patience, a little extra time, and stable internet connection (to troubleshoot via google search) you too can join the 3-D printing revolution. These DIY Starter kits come in a variety of styles, sizes and skill levels. The home-built 3-D printer market has been booming since 2006, hundreds of thousands of kits have been purchased, built and put to use. There are some that say that the entire process of building your kit to printing your first model, may take some a few months to accomplish, however if this is too much for you to handle, there is still hope! There has lately been an increase in “Hacker” or “Maker” Spaces popping up in every city. In a lot of these artist run environments you can find the equipment that you need to start printing your first 3-D renderings, and quite possibly someone to show you the ropes. Of course this isn’t entirely free. There are monthly membership fees, an application process and a even waiting lists before you’re accepted and able to start “making”. This is the perfect option for anyone on a budget, or who is even curious as to how this entire process works.

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by WDM STAFF

Choosing the Right Phone Repair Parts Supplier:

With over 20 years of experience in the industry and a team made up of people with a passion for design and high quality, the MyMe brand of cell phone accessories offers quality, convenience, and style yet keeps its product line very affordable.

How to Make the Right Choice and the Harsh Consequences of Failing to do so

The exciting new line of MyMe products available are CHROME and LUX car and home chargers, BELIEVE ByFLEX Jamil president In-Ear ear phones, and Hindi, M7 headphones that are and truly amazing, the INSPIRE case, Bluetooth speakers and many other items that will “connect & inspire” you.

This article is directed at informing The MyMe team not only perfected accessories for cell those currently in,packaging or considering phones and tablets but the was designed to entering growing phoneattention repair increase sales. the Grabbing your customers’ is important with every product and with MyMe’s bright industr y about the variety of avenues colors and exquisite packaging your customers’ will not in which a repair shop owner may pass by without noticing. pursue in obtaining repair parts. To add the finishing touch to MyMe’s secretive concept The brieflythey introduce the in grading is thearticle variety will of displays make here the USA, system in which aredisplays. classified by quality. I the newest are the parts Prestige Their displays are will then dive into the many different routes that the vast majority repair shops pursue in obtaining their parts and explain why not using the highestgrade parts serves an injustice to your customer and poses devastating effects to your business. Given the fact that the most popular repair performed by technicians is a screen repair and screens will constitute the majority of a repair shop’s inventory in terms of dollars invested, this article will specifically focus on replacement screens, which consists of a combination of the LCD and digitizer components.

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specifically designed with not only the customer in mind but also the merchant. MyMe has a very passionate team founder of Qand ualit y Repair Par tsof different that can design manufacture all kinds types of displays straight out of South Florida that will meet their customers’ needs.

The ‘Un-official’ Grading System

With all of MyMe’s innovation that will inspire and There are a variety quality screens out are connect you…the lineofofdifferent accessories they manufacture for every age, gender,that styleaand taste! Youcan willchoose love them, in the marketplace repair shop to your customers will love them and your customers’ friends use to perform their repairs. Below is a compilation, will love them. an unofficial however, accurate, list of the various qualities the attributes that Display they possess: To inquireavailable about theand MyMe Prestige Micro Brand please call the sales department at 844-322-0655, you can also reach them by email info@mymeworld.com or simply The “Bwww.mymeworld.com. Grade” Screen - Quite go to their website n arguably the lowest quality screen available in the market. This grade often has a defective rate of roughly 60%. Defects for Grade B screens include: multiple dead spots on the digitizer, stress marks, severe discoloration and dead pixels on the LCD. With most B grade screens, you will notice that the screens do not fit flush on the device as the original part did. You will also notice on B Grade screens that the LCD brightness is incredibly low. It would be similar to going to your phones settings and decreasing the brightness by 75%.


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WEARABLE TECHNOLOGY Not Just Fantasy

2014 - 2015

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Athos - Body Suit - Personal Trainer of the Future or Batman? Finally some workout gear that batman would be proud of. These skin tight skivvies use biosignal monitoring to meassure your muscle activity, heart rate and breathing. The best part is that there are no wires. The Athos Body Suit uses woven in proprietery sensors which countour to your body, perfectly making this athletic gear just as comforatable as all of your other compression apperal. The come with a detachable core, which acts pretty much like a brain. this will allow you to interface dirrectly with their app, and track your stats. Reserve yours at www.liveathos.com

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Moto 360 What makes the Moto 360 so interesting? For the most part, it’s the look. It’s one of the boldest and most style friendly smartwatches. The round design makes this gadget gender neutral. They have ditched the sharp corners that can dig into your wrist. Promises aside, the shape is an improvement over the square designs that we normally see and it makes the Moto 360 look like a regular fashion watch from a distance. www.moto360.motorola.com

LG G Watch The LG G Watch’s crisp display, sleek design and long batter life make this intellegent time piece remarkably comfortable to wear all day, everyday. If the OEM watch strap isn’t your cup of tea, you can always customize it with any standard 22mm (0.86in) watch strap. One of the neatest features is that you can won’t have to worry if you get caught in the rain or even a dust storm, the LG G Watch is IP67 water and dust resistant. www.lg.com

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Ironman One GPS+ by Timex Let’s face it. There are times when we want to travel light, carry the bare minimum, hit the road and go. What if you could leave your phone behind and stay truly mobile? Well soon you wont have to worry about this with the ONE GPS+. Your run, your tunes, your messaging without your phone. Preorder at www.timex.com

Martian Smart Watch: G2G | Passport | Victory | Notifier

HTC One Wear Smartwach With a Martian Notifier smartwatch, you’ll have the ability to receive notifications and alerts from 1000’s of popular apps, including Runmeter, Clash of Clans, ESPN SportCenter, and CNN. Customize your watch settings with the free Martian Notifier App for iOS and Android, so you only receive alerts that are important to you. Also includes electronic phone leash so you know if you have left your iPhone or Android smartphone behind, remote camera control so you can snap a photo with everyone in the shot, and much more! Martian Notifier comes in black, white or red, and with 9 quick-change watch band options to choose from, you can easily personalize your Martian to match your outfit or mood! www.martiannotifier.com

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Misfit Shine This elegant personal activity tracker, allows you to keep track of almost anything and everything your body may encounter on a daily basis. You can set daily goals using points to help you maintain your fitness regimen or even break your own best records. This light weight medallion can be affixed to just about anything and can be worn just about anywhere. A quick tap of the app on you iPhone allows you to check your progress. You can also monitor your sleep, steps, calories distance and even log your daily food intake via the apps daily photo and food journal. www.misfit.com

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Find By SenseGiz Want to track kids in a crowded environment? Want to ensure your pets do not go far away? FIND your keys easily early in the morning? Can’t remember where you kept your handbag? Track if your bags made it to your flight? Or find your luggage easily on the luggage belt after a flight? Avoid forgetting your phone in a restaurant? The FIND by SenseGiz can solve all your problems !! www.sensegiz.com

Lechal Smart Shoes Visiting a new city or on vacation in a far away land? Now you won’t be afraid to go off the beaten path again. These Sporty Sneakers are powered by an internal application which sinks with Google Maps. You can brave a new world with route guidance, explore new places or even get to know your neighborhood. “Go anywhere and everywhere” www.lechal.com

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Google Glass These smart specs, give you the power of the world wide web without the need for a mobile phone or computer. You can browse the web, get directions, listen to music or even pull up your favorite pecan pie recipe. Google Glass comes in 5 different frames in 8 different shades which will bring you into the 21st century without cramping your style. www.google.com/glass

BearTek Bluetooth Gloves BearTek™ Gloves are protective gloves that allow remote access and control of your mobile devices. These featurerich gloves allow users to control their Bluetooth devices and GoProŽ products. Simple touches of the thumb to the appropriate finger will activate the desired function on the target device, allowing you to control your music, calls, and more, without interrupting your activity. These modern mittens come in three different varieties, Moto, Classic and Snow. www.beartekgloves.com

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Lumo Lift Having and maintaing perfect posture can be difficult for some, especially after a 14 hour day behind a desk. But during those long work days it would be a great benefit to your body and well being to sit up straight. The Lumo Lift can be worn as a piece of jewelry or hidden under your clothes. Lift fades away into the background and can be set to Coach mode in order to remind you to stop slouching. in no time you’ll have perfect posture and healthier back. www.lumobodytech.com

Spree SmartCap and Headband The Spree SmartCap and Headband are designed to take your fitness to a whole new level. They keep you free from the constraints of chest straps, while measuring heart rate, body temperature, and movement all in one device. Spree syncs with your smartphone to track your workouts, and show real-time progress of your fitness goals. Using your information, the Spree SmartApp finds the optimal workout zone to make your workouts more effective and safe. www.spreesports.com

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Narrative Have you ever seen something amazing happen only to miss it all while you’re trying to dig your phone out of your pocket, activate the photo app, and then try to capture the exact moment you just missed? The Narrative Clip is a tiny, automatic camera and app that gives you a searchable and shareable photographic memory. Now you will never miss anything, from your babies first words to his walk accross the stage or her walk accross the aisle. www.getnarrative.com

June by Netatmo This stylish accessory tracks UV intensity in real-time and the total sun exposure absorbed by the user’s skin throughout the day. Depending on the woman’s skin type, the App calculates the suggested maximum daily exposure. Every woman can monitor their sun dose measured in percentage throughout the day. To avoid sun damage, the App can notify the user when to protect their skin. The App also features a summary of time spent in the sun, allowing the user to see when the UV rays impact on the skin was most intense during the day www.netatmo.com

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by MICHELLE JAMES

Choosing the Right Phone Repair Parts Supplier:

An Interview with Howard Rosenberg

How to Make the Right Choice and the Harsh BUYING EXCESS Consequences of Failing to do so INVENTORY DIRECT

By Jamil Hindi, president ORGANIZATIONS, and founder of Q ualit y Repair Par ts EASY FROM TOP ELECTRONIC MADE

This article directed informing With the barrage ofishandset SKU’s at in production, along with the proliferation trade-in we have those currentlyofin, or programs, considering uncovered an important option in inventory management entering the growing phone repair — the liquidation marketplace. We recently sat down with industr y about the variety of Solutions avenues Howard Rosenberg to discuss how B-Stock in which repairretailers shopcanowner maybuying works and howa wireless benefit from liquidation inventory on the open market. pursue in obtaining repair parts. Howard founded B-Stockintroduce Solutions the in 2008, after The article will briefly grading working at eBay for over six years. At eBay, Howard system in which parts are classified by quality. I was General Manager of eBay’s enterprise B2B business, will then dive into the many different routes that the vast majority repair shops pursue in obtaining

The as‘Un-official’ Grading System known Private Marketplace group, where he managed close $1 billion in excess inventory in bulk lot, online Theretoare a variety of different quality screens out auctions. In addition to Howard’s experience at eBay, he in the marketplace that a repair shop can choose to spent four years on the Advisory Board of the Reverse use to perform their and repairs. Below is a compilation, Logistics Association has been a frequent speaker on to optimize liquidation With an techniques unofficial however, accurate, list recovery. of the various aqualities background in reverse logistics and eBay marketplace available and the attributes that they possess: management along with a strong support team, Howard and B-Stock Solutions deliver one of the largest networks label marketplaces Theof“Bprivate Grade” Screen - Quite in arguably North America. the lowest quality screen available in the market. This grade often has a defective

their parts and explain why not using the highest-

rate of roughly 60%. Defects for Grade B screens

poses devastating effects to your business. Given

marks, severe discoloration and dead pixels on the

combination of the LCD and digitizer components.

and decreasing the brightness by 75%.

WDM: How to does B-Stock Solutions grade parts serves an injustice your customer and work? include: multiple dead spots on the digitizer, stress Howard: B-Stock Solutions is not a liquidator; B-Stock Solutions is a technology-enabled suite of LCD. toWith most B grade screens, you will notice marketplace services that connects buyers sellers through client-branded online the fact that the most popular repair performed marketplaces. B-Stock Solutions is one of the largest sourcing networks for buyers and that the screens do not fit flush on the device as the by technicians is a screen repair and screens will sellers with over 200 product categories, including three of our fastest growing electronic original part did. You will and alsoITnotice on B Grade categories: consumer electronics, wireless devices, gear. B-Stock constitute the majority of marketplace a repair shop’s inventory in Solutions makes it possible for small wireless dealers and retailers to purchase excess screens that the LCD brightness is incredibly low. terms of dollars invested, this article will specifically inventory and customer returns directly from the source, rather than through layers of It would be similar to going to your phones settings liquidators brokers. focus on replacement screens, which and consists of a

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Howard Rosenberg, founder and CEO of B-Stock Solutions, addresses the inventory liquidation market using a technology enabled services platform to connect buyers and sellers in the mobile hardware industry. These client branded online, private marketplaces add a valuable sourcing option for wireless retailers balancing inventory supply and customer demand.

To join the B-Stock Sourcing Network today,

www.sourcing.bstocksolutions.com

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WDM:

Why should independent wireless retailers use liquidation to acquire mobile inventory?

The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

Without a doubt most parts used theexcess industry better than Grade B, theSolutions, Grade Atop retailers Howard: Before B-Stock and manufacturers could only sellin their inventory customer returns to aby limited liquidators. sales process was not repairgroup shopsofare obtainedThis through high-volume screens often have and a defective rate easily accessible to small and large retailers. In today’s market, B-Stock provides independent retailers such as eBaytoand Amazon. These are of about 25%. Defects on aGrade A and secure wireless retailers safe, easy, online platform purchase directly from these same top retailers and manufacturers. To provide buyers an additional level of confidence, typically the “AA Grade” screens that we explored screens include: isolated dead spots on the digitizer, B-Stock reviews the accuracy of inventory descriptions from these reputable sellers. In The reason in is aquite elementary. Businesses dead pixels and severe blue and yellow blemish spots addition, buyers have the ability to above. purchase inventory variety of quantities ranging will a few pallets toof truckloads at liquidation prices. flock to where they can obtain the cheapest parts. In on the LCD. You may alsofrom notice that many the screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

high volume retailers toand partnering the device as theWDM: original How part did. does B-Stock Solutions ensuresuch quality of products betweenprior buyers sellers? with us. However, new entrants to the industry, as well as the

Howard: While B-Stock does not physically evaluate the inventory of its sellers, we stress the versed repair shops stillintegrity, continuesellers to purchase The of “AA Grade” importance accurate grading andmore descriptions. To uphold seller are requiredScreen to review policies and guidelines pertaining to full disclosure of inventory quality. through high-volume retailers. Their mindset is that - This is the This enables buyers to confidently bid on and purchase the exact type of product they want. equates for to higher profit margins. most commonly On the other hand, each seller sets lower specificpriced buyerparts requirements each individual auction; all buyers are pre-approved by B-Stock based on these criteria. Overall, our marketplaces Although this equation is generally true, it is far from sold screen on eBay, create a more reliable, transparent, and efficient distribution of bulk lots that mutually Amazon or any other high-volume online retailer benefits both sellers and buyers. complete. The “lower part cost = higher margins”

(This grade of screen is further discussed in the next

approach does not take into consideration the massive

section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes due to the

a defective rate of 12% or more. The most noticeable

use of such inferior parts. Let’s explore why.

WDM:

How easy is it to join a private marketplace and how quickly can retailers buy inventory?

It’s is easy a private marketplace; typically a reseller will only be required to present defect on GradeHoward: AA screens in to thejoin quality of the

a valid resale certificate. Resellers can register for any or all of our 20+ private marketplaces,

We lots haveofheard countless fromand ourtrusted clients on LCD. Grade AA screens have a noticeable blue and once approved, bid or on the auction interest, via our stories transparent auction in platform. Auctions are openhow overthe a few time,obtained typically from between two and four usedays’ of parts high-volume yellow tint. Many of the screens this category will days, from initial listing to auction closing date.

not fit perfectly flush onto the device.

retailers severely tarnished their businesses because

When a reseller wins an auction lot,of hethe canbad request a shipping on the as reputation thatquote theirprovided shops received platform or, the reseller can choose to use his own shipper. Then the buyer coordinates a result the removal process directly with the seller. from using these parts. This makes sense

given the fact that many repair shops rely heavily WDM:

on word-of-mouth references for future business.

How does the online liquidation auction process work?

Additionally, many customers seeking to repair

Howard: B-Stockquality Solutions’ private marketplaces on different schedules. their phonesposts read auctions online reviews of repair shops and The “AAA Grade” Screen Each - Theofhighest New auctions start daily and some weekly. New listings are added frequently, and the best reviews thatUpon criticize a shop on the basis their use replacement screen available thestay AAA gradeisquality. wayis to updated to join the marketplace. joining a marketplace, youofcan opt-in to receive auction alert emails that notify approved users whenever new auctions begin or of lower quality parts. Poor reputations is very hard to This quality is usually flawless with no dead spots, dead are about to end. Bidding is straightforward, safe and easy.

pixels or discoloration on the LCD. The brightness

overcome.

of the LCD is comparable to an original OEM part. WDM:

How do wireless retailers get started?

These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAA

obtained through high-volume retailers grade has a low defective about Howard: rate Youroffirst step1-2%. is to join the B-Stock Grade” Sourcingparts Network by registering on each marketplace that interests you. Simply fill out the short registration form and upload your reseller’s certificate. You must submit a reseller’s certificate for approval. Only approved users can bid on auctions. Once your application is complete, you should receive your approval within 24 hours. n

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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

customer requires a ‘re-repair’ to a previous

most of our clients embrace the fact that our

repair of the phone again once it is noticed

company offers hassle-free returns on defective

that the parts previously used are defective

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

usually notice that the new screen’s LCD is not as bright as the original screen, the screen

As our customers know, a reality of the phone

doesn’t fit flush, and/

repair business is that by spending a couple

or the digitizer has dead spots. The technician will have to

dollars more on high quality “AAA Grade” parts, your bottom line will actually increase

replace the part in hopes

because you

that the next screen he

will avoid the

installs does not have the

issues described

same issues. Alternatively,

above. Keep in

the technician may be

mind that many

successful in fighting off the need to ‘re-repair’ the device, thus, leaving the customer frustrated, unhappy and ultimately resulting in a bad experience that customers tells everyone they know. A poor reputation for terrible service and inferior parts that your shop provided will keep you from future business. If the technician decides to re-repair the phone

suppliers, either intentionally or through lack of knowledge, claim that their screens are of a certain grade, but when tested against the grading system we compiled above, they often fall below their claimed grade. It is crucial that a repair shop

and change the screen for the second time, they

that desires longevity only use parts that they

also lose; the shop loses time and also potentially

will be proud to stand behind.

loses the cost of the first part installed. For more information about Quality Repair Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

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Founded in 1998, Digital Treasures has enjoyed sixteen successful years of providing innovative consumer electronics products. Uniquely focused on quality and value, every item in the Digital Treasures line is designed for long-lasting performance. This dedication to high standards has made the Digital Treasures brand synonymous with reliability, earning customer confidence across our complete line of Bluetooth speakers, portable power and sturdy cases for use with PC’s, smartphones and tablets.   In 2014, Digital Treasures entered one of the most notable partnerships in the industry, joining with a pair of twenty-something entrepreneurial engineers to bring to market a new benchmark in smartphone cases, the TurtleCell.  This streamlined, protective case features built-in retractable premium headphones that eliminate the

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top two frustrations of music enthusiasts: tangled or lost earbuds. Inspired to create the TurtleCell case after their own experiences with tangled earbuds, the TurtleCell engineers spent three years perfecting their design – including creating a patented retraction mechanism that allows for consistent retraction without adding bulk to the case.    Digital Treasures will begin shipping the iPhone 5/5s version of the TurtleCell case this September in four metallic colors.


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2014 Canadian Wireless Trade Show

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by MICHELLE JAMES

Choosing the MICRO Right Phone Repair Parts Supplier: INGRAM MOBILITY

How to Make thewithRight Choice and the Harsh An interview Alex Paskoff, Head of Consumer Sales and Marketing Consequences of Failing to do so

By Jamil Hindi, president and founder of Q ualit y Repair Par ts

Ingram Micro Mobility is blazing trails in the retail supply chain eco-system, having gone through a re-branding exercise this past year with respect to how they market to independent wireless retailers. Ingram Micro acquired BrightPoint in

This article is expand directed atmobility informing The System July 2012 in order to into the business and leverage their‘Un-official’ core competency inGrading electronics distribution, those currently in, or — considering There are BrightPoint a variety of business differenthas quality screens creating Ingram Micro Mobility a division of Ingram Micro. The legacy become the out entering the growing phone repair in the marketplace that a repair shop can choose to mobility division of Ingram Micro Mobility. With the same Brighpoint focus on channel relationships, they now have industr y about the variety of avenues use to perform their repairs. Below is a compilation, even more resources to serve the independent retail channels. Wireless Dealer Magazine had an opportunity to interview in which a repair shop owner may an unofficial however, accurate, list of the various Alex Paskoff, Head of Consumer Sales Strategic Development and Marketing, and discuss how this change has influenced pursue in obtaining repair parts. qualities available and the attributes that they possess: their business in pursuit of continuing to be a go-to distribution partner for retailers nationwide. The article will briefly introduce the grading system in which parts are classified by quality. I will then dive into the many different routes that WDM:

The “B Grade” Screen - Quite arguably the lowest quality screen available in the

We believe the independent retailers are very savvy entrepreneurs. This community really market. This grade often has a defective the vast majority repair shops pursue in obtaining makes it happen at the street level. What trends do you see in terms of distribution on the retail role does the new Ingram Mobility now with the indirect channel? rate of Micro roughly 60%.play Defects for Grade B screens their parts and explain why notfront? usingWhat the highest-

include: multiple dead spots on the digitizer, stress grade parts serves an injustice to your customer andyou with respect Alex: I couldn’t agree more with to the wireless dealer communities. marks, severe discoloration andalldead pixels on the They’re survivors. They’re of entrepreneurs and through of the changes, poses devastating effects to your business. Given the epitome consolidations, and shifts in the industry; they’ve not only survived, many have even

LCD. With most B grade screens, you will notice the fact that the most popular repairswimming performed prospered against the tide in many cases. Those who know us from BrightPoint

that the screens do know not fit on thethat device maybe even before Cellular, they usflush as servicing veryas the by technicians is a screen and repair and screens will then as Wholesale community, so without them I don’t know that we would’ve ever even been a business.

original part did. You will also notice on B Grade constitute the majority of aWe repair inventory in the independent get itshop’s and we understand retailer for sure. screens that the LCD brightness is incredibly low. terms of dollars invested, this article will specifically focus on replacement screens, which consists of a combination of the LCD and digitizer components.

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It would be similar to going to your phones settings and decreasing the brightness by 75%.


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WDM:

What role does the new brand play? Have you been able to cultivate the same relationships The Issue With Parts from High-Volume Retailers The “A Grade” Screen - Slightly that you had with the indirect channel, or has that changed?

better than Grade B, the Grade A

Alex:

Without a doubt most parts used in the industry

I would say it’s expanded a little bit because of the channel’s diversity within the Ingram by repair shops are obtained through high-volume screens often have a defective rate Micro environment. The “legacy BrightPoint” has always been focused on servicing the retailers suchwith as eBay and of about 25%. Defects on Grade A traditional wireless independent dealer, retailers one or twoAmazon. locationsThese all the are way up to the bigger guys that have a few hundred locations. With Ingram’s core we also have access

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

We’re carrier-agnostic, we are manufacturer-agnostic, and supplier-agnostic. flock to where they can obtain the cheapest parts. In on the LCD. You may also notice that many of the to independent resellers who focus on the enterprise segments and SMB, which is similar such high volume retailers prior to partnering with us. the device as the original part did. yet a somewhat different type of entrepreneurial operation, old customer versus mainstream consumer. It’s expanded our reach. However, new entrants to the industry, as well as the

The “AA Grade” WDM:

more versed repair shops still continue to purchase

Could you walk -me through how ishigh-volume this channel engages with Ingram Micro is that through retailers. Their mindset Screen This is thea little bit Mobility today?

most commonly

lower priced parts equates to higher profit margins.

Alex:

For the sold independent wireless there arethis a couple different touch points. is from Although equation is generally true, One it is far screen on eBay, retailer, certainly in the accessory world. One of the things we’re successful in doing as a result of complete. partaccessory cost = higher margins” Amazon or any other high-volume online BrightPoint retailer Ingram acquiring is we really lit up aThe very“lower successful distribution business which isn’t to a particular mobiledoes operator. We have to all of the approach not take into access consideration the massive (This grade of screen is further discussed in tied the next independent dealers; and they have access to us through an inside sales organization and hits that aa repair line takes due to the section of this article). The Gradesales AA organization. screens haveWe’ve developed outside suite ofshop’s onlinebottom tools that give independent retailers access to ouruse entire product portfolio. of such inferior parts. Let’s explore why. a defective rate of 12% or wireless more. The most24/7 noticeable

defect on Grade AA screens is in of the Those arethe all quality things that we’ve developed over the course of the last two years to become meaningful to theirblue business do business with in context how our theyclients can engage Wetohave heard countless storiesoffrom on LCD. Grade AA screens have a noticeable or and easy Ingram Micro Mobility to expand their portfolio of accessories. I always stay in tune with

how theenvironments use of parts are obtained high-volume yellow tint. Many of the screens in thisoncategory will The handset what’s going in that space. a little from bit different because still device. is carrier controlled. A lot of the dealersseverely interface with Ingram Micro Mobilitybecause because retailers tarnished their businesses not fit perfectly flush ontoit the of the services that we provide to the mobile operators in the US where we manage the of the bad reputation their shops received as transaction between that independent wireless dealer and that the mobile operator. They’re interfacing with our online tools. They’re receiving their products fromThis us asmakes a provider a result from using these parts. sense of supply chain services to the mobile operator.

given the fact that many repair shops rely heavily

WDM:

on word-of-mouth references for future business.

Would you call yourself carrier-agnostic with your main focus on channel distribution of product?

Additionally, many customers seeking to repair

Alex: that’s right.quality We’re carrier-agnostic, are manufacturer-agnostic, supplier-agnostic. theirwe phones read online reviews and of repair shops and The “AAA Grade” Screen Yes, - The highest We really position ourselves within the ecosystem to be in the middle or the hub of all these

that criticize Ifa you’re shop on basis of their use replacement screen available is the AAA grade types of activities and quality. in the middlereviews of all that commerce. an the independent dealer,

therewith are lots of opportunities commerce with Ingram MicroisMobility as an lower quality directly parts. Poor reputations very hard to This quality is usually flawless no dead spots, deadto doofthat authorized distributor; and in other cases they’re interfacing with us as a provider of service

pixels or discoloration on the LCD.their Themobile brightness between operator and overcome. the retailer. As an example, we’ll handle in the US this in thepart. neighborhood of 75 million wireless handsets. Roughly one of every of the LCD is comparableyear, to ansomewhere original OEM three devices in the US comes through an Ingram Micro Mobility facility, and a big, big, big

Another instance inindependent which the use of non-“AAA These screens fit perfectly percentage flush on theofdevice. This those products end up in the hands of an wireless retailer. Grade” parts obtained through high-volume retailers grade has a low defective rate of about 1-2%.

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WDM: How does the flow of product work between Ingram Micro Mobility and the channel? mind that the sellers of these parts are operating has a detrimental effect to the repair shops’

on extremely low directly single-digit andInwill bottom lineAlex: and longevity can flow be seen in our facilities and Handsets through we’re shipping to themargins end point. some

cases, we own the inventory, and we’re the’ merchant of record’ if you will, conducting the do whatever it takes to refuse a return. In fact, a common situation where a complaining

commerce directly with the independent retailer. The independent wireless retailer purchases

most ourjust clients embrace the fact the thatcarrier our and customer requires a ‘re-repair’ to a us previous handsets from directly. In other cases weofmay be the 3PL in between

the independent wireless retailer. Each carrier has their own distribution strategy and in some company offers hassle-free returns on defective repair of the phone again once it is noticed cases the product resides on our balance sheet; and other cases is resides on the carriers and

that the parts previously used are defective we just facilitate the transactions.

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

usually notice that the newabout screen’s is WDM: What the LCD direct relationship to the retailer? not as bright as the original screen, the screen Alex:

As our customers know, a reality of the phone

That’s a huge part of our business. If you take a look at the three channels that we primarily doesn’t fit flush, and/serve: mobile operator, mass big boxrepair retailers, and independent wireless retailers; business is that by spending a coupleover the course of the last twelve months our fastest channel from a growth perspective has been in or the digitizer has dollarsour more on high quality so that’s the independent wireless retail space. We’ve really grown handset distribution, dead spots. specifically in those channels. “AAA Grade” parts, your

bottom line will WDM: Whatto white label or private label programs to you offer the independent wireless retailer? The technician will have actually increase replace the part in hopes

Alex: For independent wireless retailers there are really only two white label opportunities. because you One would certainly be in the accessories environment where we offer white label, private label that the next screen he will avoid the solutions. Then we also have — because we’re one of the few distributors in the U.S. with installs does not have the vertically integrated distribution solutions — and what I mean by that is issues what they sell is our described foreign distribution, our reverse logistics, and our customization services we all do in-house. same issues. Alternatively, above. Keep in We don’t ship product to a repair center and bring it back. Everything we do is vertically the technician may be integrated. We also do white label reconditioned phone programs as well. If anthat independent mind many retailer wants to distribute reconditioned phones under a private brand or label, successful in fightingwireless off suppliers, either or use one of our brands, we can certainly do that as well. the need to ‘re-repair’ the intentionally or device, thus, leaving the WDM: When working with independent retailers directly, does Ingram Micro Mobility have through lack ofa customer frustrated, stringent unhappy “minimums” policy? knowledge, claim and ultimately resulting in a Alex: No, no, no. We get the independent wireless retailer’s need to manage like I said, that inventory, their screens bad experience that customers for a period of our life as former Brighpoint, our lives depended on services small orders — of a certain grade, but so weAget it. The former chairman and CEO of BrightPointare started in the industry as an tells everyone they know. poor reputation for

terrible service and inferior parts that your shop

when tested against the grading system we

also lose; the shop loses time and also potentially

will be proud to stand behind.

compiled above, theyoperator, often fall below their big box providedchannels will keep you that from future If ...the three we business. primarily serve: mobile mass claimed grade.fastest It is crucial that a repairfrom shop the and technician decides to re-repairwireless the phone retailers...our retailers, independent channel a that desires longevity only use parts that they and change the screen for the second time, they growth perspective has been in the independent wireless retail space. independent wireless retailer. It’s in our DNA and we get that often they’re purchasing, what loses the cost of the first part installed. we call “each’s” sometimes individual or very small quantities. That was a lot of the energy For more information about Quality Repair to go behind some of the online tools we developed, which gives retailers the opportunity to Ingram individual unitsofwithout monthly minimums. Parts or the contents this article please visit Returning parts to sellers fromMicro theseMobility high- online and purchase

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

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WDM:

The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

screens often have a defective rate

by repair shops are obtained through high-volume

With the enormous size of Ingram Micro Mobility, do you think there is a market perception that you are to service the independent retailer? Without a doubt most parts used in the industry better than Grade B, too the big Grade A

Alex:

I will tell you while we were going through the rebranding process, a lot of us that were on that legacy BrightPoint concerns. were and thinking, “We’re getting retailers such We as eBay Amazon. These aregobbled of about 25%. Defects on Gradeside A had similar up by this $42 billion global technology distribution entity, and what’s going to happen to our typically the “AA Grade” screens that we explored screens include: isolated dead spots on the digitizer, autonomy and our ability to service some channels that are very unique to our industry.” The wireless independent uniqueThe to our industry and it doesn’t really exist in other reason is quite elementary. Businesses will dead pixels and severe blue and yellow blemishretailer spots is veryabove. areas, so we had those same concerns. I will tell you now that we’re almost two years into the flock to where they can obtain the cheapest parts. In on the LCD. You may also notice that many of the rebranding effort and it’s been the opposite.

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

the device as the original part did.

such high volume retailers prior to partnering with us.

Amazon or any other high-volume online retailer

complete. The “lower part cost = higher margins”

(This grade of screen is further discussed in the next

approach does not take into consideration the massive

section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes due to the

a defective rate of 12% or more. The most noticeable

use of such inferior parts. Let’s explore why.

Now we have access to working capital that we never had because of the size of the company, and because Ingram Micro wasn’t really in the new wireless business before the acquisition, However, entrants to the industry, as well asthere the was no overlap. They’ve given us remarkable amounts of autonomy to continue to run the more versed repair shops still continue to purchase The “AA Grade” business that we’ve been running for the last couple of decades. All the old facilities, our U.S. headquarter for mobility same facility that it wasretailers. before theTheir transaction, and high-volume mindset is we’ve that Screen - This is the is the through actually expanded the facilities; so we have dedicated mobile facilities as well as access to the lower priced parts equates to higher profit margins. most commonly Ingram Micro infrastructure if we need to use shared facilities. It ended up being the opposite of what sold all our fears on were and we probably need toequation do a better job of communicating that Although this is generally true, it is far from screen eBay, out to the channel so they don’t have the perception…

defect on Grade AA screens is in the quality of the LCD. Grade AA screens have a noticeable blue or

We have heard countless stories from our clients on

yellow tint. Many of the screens in this category will

how the use of parts obtained from high-volume

not fit perfectly flush onto the device.

retailers severely tarnished their businesses because of the bad reputation that their shops received as a result from using these parts. This makes sense given the fact that many repair shops rely heavily on word-of-mouth references for future business. Additionally, many customers seeking to repair

The “AAA Grade” Screen - The highest quality

their phones read online reviews of repair shops and

replacement screen available is the AAA grade quality.

reviews that criticize a shop on the basis of their use

This quality is usually flawless with no dead spots, dead

of lower quality parts. Poor reputations is very hard to

pixels or discoloration on the LCD. The brightness

overcome.

of the LCD is comparable to an original OEM part.

151

These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAA

grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers


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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

repair of the phone again once it is noticed

company offers hassle-free returns on defective

that the parts previously used are defective

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

WDM:

So underneath the Ingram Micro Mobility your team still sounds like the BrightPoint we all used to know. on extremely low single-digit margins and will bottom line and longevity can be seen in Alex:

I tell my team all the time, while we are Ingram Micro Mobility, our hearts still beat BrightPointtobecause that’s where so many came fromembrace and we don’t want to lose most of of us our clients the fact that our that customer requires a ‘re-repair’ a previous from the way we engage with our clients.

WDM:

Repair is a hot topic! What can you tell me about your reverse logistics programs?

Alex: We’ve usually notice that the newinvested screen’s millions LCD isof dollars into the reverse logistics side of our business. We’ve

opened a dedicated facility in Dallas, Texas as well as expanded with a dedicated reverse

not as bright as the original the screen our customers know, a reality of theIndiana. phone It’s a logistics screen, facility in Costa Rica; and weAs also opened a return center in Plainfield, 40,000 returns is every so it’s a scaled business and doesn’t fit flush, and/huge part of our business. We process repair business thatday, by spending a couple

it services everyone from the independent dealer that has a couple of stores all the way up to

or the digitizer has the biggest retailers and mobile operators in our industry. dollars more on high quality dead spots. “AAA Grade” parts, your

Reverse logistics is a capability that we extend into all channels and it’s the capability that’s bottom really changed over the course of the last twelve to twenty-four months asline well.will There was a period “Does it need to be The technician will have toof time when reverse logistics was just returns management and, actually increase repaired, or not?” If it gets repaired, the more profit generation opportunity versus a black replace the part in hopes hole. That’s what we try to drive through our business. How can we takebecause the assets youwe have in reverse logistics and turn it into a profit driver for our clients? that the next screen he

will avoid the

installs does not have the

issues described Retailers are definitely turning into more service centers in terms of their profit. same issues.WDM: Alternatively, above. Keep in the technician may be Alex: I think that’s exactly right. The savvy independent wireless retailers do the out-of-warranty, mind that many level 1 work themselves, and it’s a good money generator for them. Often times successful in fightingprobably off where it’s at level 2 or level 3, they need access to parts or componentssuppliers, and that’seither where the need to ‘re-repair’we the can help. intentionally or device, thus, leaving the through lack of customer frustrated, unhappy WDM: What advice do you share with mobile device manufacturers that independent retailers need knowledge, claim to know about pre-holiday inventory and sales planning? and ultimately resulting in a that their screens bad experience Alex:that customers Supply chain planning. What we call overall demand, planning, and forecasting. Another area where we invest in a lot of time, energy, and money in developing tools that can be are of a certain grade, butleverage. tells everyone they know. A poor reputation for Not just for big operation retailers, but for independent wireless retailers as well. What the

when tested against the grading system we terrible service and inferior parts that shop manufacturers wantyour to see is some level of sale-in, sale-through data from the independent

wireless retailers to help them plan. Through ourabove, distribution efforts, act astheir a consolidator. compiled they often fallwebelow provided will keep you from future business. If

If we’re harmonized with the independent wireless retail environment it just allows the mobile

claimedbecause grade. It is crucial that a repair the technician decidesdevice to re-repair the phone manufacturers to be better prepared we’re fully transparent withshop them. and change the screen for the second time, they

that desires longevity only use parts that they

There are some independent wireless retailers that give us access to their point-of-sale so we will get be proud to information. stand behind. also lose; the shop loses and also cantime integrate into potentially their POS and actually real time Preparing for pre-holiday sales cycles is all about data, all about information. We want to be prepared to have the right loses the cost of the first part installed. amount of buffer stock. As you know, having been in the industry for a long time, back in For more stock. information aboutaway. Quality Repair the day the manufacturers had tons of bumper That’s gone The need to plug-in preparation for peak selling periods isParts evenor more important today. the contents of this article please visit

Returning parts to sellers from these high-

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

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We as a distribution partner and supply chain partner, we want to make sure that we’ve got The Issue With Parts from High-Volume Retailers The “A Grade” Screen - Slightly that bumper stock, that we’re prepared so that when things happen that aren’t necessarily

doubt the most parts inofthe industry better than Grade B,the theindependent Grade A retailerWithout predictable isn’t left aholding bag. Theused reality product

allocation, depending on the manufacturer, the mobile operator, it typically ends up with by repair shops are obtained through high-volume screens often have a defective rate

carrier owned stores first, then big box retail, then independent dealers. We as a distributor

retailers such as eBay These of about 25%. Defects A heavily focusedononGrade the independents, we want to make sureand thatAmazon. we mitigate thatare by having

the right inventory on hand to serve the independent retailer. typically the “AA Grade” screens that we explored screens include: isolated dead spots on the digitizer,

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

WDM:

How do you communicate effectively with so many points of distribution?

virtually all of our customers were buying from screens in the Grade notquestion. fit flush That on is a lotfact, Alex: A category That’s ado great of the responsibility of our inside sales organization.

We have an inside sales team for which a person, all they do is service the independent such high volume retailers prior to partnering with us. wireless retailers. They’re assigned accounts and depending on the account size, it could entrants to the industry, well as the be a handful of accounts, dozens ofHowever, accounts, new hundreds of accounts; but their as role is to stay connected to that community and share information, and role that information out. more versed repair shops still continue to purchase The “AA Grade” If we think there are going to be component shortages that could impact supply, that could high-volume retailers. Their mindset is that This is the if wethrough impact aScreen certain- manufacturer, think there are patent infringement issues going on in the industry that could create supply constraints with particular manufacturers — it’s their job lower priced parts equates to higher profit margins. most commonly to communicate that information so the independent wireless retailers are equipped with the

the device as the original part did.

sold screen on eBay,

Although this equation is generally true, it is far from

complete. The “lower part cost = higher margins” or any other high-volume online retailer We Amazon as a distributor heavily focused on the independents, we want to make approach does not take into consideration the massive (This grade of screen is further discussed in the next sure that we mitigate that by having the right inventory on hand to serve hits that a repair shop’s bottom line takes due to the section of this article). The Grade AA screens have the aindependent retailer. use of such inferior parts. Let’s explore why. defective rate of 12% or more. The most noticeable defect on Grade AA screens is in the quality of the

information they need to prepare for their business. Whether they’re sophisticated or not in

We have heard from ourcan clients on LCD. Grade AA screens have noticeable blue or to integrate termsaof systems and ability is really lesscountless relevant. stories Obviously, if we integrate into a point-of-sale system and have real time information, that is optimal, but the reality is how the use of parts obtained from high-volume especially in the smaller segments of the independent wireless retailer – the guys that own retailers severely their businesses because not fit perfectly flush ontotwelve the device. stores or less who spend their time selling, nottarnished investing in infrastructure.

yellow tint. Many of the screens in this category will

of the bad reputation that their shops received as WDM:

What specific communication vehicles work from best for you?these Is that communication the form a result using parts. This makesinsense of an email, an alert, a bulletin?

given the fact that many repair shops rely heavily

Alex:

Yeah, it’s a little bit of all the above.on Weword-of-mouth do what we call HTML blastsfor where webusiness. communicate references future to the masses via daily communication. We have tools where our marketing organization many customers seeking to use repair sends communication to the dealer Additionally, communities on a consistent basis. We still email and actually have these things at ourtheir desksphones with buttons, calledreviews telephones that serve asand the read online of repair shops The “AAA Grade” Screen we - The highest quality best in reaching out to the customer personally. We are active in the blogging community as reviews thatcan criticize shop onwe’re the sharing basis ofwhat theirwe use replacement screen available is and the we AAA well try grade to get quality. as many followers as we to that abecause think with is salient information to the wireless retailers in parts. real time. of lower quality Poor reputations is very hard to This quality is usually flawless no dead spots, dead

pixels or discoloration on the LCD. The brightness

overcome.

of the LCD is comparable to an original OEM part.

153

These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAA

grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers


W D M

WDM: Right, timely communication is key, especially information that helps retailers sustain their mind that the sellers of these parts are operating has a detrimental effect to the repair shops’ business even through shortages.

bottom line and longevity can be seen in

on extremely low single-digit margins and will

and inferior. As mentioned, the customer will

defective rate of 1%.)

Alex:

Yes, and that’s our goal. We formally survey, through third party, our entire wireless dealer do whatever it takes to refuse a return. In fact, a common situation where a complaining community every year and ask for feedback. What can we do better? What communication most ourhas clients embrace factthere that is our customer requires a ‘re-repair’ previous tools workto fora you? The reality is while not of much changed in thatthe world evolution. A lot of them are working in a real time environment and they’re focused on the deal du jour, company offers hassle-free returns on defective repair of the phone again once it is noticed but they also know that if they don’t have product they can’t make money. They’re sensitized (We proudly an happen. industry-low that the parts previously used to that andare wedefective try to be prepared as products. we can to make sure thatboast doesn’t WDM: Is there anythingLCD else independent wireless retailers should know about Ingram Micro Mobility? usually notice that the new screen’s is

not as bright as the original screen, the screen

our customers know, a reality the phone Looking at reverse logistics as a profitAs center versus a cost center is very of important, they already. Through developing the right tools to doesn’t fit flush, and/all need to recognize that if they don’t repair business is that by spending a couple self-serve, or a combination of engaging a third party like Ingram Micro Mobility are absolutely or the digitizer has more on high quality the things they should be evaluating, so on the topicdollars of reverse logistics I think what you are doing with focusing on the Wireless Repair EPXO are spot-on. dead spots. “AAA Grade” parts, your Alex:

bottom linesure willretailers We touched on pre-holiday sales, and other peak selling times; I think making are aligned with their distribution partner is a big win whether they’re one or two stores, The technician will have to actually increase or fifty to a hundred stores.

replace the part in hopes

because you The way retailers do that can take on a lot of different forms, but two-way collaboration that the next screen he will avoid the communication is critical to ensure best preparedness, to optimize selling seasons. installs does not have the issues described We touched on what Ingram Micro Mobility is today compared to BrightPoint yesterday. same issues. Alternatively, We’ve got a much bigger balance sheet and access to many more assets;above. but it Keep hasn’tin the technician may be changed the way we engage with our channel partners, especially the independent wireless mind that many Without that channel our business would be significantly less relevant in the only successful in fightingretailer. off suppliers, either industry that we as Ingram Micro Mobility serve. the need to ‘re-repair’ the intentionally or device, thus, leaving the WDM: Sounds like, even though you are now Ingram Micro Mobility — a much bigger company, through lack of customer frustrated, you unhappy haven’t lost the BrightPoint human touch, the secret sauce that made BrightPoint so knowledge, claim special and ultimately resulting in apreviously. that their screens bad experience Alex:that customers That’s exactly right. I wear a suit to work every day, but under my dress shirt is a BrightPoint t-shirt!AI poor think reputation that’s true with n of a certain grade, but tells everyone they know. for many people in our offices. are terrible service and inferior parts that your shop provided will keep you from future business. If the technician decides to re-repair the phone

when tested against the grading system we

compiled above, they often fall below their claimed grade. It is crucial that a repair shop

and change the screen for the second time, they

that desires longevity only use parts that they

also lose; the shop loses time and also potentially

will be proud to stand behind.

loses the cost of the first part installed. For more information about Quality Repair Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

154


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How ScrewMat became one of the most popular mobile device repair tools ever. By Tony Baker

Mobile device repair still requires skill and attention to detail. Even the most advanced technician is forced to organize the disassembly process. It’s just too easy to misplace and drop tiny screws that need to find their way back into a device. The latest tablets, phablets and phones are held together with several pin-sized screws. This, of course, enables the sleek look and hightech feel people love to see and experience with their devices. While we appreciate the engineering of these sleek devices, when it’s time to repair them it can be difficult, if not impossible to stay organized without a map or plan. ScrewMat ™ offers exactly that: a simple, easy to follow magnetic sheet with a picture of specific devices that illustrate and highlight the screw and small part locations for easy placement and perfect organization. It has improved organization and efficiency, reduced unnecessary stress, and allowed

both technicians and D.I.Y. consumers to keep track of every screw and small part required to remove while repairing a phone. Anyone who has attempted to repair iPhones and Androids know just how many tiny pieces are involved. A modern day cell phone technician will have to remove between 10 and 40 screws to get into a device, depending on the device and the component that needs repair. The iPhone, for example, utilizes multiple types of screws like Pentalobe, Flat and Phillip style screws. Getting them out is not particularly difficult, but organizing the variety of screws during the repair is an entirely different story. Lost screws and phone components can slow a repair job down or keep you from feeling the assembly was a complete success. The guys at ScrewMat, however, have come up with a ingenious solution for these all too common problems.

“ The ScrewMat is a magnetic illustrated guide. Each guide is color-coded to keep each part orderly during disassembly and reassembly.” 00 157


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158 00


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The ScrewMat is a magnetic illustrated guide. Each guide is color-coded to

keep each part orderly during disassembly and reassembly. When you take a screw out, you simply place it on the adjacent spot on the ScrewMat. The

magnetic sheet holds the screws and small parts from sliding around until you are ready to put the device back together. ScrewMat has customized

more than 20 different designs for the hottest and most difficult models to repair. ScrewMat has a model available for every iPhone, IPad, and iPod including several different Android phones, most notably the Samsung Galaxy line.

ScrewMat is currently creating new models to further assist the efficiency of repairs done by a growing number of businesses trying to teach and

grow their expertise in the repair industry. Each ScrewMat goes through

rigorous design and testing before being released to the public to ensure each ScrewMat is trustworthy to lead technicians down the right repair path.

The ScrewMat was invented and developed by Phone Doctors. Phone Doctors is a mobile device repair company

headquartered in Tulsa, Oklahoma. For 10 years Phone Doctors has worked tirelessly to share their advancements and make phone repairs more simple, efficient and affordable for customers. Phone Doctors was born out of

necessity. Alex Iser, founder and CEO, recognized in 2004 that

the majority of cellphone users

broke or damaged their phones

prior to the end of their 2-year contract. Replacing an entire

handset out of contract was too expensive for many consumers. Since then, the team at Phone

Doctors has worked to develop tools, procedures and even

software that has continued to revolutionize the phone repair

business. ScrewMat was released in 2010. It is now available through over 25 authorized wholesale suppliers

and distributors worldwide. The ScrewMat ™ can be found through major retailers such as Amazon and eBay, as well as through ScrewMat.com.

00 159


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WDM PrODucT rEVIEW

On the Radar:

10 By WDM Staff

Companies making waves in wireless

Fourth quarter is upon us, can you hear the bells ringing already? As we prepare to plow through the most exciting quarter of 2014, what will your customers look for this season that beats last year’s signature gift? Innovation continues to open our sensory experience to the world in ways we didn’t even dream possible putting 3D design in our own hands, photo printing in our pocket, fitness monitors on our wrists, and GPS trackers on our pets. What will be the perfect gift this holiday season for the techie-enthusiast in your life who already has everything? – Or thought they had everything...

51

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Solarcomm Wireless is one of the largest

that they should get what they pay for, and

wholesale distributors of cellular

most importantly, Solarcomm recognizes

phones in the Southwest. They

the importance of creating

boast over 17 years of

and maintaining long-term

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AccessoryExportWholesale.com As smart phones become a crucial necessity of daily life, why limit yourself with just one over-priced case? You can now easily and affordably match your phone case with your daily outfits, whether it’s business attire or going on a night on the town. recognizing the need for affordable cell phone accessories, Will and Laura Land created Accessory Export, LLc in 2003, supplying the world with great cases for the right price. With over 10 years of dedicated service and quality products, Accessory Export, LLc created the EMPIrE® brand in 2011 and now proudly introduce the new 2015 Signature line of cases. These 9 beautifully designed and unique cases keep your smart phone protected with the durable Diamond Knit™ material. It’s the protection you need with the style to compliment your closet. So, stop sticking with the same boring case! Switch out your style with EMPIrE® Signature! Great case. right Price™.

Nothing Compares. Every business has its own unique success story, as does Mengtor Inc. Established in 2009, Mengtor is a wholesale distributor of cellphone parts that started off with just two guys; rising with the growth in the industry, gradually earning its name as one Nothing wireless Compares. of the most preeminent cell repair parts distributors. Mengtor houses largest selection of cellular Every business has its own unique success story,Today, as does Mengtor Inc. the Established in 2009, parts in the market from the top cellular brand Mengtor is a wholesale distributor of cellphone parts that started off with just two guys; rising names, expertly providing technicians the convenience with the growth in the wireless industry, gradually as source. one of the mostvalues preeminent ofearning dealing its withname a single Mengtor cell repair parts distributors. Today, Mengtor houses the largest selection of cellular parts in and recognizes the importance of time with which technicians must deal, which isthe whyconvenience they focus onofthe the market from the top cellular brand names, expertly providing technicians availability of the products, from the screw to dealing with a single source. Mengtor values and recognizes the importance of timetiniest with which the most complex, hard-to-find part - Mengtor has it. technicians must deal, which is why they focus onMengtor the availability the from the with tiniest strives to of stay onproducts, top, serving clients screw to the most complex, hard-to-find part - Mengtor has it. Mengtor strives to stay on top, great customer service, quality assurance and prices worth every penny. serving clients with great customer service, quality assurance and prices worth every penny.

Mengtor.com

Mengtor.com

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Overstock Wireless is the one of the mobile industry’s most complete auction platforms for mobile phones, tablets, data devices and accessories. With no bidding fees and daily auctions of various sizes, Overstock Wireless provides all registered users private access to exclusive product offers. All products listed are from PcS Wireless owned-inventory and have been consistently tested and processed according to objective criteria. Register, bid and start saving today. OverstockWireless.com

Your source for ALL GSM Mobile Phones V-Telecommunications Inc. was founded in May 2004 with a view to complementing the activities of other companies within the V-Telecommunications Inc. The founding Untitled-1 1 director of V-Telecommunications Inc has over 15 years industry experience in the telecoms industry, allowing the company to meet the current challenges of the marketplace. • core products include: • OEM NO lock or logo GSM Mobile Phones Products • Network Operator GSM Mobile Phones Products • refurbished GSM Mobile Phones products • Mobile Accessories and related products All of V-Telecommunications Inc. phones are run through their quality control team before they are put into inventory. They specialize in the distribution of new and refurbished phones such as SAMSuNG, LG, APPLE, BLAcKErrY, MOTOrOLA, SONYErIcSSON, HuAWEI, ALcATEL, PANTEcH and more. V-Telecommunications Inc. carry a variety of GSM mobile phones, products for wholesale, retail store distribution & E-commerce. currently serving over 30 states with over 500 active accounts, as well as exporting to Asia, Latin and central America Market.

For inquiries or any further

information please contact (718) 788-4250.

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by Laurette Veres

Choosing the Right Phone Repair Parts Supplier: RecommeRce How to Make the Right Choice and the Harsh the new ecommerce Consequences of Failing to do so

K

eeping up with tech is tough. Enough new consumer electronics hit the market each year that, when considering By Jamil Hindi, president and founder of Q ualit y Repair Par ts the choices, you ask, “Isn’t there an app for this?” You’re not alone in your confusion. Like most other consumers, you’re in a race to stay up on new product releases. And you’re losing — losing time, losing money.

This article is directed at informing The ‘Un-official’ Grading System those currently in, or There are away varietybusiness of different quality screens out ... reCommerce is considering here ... It’s changing the is done. entering the growing phone repair in the marketplace that a repair shop can choose to industr y about the variety of avenues use to perform their repairs. Below is a compilation, in which a repair shop owner may an profiting unofficial however, accurate, list of the various Good thing, then, that reCommerce is here. It may not be all from this emerging industry. Demand is an app, butin it’s obtaining a solution. It’s changing way business so great for this revolutionary market solution that pursue repairthe parts. qualities available and the attributes that they possess: is done. ReCommerce flips the script on your relationship The article will briefly to tech by helping you getintroduce money forthe old grading devices for purchaseintoward Think of it as trading up or I system whichnew. parts are classified by quality. trading in. will then dive into the many different routes that the vast majority repair shops pursue in obtaining ReCommerce Wins

the Consumers their Future parts andfor explain why not using the highest-

ReCommerce redefines what it means to consume grade parts serves an injustice to your customergoods. and In 2012, eBay reported that over 112 million users poses devastating effects to your business. Given around the world participated in and benefited from the the fact that industry. the mostThis popular performed reCommerce globalrepair secondary market amounts to an impressive 500 billion dollars. Consumers by technicians is a screen repair and screens will across the world can now turn to this innovative industry constitute the majority of a repair shop’s inventory in and market solution thanks to the trend gaining popularity terms dollarsretail invested, amongof national chains.this article will specifically focus on replacement screens, which consists of a The world’s highest-profile havecomponents. embraced combination of the LCD companies and digitizer reCommerce. National retailers such as Walmart, Best Buy, Target, Staples, and Waste Management are

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online-only reCommerce sites such as Gazelle, uSell, and Glyde are thriving despite not having any physical locations or face-to-face interaction consumers. The “B Grade” Screenwith - Quite arguably So great is consumer trust in these companies that people the lowest quality screen available in the mail in their valuable devices in hopes of realizing the market. This grade often has a defective estimates they were quoted online. rate of roughly 60%. Defects for Grade B screens

The reCommerce is keeping with the include: multipleindustry dead spots on thepace digitizer, stress latest technological developments in consumer marks, severe discoloration and dead pixels on the electronics that fuel demand for its services. New players LCD. With most B gradewith screens, will notice in the industry are emerging a dualyou approach of both online presence and NextWorth and that the screens dophysical not fit locations. flush on the device as the Sourcely.com as two examples of a market-changing original partstand did. You will also notice on B Grade combination of online and in-store transactions. Target screens that the LCD brightness is incredibly low. is a national drop of center for the buyback program It wouldbybeNextWorth, similar to going to youris phones settings powered and Sourcely on a mission to equip any brickthe & mortar retailer and decreasing brightness by across 75%. the world with technology to engage their customers in reCommerce.


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A History ofThe Innovation and Excellence “A Grade” Screen - Slightly Forrester Researchbetter Chief than Executive George Grade B, theColony Gradefirst A coined the term reCommerce in 2005. Colony referred screens often have a defective rate to reCommerce as a solution to shelf-life issues of of about 25%. Defects on Grade consumer electronics because of the rapid updates in A product functions. refers screens features include:and isolated deadReCommerce spots on thenow digitizer, to the market practice of selling back obsolete or dead pixels and severe blue and yellow blemish spots undesirable products to a vendor. ReCommerce simply on thethat LCD. You waste may also notice that many of the means today’s is tomorrow’s future profits. screens in the Grade A category do not fit flush on The trend has so popular the device as proven the original part that did. market analysts are exploring the psychology behind it.

flock to where cantoday’s obtainhottest the cheapest parts. In The future is in they reusing electronics. ReCommerce allows consumers and retailers to embrace fact, virtually all of our customers were buying from this trend with ease. n such high volume retailers prior to partnering with us. However, new entrants to the industry, as well as the

Thefor “AA Grade” ReCommerce offers the perfect answer consumers continuously looking to own the latest product. Screen - This is the Americans, themselves a sizable market share, change most commonly their smartphones every 22 months. That’s why retailers soldcan screen are also embracing reCommerce. They offer on eBay, customers a discount onhigh-volume the sale of newonline products while Amazon or any other retailer profiting from the resale of the trade goods. Together (This grade of screen is further discussed in the next these consumer and vendor behaviors are fueling the section of this article). The Grade AA screens have steady growth of the reCommerce industry. It’s no a defective of 12% or The noticeable surprise thatrate reCommerce is more. currently themost fastest growing sector of the eCommerce industry. defect on Grade AA screens is in the quality of the

more versed repair shops still continue to purchase

LCD. Grade AA screens have a noticeable blue or

We have heard acountless stories from ourmust clients on Describes class of consumers who have whatever is deemed best and latest. This how the use of product parts obtained from high-volume class basically hops from one trend to the next. retailers severely tarnished their businesses because

ReCommerce Unites Global Markets

yellow tint. of doing the screens this categorybeing will What are theMany retailers with allinthe inventory traded? Where, inflush other onto words, dodevice. the devices end up? not fit perfectly the Most devices being traded today end up in two places: overseas in emerging markets or parted out for phones in the United States. This represents a larger trend in consumer and market relations. Many retailers are turning to reverse logistics to quickly offload excess or unwanted inventory while The “AAA Grade” The highestthis quality maintaining healthy Screen returns.-Traditionally inventory was re-sold inscreen stores or on suchispopular online replacement available the AAA grade quality. marketplaces as eBay and Craigslist. This quality is usually flawless with no dead spots, dead pixels or discoloration on the LCD. The brightness But with operators wanting a faster way of moving of the LCD comparable to sale an original OEM part. products and is eBay banning the of bad IMEI (International Stationflush Equipment Identity)This These screensMobile fit perfectly on the device. and iCloud-locked devices, operators are gladly turning grade has a low defective rate of about 1-2%. to reverse logistics as an effective market solution.

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Reverse logistics proven a success because The Issue With has Parts fromsuch High-Volume Retailers it moves goods from their usual final destination to Without a doubt most parts used in the industry buyers in emerging markets for the purpose of capturing by repair shops through maximum value. are Theobtained process also allowshigh-volume the continual application of market even after the product has retailers such as eBayresearch and Amazon. These are been sold, effectively minimizing losses and maximizing typically the “AA Grade” screens that we explored financial investment. above. The reason is quite elementary. Businesses will

through high-volume retailers. Their mindset is that

lower Consumer priced parts equates to higher profitreport margins. BehavIor Although this equation is generally true, it is far from

trendwatching.com released a report outlining three main consumer behaviors approach does not take into consideration the massive behind the reCommerce industry. complete. The “lower part cost = higher margins”

hits that a repair shop’s bottom line takes due to the use of such inferior parts. Let’s explore why.

Nextism

of the bad reputation that their shops received as

Statusphere

a result from using these parts. This makes sense Describes consumers whose status is defined by given the fact that many repair shops rely heavily their shrewdness in acquiring the latest device on word-of-mouth upon release. references for future business. Additionally, many customers seeking to repair

Excusumption

their phones read online reviews of repair shops and reviews that criticize a shop on use the reCommerce basis of theirasuse Describes consumers who an excuse to buy guilt-free branded premium of lower quality parts. Poor reputations is very items. hard to ReCommerce created a marketplace where such overcome. items can be sold for a price deemed reasonable by these consumers. Another instance in which the use of non-“AAA Grade” parts obtained through high-volume retailers


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by WDM Staff

The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate

by repair shops are obtained through high-volume

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

Unirex LaUnches

such high volume retailers prior to partnering with us. the device as the original part did. high speed Memory Products However, new entrants to the industry, as well as the

F

The “AA Grade”

more versed repair shops still continue to purchase

Screen - This is the

through high-volume retailers. Their mindset is that

most commonly

lower priced parts equates to higher profit margins.

sold screen on eBay,

Although this equation is generally true, it is far from

or thirty years Unirex Corporation has been a part of the consumer electronics complete. The “lower part cost = higher margins” Amazon or any other high-volume online retailer industry. Located in Vernon, CA, Unirex Corporation’s motto is to deliver quality approach does not take into consideration the massive (This grade of screen is further discussed in the next products and to maintain inventories on hand, for prompt dispatch and delivery. section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes due to the

a defective rate of 12% or more. The most noticeable

use of such inferior parts. Let’s explore why.

As the technological age progresses, Unirex who has deep defect on Grade AA screens is in the quality of the roots in the audio and video space, has now added a full We have heard countless stories from our clients on LCD. Grade AA screens have a noticeable blue or line of memory products to their lineup. Unirex will debut how the use of parts obtained from high-volume yellow tint. Many of the screens in this category will its first exhibition during CTIA2014™ Super Mobility retailers severely tarnished their businesses because not fit perfectly flush onto the device. Week at the Sands Convention Center in Las Vegas this of the bad reputation that their shops received as September and will proudly introduce their memory a result from using these parts. This makes sense line of products to the wireless community. given the fact that many repair shops rely heavily

on word-of-mouth references for future business. Established 1985,Screen “we have comehighest a long way since The “AAA in Grade” - The quality magnetic media, and I mean humanity as a whole” replacement screen available is the AAA grade quality. says Mr. Bijan Neman Director of Marketing at This quality is usually flawless with in noproviding dead spots, dead Unirex Corp. “However we take pride the consumer with the tools thatLCD. they require whether pixels or discoloration on the The brightness for work or leisure.” of the LCD is comparable to an original OEM part. TheseUnirex screens fit perfectly flush on device. in This “The philosophy is founded onthe excellence customer That begins with prompt1-2%. and on-time grade hasservice. a low defective rate of about

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Additionally, many customers seeking to repair delivery. It alsoread online reviews of repair shops and their phones encompasses reviews that criticize a shop on the basis of their use seamless and of lower quality parts. attentive care from our Poor reputations is very hard to staff of professionals, from the time the order overcome. is placed until the product is delivered.” When we asked Mr. Neman about competitiveness in pricing, he replied, Another instance the use of non-“AAA “what is of value toin us,which is the relationships that we establishparts with obtained our clients. Maintaining competitive Grade” through high-volume retailers

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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

customer requires a ‘re-repair’ to a previous pricing for our products repair of the phone again once it is noticed is an essential part of that the parts previously used defective that; are however, we never compromise the and inferior. As mentioned, the customerquality will of our product or our usually notice that the new screen’s LCD is customer service, not as bright as the original screen, thepricing.” screen to gain lower doesn’t fit flush, and/ Among the products or the digitizer has that Unirex will be exhibiting during Super Mobility dead spots. Week are Micro SD and SD Cards. A variety of adaptors to convert the Micro SD/SD format for use with computers and tablets and an array of The technician willsmartphones, have to flash drives, and some that can be considered as fashion replace the part in hopes accessories! All in the full scale of the various that the he capacities, fromnext 4 to screen 128 gigabytes. They installs will alsodoes feature to the notnew have the lineup,a full line of UHS1 same issues. Alternatively, (Ultra high speed SD products). the technician may be successfuloptions in fighting The packaging that off Unirexthe offers from smallthe needrange to ‘re-repair’ (4”X4.5”), to medium (5”X7”), device, thus, leaving the which helps reduce shrinkage, customer frustrated, unhappy and ultimately resulting in a bad experience that customers tells everyone they know. A poor reputation for terrible service and inferior parts that your shop provided will keep you from future business. If the technician decides to re-repair the phone

most of our clients embrace the fact that our to club (8.5”X11”) sizes. The package designs are modern, company offers hassle-free returns on defective coherent, and attractive. What is also very interesting is products. (Weentire proudly industry-low that nearly the rangeboast of theanproducts are available indefective the various packaging options, and at minimal lead rate of 1%.) times. Unirex Corporation displays a thorough product line with their customers’ needs in mind to maximize As our customers know, a reality of the phone their profitability. repair business is that by spending a couple In our discussion with the Unirex management team, the dollars more on high quality consensus is that Unirex Corporation is very comfortable “AAA Grade” parts,Mr. yourGeorge in the consumer electronics industry. To quote Demirchyan, a Unirex sales associate: bottom“Everyone line will here feels at home in this arena. We are all very excited about the actually increase technological advancements and the opportunity to apply because you our expertise in this new direction.” n will avoid the issues described above. Keep in mind that many suppliers, either intentionally or through lack of knowledge, claim that their screens are of a certain grade, but when tested against the grading system we compiled above, they often fall below their claimed grade. It is crucial that a repair shop

and change the screen for the second time, they

that desires longevity only use parts that they

also lose; the shop loses time and also potentially

will be proud to stand behind.

We warmly welcome Unirex Corporation to their first exhibition during CTIA2014™ loses the cost of the first part installed. Super Mobility Week. Wishing them much success as they cross over into the wireless community. For more information about Quality Repair

For more or email unirex@unirex.net Parts or the contents of this article please visit Returning parts to sellers fromabout theseUnirex, high- visit www.unirexmemory.com volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

Visit Unirex at Booth #3470

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WDM PRODuct ReVIeW

By WDM Staff Fourth quarter is upon us, can you hear the bells ringing already? As we prepare to plow through the most exciting quarter of 2014, what will your customers look for this season that beats last year’s signature gift? Innovation continues to open our sensory experience to the world in ways we didn’t even dream possible putting 3D design in our own hands, photo printing in our pocket, fitness monitors on our wrists, and GPS trackers on our pets. What will be the perfect gift this holiday season for the techie-enthusiast in your life who already has everything? – Or thought they had everything...

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Oculus Rift’s latest prototype features positional tracking, an OLED screen and kills motion blur Oculus VR has taken a huge leap forward, eliminating the stomach-churning motion blur that has plagued previous generations of VR headsets, and adding sensors and a camera to track the position of both your head and body and provide more accurate simulated movement. With the Rift, Oculus has created a device that may usher in in an era of truly immersive gaming and entertainment, and even create new opportunities for businesses to use virtual reality in everything from manufacturing to medical environments. -- Marc Perton, Executive Editor CES

Intel Smart Wireless Charging Bowl Say goodbye to tangled cords and hello to the best charging invention around! Finally, someone noticed the fumbling and frustration that comes with handling a mess of cords for various devices. Simply set a tablet, phone or wireless accessory into the 10 inch diameter bowl and charging begins.

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Mophie Space Pack Where have you been all my life Space Pack? With the chance to get thousands of songs and tens of thousands of photos more with this mobile assistant. this super hero case has a built-in battery that touts double battery life, and storage available in 16 or 32 GB versions for iPhones. Videos, pics and files can be stored locally within the case instead of using space on your phone.

LG Lifeband Touch Fitness fanatics rejoice! the LG Lifeband touch is a swipeable wristband that will track and display how many calories you are burning and notifies you of incoming calls with vibrations. this device is versatile enough to support both iOS and Android phones, and it can even sync with some thirdparty fitness apps.

BluCase Earbuds Case the Blucase “universal” lightweight, durable and water-resistant earbuds carrying case is available in several colors and can be custom made to fit any design, pattern, or logo. Place the earbuds inside and wind the cord around the retainer space like a “YO YO” and simply push the case closed. equipped with a built-in belt clip that easily attaches to purses, gym bags or backpacks. Never worry about pulling tangled or broken earbuds or earphones out of your pocket or purse again! the best way to carry around earbuds and earphones is in a Blucase protective case. 177


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Wobbleworks 3Doodler 3D Printing Pen You may never want to leave the house again with this fun and unique new gadget! Simply draw in the air and voila, your drawing becomes reality‌ in plastic. there are five nozzles that each produce their own outcome. With only your imagination to limit you, this freestyle fun will revolutionize your freetime.

iPro Lens System If the only complaint you have about your iPhone, Galaxy S4, or iPad Mini is that the camera leaves much to be desired, then you need look no further than the iPro lens system. contained within a pocket sized lens case are varied lenses to meet all of your photographing needs. each lense simply twists to attach, so you will feel fine about leaving your clunky camera at home.

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LG Pocket Photo Smart Mobile Printer LG is relying on inkless technology with its new and amazing pocket sized printer. the mobile printer works by using a heat process to produce superior quality photos. thankfully compatible with Android and iOS smartphones, this is the lightest portable printing device available.

Rhino Shields Rhino Shield has developed a self adhesive, clear protective shield for iPhones that are impact and scratch resistant. Your device will take on superhero characteristics as it becomes almost indestructible. Rest well, your phone is now safe.

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Misfit Wearable Shine What a fresh take on wearable fitness devices, the Misfit Shine is a gadget that keeps style in mind. the device is versatile enough to be worn as a pendant, bracelet, necklace or armband and syncs with iOS systems to track fitness stats. You can even share data with friends and invite them to compete with your best stats.

Micro 3D Printer If you can dream it, then you can print it with the Micro 3D printer. this incredible gadget is meant to bring 3D printing to the masses. You will no longer experience the limitations of living in a 2D tech world.

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360Fly Camera Small and portable, the 360Fly camera films in 360 degrees horizontally, and 240 degrees vertically. this gadget will easily capture the the world around you, and make it simple to share your flicks using Android or iOS. easily attaches to helmets, bikes,and more.

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In1Case If carrying a pocket knife seems bulky or impractical, then the n1case may be just what you have been looking for. With hidden slots in the hard case, you can have access to pens, phillips and flathead screwdrivers, scissors, and more. Your smartphone has never been so handy.

HereO Function and fashion combine to provide an easy way to check up on your kids. Not every moment, of course, but just when the situation arises. Your adolescent can practice telling and keeping track of time, while you can easily keep track of them. Any family member with a smartphone can sync with the family location map. Water resistant and intended for daily wear for up to 50 hours between charges.

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Livescribe Echo Smart Pen This is by far the smartest pen available!! This handy gadget has storage to host 400-800 hours of audio, which can be recorded while simultaneously writing. But even better is that this pen can save the written notes for later transferring to a device.

BEDDIT WHILE YOU WERE SLEEPING BEDDIT TRACKS: Total sleep time - Sleep cycles; Deep and light sleep duration Awake Times

- Heart rate - Ambient sound, snoring

NexStar Evolution 8 “This robotic WiFi telescope is the coolest app-cessory in the galaxy” - WIRED.COM Celestron’s signature telescopes reach a new level with NexStar Evolution 8, the first Schmidt-Cassegrain telescope with integrated WiFi. Locate all the best celestial objects and center them in the telescope’s eyepiece with a tap of your smartphone or tablet. Connect your device to NexStar Evolution’s built-in wireless network, and explore the universe with the Celestron mobile app for iOS and Android. Use the planetarium interface to view the night sky in real time or display a list of celestial objects currently visible based on your time and location. Our proprietary SkyAlign alignment procedure is built right into the Celestron mobile app, so you’re ready to observe within minutes.

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Withings Pulse O2 Monitor Android and iOS compatible, this wearable device will accommodate any level of fitness and lifestyle. the Withings Pulse O2 works to record number of steps taken, elevation climbed and calories burned. But at night is when the most attractive traits can be relied on, as this will monitor sleep cycles, and measures your blood oxygen and heart rate. Information provided will help you get to know yourself better.

SleepPhones If you have ever struggled to fall asleep or go to bed in different locations due to traveling, Imagine the difference this gadget could make, SleepPhones boast headphones in a snugly fitting cozy headband. choose from your own relaxing audio to help reduce noises and start resting.

Nike TR1 Pressure sensors and accelerometers serve to measure every movement that happens while wearing the Nike tR1 shoes. A remarkable 40 hours of use with one charge. Sync with apps to track performance, share workouts with friends, and ensure proper foot positioning for optimal health.

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TomTom Multi-Sport Cardio this clever device goes beyond just monitoring vitals and wants to push you to improve your fitness. this acts like more of like a personal trainer that tags along with you everywhere. In addition to the typical heart rate monitor, this training partner helps you train more efficiently by relying on screen graphics and three individual training modes.

Parrot Mini Drone Now you can annoy your neighbors like never before! use your iOS or Android device to control this small drone. Device managed controls are intuitive and simple for most to use. the tiny drone is sure to provide hours of mischevious fun.

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Expo Notes the Ring is true to is name, a silver ring meant to fit your index finger. though this jewelry connects to your iOS or Android smartphone and enables a simple wave to communicate a host of information. even trace the letters in the air to compose a text. You will be alerted of incoming media and can flick your finger to turn on appliances or enable mobile payments.

Speck exclusive Horn Design

Amplified Sound Out

Sound In

CandyShell Amped Music lovers it is your lucky day! candyShell Amped believes in getting loud, and this handy case more than doubles the iPhone speaker sound. No need to bring even the most portable speaker with this carefully crafted sound amplifying case, it will blow you away.

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Samsung Gear 2 Neo Samsung has developed their own interpretation of a wearable, with their take on a vitals measuring smartwatch. the Neo is lightweight, has changeable bands and can be used to make and receive calls and texts without relying on your smartphone. this smart watch is resistant to dust and water and brings your music along for wireless enjoyment.

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LG GFLEX LG has released a curved screen smartphone, that can sustain a little bending. But the most awe inspiring feature is that the LG G Flex has a selfhealing back panel that will automatically repair minor scratches and cuts on the back, the future has arrived.

Adidas MiCoach Smart Soccer Ball though you already missed competing in the World cup, you can always star t brushing up on your skills for next year. Developed with sensors throughout, this ball connects to your iPhone and repor ts details and makes suggestions to improve your kick, spin and foot plant.

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Choosing the Right Phone Repair Parts Supplier: How to Make the Right Choice and the Harsh Consequences of Failing to do so

By Jamil Hindi, president and founder of Q ualit y Repair Par ts

This article is directed at informing those currently in, or considering entering the growing phone repair industr y about the variety of avenues in which a repair shop owner may pursue in obtaining repair parts. The article will briefly introduce the grading system in which parts are classified by quality. I will then dive into the many different routes that the vast majority repair shops pursue in obtaining their parts and explain why not using the highestgrade parts serves an injustice to your customer and poses devastating effects to your business. Given the fact that the most popular repair performed by technicians is a screen repair and screens will constitute the majority of a repair shop’s inventory in terms of dollars invested, this article will specifically focus on replacement screens, which consists of a combination of the LCD and digitizer components.

191

The ‘Un-official’ Grading System

There are a variety of different quality screens out in the marketplace that a repair shop can choose to use to perform their repairs. Below is a compilation, an unofficial however, accurate, list of the various qualities available and the attributes that they possess: The “B Grade” Screen - Quite arguably the lowest quality screen available in the market. This grade often has a defective rate of roughly 60%. Defects for Grade B screens include: multiple dead spots on the digitizer, stress marks, severe discoloration and dead pixels on the LCD. With most B grade screens, you will notice that the screens do not fit flush on the device as the original part did. You will also notice on B Grade screens that the LCD brightness is incredibly low. It would be similar to going to your phones settings and decreasing the brightness by 75%.


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The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate

by repair shops are obtained through high-volume

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

the device as the original part did.

such high volume retailers prior to partnering with us. However, new entrants to the industry, as well as the

The “AA Grade”

more versed repair shops still continue to purchase

Screen - This is the

through high-volume retailers. Their mindset is that

most commonly

lower priced parts equates to higher profit margins.

sold screen on eBay,

Although this equation is generally true, it is far from

Amazon or any other high-volume online retailer

complete. The “lower part cost = higher margins”

(This grade of screen is further discussed in the next

approach does not take into consideration the massive

section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes due to the

a defective rate of 12% or more. The most noticeable

use of such inferior parts. Let’s explore why.

defect on Grade AA screens is in the quality of the LCD. Grade AA screens have a noticeable blue or

We have heard countless stories from our clients on

yellow tint. Many of the screens in this category will

how the use of parts obtained from high-volume

not fit perfectly flush onto the device.

retailers severely tarnished their businesses because of the bad reputation that their shops received as a result from using these parts. This makes sense given the fact that many repair shops rely heavily on word-of-mouth references for future business. Additionally, many customers seeking to repair

The “AAA Grade” Screen - The highest quality

their phones read online reviews of repair shops and

replacement screen available is the AAA grade quality.

reviews that criticize a shop on the basis of their use

This quality is usually flawless with no dead spots, dead

of lower quality parts. Poor reputations is very hard to

pixels or discoloration on the LCD. The brightness

overcome.

of the LCD is comparable to an original OEM part.

83 193

These screens fit perfectly flush on the device. This

Another instance in which the use of non-“AAA

grade has a low defective rate of about 1-2%.

Grade” parts obtained through high-volume retailers


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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining

do whatever it takes to refuse a return. In fact,

customer requires a ‘re-repair’ to a previous

most of our clients embrace the fact that our

repair of the phone again once it is noticed

company offers hassle-free returns on defective

that the parts previously used are defective

products. (We proudly boast an industry-low

and inferior. As mentioned, the customer will

defective rate of 1%.)

usually notice that the new screen’s LCD is not as bright as the original screen, the screen

As our customers know, a reality of the phone

doesn’t fit flush, and/

repair business is that by spending a couple

or the digitizer has dead spots. The technician will have to

dollars more on high quality “AAA Grade” parts, your bottom line will actually increase

replace the part in hopes

because you

that the next screen he

will avoid the

installs does not have the

issues described

same issues. Alternatively,

above. Keep in

the technician may be

mind that many

successful in fighting off the need to ‘re-repair’ the device, thus, leaving the customer frustrated, unhappy and ultimately resulting in a bad experience that customers tells everyone they know. A poor reputation for terrible service and inferior parts that your shop provided will keep you from future business. If the technician decides to re-repair the phone

suppliers, either intentionally or through lack of knowledge, claim that their screens are of a certain grade, but when tested against the grading system we compiled above, they often fall below their claimed grade. It is crucial that a repair shop

and change the screen for the second time, they

that desires longevity only use parts that they

also lose; the shop loses time and also potentially

will be proud to stand behind.

loses the cost of the first part installed. For more information about Quality Repair Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

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Looq The World’s First Battery-free Extended Selfie Arm with Button The new Looq remote shutter appcessor y and app is the company ’s flagship development and makes taking self-portraits easier. No longer will travelers feel embarrassed asking strangers to take pictures, or worr y that a stranger may run off with their pricey smartphone. Looq is the world’s first, batter y-free shutter pole extending from just 5.5 inches to 24 inches, allowing photographers to take perfect photos of themselves and a friend or two from almost any angle – and fit in a scenic background if desired. The plug-and-play pole’s sturdy design is capable of holding up to a dozen iPhone 5s’ on its end, ensuring that ever y phone is safe during photography sessions. And better yet, self-portrait takers ever ywhere will rejoice when they realize that there is a way around that awkward “selfie”arm found in most ever y smartphone, self-portrait picture because the photoshutter is activated by the push of a button on Looq’s handle. Photos can be taken one at a time or in a burst-mode when multiple photos are preferred. The Looq also includes a mirror to help frame photos when the rear-facing camera is being used. No more reaching, tilting or bending. Looq is the answer to these picture “imperfect ” problems. The easy-to-download app is available in the iTunes and Android stores and allows the shutter pole to connect with the phone for onestep self-photography. For more about Looq System products, visit looqsystem.com

99 00 195


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by DANIELLE CASSAGNOL

Choosing the Right Phone Repair Parts Supplier: How to Make the Right Choice and the Harsh Consequences of Failing to do so

SPECIAL WIRELESS DEALER MAGAZINE SNEAK PEEK: By Jamil Hindi, president and founder of Q ualit y Repair Par ts WINNING AT WIRELESS RETAIL GUIDE

This article is directed at informing The ‘Un-official’ Grading System those currently in, or considering There are a variety of different quality screens out Electronics Association has can released the to entering the growing phone repair he Consumer in the marketplace that a (CEA)® repair shop choose Winning at Wireless Retail Guide, a comprehensive guide which draws industr y about the variety of avenues use to perform their repairs. Below is a compilation, on the experience of CEA partners, vendors and retail owners to train in which a repair shop owner may management anand unofficial however, accurate, list ofCommissioned the various by employees at wireless businesses. CEA’s Wireless Division, the easy-to-read resource includes input pursue in obtaining repair parts. qualities available and the attributes thatfrom theyleading possess:

T

executives at Best Buy, Brightstar, Celluphone, The Retail Outsource, Retail The article will briefly introduce the grading Business Development, Verizon and more.

The “B Grade” Screen - Quite arguably system in which parts are classified by quality. I From basics to details, the Winning at Wireless Retail Guide is filled with realthe lowest quality screen available in the will then dive into the many different routes that world practices to create a knowledgeable team and sound wireless retail strategies market. This oftenishas a defective the vast majority repair shops pursue in obtaining and provide ways to add more to your bottom line.grade The guide organized into rate of roughly 60%. Defects for Grade B screens four different categories of insights and success stories: “Your Customer,” their parts and explain why not using the highest“Your Team,” “Your Store,” and “Your Business.” Broken easily-accessible include: multiple dead spots on into the digitizer, stress grade parts serves an injustice to your customer and tips and actionable articles, the guide can help you create the right approach for marks, severe discoloration and dead pixels on the poses devastating effects to your business. Given your customers, your team, your stores and your business’ success. LCD. With most B grade screens, you will notice the fact that the most popular repair performed The Winning Retail is now for download at theGuide screens do available not fit flush on the device as the by technicians is a screen repair and screens will at Wirelessthat CE.org/winningatwireless. Below, find a special, sneak peek of information just original part did. You will also notice on B Grade constitute the majority of a repair shop’s inventory in for Wireless Dealer Magazine from the “Your Business” section of the guide: screens that the LCD brightness is incredibly low. terms of dollars invested, this article will specifically focus on replacement screens, which consists of a combination of the LCD and digitizer components.

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It would be similar to going to your phones settings and decreasing the brightness by 75%.


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YOUR BUSINESS

The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate The idea of everything in this Winning at Wireless Retail of more aboutmoney 25%. in Defects on Grade A Guide is to help put the bottom line. The business is about the customer, teamon and thedigitizer, brand screens include: isolated deadthe spots the but is ultimately judgedblue by the Let’s jump into deadit pixels and severe andnumbers. yellow blemish spots some sample excerpts from the, “Your Business” section: on the LCD. You may also notice that many of the screens the Grade A category do nottofitFail flush on If YouinFail to Plan, You Plan

Sales do notasincrease, labor does the device the original part not did.find its appropriate level and inventory does not manage itself by wishing it. It takes a plan. The plan will change, but you must first The “AA Grade” have a plan. Screen - This is the Knowing the history of the store’s sales, and mostlabor, commonly inventory costs will allow you to forecast for the present sold screen on eBay, and prepare for growth realistically. Start with a high level Amazon or any other into high-volume onlineweekly retailer plan and break it down yearly, monthly, and daily plans. These plans should be reviewed daily and (This grade of screen is further discussed in the next changed as needed to meet needs. The goal is to manage section of this article). The Grade AA screens have the three largest variables — sales, labor, inventory. a defective rate of 12% or more. The most noticeable The Winning at Wireless Retail Guide provides more defect on Grade AA screens is in the quality of the helpful information within the guide on setting realistic LCD. Grade AA screens have a noticeable blue or goals and how to break them down by the day, as well yellow tint. Many of the screens in this category will as team member. not fit perfectly flush onto the device.

Leveraging Technology: The Point of Sale (POS) System

The technology in the customer’s hand is changing fast and so is the technology available to the business leader. Using the tools available can save money, time, and stress. POS systems are more than a calculator and cash drawer. They can receive inventory, releasing it with every sale. The “AAA Grade” Screen - The highest quality The physical inventory counts can be entered into the replacement screen is the grade quality. same system and crossavailable referenced withAAA the sales report.

The can then be researched. The same POS Thisdiscrepancies quality is usually flawless with no dead spots, dead system can track trends in accessories and devices to help pixels or discoloration on the LCD. The brightness forecast sales and labor. of the LCD is comparable to an original OEM part. The POS system also actflush as theontime calculate These screens fitcan perfectly theclock, device. This payroll and notify accounting departments of paycheck grade has a low defective rate of about 1-2%. and commission amounts. There is accounting technology,

199

by repair shops are obtained through high-volume some in the same POS system that will assist in handling retailers eBay and Amazon.You These bills, cashsuch flowas and P&L statements. mustare decide if accounting is a department you should tackle in addition typically the “AA Grade” screens that we explored to yourThe otherreason responsibilities, or perhaps hire someonewill or above. is quite elementary. Businesses outsource the role to focus on bigger tasks. The reports flock to where they can obtain the cheapest parts. In and technology can help make those decisions. fact, virtually all of our customers were buying from

Marketing such high volume retailers prior to partnering with us. There is no magic formula for marketing. Experiment However, new entrants to the industry, as well as the and record what works and then improve it. A good more versed repair still continue to purchase marketing plan looksshops at your store’s core audience in a 15-minute drive or walkretailers. from the Their front door. A senior through high-volume mindset is that citizen discount would not be effective in a college town. lower priced parts equates to higher profit margins. Know the customer, identify their needs, and offer Although this equation is generally true, it is far from them the best plan to match those needs and get their complete. Theand “lower partthe cost higher margins” attention. Plan budget year= for marketing and plan the details 60 to 120 days in advance. approach does not take into consideration the massive hits that a repair shop’s bottom line takes due to the There may be co-op marketing funds available for use suchTalk inferior parts.and Let’s explore the of asking. to carrier product repswhy. and see what money might be available. A co-sponsored marketing campaign or event is stillfrom advertising for on We have heard countless stories our clients the store. how the use of parts obtained from high-volume retailers tarnished their businesses because Radioseverely and Television

Radio and television adsthat cantheir be effective of the bad reputation shops depending received ason the area, but can also be quite expensive. Local cable television a result from using these parts. This makes sense can be more cost effective. The same ads can be broadcast given thatusing manysocial repair shops heavily acrossthe the fact Internet media andrely video sites, then linkword-of-mouth your updates andreferences in store adsfortofuture reference them. Use on business. QR codes to demonstrate on the devices in the store as Additionally, many customers seeking to repair part of the presentation. Announce to the local media an their phones read online reviews of repair shops and event or the store’s community involvement. A local news reviews a shop on theofbasis of their use story canthat be acriticize positive reinforcement the great things thelower store quality is doing.parts. Poor reputations is very hard to of overcome.

Traditional and Digital Marketing

Print advertising can be costly. Area newspapers reach a broad customer Look the at different outlets and Another instancebase. in which use of non-“AAA decide ifparts they obtained would be more effective. School papers Grade” through high-volume retailers and community newspapers have a lower cost, can more


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has a detrimental effect to the repair shops’

mind that the sellers of these parts are operating

bottom line and longevity can be seen in

on extremely low single-digit margins and will

a common situation where a complaining directly target your customers and show community customer requires a ‘re-repair’ to a previous involvement. Many apartment and townhouse complexes a welcome bundleonce in a newly leased repairplace of the phone again it is noticed or soldthat home. the parts previously used are defective

do whatever it takes to refuse a return. In fact,

and inferior. As mentioned, the customer will Direct mail can be effective when targeted. Target where usually notice that theand new screen’s LCD is and who gets the direct mail keep the message simple. Collect and record returnsscreen, to judge not as bright as the the original thethe screen effectiveness. Email lists can have the same result as doesn’t fit flush, and/ direct mail with much less cost and no licking stamps. or the digitizer Get email addresses in has the store and request email addresses the website. When emailing customers deadonspots. and potential customers, be sure the opt-out option is simple and easy to find. The technician will have to

defective rate of 1%.)

replace theWrite part in hopes Consider digital. blogs on your website to announce promotions, new products that the next screenand he community involvement. Use search engine optimization words and phrases to installs does not have the appear in Internet searches. The goal is to appear as close to thesame top ofissues. the listAlternatively, as possible. It is beneficial to pay to be the the first on the list. technician maySearch be “Samsung Repair” and hundreds of sites and blogs successful in fightingwill offappear. How far down is your store’s site? What can you do to get it higher? the need to ‘re-repair’ the The more often that phrase appears in the blog and thus, leavingyour the site becomes. The more on thedevice, website, the higher trafficcustomer your site gets, the higher your site will appear frustrated, unhappy on the list. and ultimately resulting in a bad experience that customers Loyalty and Referral Programs Loyalty programs arethey a wayknow. of saying thank you to tells everyone A poor reputation for your existing Get their email mailing terriblecustomers. service and inferior partsand that your shop information at the register and send promotions for provided will keep you from future business. If additional discounts, products and special VIP events. tolikely re-repair the phone They the feel technician appreciateddecides and more to become your store’sand advocate. programs, giving thetime, current changeReferral the screen for the second they customer a new accessory or money toward their monthly also lose; the shop loses time and also potentially bill, can bring new customers. loses the cost of the first part installed.

Coupons

Coupons can be created forsellers all types of discounts and Returning parts to from these highVIP services. Think outside of the normal. What will volume outlets is almost impossible. Keep in

most of our clients embrace the fact that our company offers hassle-free returns on defective products. (We proudly boast an industry-low

As our customers know, a reality of the phone repair business is that by spending a couple dollars more on high quality “AAA Grade” parts, your bottom line will get your community’s attention? A coupon for free actually increase training on their new device or redeemable for a donation to a community or school organization because you may be better than 20 percent off their purchase. With all will avoid thean promotions, they must be easy to understand with issues described expiration date.

Special Events

above. Keep in

mind that The goal is to get customers in the store and for many the team to sell. Creating and sponsoring events are great ways suppliers, either to build awareness of the store. Long term, these same intentionally or customers will return when they need a new phone, an through accessory or an add-on. Steal good ideas. lack Whatofkind of events have worked in your area? Take what claim worked best knowledge, and make it better. that their screens

Event Sales

are of a certain grade, but

Event canagainst differentiate you from the competitors. when sales tested the grading system we Look at the organized events in the community. Setting compiled above, they often fall below their up a booth with limited inventory, a computer, and an claimedhot grade. is crucial that astore. repair shop Internet spot It creates a portable Cases to keep their phone safe at the event and backup batteries that desires longevity only use parts that theyfor when their phone dies in the middle of their day out are will be proud to stand behind. great sales. Have a few power cords available and offer to charge people’s phones. There is the greeting. Now the team can build rapport and qualify any needs they might For more information about Quality Repair have. thecontents four walls,ofthe portable should PartsLike or the this articlestore please visitbe professional and inviting. Invest in a tent and table clothes www.QualityRepairParts.com.

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YOUR BUSINESS

The “A Grade” Screen - Slightly

The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate

by repair shops are obtained through high-volume

of about 25%. Defects on Grade A

retailers such as eBay and Amazon. These are

screens include: isolated dead spots on the digitizer,

typically the “AA Grade” screens that we explored

dead pixels and severe blue and yellow blemish spots

above. The reason is quite elementary. Businesses will

on the LCD. You may also notice that many of the

flock to where they can obtain the cheapest parts. In

screens in the Grade A category do not fit flush on

fact, virtually all of our customers were buying from

the device as the original part did.

such high volume retailers prior to partnering with us. However, new entrants to the industry, as well as the

The “AA Grade”

more versed repair shops still continue to purchase

Screen - This is the

through high-volume retailers. Their mindset is that

most commonly

lower priced parts equates to higher profit margins.

sold screen on eBay,

Although this equation is generally true, it is far from

Amazon or any other high-volume online retailer

complete. The “lower part cost = higher margins”

(This grade of screen is further discussed in the next

approach does not take into consideration the massive

section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes due to the

a defective of 12% or more. The most noticeable printed with rate the store’s name and logo. Use the same defecttooncreate Grade screens is inlocation the quality colors an AA extension of the the of the customer knows. LCD. Grade AA screens have a noticeable blue or

use such inferior Let’s why. Useof a “Notes” sectionparts. to record anyexplore anomalies to record for the next year. If there was a large event in front of the store, the heard sales and labor may have from been abnormally We have countless stories our clientshigh on and not what can be expected this year. If the road flooded how the use of parts obtained from high-volume and no one could get in or out of the parking lot, the sales retailers tarnished businesses would beseverely abnormally low. Youtheir would not want because to forecast sales using abnormalities. of the bad reputation that their shops received as

yellow tint. Many of the screens in this category will Examples of events in the community include: school not fit farmer’s perfectlymarkets, flush onto the device. events, tradeshows, marathon/race events or fundraising events. The Winning at Wireless Retail Guide provides additional examples and ideas.

Preparing a Forecast Gather all historical information for the store. Form a spreadsheet. Each category can have different spreadsheets. To get the simplicity of it, look at the top The “AAA Grade” Screen - The highest quality line sales to forecast what the sales and labor will be in replacement screen availableatisWireless the AAA grade quality. the near future. The Winning Retail Guide provides a forecasting worksheet work This quality is usually flawless to with nofrom. dead spots, dead pixels or discoloration on the LCD. The brightness When forecasting, look at the previous week and month. of themuch LCDmore is comparable to an original OEMthan part. How or less has the store been doing the These screens fitlook perfectly flush onhas thebeen device. This year before? Now how the store trending compared to the week before and the month before. grade has a low defective rate of about 1-2%. Are sales up or down?

201

a result from using these parts. This makes sense

Monitoring Inventory

given theinvestment fact that many repairwhich shopsvendors rely heavily Have an plan. Know will extend on word-of-mouth future business. credit and how muchreferences the budgetfor allows for inventory. Order more often to customers stay stockedseeking withoutto extending Additionally, many repair over the plan. Do not order based on one team member saying their phones read online reviews of repair shops and one customer asked about a product. Several requests reviews that criticize shoprequest on themay basis of their are worth looking into.aOne be worth theuse research ordering may notreputations be the right is decision for the of lower but quality parts. Poor very hard to store and the area. The store may not need to have every overcome. device on the market and every accessory for every device. Monitor and manage the assortment in the store. Another instance in which the use of non-“AAA Find more in obtained the Winning at Wireless Retail Guide, on Grade” parts through high-volume retailers vendor inventory strategies.


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has a detrimental effect to the repair shops’ bottom line and longevity can be seen in

P&L a common situation where a complaining

Most managers have plenty of experience reviewing and customer requires a ‘re-repair’ a previous completing a P&L statement, but it is to important for the repair of the phone it is noticedto team to understand what it again takes. once It is not necessary make that this public or have them review it, but a general the parts previously used are defective understanding of getting the store successful is needed. and inferior. As mentioned, the customer will It is simple to tell the team to watch security or usually notice thatright the lights new screen’s LCDbut is increase sales or turn the off at night, understanding operations themscreen, a partner the not as bright as themake original theinscreen well-being of the store. doesn’t fit flush, and/ the digitizer has Retail Guide, there is a sample In theorWinning at Wireless spots.and to compare with the one the store P&L dead for review currently uses. The guide also looks more in depth at forecasting, managing cash flow and setting a budget. The technician will have to replace the part in hopes Managing Carrier Commissions

Whenthat commissions are missing, the next screen he charge backs are counted against and incentives are not there, they add up installs does not have the to dollars out of your bottom line. It is important to keep same of issues. an account these.Alternatively, Know when the reports go to the theand technician beshould arrive. The carriers carriers when the may checks send commissions up to 90 successful in fightingdays, off and sometimes later, after they are reported. This makes it difficult to track the need to ‘re-repair’ the what is owed and the mistakes. The carriers make device, leaving the to search for them. mistakes, but thus, they are not going customer frustrated, unhappy There are companies that specialize in commission and ultimately resulting in a reconciliation to help businesses with subscription based badThe experience that customers services. carriers are a maze, how they want things tells the everyone A poor filed, how reportsthey read,know. and where the reputation money goes.for Theseterrible experts service on commission have specialized and inferior parts that in your shop translating that information and comparing it with provided will keep you from future business. If individual store’s reports. They file for commissions and technician decides specifications to re-repair the co-opthe dollars to each carrier’s the phone right way for theand right amount first time, find the mistakes the change thethe screen for the second time, they carriers make by comparing the reports and handle the also lose; the shop loses time and also potentially appeal process. This can add up on the bottom line each loses the cost of the first part installed. month.

PREVENTING CHARGEBACKS

mind that the sellers of these parts are operating

on extremely low single-digit margins and will A chargeback is money returned to a carrier or held from do whatever it takes to refuse a return. In fact, the retailer for broken contracts. It is a double loss. The mostloses of our embrace fact and thatthe ourcarrier store the clients cost of the phonethe subsidy company offers hassle-free onif defective commission. Sometimes it is a returns triple loss there is no chargeback for the individual team member’s commission. products. (We proudly boast an industry-low defective rate of 1%.) The best way to battle cancellations is to prevent them. Customers leave contracts due to regret of purchase — due toAsneed budget — know, or feeling they were misinformed ourorcustomers a reality of the phone or lied to. Prevent a cancellation before starting a purchase. repair business is that by spending a couple Present the right device, the right products and the right dollars on high Do quality plans to the customer at more the beginning. not sell the one with the highest commission or the highest value if “AAA Grade” parts, your it does not have the right value for the customer. They bottom line will will feel lied to and conned by another typical salesperson. actually Tell them everything attached to the phoneincrease and the bill. Explaining the bill, add-ons and government taxes will because you save the shock value. will avoid the issues described The customer does not see the government fees as different from the store’s fees. The store told them in $50, above. Keep now the store is requiring $75. The information at the mind that many beginning gets agreement, not a future shock and feeling of distrust. It is easy to get caught insuppliers, the buyingeither moment. Flashing lights, bells, whistles, a couple phone games, intentionally or and a sales rep talking about all the cool things it will through lackevery of day. do is hypnotizing. People make bad decisions knowledge, Decisions they do not need or cannot afford.claim Get agreement for the right device. Telling the customer that their screens a device is not the right one for them can build trust. If they of aUse certain grade, but still want to buy it, letare them. the “you said…” statements to emphasize thegrading right decision when tested against the systemfor wethem. Call the customer in the charge back timeframe to be sure compiled above, they often fall below their they still love their purchase, that it was everything they claimed grade.be. ItOffer is crucial that ahelp repair hoped it would additional andshop training for their device. Ask if there anything else they that new desires longevity only isuse parts that they might need and if there is anyone they may know who would will be proud to stand behind. benefit from having a similar device or plan. For more information about Quality Repair

Returning parts to sellers from these high-

Parts or the contents of this article please visit

volume outlets is almost impossible. Keep in

www.QualityRepairParts.com.

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The Issue With Parts from High-Volume Retailers

better than Grade B, the Grade A

Without a doubt most parts used in the industry

screens often have a defective rate

by repair shops are obtained through high-volume

What’s New?of about 25%. Defects on Grade A

New products are launched all the time and it is hard to screens include: isolated spots You on the digitizer, know which will be the nextdead superstar. are the retailer; you plan toblue be prepared for the wireless deadshould pixelshave andasevere and yellow blemish spots version this same frenzy. Onnotice rare occasion, there on the of LCD. You may also that many of will the be a line at a device’s launch, dozens of people camped screens in the Grade A category do not fit flush on outside the door waiting for a key to turn. But normally, it the device as the part did.that leads to popular doesn’t happen. Butoriginal a popular device accessories is realistic. There are ways to predict. Look for the marketing. What is being hyped by the media? Look The “AA Grade” through the trade magazines and see what devices keep Screenof-devices This istothe appearing. Manufacturers send thousands be reviewed by magazines, newspapers andcommonly Internet blogs. most This is not cheap. To spend that typesold of money, screen they on eBay, expect big things from it. Ask the manufacturer and Amazon or any other high-volume online retailer carrier reps what the next hero product is, what the (This grade of are screen furtherindiscussed in the devices are that beingispushed their training andnext sales incentives. areThe the ones they will push with section of this These article). Grade AA screens have advertising. Be sure to have those devices and the a defective rate of 12% or more. The most noticeable accessories to go with them. The customer will find it defect on Grade AAinscreens is inKnow the quality of the somewhere else if not your store. the launch dates. is not AA helpful to have theaphone cases for theor LCD.ItGrade screens have noticeable blue newest afterineveryone has them. yellow hero tint. product Many oftwo theweeks screens this category will Be prepared on day of launch to promote the device and not fit perfectly flush onto the device. the accessories to go with them. Sell down the devices and accessories that will be impacted by the new models. Use specials for the customers and spiffs to the team to get the impacted models off the shelf before the newest model gets to the shelves. Once the newest model arrives, it is more difficult to sell the back stock of the previous model, no matter how many or how few improvements are on Grade” the device. n - The highest quality Themade “AAA Screen replacement screen available is the AAA grade quality. This quality is usually flawless with no dead spots, dead pixels or discoloration on the LCD. The brightness of the LCD is comparable to an original OEM part. These screens fit perfectly flush on the device. This grade has a low defective rate of about 1-2%.

203

DOWNLOAD YOUR COPY

The “A Grade” Screen - Slightly

The full, Winning at Wireless Retail Guide provides expanded typically the “AA Grade” screens that we explored information in the “Your Business” above. The reason is quite elementary. Businesses will section and covers additional flock to where they can obtain the cheapest parts. In topics such as: retailers such as eBay and Amazon. These are

fact, virtually all of our customers were buying from

such high volume retailers prior to partnering with us. n

Influencing Sales

However, new entrants to the industry, as well as the

Benefits and Importance of Communicating the Goals through high-volume retailers. Their mindset is that n

more versed repair shops still continue to purchase

Planning lowern priced parts Labor equates to higher profit margins.

Although this equation is generally true, it is far from n Planning and Managing a Schedule complete. The “lower part cost = higher margins” n

Inventory

approach does not take into consideration the massive n

Subsidy Management

hits that a repair shop’s bottom line takes due to the n Counts use of such inferior parts. Let’s explore why. n

Ordering Just in Time

We have heard countless stories from our clients on n

Cash Flow

how the use of parts obtained from high-volume n

Budgets

retailers severely tarnished their businesses because n How Does the Carrier Seereceived You? as of the bad reputation that their shops

a result fromMore using these parts. This makes sense n And

given the fact that many repair shops rely heavily

on word-of-mouth references for future business. In addition to “Your Business, ” Additionally, many customers repair other sections of theseeking guide toinclude:

their“Your phonesCustomer, read online”reviews repair” shops “YourofTeam, and and

reviews that Store, criticize a shop basis of their use “Your ” as wellonastheadditional

of lower quality parts. Poor reputations is veryall hard to exercises and examples to bring overcome. of these

topics to life.

Another in which the use Retail of non-“AAA Theinstance Winning at Wireless Guide

Grade” parts available obtained through high-volumeat: retailers is now for download

CE.org/winningatwireless.


We also offer Sprint, Page Plus and AT&T phones.

HTC

Nokia

Motorola

iPhone

Samsung

Casio

LG

Please call or email our sales department for more information.

1.866.735.5746 • 480-945-3505 • Fax: 480.945.5531 Sales@Solarcomm.com • www.solarcomm.com

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by JONATHAN S. MARASHLIAN

FAIR WARNING

Choosing the Right Phone Repair Parts Supplier: To All Telecommunications Resellers How to Make the Right Choice and the Harsh FCC Enforcement No Longer the Exclusive Domain of the FCC; Outside Agencies and Agents Now Perform Much of the Dirty Work

Consequences of Failing to do so

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By Jamil Hindi, president and founder of Q ualit y Repair Par ts

ver the past several years, our firm has witnessed a major shift in the way the Federal Communications Commission’s (“FCC”) This article is directed at informing Enforcement Bureau: (A) uncovers possible those currently in, or considering violations of the Communications Act and FCC Rules and (B) develops evidentiary phone records used to trigger entering thethegrowing repair aindustr Notice of yInquiry and support eventual Notices of about the variety of avenues Apparent Liability for Forfeiture and other enforcement in which a repair shop owner may actions. Historically, FCC enforcement actions were pursuein in repair parts. initiated oneobtaining of two ways, either through an Enforcement Bureau initiated investigation on its own The article briefly motion or in will response to aintroduce complaint.the Ingrading recent years, however, Enforcement has increasingly system inthe which parts areBureau classified by quality. I relied upondive outside anddifferent governmental will then intoagencies the many routesagents that to “dig up” the proverbial “dirt.” The two primary the vast majority repair shops pursue in obtaining excavators are Team Telecom and the Universal Service their parts andCompany explain why not using the highestAdministrative (“USAC”). grade parts serves an injustice to your customer and We believe that industry awareness of this developing poses devastating effects to your business. Given trend is important. Knowing, in advance, that the the fact that thecompany most popular performed disclosures your may be repair asked to disgorge during a USAC is audit or Team Telecom national will security by technicians a screen repair and screens review (when seeking a 214 Authorization or approval constitute the majority of a repair shop’s inventory in of a merger / sale of assets) could lead to potentially terms of dollars invested, this article will specifically significant fines & forfeitures from the FCC’s focus on replacement screens, which consists a Enforcement Bureau will help companies that areof already in the market avoid careless mistakes. For new combination of themaking LCD and digitizer components.

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companies considering entry into the regulated telecom, VoIP and non-interconnected VoIP industries, awareness that the FCC’s Enforcement Bureau is watching through The ‘Un-official’ Grading System the eyes of other governmental agents will dissuade There are a varietyand of different quality screensofout unlawful operations actions, prior to receipt all necessary FCC authorizations. in the marketplace that a repair shop can choose to use to perform their repairs. Below is a compilation,

USAC — You can run, an unofficial however, accurate, list of the various but you can’t hide…

qualities available and the attributes that they possess: USAC is an independent non-profit company designated to administer Universal Service Fund (“USF”) programs. The Internal Audit Division, responsible for identifying The “B Grade” - Quite arguably areas of non-compliance withScreen the Universal Service Fund program, issues audit reportsscreen that are automatically thefinal lowest quality available in the referred to the FCC. The FCC often uses the information market. This grade often has a defective gathered during the course of USAC audits and rate of roughly 60%. Defects for Grade B up screens documented in USAC’s audit reports to open parallel include: multiple dead spots on the digitizer, stress investigations of possible Communications Act and FCC rule violations. What is unearthed during a USAC audit marks, severe discoloration and dead pixels on the will often times be used as the evidentiary foundation LCD. With most B grade screens, you will notice of a Notice of Apparent Liability for Forfeiture (“NAL”). that the screens do not fit flush on the device as the

In July 2009, example, USAC a report to the original partfor did. You will also referred notice on B Grade FCC “for potential enforcement action,” alleging that screens that the LCD brightness is incredibly low. “Globalcomm had failed to comply with the Commission’s It would be similar to going to your phones settings rules requiring Telecommunications Carriers to contribute and brightness 75%.a Notice of to thedecreasing USF.” Thethe FCC soon afterbyissued


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Apparent LiabilityThe against Globalcomm for- violating “A Grade” Screen Slightly FCC rules. Globalcomm ultimately entered into a better than Grade B, the Grade A consent decree with the FCC, agreeing to pay a voluntary often have a defective rate contribution to thescreens Treasury Department for $537,127. USAC-referred investigations andDefects enforcement actionsA of about 25%. on Grade will continue, and it is important to be aware of the screens include: isolated dead spots on the digitizer, risks and expenses associated with such actions. dead pixels and with severe blue andmay yellow Non-compliance USF rules resultblemish in an spots on the LCD. You audit, may also notice that many of the unfavorable USAC which can easily be converted into an enforcement action at the FCC. screens in the Grade A category do not fit flush on

To avoid adverse we urgeRetailers all The Issuethese With Parts consequences, from High-Volume companies considering entry into the U.S. Without a doubt most parts used in the industry telecommunications, VoIP and non-interconnected by repair shops obtained through VoIP markets to are ensure registration withhigh-volume the FCC and USAC prior to beginning operations. retailers such as eBay and Amazon. These are typically the “AA Grade” screens that we explored “An ounce of prevention” really will save your company above. The a “pound of reason cure.” is quite elementary. Businesses will flock to where they can obtain the cheapest parts. In

Team Telecom —customers National security fact, virtually all of our were buying from (and a whole lot more)…

the device as the original part did. But you don’t have to be audited by USAC before you find yourself standing before the FCC’s Enforcement Bureau staring at an NAL. As detailed The “AA Grade” in our Client Advisory, USAC recently adopted a Screen - This is the policy that is certain to ferret out companies that most commonly have operated unlawfully prior to registering with screenfind on eBay, USAC (which, eventually, all servicesold providers themselves Amazon ordoing). any other high-volume online retailer

such high volume retailers prior to partnering with us. The second group of governmental agents used by the However, new entrants to the industry, as well as the FCC’s Enforcement Bureau to investigate unsuspecting serviceversed providers is known “Team Telecom.” Team more repair shops as still continue to purchase Telecom is a joint task force comprised of agents from the through high-volume retailers. Their mindset is that Department of Defense, Homeland Security, and the FBI. lower priced parts to higher margins. It is responsible for equates conducting nationalprofit security reviews Although this equation generally true, it is far from of foreign-owned (10% orisgreater foreign ownership) telecom providers and providers services complete. The “lower part costof=international higher margins”

(This grade of screen is further discussed in the next

approach does not take into consideration the massive

section of this article). The Grade AA screens have

hits that a repair shop’s bottom line takes due to the

In recent years, however, the Enforcement Bureau has increasingly relied upon outside use of such inferior parts. Let’s explore why. a defective rate of 12% or more. The most noticeable agencies and governmental agents to “dig up” the proverbial “dirt.” defect on Grade AA screens is in the quality of the LCD. Grade AA screens have a noticeable blue or

We have heard countless stories from our clients on

yellow tint. Many of the screens in this category will USAC’s Form 499-A Initial not fit perfectly flush ontoRegistration the device. (and Filer ID procurement) process has always required service providers to: (A) disclose the month and year in which they first provided telecommunications or interconnected VoIP services and (B) certify the truthfulness of the information contained in Form 499-A under penalty of perjury. Until very recently, USAC would issue a Filer ID even if the service The “AAA Grade” Screen - The highest provider disclosed a “start date” prior to the quality current year.

how the use of parts obtained from high-volume or infrastructure. Team Telecom review is triggered retailers severely A tarnished their businesses because if a company applies for a 214 License or seeks Transfer of the bad reputation that their shops received as of Control / Asset Sales approval from the FCC and an aapplicant result from using or these parts.owned This makes sense is directly indirectly by a non-U.S. citizenthe or foreign company. given fact that many repair shops rely heavily

replacement screen available is the AAA grade quality. Under the new policy, however, USAC will no longer This quality is usually flawless with no dead spots, dead issue Filer IDs in these circumstances. Instead, USAC pixels or discoloration the LCD. The brightness will withhold issuance ofon a Filer ID pending the applicant’s submission of 499-As prior reporting of the LCD is comparable to for an all original OEM part. periods. And, of course, evidence of prior period illegal These screens fit perfectly flush on the device. This operations will be reported by USAC to the FCC’s grade has a low defective rate of about 1-2%. Enforcement Bureau.

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on word-of-mouth references for future business. The core purpose of Team Telecom’s reviews remains Additionally, many customers seeking to repair squarely focused on national security issues. However, their phones read online of repair shopsthe and over the past several years itreviews is impossible to ignore increasingly Telecom’s fact use reviews thatbroadened criticize ascope shopofonTeam the basis of their gathering and investigative peering, often times into of lower quality parts. Poor reputations is very hard to areas that bear little resemblance to national security overcome. concerns. Inquiries into a service provider’s Customer Proprietary Network Information (“CPNI”) procedures, Communications Assistance for Law Enforcement Another instance in which the use of non-“AAA (“CALEA”) compliance, questions about unlicensed Grade” parts obtained through retailers operations, and even digging into high-volume issues such as marketing


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practices, protection, falserepair advertising has consumer a detrimental effect and to the shops’have now become part of the process! It’s hard to conceive of bottom line and longevity can be seen in a legitimate national security concern that is associated commonmarketing situationpractices. where a complaining with aa business’ The only reasonable explanation for fact-gathering and investigation into customer requires a ‘re-repair’ to a previous marketing is that Team Telecom is being used by the repair of the phone again once it is noticed FCC’s Enforcement Bureau to perform investigations thetoparts used defective on itsthat behalf, makepreviously the Bureau’s job are simpler and more andand inferior. As mentioned, customer efficient, – of course – to save thethe FCC money will in theusually process.notice that the new screen’s LCD is not as bright as the original screen, the screen Team Telecom coordinates and communicates with doesn’t fit the flush, and/process, so it should not be the FCC during review surprising to digitizer find out that or the has much of the information collected by Team Telecom is shared with the FCC – dead spots. in real time. Why share information about possible violations of FCC rules if the purpose isn’t, ultimately, Theenforcement technician will have to pursue against thetoalleged violator? replace the part in hopes What makes Team Telecom’s investigations troubling is that the next screen he the lack of public rules governing the scope of the task does not Telecom have thedoes not have specific force’sinstalls authority. Team authority Congress and instead acts under the broad samefrom issues. Alternatively, umbrella of the Executive Branch’s “national security” the technician may be apparatus. There is very little transparency associated successful in fighting with its investigative process; off and without transparency the need to ‘re-repair’ and without procedural rules, the it is a very real possibility that Team Telecom can stymie device, thus, leaving themarket entry and create delays that interfere with your ability to engage in customer frustrated, unhappy M&A activity. and ultimately resulting in a

A word the wise – when entering the “black hole” that badtoexperience that customers is Team Telecom, be confident in your ability to safely tells everyone they know. A poor reputation for navigate your way out. And the best way to be confident terrible service inferior parts that your rules, shop is to make certain you and are compliant with applicable provided regulations and will laws.keep you from future business. If the technician decides to re-repair the phone

Wireless Resellers… VoIP Resellers… and change the screen for the second time, they Beware!

also lose; the shop loses and also potentially A common misperception in thetime telecommunications industry is that a “reseller” another carrier’s services is loses the cost of theoffirst part installed. not required to directly comply with the FCC’s licensing, registration and compliance reporting obligations if they Returning to their sellers from these highare paying fees & parts taxes to supplier. It is unclear volume outlets is almost impossible. Keep in

mindItthat the sellerswhere of thesethis partsfalse are operating is unclear impression on extremely low single-digit margins and will got started or how the lie continues

to be do whatever it takes but to refuse return. In fact, propagated, the astark truth is that, in mostthe of our clients embrace fact that our is treated eyes of the law,the a “Reseller” company offers hassle-free returns on defective no differently for regulatory purposes than products. (We proudly provider. boast an industry-low its underlying defective rate of 1%.) where this false impression got started or how the lie As our customers know, a reality of the phone continues to be propagated, but the stark truth is that, business is that by spending a couple inrepair the eyes of the law, a “Reseller” is treated no differently for regulatory purposes than its underlying dollars more on high quality provider. Indeed, the regulatory and tax duties of a reseller “AAA Grade” parts, your can be even greater where the reseller is also the retail line will provider of services to end-userbottom customers. actually increase At the FCC, there is clear FCC precedent that the because you Enforcement Bureau and agents, like USAC, apply when will and avoid the evaluating the compliance shortcomings otherwise determining the fate of an un-licensed, unregistered issues described reseller. above. Keep in For example, in a 2007 NAL and Forfeiture Order, the mind that many FCC fined wireless reseller, InPhonic, nearly $820,000 suppliers, either for failing to register with USAC, obtain a 214 license, and intentionally or comply with the USF, TRS and other federal programs. The FCC explained the importance of these through lackrules: of knowledge, claim “ We view InPhonic’s apparent failure to register for over that their screens two years as a serious dereliction of its responsibilities under the Act and our carrier’sgrade, compliance arerules. of a Acertain but with the Commission’s registration requirement is critical when tested against the grading system we to the administration of the USF and TRS programs, compiled above, they fall objectives below their and accomplishment of often Congress’ in sections 254(d) and 225(b)(1) of the Act. carrier’s claimed grade. It is crucial that…[A] a repair shopduty to register upon entry, or anticipated entry, into interstate that desires longevity only use parts that they telecommunications markets is essential to the fulfillment will proud stand behind. of thebeUSF andtoTRS program missions because it identifies the company to the various program administrators and bringsabout the company For more information Qualitywithin Repairthe purview and oversight of those administrators. If a carrier Parts or the contents of this article please visit never identifies itself as a telecommunications provider by www.QualityRepairParts.com.

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properly registering the Commission’s rules, Theunder “A Grade” Screen - Slightly then neither the Commission nor the various program better than Grade B, the Grade A administrators can ascertain whether that carrier has screens obligations, often have including a defective fulfilled other regulatory therate

requirement that of carriers Worksheets contribute aboutfile 25%. Defects and on Grade A to USF, TRS, and other regulatory programs.” screens include: isolated dead spots on the digitizer, dead pixels severe yellow spots More recentlyand in May of blue 2013,and provider of blemish fixed wireless on the LCD. may also notice that many of the and resold VoIPYou services, Believe Wireless Broadband (“Believe Wireless”), found itself appealing USAC’s screens in the Grade A category do not fit flush on assessment of over $8,000 in late filing fees, resulting the device as the original part did. from late-filed Form 499s. In its appeal letter, Believe Wireless states it was under the disillusion that its payment of Universal Service Fund fees Thethat “AAwere Grade” invoiced to the Company by its underlying supplier Screen - This is the of Interconnected VoIP services were sufficient to most commonly ensure its own compliance with FCC Rules: sold screen on eBay, “Amazon When weorfirst VoIP service were just anystarted other offering high-volume onlinewe retailer reselling another company’s VoIP service and on the bill (This grade of screen is further discussed in the next of the company all of the required fees were charged to section of service. this article). Grade AAunderstanding screens have us for the It wasThe our erroneous by paying inThe compliance.” athat defective ratethe of fees, 12%we or were more. most noticeable

defect on Grade AA screens is in the quality of the As mentioned, Believe Wireless’ belief system regarding LCD. screens have a noticeable or the lackGrade of any AA direct FCC regulatory (and, oneblue might yellow tint. Many of the screens in this category will not fit perfectly flush onto the device.

The core purpose of Team Telecom’s reviews remains squarely focused on national security issues. However, over the past several years it is impossible to ignore the increasingly broadened scope of “AAA Grade” - The highest TeamThe Telecom’s factScreen gathering and quality replacementpeering... screen available is the AAA grade quality. investigative This quality is usually flawless with no dead spots, dead pixels or discoloration on the LCD. The brightness

presume, Stateis PUC, State &toLocal tax and OEM 911 fee) of the LCD comparable an original part. obligations from the Company’s “resale” of a third-party These screens fit perfectly flush on the device. This supplier’s VoIP service (or, for that matter, other forms grade has a low defective rate of aboutwireless), 1-2%. is not of telecommunications resale, including

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uncommon. Many smallfrom telecommunications businesses The Issue With Parts High-Volume Retailers enter the telecom market utilizing the “platform” of Without a doubt most parts used in the industry another service provider, reselling services under their by repair shopsorare obtained high-volume own company brand name. through Because these small businesses (often times and lacking even basic knowledge of retailers such as eBay Amazon. These are telecommunications laws and regulations) find themselves typically the “AA Grade” screens that we explored paying regulatory fees and taxes to their suppliers, they above. The make reason quite elementary. Businesses will sometimes theismistake of concluding that their legal flock to where they can the cheapest parts. In obligations to federal and obtain state governmental authorities are either covered by or handled by their suppliers, i.e., fact, virtually all of our customers were buying from as a consequence of paying the supplier’s invoiced fees, such high volume retailers prior to partnering with us. taxes and surcharges. However, new entrants to the industry, as well as the In reality, resellers telecommunications more versed repairofshops still continue and to purchase Interconnected VoIP services are subject to a broad array through high-volume retailers. Their mindset is that of direct regulatory and tax compliance responsibilities lower priced parts equates to higher profit that, by law, can neither be pawned off on nor margins. contracted Although thisparties. equation is generally true, it wholesalers is far from away to third Furthermore, underlying are often powerless under thecost law to “complymargins” on behalf of ” complete. The “lower part = higher their reseller customers, even if the wholesaler wanted to approach does not take into consideration the massive assume the burdens for its reseller customers. hits that a repair shop’s bottom line takes due to the While it is possible regulated providers use of such inferiorfor parts. Let’sservice explore why. to outsource certain compliance responsibilities via contract, it is impossible to shed all risk of exposure resulting from We have heard countless stories and from our clients compliance failures. Your officers directors are ononthe how the use of parts from to high-volume proverbial “hook” and obtained remain exposed fines, penalties and imprisonment, even if the service provider hired retailers severely tarnished their businesses because a third party or pays its supplier to comply on behalf of the bad reputation that their shops received as of the company. a result from using these parts. This makes sense

Important Takeaways given the fact that many repair shops rely heavily The bottom line is that if your company is a foreignon word-of-mouth references for future business. owned carrier (wireless or wireline) that is either: (A) Additionally, many seeking repairto sell seeking entry into thecustomers U.S. market or (B) to looking their read online reviews of repair shops or buyphones a 214-licensed carrier or regulated assets, thenand you mustthat be aware of what’s your closet before reviews criticize a shophidden on theinbasis of their use applying. Chances are pretty good that the dirt will of lower quality parts. Poor reputations is very hard to come out during the course of a Team Telecom national overcome. security review. If you are a domestic, U.S. provider of telecommunications Another instance in which the use of non-“AAA (wireless or wireline), VoIP or non-interconnected VoIP Grade” retailers servicesparts or areobtained otherwisethrough required high-volume to obtain a Filer ID


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from USAC, think long and hard starting up has a detrimental effect tobefore the repair shops’ operations in advance of registering with USAC. If you bottom line and longevity can be seen in operate under the misimpression that it is “OK” to operate a common situation wherewith a complaining for a year or so before registering USAC, and that

obtain valueof outthese of their relationship with mind the thatgreatest the sellers parts are operating our professionals. More often than not we find that this on extremely low single-digit margins and will “value” is far greater and more rewarding when our clients do whatever it takes tofor refuse a return. In fact, succeed and stick around the long-haul.

customer requires a ‘re-repair’ to a previous

most of our clients embrace the fact that our

repair of the phone again once it is noticed

company offers hassle-free returns on defective

not as bright as the original screen, the screen

As our customers know, a reality of the phone

Coming frompreviously a lawyer, it are might be easy for some readers to dismiss theindustry-low cautionary warnings products. (We proudly boast an that the parts used defective inand this articleAsasmentioned, hyperbolic Some mightrate even accuse me of “Crying Wolf” in order defective of 1%.) inferior. the exaggeration. customer will to gin up business. could usually notice that the But new neither screen’s LCD is be further from the truth... flush, and/ USACdoesn’t will befit forgiving when you do apply, think again. It is aor near impossibility to provide telecommunications the digitizer has services in the U.S. without the necessary FCC dead spots. authorizations and registrations and walk away unscathed financially. The technician will have to Coming from the a lawyer, it might replace part in hopesbe easy for some readers to dismiss the cautionary warnings in this article as that the next screen he hyperbolic exaggeration. Some might even accuse me of installs not to have “Crying Wolf ”does in order ginthe up business. But neither could same be further from the truth, because both claims issues. Alternatively, ignore the basic economic reality of the legal profession, the technician may be which is that an “ounce of prevention is worth a pound successful fighting of cure.” In otherinwords, it is off far less costly to comply theFCC’s need to ‘re-repair’ the with the licensing & registration requirements than itdevice, is to hire a lawyer to clean up a messy enforcement thus, leaving the action, engage in other remediation work, or pay off the customer frustrated, unhappy government late fees, penalties and potential forfeitures and ultimately in a of thousands of & fines (which start inresulting the hundreds dollars). and that law firms derive far more revenue badLawyers experience customers from defending clients in investigations and enforcement tells everyone they know. A poor reputation for proceedings than they do procuring licenses, registrations terrible service and inferior parts that shop and regulatory approvals – which is exactly why your you will will keep you fromclients futuretobusiness. rarelyprovided see a lawyer alert prospective the risks ofIf unlicensed, non-compliant operations. They you the technician decides to re-repair thefigure phone may not be willing to spend a few thousand dollars to and change the screen for the second time, they ensure compliance now, but when cornered and coerced also lose; the shop loses and also potentially into compliance remediation bytime a governmental agency, you’ll loses be willing to write a blank check. the cost of the first part installed. Don’t get me wrong, I’ll gladly accept a blank check too! Returning to sellers theseclients highBut our firm also parts takes great pridefrom in helping volume outlets is almost impossible. Keep in

is to that by spending couple Arepair clientbusiness that comes a lawyer to get itaout of hot water will leave once the water cools (but only after spending a dollars more on high quality great deal of money to put the fire out under the boiling parts, pot). A client that hires a“AAA lawyerGrade” to watch over your the stove, linerolling will is manage the heat and keep the bottom water from typically a client for life. actually increase because you Jonathan S. Marashlian is the Managing Partner will avoidatthe Marashlian & Donahue, LLC, The CommLaw Group, issues described a Washington, DC-area law firm specializing in federal and above. Keep state telecom and technology matters. Marashlian is theinwinner of two 2013 and 2014 Lexology/International Lawmany Office mind that (ILO) Client Choice Awards, named overall winner in the suppliers, either Telecommunications Law-US category; his firm was named intentionally orBest Leading Customer Service Law Firm of the Year and Communications Law Firm in thethrough US by ACQ lackAwards. of Mr. Marashlian can be reached at JSM@CommLawGroup. knowledge, claim com or by visiting www.CommLawGroup.com. that their screens Disclaimer: This articleare is intended for informational of a certain grade, but purposes only and is not for the purpose of providing legal when You tested against theupon grading system wein this advice. should not act the information article without seeking professional counsel.

compiled above, they often fall below their

ATTORNEY ADVERTISING: Thisa article be claimed grade. It is crucial that repairmay shop considered Attorney Advertising in certain jurisdictions. thatdetermination desires longevity only for uselegal parts that they The of the need services and the choice of lawyer are extremely important decisions and will be proud to stand behind. should not be based solely upon advertisements or self-proclaimed expertise.

For more information about Quality Repair n Parts or the contents of this article please visit www.QualityRepairParts.com.

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HOW TO EXPAND YOUR RETAIL REPAIR BUSINESS OR START ONE TODAY The truth is the mobile device repair industry is not for the faint of heart. If you’re looking for an easy business, turn to a self-serve yogurt shop, but if you’re looking for sustainability and growth keep reading. With any successful business comes an intelligent recipe of processes that are designed to facilitate and manage a business for efficiency and scalability. McDonalds for example has inspired and led the franchise movement by creating highly efficient systems that are simple to use and designed to streamline their fast food operation. The results are a very controlled and explosive growth.

“A business cannot grow without proper planning and learning how to overcome operational struggles. You have to identify the hurdles, develop the systems, train the staff, and manage the operational goals effectively for growth.” ~Alexander Iser, Visivity With over ten years carving out their wireless repair business, Phone Doctors has been investing and building these effective and efficient management systems to enable and control their retail growth. Now, this system that Phone Doctors has been using is finally ready to launch their franchise business with the assurance that franchisees will get the most of

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their investment and the right tools for the job. In addition, they have also started a new company, Visivity, to help other repair business owners and entrepreneurs enter the space. Visivity is a cloud-based point-of-sale and business management system that has specific features for the mobile device repair business. The system allows a mobile device repair business to track inventory, sales and repairs, and pretty much everything in between. Visivity offers a turn-key solution that streamlines an operation. Think of meshing a customer management tool with a point of sale system, then add on inventory management and a completely integrated repair tracking solution. That is, essentially what Visivity does in one software system. The cloud-based software also allows owners and managers of the store to gain a better snapshot and understanding of the day-to-day workings of the operation, regardless of whether or not they’ve stepped foot into the store(s) that day, week or even month. Because the software can track workflow, it allows employees to get work done more efficiently with less stress.

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REPAIR TICKET Visivity helps you track every point of the repair process. With the repair ticket we make it easy to collect customer, device, and repair information. The repair ticket and repair process have been developed to optimize time & save you money.

REPAIR QUEUE This is the heads-up display for the repair technicians. At a glance, you are able to see all repairs pending, waiting on parts, or waiting on customer contact. The repair queue is automatically updated & prioritized as devices are logged into the system.

CUSTOMER PICKUP Finished with the repair? When you process the device to the pickup area your customer is instantly notified via text or e-mail. We will even show you how to create an organized pickup area with our Visivity Pickup Bins.

BUYBACK TOOL Never again will you miss the opportunity to buyback a used device for a profit. With the visivity buyback tool you can purchase devices from customers to be processed for parts, refurbish, or re-sale. We will even show you how to locate the current buyback and resale rate for the device.

RE-CONDITION TOOL Auto adjusts the cost of a device when using in-stock repair parts. This is basically a separate repair queue for technicians to re-furbish and re-condition your buyback inventory. The Visivity re-condition tool will update the cost of your inventory based on parts used during this process.

CUSTOM REPORTS Use a pre-built report or customize your own. Choose from: Sales, customer, inventory, & more. Reporting is extremely important to the continued success of your business. We take reports seriously and are always introducing new search filters to help you optimize your mobile repair business.

INVENTORY TOOLS Keep a birds eye view on your inventory. Track in-stock items, manage costs, sales, & re-order points. RMA & missing items tools are also found here. You even can export your inventory as a .csv file or print audit sheets whenever you want.

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The mobile device repair industry has thousands of par ts, accessories, and devices to deal with. With these items that also have good street value make it tempting for employees to skim and sell online and on the street. With this reality, inventory control is extremely essential to a healthy operation. Visivity has crossed their t’s and dotted their i’s to help minimize the risk of employee theft, which by the way is 3 times greater than shoplifting according to the SBA. Having a good handle helps you retain more profits for the contribution and continuation of your growth. Visivity has also gone into great detail to customize and build the Manufacturer, Model, and Par ts availability list, so that you don’t have to. Just plug in the sales price and quantity and you’re good to go. Visivity also wants to help their subscribers by recommending organizational strategies and products that are proven, inexpensive, and highly effective. The Visivity concept streamlines all systems within the store(s), making sure employees and management can focus on their true passion; taking care of the customer. To recap, the success of a company rests in it’s foundation. Visivity has spent over 20,000 hours building a foundation so you don’t have to. Visivity is a welcoming and dedicated staff that wants to share and serve every mobile device repair outfitter, no matter how big or small and they are ready to help you today. Visivity is now available with a 30-day risk-free guarantee for qualified entrepreneurs who want to expand their mobile device repair business or start one today. For more information, please visit: http://visivity.com

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Advertiser Index

V-Telecommunications . . . . . . . . . . . . . . . . . . . . . . p. AA TSSI INC USA . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. BB KCI Wireless . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. CC Abmnus . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 23, 24, 57,58 AccessoryExports/Empirecase . . . . . . . . . . . . . . p. 60, 133 All PRO Distributing . . . . . . . . . . . . . . . . . . . . . p. 41, 42 Apple N Berry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 42 Best Soldering School . . . . . . . . . . . . . . . . . . . . . . . . p. 31 BlackStone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 66 Callture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 16, 17 Canadian Wireless Tradeshow . . . . . . . . . . . . p. 143, 155 Cell Phone Parts, The . . . . . . . . . . . . . Inside Front Cover CellRepairTools.com . . . . . . . . . . . . . . . . . . . . . . p. 71, 72 Cellular Repair School . . . . . . . . . . . . . . . . . . . . p. 31, 43 CES/CEA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 211 Clearvision . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 215, 216 CTIA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 29 CVE Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 42 Digital Treasures/Turtle . . . . . . . . . . . . . . . . . . . . p. 18, 19 E-Great USA Co. . . . . . . . . . . . . . . . . . . . . . . . . . . p. 156 E Tech Parts . . . . . . . . . . . . . . . . . . . . . . . . . . p. 31, 33, 34 ETrade Suppy . . . . . . . . . . . . . . . . . . . . . . . . . p. 44, 45, 46 EZ Check Pay Corp. . . . . . . . . . . . . . . . . . . . . . . . . p. 59 FEsco Distributors/Charge Works . . . . . . . . . . . p. 79, 80 FIFO/ MyMe . . . . . . . . . . . . . . . . . . . . . . . . . p. 165, 166 Forever Collectibles . . . . . . . . . . . . . . . . . . . . . . . . . . p. 65 Global Direct Parts . . . . . . . . . . . . . . . . . . . . . . . . . . p. 44 H.L. Dalis/Wireless Accessory Zone . . . . . . . . . . . p. 106 H2O Wireless . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 6, 7 KCI Wireless . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 190 Ice Mobility . . . . . . . . . . . . . . . . . . . . . . . . Cover & p. 4, 5 iDistribute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 44 iDropped . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 47 iRefurbish . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 47 iWalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 131, 132 KCI Wireless . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 190 KIKA Enterprises . . . . . . . . . . . . . . . . . . . . . . . . . . p. 218 LCDcycle . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 37, 38, 196 LCD Direct . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 48 Lunex Telecom . . . . . . . . . . . . . . . . . . . . . . . . p. 68, 83, 84 Maya Networks . . . . . . . . . . . . . . . . . . . . . . . . . . p. 48, 49 MCE Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 48 Mega Tel Wireless . . . . . . . . . . . . . . . . . . . p. 12, 13, 61, 62

Mengtor (MTAO) . . . . . . . . . . . . . . . . . . . . . . p. 139, 140 Mobile Defenders . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 50 Mobile-net/EXPO Mobile . . . . . . . . . . . . . . . . . p. 10, 11 My Parts Factory . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 67 OEM Source Inc . . . . . . . . . . . . . . . . . . . . . . . . . p. 81, 82 Ontrion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 1, 21, 22 Pace Butler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 170 Palmer Promo Products . . . . . . . . . . . . . . . . . . p. 101, 102 Parktel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 138 Patriot Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 130 PCS Wireless / Overstock Wireless . . . . . . . . p. 117, 118 Phone Doctors . . . . . . . . . . . . . . . . . . . . . . . . p. 38, 55, 56 Q-Wireless Solutions . . . . . . . . . . . . . . . . . . . . . . . . p. 51 Qpay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 91, 92 Quality Repair Parts . . . . . . . . . . . . . . . . . . p. 36, 109, 110 Red Pocket Mobile . . . . . Back Cover & p. 2, 3, 38, 39, 40 Reiko Wireless . . . . . . . . . . . . . . . . . . . . . . . . . . p. 63, 64 Repair Depot, The . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 52 RepairQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 50 Sahara Wireless, Inc . . . . . . . . . . . . . . . . . . . . p. 107, 108 Surelink . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 69, 70 Smart Device Doctors/Family Talk . . . . . . . . . . . . . p. 142 SolarCommWireless . . . . . . . . . . . . . . . . . . . . . . . . p. 204 Sourcely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 145, 146 Tech Medic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 36 TESSCO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 51, 52 TJM Innovations, LLC /Bandshell . . . . . . . . . . p. 99, 100 TNF Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 52 TSSI INC USA . . . . . . . . . . . . . . . . . . . . . . . . . p. 53, 54 Unirex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 173, 174 US Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 59 UVA Mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 14, 15 V-Telecommunications . . . . . . . . . . . . . . . . . . . . . . . p. 20 Valor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 8, 9 Via Play . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 189 Visivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 32 Walls + Forms . . . . . . . . . . . . . . . . . . . Inside Back Cover Wholesale Gadget Parts . . . . . . . . . . . . . . . . . . . . . . p. 54 Winner Wireless . . . . . . . . . . . . . . . . . . . . . . . . . p. 25, 26 Wireless Center of New York . . . . . . . . . . . . . . . . . p. 134 Wireless Xcessories Group/Phone Surgeons .p. 32, 35, 217 Worth Avenue Group . . . . . . . . . . . . . . . . . . . . . . . . p. 54

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Wireless Dealer Magazine Sept 2014 Edition  

This issue of Wireless Dealer Magazine is a CTIA Wireless Show & Wireless Repair EXPO Bonus Edition.

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