When the Covid-19 pandemic hit, forcing people to rely on their devices for work, studies and entertainment, repair shops saw a spike in business.
Azmi Alias, who owns Phone Medic Shah Alam, says most people don’t realise how important their smartphone is until something goes wrong with the device.
“I’ve met a lot of customers who said they felt stressed and anxious when their smartphones no longer work.
“I’ve come to understand that most people regard their phones as very precious,” says the 29-year-old.
One of the main reasons customers sought help during the movement control order (MCO), he says, was due to a shattered screen.
Azmi says this was mainly due to parents sharing their devices with their child.
“Oftentimes, it was because the child accidentally dropped the phone on a hard surface.
“In some cases, the child threw the phone against the wall in anger due to a disagreement with the parent,” he says.
However, sometimes it’s just due to absent-mindedness, says Looi Chin Young, 26, a technician with Phonfix Solution in Kuala Lumpur.
“Usually the customer uses the phone while driving and then places it on the lap.
“When the customer gets out of the car, he or she forgets to pick up the phone before getting out.
“And it never ends well for the phone when it meets the road,” he says.
People with large phones have also complained that their devices tend to drop out of their pocket, says Azmi, who urges customers to check their warranty before sending their phones for repair to a third-party shop.
“I always advise the customer to check if their warranty covers cracked screens as some do, in which case it’s best to go back to the outlet where the device was purchased.
“I will decline to fix the device as I don’t want to do anything that could void the warranty,” he says.
Muhammad Fawwaz Akif Nordin, who runs FZRepairPhone in Bangi, Selangor, encourages customers to get their cracked display fixed immediately.
“A lot of users delay getting their phones repaired because they think it’s nothing to be concerned about as long as the devices continue to work.
“I’m worried that they may cut their fingers as they perform actions such as swiping. This is especially important to consider if you have kids,” he says.
Azmi recommends investing in a good casing and screen protector to minimise damage from falls.
“It can happen to anyone. I’ve met customers with brand new devices saying they regret not using a casing because they dropped their phones while taking selfies,” he says.
When it comes to screen protection, Azmi recommends tempered glass as it’s more durable and does a good job of protecting the screen from cracking due to impact.
His other suggestion is a ceramic screen protector – though it’s not as hardy, it’s flexible and fits curved screens better.
“When it comes to phone casings, I usually encourage customers not to use casings made of rubber because they trap heat and make your phone heat up faster.
“I feel that hard cover casings with tiny perforations on the back are better for devices,” he says.
Those who want the best protection can use casings with shock-absorbent material but most customers can’t stick with it for long, he says.
“They find that it makes the phone bulky and heavy, and end up discarding it after some time.
“It’s really up to the person’s preference. If you have a new phone, I would recommend going for a casing that offers better protection,” he says.
Water, water everywhere
Were you thinking of washing your phone with water during the pandemic to get rid of germs? You are definitely not alone.
Jasmine Cheong, an administrative assistant at Phonfix Solutions who works with Looi, says the shop has had a lot of customers complaining that their devices won’t power up after cleaning them with soap and water.
Most users feel it’s fine to wash their phones and even take it with them to the pool, as many manufacturers claim that their phones meet the IP68 standard – the top rating in the Ingress Protection scale – for water and dust resistance.
However, they are not waterproof and can only prevent water penetration up to a degree.
For instance, one smartphone maker says its IP68 phones “are resistant to submersion up to a maximum depth of 1.5m underwater for up to thirty minutes”.
Most companies also conduct their tests with freshwater and warn that the device is not suited for beach or pool use.
Also, it’s important to note that most warranties don’t cover damage from water ingress even though the phones are rated to comply with the IP68 standard.
“When we asked customers why they washed their phones, they explained that they saw ads showing that phones work even after being submerged in water,” says Cheong.
“There are brands that advertise their phones as being water resistant. When the device is new, some water exposure is okay.
“But we find that the water resistance wears off over time and customers may not be aware of this,” she says.
Cheong advises customers to clean their phones using wipes with 70% alcohol.
“We have to remind them not to use soap and water as it’s not necessary,” she says.
The iPhone support page also warns users not to use products containing bleach or hydrogen peroxide to wipe their devices, as abrasive cleaning products may diminish the product’s coating.
Azmi has also seen an increase in customers – mostly delivery riders – coming to him to repair phones damaged from rainwater.
“More people have been relying on delivery services for their food during the pandemic.
“However, delivery riders mostly use motorbikes and have to use their phones even when it’s raining. “It can be really unfortunate if the phone malfunctions while they are working,” he says.
Fawwaz Akif too says water damage is a common problem among his customers.
“We mostly get ladies coming in with this issue. It’s usually because they used the phone in the shower or dropped it while taking pictures at places with water,” he says.
He advises users to invest in a robust water-resistant casing if they plan to use their phone while having a shower or at the beach.
When a phone ceases to function after getting wet, Azmi says the biggest mistake a person can make is trying to turn on the device repeatedly.
“Let it dry off completely for at least one to two days. You can even put it in a bag of rice to help absorb the water.
“Don’t force the device to power up or attempt to charge it as this could cause further damage to the hardware,” he warns.
Customers have also told Looi that they have attempted to dry their wet phones with a hair dryer which he is strongly against.
“By doing that, you could end up blowing more water into the phone instead of getting rid of it and causing more moisture to build up inside,” he says.
Stop the bloat
If there is a problem that Azmi takes very seriously, it’s a phone with a bloated battery.
“When the battery starts bloating, I urge customers to get it fixed right away,” he says, as otherwise many will choose to continue using the device despite the risks.
Bloated batteries could be the result of overcharging, especially when an incompatible third-party charger is used, causing a build-up of heat and gas.
According to the website iFixit, as the battery gets swollen due to a build-up of gas, the battery may catch fire or explode if the layers separating the internal parts of the battery become compromised.
“Budget constraints are the main reason they avoid repairing their devices and feel it’s okay to use them as long as they are working,” he says.
“Some customers even let their kids use their phone for an extended period while it’s being charged,” he says.
It’s inadvisable to continue using the phone for power-intensive activities like gaming when the device feels uncomfortably hot, says Fawwaz Akif, adding that it’s a good practice to take a break from prolonged screen time.
“Your device could overheat and turn itself off. In some cases, you may not be able to turn it on again if critical components were damaged,” he adds.
Manufacturers like Samsung, Huawei and Apple will display a temperature warning to remind users to let their phones cool down before they are permanently damaged.
Users should also avoid leaving their phones in the car or places exposed to direct sunlight, says Fawwaz Akif.
He also says some customers’ devices were affected by the use of faulty cables and chargers.
“I’ve had customers asking if it’s okay to purchase third-party cables or chargers because they are more affordable. That’s something I don’t dare recommend,” he says.
Helping hand
Looi says he gets a lot of satisfaction from being able to provide assistance to his customers.
“They get a sense of relief when they get their phones back and see that it’s working like normal.
“They feel like a huge burden has been lifted,” he says, adding that most people opt to repair as they can’t afford to purchase a new device.
Fawwaz Akif, who makes on-site visits, says he often listens to customers’ stories about how much the phones matter to them.
“Some customers have photos or videos that are irreplaceable and it means a lot to them to be able to get them back.
“After the repairs are done, I will advise them to take care of the phone like it’s their life,” he says with a laugh.
Azmi too finds his career rewarding.
“It’s not unusual to meet elderly customers who have trouble using apps like MySejahtera, especially with scanning QR codes.
“Usually it’s a problem with their camera and I’ll replace the components to get it working again.
“And I am always happy to help,” he says.
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