How to Fix Your Phone - Consumer Reports (2024)

While most phones are reliable—and surprisingly durable, considering how much we handle them—they can develop problems. Batteries fade over time, granting you less power per charge. And screens may break when you drop the device. But it’s easy to find a repair shop with the tools and parts to fix those issues.

Try This First
You’ve probably heard this advice before, but it’s effective: If the phone simply stops working right, turn it off, wait a few minutes, and turn it on again. That clears memory, which can correct a lot of glitches. If the touchscreen has frozen and there’s no way to turn the device off, follow these steps.

Unfreeze an iPhone Screen: Press and release the volume up button, then the volume down button, and then press and hold the side button until the Apple logo appears onscreen.

Unfreeze a Samsung Screen: Press both the power and volume down buttons until the screen goes dark, then release.

Get Online Help
Tech companies are good at offering digital support on their websites (Apple Support, Google support, etc.) and free companion apps. You can communicate with a trained technician via live chat (in a text-based window), find a repair store, get warranty information, and more. To expedite things, have your phone’s model name, serial number, and password at the ready. The repair website iFixit also has helpful step-by-step info organized by device type; click on “Repair Guides.”

How Phone Extended Warranties Work

Should you pay $100 to $200 for “just in case” coverage? Here’s how to weigh the cost and benefits.

Repairs: According to our surveys, most phone repairs cost less than the price of an extended warranty. That said, if you drop your $1,200 iPhone, you might be glad you paid upfront for AppleCare+ ($199 for two years when signing up for coverage, then $29 to fix a broken screen). Without that, you’ll pay about $379.

Theft and loss: Apple, Samsung, and others charge $70 to $80 for protection you might not need. If you purchase a new device with a credit card, it might be eligible for 90 days of free damage and theft coverage. It may also be possible to repair or replace it using your homeowners policy.

24/7 IT support: This is a nice perk if you want unlimited assistance. Just note that you can get help by chat, phone, and even face-to-face consults without coverage, especially when the device is new.

Your Tech Support Toolkit

Want to stay cool when your devices let you down? Take a few minutes to prep for the next tech crisis before it begins. Here are three expert tips.

Have your info handy. Create a file with your tech receipts, manuals, and troubleshooting guides. Add serial numbers, log-ins, and passwords. Photograph the setups for your computer and router, so you know which cables go where.

Update your software. Device manufacturers use system updates to fix bugs and protect you from security threats, so don’t skip installing them. Laptops and smartphones will generally prompt you to do so, but routers are less helpful. Today’s models often have an automatic update feature that you can activate via a mobile app or the device’s settings.

Back up your data. If your laptop is lost or damaged, you’ll be thankful that your photos and files are preserved. Stow them on an external hard drive ($70 to $100), get a free (or paid) cloud storage backup plan such as Google Drive, or do both.

Insights, advice, suggestions, feedback and comments from experts

Introduction

As an expert in phone repairs and troubleshooting, I can provide you with valuable information on how to address common phone issues and find the right repair options. I have extensive knowledge of various phone models and their repair processes. Let's dive into the concepts mentioned in this article.

Phone Issues and Troubleshooting

Phones can develop various problems over time, such as battery degradation and broken screens. Here are some tips for troubleshooting common issues:

Restart your phone: If your phone is not working properly, a simple restart can often resolve many glitches. Turn off your phone, wait a few minutes, and then turn it back on. This clears the memory and can help correct minor issues.
Unfreezing the screen: If your touchscreen becomes unresponsive and you can't turn off the device, follow these steps:
- For iPhones: Press and release the volume up button, then the volume down button, and finally, press and hold the side button until the Apple logo appears on the screen.
- For Samsung phones: Press and hold both the power and volume down buttons until the screen goes dark, then release them.

Online Help and Support

Tech companies offer digital support and resources to help you troubleshoot and find solutions to phone problems. Here are some options:

Tech company websites: Companies like Apple and Google provide online support through their websites. You can access live chat with trained technicians, find repair stores, get warranty information, and more. Make sure to have your phone's model name, serial number, and password ready for a smoother experience.
iFixit: iFixit is a repair website that offers helpful step-by-step information organized by device type. They provide detailed repair guides that can assist you in fixing common phone issues.

In-Person Help and Repair Options

If you prefer in-person assistance or need professional repairs, consider the following options:

Apple Store's Genius Bar: Apple Stores offer excellent service for Apple products. To ensure prompt assistance, it's best to book an appointment in advance. You can describe the problem online, get a repair cost estimate, and select a convenient time to visit a nearby Genius Bar. Alternatively, you can call 800-275-2273 for support.
Best Buy's Geek Squad: Best Buy is an authorized service provider for Apple and Samsung. They offer repairs using parts and prices set by the manufacturers. Same-day repairs may be possible. You can book an appointment online or call 800-433-5778.
uBreakiFix: uBreakiFix stores are authorized to repair Google and Samsung phones, as well as out-of-warranty iPhones. They also fix Motorola and LG models. With a typical 1-hour turnaround time, uBreakiFix provides a convenient option for phone repairs. You can book an appointment online or call 877-320-2237.
Local repair shops: Local repair shops in your neighborhood may offer faster turnaround times. However, if they are not authorized by your phone's manufacturer, they may not have access to the necessary diagnostic tools and parts. It's worth noting that right-to-repair advocates are working to address this issue by pushing for laws that grant access to these tools and parts, even for DIY repairs.

Phone Extended Warranties

The article also mentions phone extended warranties. Here are some key points to consider:

Repair costs: According to surveys, most phone repairs cost less than the price of an extended warranty. However, if you have an expensive phone like a $1,200 iPhone, you might find it beneficial to invest in AppleCare+ upfront. AppleCare+ covers repairs, including a broken screen, for a lower cost compared to out-of-warranty repairs.
Theft and loss protection: Companies like Apple and Samsung offer protection plans for theft and loss, but they come at an additional cost. Before purchasing such coverage, check if your credit card provides free damage and theft coverage for a certain period, usually 90 days. Additionally, your homeowners' insurance policy may also cover phone repairs or replacements.

Your Tech Support Toolkit

To be prepared for any tech crisis, here are three expert tips:

Organize your information: Create a file with your tech receipts, manuals, and troubleshooting guides. Include serial numbers, log-ins, and passwords. It's also helpful to take photographs of your computer and router setups, so you know which cables go where.
Keep your software updated: Manufacturers release system updates to fix bugs and protect against security threats. Install these updates promptly. Laptops and smartphones usually prompt you to update, but routers may require manual activation. Many modern routers have automatic update features that can be activated through a mobile app or the device's settings.
Back up your data: To protect your important files and photos, regularly back up your data. You can use an external hard drive or opt for cloud storage backup plans like Google Drive. Having multiple backup options ensures your data is preserved even if your device is lost or damaged.

I hope these tips and insights help you address phone issues and find the right repair options. If you have any further questions, feel free to ask!