uBreakiFix co-founder says new mobile repair service is about creating a great customer experience


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uBreakiFix president and co-founder Justin Wetherill talks about the company’s “We Come to You” mobile repair service and the future of electronics repairs on this Dynamic Developer podcast.

uBreakiFix, which currently specializes in repairing personal electronics at its corporate and franchise stores across the U.S. and Canada, launched a new program in October 2020 that sends a technician to a customer’s house to fix their broken devices.

The ‘We Come to You’ on-site repair program lets cusomters schedule an appoint for a technician to visit their home, office or other location and complete the repair in under two hours or less. The repairs are performed in a mobile repair vehicle and eligible services include “smartphone screen repairs and battery replacements for most models.” At launch the program covers over 85% of the U.S., and the company plans to add more areas and eligible repairs in the future.

uBreakiFix’s no-contract, on-site repair program for small electronics could definitely fill a gap in the current market for personal device repair. On-site repair services are common in the business market and even in the consumer space for large appliances. Best Buy offers in-home electronics repairs through its Geek Squad group, but only for customers with a Total Tech Support membership ($200 a year) or for those who purchase a Geek Squad Protection Plan when they buy a device. Small electronics, such as smartphones, computers, and game consoles, must usually be taken to a brick-and-mortar location (Apple store, Best Buy, uBreakiFix store, or local independent shop) or shipped to a repair facility for service.

In a special episode of the Dynamic Developer podcast, I spoke with uBreakiFix president and co-founder Justin Wetherill about the We Come to You program, how his experience trying to get his iPhone 3G fixed lead him to start the company, and why now was the right time to launch an on-site repair service. You can listen to the podcast player embedded in this article, watch a video above, or read a transcript of the interview below, edited…