Diagnostic Policy

Effective March 21st, 2026

A Friendly Note From Our Tech Team

We love helping our customers, and we’re always glad to give quick advice. If it takes less than 10 minutes, it’s on the house — think of it as a friendly tip, not a full service.

When it takes longer than that, it becomes real diagnostic work — testing components, opening the device, running software checks, and isolating the problem. At that point, a minimum charge of $55 applies.

Diagnostic Fees

If the issue is obvious, the diagnostic is free. No charge for telling you what you already suspected.

If we need to spend time testing, opening, or troubleshooting to locate the problem, a diagnostic fee applies:

• Computers (desktops, laptops, MacBooks): $85
• Other devices (phones, tablets, consoles, drones): $55

The Good Part

Your diagnostic fee is always applied toward the repair if you choose to fix the device with us. You never lose money on a diagnostic — it simply becomes part of your repair cost.

Why We Charge for Diagnostics

Proper diagnostics require trained technicians, professional tools, and dedicated time. When we diagnose your device, we’re not guessing — we’re systematically testing hardware components, running software checks, and narrowing down the exact cause of the problem.

This process ensures you get an accurate repair estimate and avoids unnecessary part replacements that could cost you more in the long run.

Broken Club Members

Members of our Broken Club never worry about diagnostic fees. You always have free support with Concierge Service included in your membership.

Ask our technician today how you can join and enjoy worry-free service. Learn more about the Broken Club →

Quick Reference