Some technology manufacturers deliberately make it near impossible for legitimate third-party repairers to fix their equipment. We need right to repair laws now.
These manufacturers are experts at denying so-called unauthorised repairers:
- Access to genuine parts or pricing them so high that it is uneconomic to repair
- Access to repair manuals or error code fixes
- Claiming that the equipment contains trade-secrets and placing software locks making third-party repair impossible.
- Making it impossible to remove things like rear covers, screens and batteries without ruining or breaking part of the device
- Using adhesive materials that make it very hard to disassemble and reassemble.
- Placing ‘Warranty void if opened’ stickers or indicators on the equipment
- And waging a campaign of fear, uncertainty and deception (FUD) about the horror stories of using third-party repairers
Welcome to the world of third-party and out-of-warranty technology repairers.
Reputable US ‘tear-down’ specialist IFIXIT.ORG is at the forefront of the battle to allow consumers a choice in where they get say, a cracked smartphone screen fixed, or a spent battery replaced.
These are everyday occurrences, and many manufacturer repairs costs are several times the price of a third-party repair. If only they could get the parts.
For example, an unnamed smartphone maker (with a fruity moniker) charges over A$400 for a replacement screen. The actual cost is around $40. With the right tools, it takes 30 minutes work – $100 all up at worst.
A well-known brand (what is it with rotten fruit?) was to task by Australian Competition and Consumer Commission (ACCC). It has reduced its battery replacement fee of around $120 labour by two-thirds (for a limited time and conditions apply). But third-party batteries sell for around $10-30 (“genuine” branded batteries sell for around $100-150). Most third-party repairers quote about $50 to do the work.
What is happening with the right to repair movement?
First, look at the long battle now won for Australia for car mechanics. They now have the right to do log-book servicing and repairs that don’t void the manufacturer’s warranty. The ACCC got involved here too.
“A manufacturer’s warranty is a promise to the consumer that the vehicle will be free from defects for a certain period. While a manufacturer can have certain requirements in its warranty terms – such as ensuring any servicing is carried out by qualified staff, according to the manufacturer’s specification, and that appropriate quality parts are used where required – it can’t require you to service your vehicle through an authorised dealer to keep your warranty intact. Provided you service the vehicle per any such requirements, the warranty will remain valid. If the manufacturer’s warranty states that the vehicle can only be serviced by an authorised dealer, this may raise concerns under the Competition and Consumer Act”.
Australian law is now closely aligned to most western countries. However third-party mechanics often bemoan that its almost impossible to get genuine parts from car manufacturers. No wonder there is a flourishing third-party made, wrecking, grey and parallel import parts market.
In the US Right to Repair legislation is gaining momentum. So far in 2018, seventeen states have introduced right to repair bills despite strident opposition from some manufacturers. This bipartisan legislation will substantially reduce repair costs. It would give independent repair shops access to the parts, tools, and information that they need to repair electronic equipment. Good-bye and good riddance to that genuine service cash-cow
IFIXIT says Apple and other electronics manufacturers continue to oppose Right to Repair despite huge popular support. They argue that providing repair information to independent shops would threaten their intellectual property and engender dangerous modifications. Increasingly, state representatives are rejecting these arguments.
GadgetGuy’s take
We don’t usually take a political stance. But we, and many of our readers think the intimidation tactics of some electronics makers is just wrong.
Not surprisingly the companies lobbying against it do not ever speak publicly. Why do they oppose fair repair laws? Why do they spend millions on lobbying to keep the status quo? Could it be that repairs are a cash-cow?
We have not had this argument yet in Australia – it is time.
Some years ago I took a Samsung monitor to their local authorised service centre, indicating that it was failing to power up. They kept it for at least two or three weeks, then told me that the spare part was no longer available, and had the temerity to charge me $70 for their failure to be able to repair one of their own products.
After that, I searched around and found a one-man business that offered to repair the monitor for $70 on a no-fix-no-fee basis. And he did repair it., taking only a few days to establish that one of the capacitors had burnt out (“Poor design by Samsung” he said, and being an electronics engineer he would know). This is not the first time that I’ve found small and micro-businesses to be more responsive and effective than the big companies.
While Samsung make some excellent gear, their support and repair departments leave much to be desired. Same for most if not all of the other big vendors, I guess. Are there any with consistently excellent support and repair facilities, in Australia and worldwide?
Hi Tony
Good to see you on the site. Feel free to add your considerable expertise to it via comments.
This ‘no right to repair’ rubbish must stop, and it is a timely message to ‘shop small’. Point in case, we have moved to the Central Coast where we now shop small. Our car needed annual logbook service and the manufacturer quoted over $900. A local mechanic who drives the same brand quoted $300.
CE/IT stuff is notoriously difficult to repair unless you have a long-forgotten board level repair ability.
“unnamed smartphone maker” and “A well-known brand”. You’re allowing the bastards to hide, name and shame them!
Wish I could but our legal budget is miniscule. Could be a fruity flavoured vendor.