TMT First is an award-winning tech repair centre with direct accreditations from Apple, Microsoft and Samsung, plus Emporia and JCB Phone. We process up to 250,000 devices per annum, but how do we repair each device? In this blog we take you step by step through the TMT First process…
The Enquiry
It all starts with a client enquiry. That might be a phone call, email, website enquiry or existing client who logs onto the TMT Connect Portal. TMT First has an account management team who service both existing and new accounts, guiding our clients every step of the way.
System Set Up
New clients will be taken through the account opening process and then given training on the TMT First Connect Portal. The automated system provides a fully self-serve digital journey for device repairs, providing notifications at each key stage of the process.
The client then inputs or uploads device information onto the Connect Portal. This includes their client reference, PO number (if raised, not mandatory), IMEI numbers, manufacturer and model and suspected device fault. Plus the return address for each device, should it need to be sent back to a customer or employee.
This is called the ‘Pre Alert’.
Device Receipt
Typically the client arranges delivery of the devices to TMT First, but we can arrange collection. This is especially of use for the Security Services as TMT First is Police Vetted NPPV2 Full, which means we can conduct secure collection and delivery. When delivering devices to TMT First the client provides their unique reference number and company details in the shipment. Once received TMT First then match the delivery with the Pre Alert.
Top Tip: all ‘Mobile Device Management’ and ‘Find My iPhone’ software needs to be removed prior to delivering devices to TMT First.
Triage
Once in receipt of the devices, TMT First conducts a triage service. A full diagnostics check determines the repair requirement (sometimes a cracked screen is hiding another issue). For mobile phones there is a thorough 52 point check to determine the exact health of the device.
In Progress
Following triage TMT First adds a status report to the Connect Portal, this is referred to as ‘In Progress’ and includes:
- Devices received (by IMEI).
- With technician (if fault being investigated or an in-warranty repair).
- Quote Sent (email notification sent to client).
The client will receive an email notification once the repair quote has been sent by TMT First. By logging onto the Connect Portal the client selects ‘Accept’ or ‘Reject.’
Parts Order
At TMT First we hold up to £1m of device parts for phones, tablets, wearables, games consoles and laptops – often we already have the parts in stock. If not, we can source many parts within 24 hours of ordering. We only use genuine parts for our direct partners and endeavour to use genuine parts for all other OEM’s.
Repair
Client devices are taken to the TMT First repair department where our OEM and TMT First Academy trained technicians are waiting. Equipped with OEM tooling and diagnostics – our first time repair success rates of 98%+ are the envy of the industry. In a sterile, demagnetised and secure environment each device is meticulously repaired and tested. A device only leaves the repair centre when we are sure it is fixed.
Quality Control
One of the reasons TMT First is the market leader is because we retest each device following repair, for a mobile phone this includes a further 52 point check. Further checks are also made to ensure software is up to date and all data has been wiped. These follow up checks further reduce the potential for any errors.
Shipping
Based on the information supplied, devices are shipped back either to consumers, employees or client premises. This is notified to the client on email and can then be referenced on the Connect Portal.
Reporting & Invoicing
Post shipment the client invoice is raised, tailored to their specification and formatting. In addition all information and reporting is available on the Connect Portal.
To Finish
The TMT First repair service is a fully digital, self-serve system that delivers a best in class experience.
At TMT First we appreciate every client has different needs. Be that specific SLA’s or reporting needs, the ability to send 1 repair or 100. The option to send a batch of devices for TMT First to log and grade before we even consider repairs.
Our team can offer bespoke services and support to suit your organisations needs, so get in touch with the 2025 Mobile Industry Awards ‘Best Repair Service’.