- The Magazine
Seven years ago, Trevor Lyman taught himself how to fix his broken MacBook screen. It didn’t take long for the diehard Apple fan and Temple University graduate to realize a business opportunity — especially after the iPhone became a must-have commodity. In the years since he partnered up with his older brother Colin, relocated to D.C., opened up a Dupont Circle office, and their business CrackedMacScreen has been booming, with exceptional customer reviews on Yelp.
“It almost doesn’t matter what it is that you’re actually doing or selling as a business,” Trevor says. “We like to joke that we’re a customer service company that happens to fix Apple devices.”
The brothers are constantly thinking about how they can give better service. That’s why they recently hired a third employee, Chris, for their Dupont Circle location, to ensure they could continue offering same-day screen repair for iPhones and iPads — a process that takes one hour and three hours, respectively. The flat-rate costs range depending on the exact model but are usually less expensive with a faster turnaround than the Apple Store.
CrackedMacScreen essentially styles itself as a high-end repair service. “There are other businesses that do what we do, often for less cost, using lower quality glass,” Colin says. “Do you want it done right and to look good as new with us or do you want to possibly have your new screen fall off if you use some cheap mall kiosk?” In fact, the Apple Store is the main alternative to CrackedMacScreen. “But they’re not in the business of fixing things,” Trevor explains. “They’re in the business of selling things.” Which is why generally speaking they’ll only repair the screen on a device if it’s in otherwise unblemished, untouched condition — with no water damage or dents of any kind.
“We’re not trying to sell people,” Trevor says. “If there’s a better option, then we’ll recommend they take it.” Yet unlike the Apple Store, you never have to wait days just to get an appointment with CrackedMacScreen, much less to get your device repaired. And the business offers a six-month warranty on all repairs.
It all boils down to offering the best experience possible — as well as respecting customers and their connection to their smart devices. “Our devices these days are an extension of us,” Colin says. “Your iPhone is almost like a member of your family, almost like your kid.” And you want the best for your kid, right?
CrackedMacScreen is open from 8 a.m. to 5:30 p.m. Mondays through Fridays and from 10 a.m. to 3 p.m. on Saturdays, and located on the third floor of 1608 20th Street NW. Visit crackedmacscreen.com for more information or to schedule an appointment.
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