FIELD LOGBOOK

UPDATED WEEKLY

FIX PROTOCOLS ON FILE

An issue earns a spot when it walks in three times.

We're not interested in one-offs. If three customers walk in with the exact same fault on the exact same model, we open the affected device, write a fix protocol, and log it here so the next person who searches for the symptom finds the answer.

Every entry is something we can fix on the spot, today, with parts on the shelf. Mention the issue number on the way in and we'll have the part ready.

HOW THE LOGBOOK WORKS

Three steps. Three customers.

Pattern observed

Same fault, same model, three or more visits. We're not interested in one-offs.

Root cause found

We dismantle the affected component and find the root cause — not just the surface fix.

Fix protocol written

Step-by-step bench procedure that's repeatable in under an hour, with parts on the shelf.

ALL ISSUES

Logged so far.

This page only lists the patterns we've seen often enough to write a fix protocol for. If your symptom isn't here, we still want to look — diagnostics are free.

#001

SYMPTOM STATUS · FIX KNOWN VERY COMMON

Earpiece dead — can't hear callers without speakerphone

Earpiece speaker that's gone silent — we see it every week on the iPhone 12 generation.

SAME PROBLEMS ON

iPhone 12 mini · 12 · 12 Pro · 12 Pro Max

WHY IT HAPPENS

The earpiece speaker on iPhone 12 generation models is on a shared flex with the proximity sensor and ambient light sensor. After ~2 years of use, the speaker itself degrades — but the sensors are still fine. The whole flex isn't the problem; just the small earpiece module on it.

WHAT MOST SHOPS DO WRONG

Most shops — and even Apple Genius Bar in some cases — quote you the "full sensor flex" replacement. That part is paired to your phone at the factory, so swapping it without proper transfer kills Face ID, True Tone, and auto-brightness. You pay $400 and lose features.

HOW WE FIX IT

Targeted earpiece swap only — sensor flex untouched
Face ID, True Tone & auto-brightness preserved
Replace only what's actually failing
Inspect & test sensor flex connectors before quoting

#002

SYMPTOM STATUS · FIX KNOWN SAMSUNG

Charging intermittent — only at certain angles

Charge cuts in and out. Cable wiggle revives it temporarily. Phone fine when plugged in just-so, dies when you put it down.

SAME PROBLEMS ON

Galaxy S20 / S21 / S22 / S23 series · Note 20 · Z Fold

WHY IT HAPPENS

Samsung's charging board uses two FPC (flexible printed circuit) connectors — one at each end. After ~18 months of plug-in cycles, one of the two connectors loosens and the contact becomes intermittent. The USB-C port itself is usually fine.

WHAT MOST SHOPS DO WRONG

Most shops swap the whole charging assembly without testing which end has gone — twice the part cost, half the diagnosis. Worse: they fit US-spec parts that aren't region-matched to your Australian Galaxy, which causes signal drops a week later.

HOW WE FIX IT

Inspect & test both FPC connectors before quoting
Re-seat or replace only the degraded end
Region-matched parts on Samsung (no firmware mismatches)
Free ultrasonic clean of port included

#003

SYMPTOM STATUS · FIX KNOWN VERY COMMON

"SIM not detected" — signal drops in and out

Reception comes and goes. SIM card not recognised some days. Almost always the same hidden cause.

SAME PROBLEMS ON

iPhone 11 · 12 · 13 · 14 series · Galaxy S20 / S21 · Pixel 6 / 7

WHY IT HAPPENS

The SIM tray sits on the lower antenna assembly. Over time, the spring contacts inside the tray wear down (especially if you've swapped SIMs more than 2-3 times). The tray makes intermittent contact with the antenna pads — phone shows full bars one minute, "No service" the next.

WHAT MOST SHOPS DO WRONG

Shops blame the carrier first ("call Telstra"), then quote you a full logic-board diagnosis at $300+ when carrier checks come back clean. The SIM tray itself costs $15 and 5 minutes — but most shops don't think to check it.

HOW WE FIX IT

Replace SIM tray + contacts (5 min, $35 all in)
Test with both carrier SIMs we keep on hand
If tray fixes it, you walk out same day
If signal antenna itself failed, we quote that separately — no surprise

#004

SYMPTOM STATUS · FIX KNOWN

MacBook keyboard — sticky or repeating keys

One key won't press, or registers double-presses. Common after coffee/wine spills but also happens dry.

SAME PROBLEMS ON

MacBook Pro 2016–2019 (butterfly) · MacBook Air 2018–2019 · MacBook Pro 14"/16" 2021+

WHY IT HAPPENS

On butterfly-keyboard MacBooks (2016–2019), a single grain of dust can wedge under a keycap and trigger repeating or non-responsive keys. On newer scissor-switch MacBooks, the cause is usually liquid residue between the membrane and the keycap base.

WHAT MOST SHOPS DO WRONG

Quote you a full topcase replacement ($600+). Sometimes necessary on butterfly Macs, but on newer scissor-switch models a careful ultrasonic clean of the affected keys saves you $500.

HOW WE FIX IT

Diagnose single-key vs systemic failure first
Ultrasonic clean attempted on scissor-switch ($79)
Single-key replacement where available ($89)
Full topcase swap only when actually needed

#005

SYMPTOM STATUS · FIX KNOWN

Pixel fingerprint sensor — slow or fails to unlock

Under-display fingerprint reader on Pixel 6/7 takes 3-4 tries to register your finger. Sometimes just gives up.

SAME PROBLEMS ON

Pixel 6 · 6 Pro · 7 · 7 Pro

WHY IT HAPPENS

The under-display fingerprint sensor on Pixel 6/7 sits behind a screen protector layer that ages. After ~12 months, microscopic delamination between the protector adhesive and the OLED reduces the sensor's optical clarity by 20-30% — enough to fail the fingerprint match.

WHAT MOST SHOPS DO WRONG

Tell you the sensor is dead and quote a full display assembly replacement ($350+). The sensor itself is fine — it's the layer in front of it.

HOW WE FIX IT

Re-laminate the protector layer over the sensor area
Re-train fingerprint after re-lamination
Test against all 5 fingerprint slots
Only suggest sensor replacement if re-lam fails

#006

SYMPTOM STATUS · FIX KNOWN

Face ID fails after a drop — "Move iPhone lower"

Phone fell, screen looks fine, but Face ID throws "Move iPhone lower" or "Move iPhone higher" forever. Won't enrol either.

SAME PROBLEMS ON

iPhone X · XS · 11 · 12 · 13 · 14 series · 15 series

WHY IT HAPPENS

The Dynamic Island / True Depth camera assembly contains the dot projector and flood illuminator that power Face ID. A drop can dislodge the dot projector even when the screen survives — it's a tiny component and very impact-sensitive. iOS can't recalibrate around a shifted projector.

WHAT MOST SHOPS DO WRONG

Tell you "Face ID is dead, only Apple can fix it." Technically true — generic Face ID modules aren't paired to your phone. But the dot projector chip-level transfer (taking the original chip off the damaged module and onto a new flex) is a known repair that we do.

HOW WE FIX IT

Diagnose: is it the projector, flood, or the IR camera?
Chip-level transfer of the original dot projector to new flex
Full Face ID re-enrol after fit
No part pairing issues — original chip preserved

#007

SYMPTOM STATUS · FIX KNOWN

iPad Apple Pencil — won't pair or only writes intermittently

Pencil 2 won't magnetically pair to iPad Pro. Or pairs but pressure-sensitivity is dead. Or works in some apps, not others.

SAME PROBLEMS ON

iPad Pro 11" / 12.9" (3rd gen onwards) · iPad Air 4 / 5 · iPad mini 6

WHY IT HAPPENS

Two distinct causes. (1) The Pencil itself: tip wear or internal pressure sensor failure. Solution = $29 new tip or $50 Pencil refurb. (2) The iPad's digitiser controller (separate from the screen) losing calibration after a hard knock or drop.

WHAT MOST SHOPS DO WRONG

Quote you a new iPad Pencil ($200) without diagnosing first. We test your Pencil on three of our iPads and your iPad with three of our Pencils — diagnostic costs us 5 minutes, saves you $170 when the answer turns out to be a $29 tip.

HOW WE FIX IT

Cross-test Pencil + iPad on our bench (free)
Pencil tip replacement: $29 while you wait
Digitiser controller re-flow on iPad: from $89
Pencil refurb (sensor + tip): $50

#008

SYMPTOM STATUS · FIX KNOWN VERY COMMON

Switch Joycon drift — character walks on its own

Left or right Joycon registers stick input when no thumb is on it. Mario starts walking. The cursor floats. Universal Switch problem.

SAME PROBLEMS ON

Switch (all revisions) · Switch Lite · Switch OLED · PS5 DualSense · Xbox Series controller

WHY IT HAPPENS

Nintendo's analog stick uses a small graphite-on-plastic potentiometer that wears down within 12-18 months of normal use. Once worn, the "neutral" position drifts off-centre. PS5 DualSense and Xbox controllers use the same kind of part and have the same problem.

WHAT MOST SHOPS DO WRONG

Try to clean the stick with contact cleaner — works for a week, fails again. Or quote a full Joycon replacement ($95). Both are wrong: the right fix is the analog module swap, which is the part that actually wears.

HOW WE FIX IT

Replace analog stick module (not the whole Joycon)
While-you-wait, 30 minutes for a pair
Same fix on PS5 DualSense and Xbox controllers
Hall-effect stick upgrade available for serial drifters

RECOGNISE YOURS?

Get it logged-and-fixed.

Mention the issue number on the way in and we'll have the part ready. Free diagnostic if your symptom isn't on the list — and if three of us have seen it, you'll be the one who got it logged.

Get a quote · 60 seconds Walk in or call

INSURANCE CLAIMS

Damaged on a policy? We do the assessment, report and parts list.

See insurance process

FIELD LOGBOOK · LIVE

Tell us what your phone's doing. We'll log it next.

Add my symptom