Device repair for Massachusetts hospitals and practices. Records, not assurances.

Say what you can sign before anything moves

Most healthcare buyers stop reading vendor pages at the compliance question, so we will answer it first. We treat every device you hand us as though it carries protected health information. We access only what a repair requires, which for screen, battery, and port work is a power-on and function test. Nothing gets copied, imaged, or kept. Devices stay in our shop and are never sent to a third party without your written approval.

If your compliance team needs a business associate agreement, a data handling addendum, a defined erasure standard, or written destruction documentation, raise it in the very first conversation. We will tell you exactly what we can sign and produce before a single device leaves your building, rather than discovering the gap later. Wipes are performed on written intake instruction and logged per unit by serial number.

What actually costs you money

The repair invoice is the small number. The expensive number is the shared phone a floor depends on sitting in a drawer, the cart tablet that is out for a week, or the provider laptop that dies on a fully booked morning. Everything about an account with us is arranged around that instead of around unit price.

That means parts held for the models you actually run, a turnaround expectation set against that mix before anything breaks, collection and return so your staff is not running devices down Route 1, and a spare pool of your own sized against your real failure rate rather than someone’s guess at procurement time.

The devices we take, and the ones we do not

We repair the general-purpose technology that clinical and administrative work runs on: iPhones and Android phones, iPads and other tablets including cart-mounted and rugged-cased units, MacBooks and Windows laptops, desktops, and the batteries, ports, screens, and cables that fail around them.

Strange hardware is welcome and often the most interesting work we do. Ruggedized handhelds, vehicle-mounted terminals, barcode scanners, and equipment with no obvious category have all landed on this bench, and the answer on all devices is yes. Bring the unusual one in, take the free diagnostic, and you will know where you stand before committing anything. We will not quote a time or a price on it sight unseen.

We are not a medical equipment service company and we do not work on regulated diagnostic or therapeutic devices. A vendor who says yes to everything is a liability. If you are not sure which side of that line a particular device sits on, ask and you will get a straight answer.

Turnaround, and defining urgent in advance

Everyday phone and tablet repairs are frequently same day when we hold your parts, which is arranged at setup rather than improvised during an outage. That much is just how the bench runs.

Across the account there is no fixed figure and we are not going to invent one. How long a repair takes turns on what the device is and how many of them arrive together, and a tablet screen and a liquid-damaged laptop are not the same promise. We work the expectation out with you when the account opens, against your actual mix, and we tell you where a unit stands rather than leaving you to chase it. Anything heading for a late finish reaches you before the deadline, not after it.

We also agree beforehand what urgent means in your organization and what we do when it happens. Working that out in advance, rather than at 8 AM on the worst Monday of the quarter, is the difference between a vendor who helps and a vendor who apologizes.

Spares, since even a fast repair is an absence

A same-day turnaround still removes a device for a shift, which in a clinical setting is frequently unacceptable. We do not lend out devices, so the genuine fix is a correctly sized spare pool that you own, with the repair bench keeping it filled.

At setup we look at failure rates by device type and department and tell you what buffer that justifies. We then sequence repairs so the pool refills continuously instead of emptying before anybody notices.

Filling it is cheaper than most people assume. We sell certified pre-owned phones and tablets, so a spare can be a CPO unit of a model your floors already carry rather than a new purchase, and retired units pulled aside during a refresh serve the same purpose for nothing.

Collection, delivery, and chain of custody

Collection and delivery is included with the account once your repair volume passes a minimum we agree at setup. We work to a schedule you define, to a dock, a facilities office, or an IT room, whichever fits your process, and around clinical hours where needed.

Every unit is logged leaving and returning by serial number, with the reported fault, the work performed, and the outcome attached. That gives you a written chain of custody rather than a verbal handoff nobody recorded, which is what your auditors will want to see.

Devices out of clinical areas

Say where a device has been before you hand it over. If it came from an isolation room, a procedure area, or anywhere with a specific cleaning protocol attached, flag it at intake and we will handle it accordingly. Vendors outside healthcare never think to ask, and your infection prevention people will notice that we did.

If your policy requires devices to be disinfected before they leave the building or before they return to service, tell us the standard you use and we will work to it.

Purchase orders, invoicing, and budget lines

Accounts are invoiced, never swiped at a counter. The usual arrangement is an invoice against your PO on Net 30 terms once the account is open, with a written quote issued first when your process requires a quote before a PO can be raised.

We complete W-9 and vendor onboarding inside your system, itemize by department, facility, or cost center, and consolidate into monthly billing instead of a scatter of small charges. If repair spend needs to be separated between operating budget and a capital refresh project, we can present it that way.

Pricing and contracts

Nothing is priced on this page because your device mix, volume, and logistics determine it, and a published number would mislead almost everyone. You receive a written price sheet for your common repairs, held for an agreed term so you can budget from it, with a defined route for anything that falls outside it.

If your organization needs a formal contract with service levels attached, or has to run a competitive process, we will work through it with you rather than trying to route around it.

Risk and liability

Opening electronics carries risk, and it rises sharply on devices with prior damage, previous third-party repair work, or liquid corrosion. We identify those at intake and tell you before we proceed, because whether an aging unit is worth new parts is your decision.

If we damage something in our care, we make it right. If risk management or procurement requires a certificate of insurance, a signed vendor agreement, or specific indemnity language on file first, raise it early and we will work through it with you.

A named person, not a case number

Your account has a named store manager who repairs devices personally, and you get a direct line to them. Not a queue, not a rotating account rep. Escalation is two steps: our operations manager, who handles parts and the hardest diagnostics, and the owner, who founded this company in 2011 and still answers the phone.

For most facilities and IT managers, that is the deciding factor. You are not really buying repairs. You are buying the confidence that a person with authority picks up when something has gone wrong.