Henry Lucman, Director of Dr. Gadget
Henry Lucman as well as business partner
In This kind of issue of Indonesia Expat, we took interest inside the technology sector as well as conversed with Henry Lucman, director as well as co-owner of a startup technology reparation boutique, specializing in Apple products, called Dr. Gadget.
How as well as when did your business take its start?
We began the business back in 2012. the item all began because we both had broken iPhones as well as iPads, as well as there was no service centre which is actually reliable as well as worthy to fix our beloved devices.
Was the item a relatively easy ride to start up the company or did you find difficulties? How did you overcome them?
As with anyone who has gone through a startup might tell you, the item can be a roller coaster ride. We found which educating people which not all technology repairs are created equally could be quite challenging. Even until at This kind of point, we see a lot of people bring their Apple gadgets to us after some different repair centre ‘tried’ to fix the item, yet the item only made the situation worse. We slowly learnt the symptoms, implement the QC as well as do our best possible to fix all the Apple devices.
Why was technology repair the pathway you chose for your business?
We have been in love with technology since we were younger, so a lot of people always asked us about their gadgets anyway. Also, This kind of might sound corny, nevertheless when you see the smile by people’s faces when they get their beloved devices back by the ‘dead’ is actually very satisfying.
Who are your clientele/market?
All Apple users are our clients; those who have iPhones, iPads, Macbooks, as well as iMacs. The client itself could be individuals or corporations.
What was the reason behind building your business in repairing solely Apple products? What are the specific products you handle?
The choice was quite easy to make. We didn’t have a lot of capital invested inside the beginning as well as to stock on all the myriad Android phone parts out there might be startup suicide. By focusing on Apple devices only, our stocks can be manageable as well as the item might be easier for us to maintain a high service level. We pride ourselves in getting the job well done, so focusing comes naturally. Currently, we support repairs for iPhones, iPads, Macbooks as well as iMacs. as well as by concentrating on only the Apple brand, we might be able to learn more on the issues as well as become more professional as well as the best there is actually in fixing all the devices, by spare parts replacements to fixing IC problems, etc.
Who are your main competitors? What sets you apart by different gadget reparation stores?
We won’t say which we have a head-to-head competitor because the way we do our service as well as warranty are quite different by the others. By focusing on getting the job well done as well as giving blanket warranty (as well as not just on the parts which we fix), we give our clients peace of mind. When you bring your device to us, we make sure which everything works fine before we return the item to you. Our 90 day warranty is actually given to ensure which if there is actually anything which doesn’t work within 90 days, we will fix the item for free.
Henry Lucman inside the middle
What is actually your role in Dr. Gadget?
My role is actually as the director for Dr. Gadget, to supervise the expansion of the stores, concepts as well as different value added services which we can give to our customers such as SPM (Service Protection Membership), casings as well as different accessories which are not bad as well as affordable for the Apple communities.
What are the main gadget damages your clients come to you for? Were there any instances in which you have to consult an Apple affiliate directly to resolve a client’s request?
There are no main damages, as there are so many varieties of customers. nevertheless we have successfully revived water damaged iPhones which has been left to rot for one month. Cracked screen as well as battery problems are the norm. The main culprits for the damages are usually because the clients dropped the device, water damage or normal wear as well as tear. We have our affiliate partner by overseas to exchange information on how to fix the device problems.
What did you study in university? How did the interest for the technology sector, specifically its reparation, come to you?
As many Asian students studying abroad, I took a major in Business with the plan of helping the family business after I graduated. nevertheless when I finished studying, I jumped into the original dot-com bubble by working in a dot-com company in Singapore (Lycos Asia). Being involved inside the technology industry is actually liberating as well as I got hooked on the item. I’ve tried as well as set up some different tech-related businesses (such as VoIP) as well as failed. nevertheless the item is actually all a learning process which is actually helpful for the next startup.
You at This kind of point have two Dr. Gadget stores, in fX as well as Mangga Dua. How has the progress of your business been between the first as well as second store?
First stores are always the hardest. We had to learn about the behaviour as well as expectations of Indonesian customers as well as adjust accordingly on the fly. the item also took more than a year to learn as well as train the technicians up to the current standard, the sales reps at the stores on how to properly respond to customers, etc. Our second store was just recently launched in February 2014. Business has been picking up steadily, as we have more customers through word of mouth, Google ads, websites, banner ads, as well as also working with telco operators.
Where do you obtain the parts to replace damaged iphone/ipad items with? Are they original parts by Apple manufacturers?
We obtain the best parts there are by our overseas suppliers. While using original/best parts might definitely help, the item won’t be optimal if not supported by our QC procedures as well as continuous internal training.
How do you charge your clients for reparations?
We calculate the repair based on the spare part’s costs plus service. We are not the cheapest, nevertheless we get the job done well. We try to cater towards all levels of iPhone customers. nevertheless again, we try to balance the three ethos of service – not bad, CHEAP, FAST:
1. not bad service + cheap won’t be fast
2. not bad service + fast won’t be cheap
3. Fast service + cheap won’t be not bad
How many employees do you have at Dr. Gadget?
Currently we have 12 people as well as continually growing.
How easy/difficult is actually the item to run a little to medium sized business in Indonesia?
Entrepreneurship is actually always a learning process. the item is actually never easy, especially with the challenges of getting quality human resources, unhealthy competition, as well as unclear regulations always looming inside the background. nevertheless we believe as long as we strive to do our best, the rest will take care of itself.
How do you see your business growing inside the next few years? Are there plans to expand as well as open more branches soon?
We are intending to open one or two more branches in Jakarta by the end of the year. For next year, we intend to open four more branches in Jakarta as well as different parts of Indonesia, including Bali.
Thanks for your time, Henry! To contact Henry, email info@doc-gadget.com
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Henry Lucman, Director of Dr. Gadget
Henry Lucman, Director of Dr. Gadget