Denver, Colorado—Acme Revival, a startup dedicated to providing an alternative to manufacturer-led electronics repair, is facing unexpected challenges from its own customer base. The company, which focuses on repairing a wide range of electronics—particularly medical devices—was founded to further the "right to repair" movement, offering solutions for customers whose only option would otherwise be expensive and often limited manufacturer services.

Acme Revival’s business model aims to make repairs accessible and affordable, often offering repair quotes at-cost to help medical facilities, clinics, and other professionals maintain their equipment without the hefty fees demanded by manufacturers. However, the company’s seemingly well-intentioned mission is being tested by abusive behaviors from its own customers, who are abandoning their devices rather than settling their repair bills.

According to Acme Revival, an alarming number of customers—particularly medical facilities—have taken advantage of their services by abandoning their devices after receiving diagnostic and repair quotes. These customers are leaving Acme with thousands of pounds of unclaimed electronic and medical devices, turning its repair facilities into what they call “unintended electronic wastelands." Many of these devices fall under the classification of hazardous waste, adding another layer of difficulty for the company to manage.

Acme Revival provides a courtesy 15-day window for customers to approve or reject their repair quotes and settle any initial diagnostic labor costs. Instead of honoring their commitment, some customers have chosen to ignore these agreements, refusing to pay for services already performed and abandoning their devices at Acme’s facilities. Despite Acme Revival’s efforts to communicate, including daily email reminders, delinquent accounts and unpaid balances have become a growing issue for the company.

The abuse has not only created logistical and financial challenges but has also put a strain on Acme Revival's ability to continue offering at-cost services. Acme claims it is now exploring additional steps it can take to mitigate abuse, including stricter contractual terms, more aggressive enforcement of storage fees, legal action where necessary, and assistance from government agencies such as the EPA and local governing support.

The increasing prevalence of abandoned electronic devices poses a significant challenge for the repair industry as a whole. Ironically, companies like Acme Revival—founded to provide more affordable and accessible repair options—find themselves grappling with the very customers they set out to help. The abuse of these services has shifted the focus away from making repairs more accessible to dealing with the fallout of unpaid bills and hazardous waste, threatening the sustainability of their mission to support the right to repair.