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How Our Phone Repair Service Works From your first message to your phone back in your hand, with no surprises along the way
You tell us what has happened, we work out the right repair, the price is agreed before anything starts, and your phone is repaired, tested and returned. Here's each stage, and what we promise at every one.
- Free collection
- Free diagnosis
- 24-month warranty
- No Fix, No Fee
Your repair journey in six steps
- Tell us what happenedYour phone model and the problem, in your own words.
- We work out the optionsWhether we can quote now or need to check the phone first.
- We arrange the handoverFree collection, or a repair where you are if the job allows.
- We check before repairingWe confirm the fault and flag anything that changes the job.
- Repair and testThe agreed work is done and the repaired functions are checked.
- Back to youYour phone is returned and you can try it for yourself.
Prefer us to come to you? See how our collection service works.
Clear faults and faults that need diagnosing
Some repairs start with a known broken part. Others start with a symptom, and finding the cause comes first.
| Stage | When the fault is clear | When the cause needs finding |
|---|---|---|
| First contact | An obvious problem, such as cracked glass after a drop | A symptom, such as random shutdowns or no power |
| Price | Usually quoted from the model and the damage | Confirmed once the cause is known |
| Before the repair | A quick check for anything else, such as a bent frame | Testing to find what is really responsible |
| Finish | Repair, reassembly and testing | The agreed repair, then testing that the symptom has gone |
Diagnosis can take a little longer, but it's cheaper than replacing the wrong part.
What you can count on
What to tell us when you get in touch
You don't need technical knowledge. These details simply help us get it right first time.
Your data and passcode
A screen, battery or charging repair doesn't wipe your phone, and you don't need to factory reset it first. Back up anything important if you can, just in case.
Some repairs, such as cameras, microphones and touch, are hard to test on a locked phone, so we may ask for your passcode. You can always ask why, and if you'd rather not share it, we'll tell you what can be tested without it.
What we test before your phone comes back
What can make a repair take longer
Most repairs go exactly to plan. The ones that take longer usually involve a part that has to be ordered, a bent frame, earlier repairs, liquid damage, or an intermittent fault that needs time to reproduce. If you need your phone back by a certain time for work or travel, tell us at the start and we'll plan around it.
Repair process FAQs
Do I need to know what's wrong with my phone?
No. Describe what it's doing and anything that happened beforehand. Working out the cause is our job.
Can you price the repair before seeing my phone?
Often, yes, when the fault is clear, such as a cracked screen. If several things could cause the symptom, we'll check the phone first and then confirm the price.
What if you find another problem?
We stop and explain it. Nothing extra is done or charged without your agreement.
Do I have to give you my passcode?
Not always. It depends on what needs testing, and if you'd rather not share it, we'll explain what can be checked without it.
How will I know the repair has worked?
We test the repaired functions before your phone comes back, and we'd encourage you to try them yourself straight away.
What if something goes wrong afterwards?
Get in touch. Every repair is covered by our 24-month warranty, and we'll arrange for your phone to be looked at again.
