Some Advice

It sucks when your phone breaks. You need that phone. Your stuff is on that phone. And there are people just waiting to help get it fixed for you. But things often go a bit wrong... so some advice might help.


We will check your fault. If you say the phone gets up and walks away while you're writing a text message, we will write a text message and watch what happens. If you say the phone doesn't turn on, we will attempt to turn it on.
So please tell us what is happening! I see tickets with "Fault: N/A", "Fault: the thingie doesn't go", "Fault: phone is broken"... If I'm not sure what's happening, I will mark the phone No Fault Found and send it to the call centre so they can call you up and ask you what's going on. I am not, NOT, sending a phone as repaired unless I know it works.
And please don't lie! I catch customers every day in outright, simple, easily-caught lies. This doesn't just mean scammers who lie about the phone being broken at all; this also means people who add a few 'extra' faults to their ticket to make it all sound more serious. We will test. We will find out. Then we will repair only what is actually broken.

Liquids are bad, bad, not repairable, and out of warranty. People send in phones saying there's liquid damage. This does make it quick and easy for me to document it and send the phone back as unrepairable, but it wastes the customer's time. I also get phones asking if they can get a quote for an out of warranty repair for liquid - that's a reasonable idea, but a look through the manual or a quick search online will confirm that it can't be done.

Take care of your phone. The majority of the phones I see are scratched, dinged, dirty or absolutely filthy. This does have an immediate connection to why these phones are in for repair. Get a case. Avoid duststorms. Try not to drop it much. Avoid steam. You're carrying delicate electronics around with you - sometimes, life just happens, but a little caution will seriously improve the odds you never need a repair.

If you won't read the manual, at least look questions up online. These little dohickeys are complicated. They have a crapload of features, and apps, and bells, and whistles. If you can't find a setting or your phone is doing something odd, a quick scan through the manual's table of contents or a quick web search could save you a lot of time sending it in. Not always, but definitely worth a shot!