Our Repair Process – Step by Step

 

We make your repair experience as simple and transparent as possible. Here’s how it works:

  1. Drop-Off at the Welcome Desk

You can bring your device directly to our Welcome Desk, where our friendly team will assist you.
All servicing and repairs are carried out in a controlled, professional environment by our team of highly experienced and qualified engineers.
We offer a “No Fix, No Fee” policy on all repairs, giving you complete peace of mind.

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  1. Inspection & Free Assessment

In most cases, your device will be inspected while you wait.
Our engineer will:

  • Identify the fault
  • Recommend the most effective and cost-efficient repair solution
  • Assess required parts
  • Provide a detailed inspection report and a clear cost estimate (labour and parts included)

You’ll then decide whether to proceed with the repair. We’ll also collect your preferred contact details at this stage.

Your device is then transferred to our Service Centre, assigned a unique repair reference, and securely stored along with any accessories you’ve provided.

You’ll receive an email with your repair reference number, allowing you to track the repair status anytime via our online system.

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  1. Additional Quotation (If Needed)

Occasionally, during the repair process, we may uncover additional issues—such as internal damage or another component failure—that were not visible during the initial assessment.

If this occurs:

  • We will email you a detailed report and an updated quotation for approval
  • If no email is available, we will call you to discuss the revised estimate

If you decline the additional work or if the device is deemed Beyond Economical Repair (BER):

  • You will not be charged anything beyond any applicable return shipping costs
  • If you prefer not to have the item returned, we can dispose of it free of charge

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  1. Repair in Progress

Once you approve the repair:

  • We will order any necessary parts if they are not already in stock
  • All repairs are completed by our skilled technicians at our Service Centre
  • Your device will undergo rigorous quality inspection before being marked as complete

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  1. Collection or Delivery

After passing all final tests, we will contact you to confirm that your device is ready for collection at our Welcome Desk.

If needed, we can also arrange delivery—please let us know your preference.

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