The fixed fee covers the postal charge and handling fees required to get your handset to us. It includes a pre-paid Insured Special Delivery bag for you to send the handset to us, as well as for the handset to be returned to you by Insured Special Delivery.
If the fault with the handset is covered by the manufacturer's warranty, you will not be charged for the repair.
We assess all handsets thoroughly to establish the cause of the fault and potential repair options. If this analysis reveals that the handset cannot be repaired, we will contact you to let you know. You can then decide to have the handset returned to you - in this case, there were will an additional £15 charge to cover the time and costs we have incurred on the handset analysis. Alternatively, we may be able to offer to retain the handset to ensure it is properly recycled.
If your handset is not covered by your manufacturer's warranty (for example, if the damage has been caused by physical damage), we will contact you to advise you of this. We will quote you a fixed price to repair the handset, which includes all parts and labour required. If you choose to accept the quote, we will repair the handset and return it to you. Alternatively, you may opt to have the handset returned to you, for which an additional £15 charge will be due to cover the time and costs incurred on the handset analysis. We may also be able to offer to retain the handset to ensure that it is properly recycled.
If you want to check on the progress of your repair, please call us on 0800 028 0833.
As well as the handset itself, you should send us your battery and proof of purchase (please see the question below on proof of purchase). If your handset has a power or charging related fault, you should also send us your charger.
Yes! In some instances, proof of purchase is required by the manufacturer to confirm that your handset is under warranty. If you do not send proof of purchase to us, it is possible that we will be unable to process your repair under warranty. This means that you may be required to pay additional repair fees - so if you still have proof of purchase for your handset, please send it to us. Please note that we cannot return the proof of purchase to you, so if you wish to retain a copy for yourself, please send us a photocopy.
Either a till receipt or a contract upgrade letter or notice is accepted by the manufacturer to confirm handset warranty. Please note that we cannot return the proof of purchase to you, so if you wish to retain a copy for yourself, please send us a photocopy.