Frequently Asked Questions

Below is a list of Frequently Asked Questions about our repair service.

General Questions

What types of Smartphones do you repair?

We repair all smartphones available in the market including Apple, HTC, Samsung, Motorola, Blackberry, Nokia and Huawei smartphones.

I tried repairing my smartphone myself, can I still bring it in for repair or diagnostic?

Yes, no problem, please walk in to the store and bring your device, we will look at what you have tried and work out a solution to get your device back to working order.

I have multiple issues with my smartphone, can I get a deal on multiple repairs?

Yes you can, give us a call and describe your problem and we will see what we could do for you.

Mail in Repair Questions

Can I mail in any device for repair?

You can mail-in anything listed on our site. If you have any questions or your device is not listed please call and our technicians will assist you.

What should I include when I am shipping my device to you?

We only need your device, do not include accessories, the original packaging as this will only increase shipping cost. Any other information we need will be provided from the mail-in form.

Do I have to include my passcode with my phone?

It is recommended. We need the passcode in order to test your phone after the repair. If you do not wish to provide your passcode, certain phone functions won’t be tested such us camera, Wi-Fi, and Bluetooth, and therefore can’t be verified by us to work.

Do you need my SIM card?

No we do not need your SIM card but without it we cannot fully test your device.

Liquid Damage Service

What should I do if my device falls in water or another liquid?

Do not turn on your device. It’s best if you bring it the next day or even the same day, as we will have a better chance of repairing it. Of course if you can’t make it to one of our locations, try to dry it out, then bring or mail your device to one of our locations.

My device was water damaged and now everything seems to work fine except for one function, do I still need the full water damage service?

The easiest answer to that question is to simply call us at one of our locations so our technicians can diagnose the problem.

How long do water damage repairs take to complete?

Water damage repairs generally take between 24 and 72 hours to complete depending on the level of damage. This estimate can vary, however, depending on the extent of the damage to the logic board and other components.

Glass & LCD Replacement Service

After dropping my phone it has become unresponsive to touch, does the glass repair fix this issue?

Yes, any non responsiveness your phone is suffering due to a drop will be corrected with the Glass & Digitizer repair, as the Digitizer that is being replaced is the part responsible for all touch functionality. Check out our glass replacement article to learn more about broken glass and the repair process.

How do I know if I need the LCD repair or not?

If the actual screen of the phone is bleeding, white, or has any dead pixels then you’re going to need to select the LCD & Glass option as the LCD has suffered irreversible damage. Still not sure? Send a picture of the current condition of the phone while it is powered on to repairs@phoneessence.co.uk and we will do our best to diagnose it.

The glass on my iPhone is completely shattered and is chipping off, is the glass replacement service all I need?

Yes, the glass replacement service will replace the entire glass face, so the extent of the damage to the previous glass does not matter.

Computer Repair Service

What do i need to bring to repair my laptop?

We require your laptop, charger and any passwords that are on the device (bios, user login).  You can bring your laptop bag as well if you wish.

Will i loose any data?

We aim to NEVER loose any of your data when doing repairs to your laptop, however depending on the service that may not be possible.  Please see our computer services page for more information

I forgot my user password, can you help?

Possibly, it depends on what password, however we may require you to prove that you are the owner of the computer prior to any work being carried out.

If you bring in a device for password removal and only bring your ID we will log that information and the information of the Device (serial number, device tag etc…), however, if you bring in the sales receipt of the device, then we will gladly assist you.  Please contact us to find out more.

HELP! i think i have a virus on my computer, will i loose all my data?

Not always, our lab technicians have developed a process that allows them to scan all of your computer and check where the virus is, in 99.9% of cases we can recover your personal files, and all our technicians follow the strict policy when it comes to users data and NONE is stored on our systems once your computer is repaired.

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