Frequently Asked Questions

APPLE

How do I back up my device to ensure I don’t lose any data?


There’s some information on the Apple website that will guide you through the back-up process to ensure that you don’t lose any data in the process of repair.




How long will the repair take?


Screen replacements typically take up to 1 hour. Battery replacements typically take 30 minutes.




My TouchID (fingerprint scanner) doesn’t work, can you fix it?


No. Your fingerprint is encrypted for security reasons, meaning only Apple can replace the Touch ID/fingerprint sensor.




Will replacing my screen cause me to lose my TouchID (fingerprint scanner)?


No. We carefully transplant the original Touch ID/fingerprint sensor from your original screen to the shiny new replacement screen.




Can you fix a blank black/“dead” screen?


Possibly. We’d first need to inspect the device in order to identify whether the issue is with the screen or another component. If the issue is with the screen, we can resolve it by replacing it.




Will you delete my data when you fix my phone?


No. We do not delete any data in the process of the repair. However, we do not take any responsibility for any (unlikely) data loss that may occur during the repair.




Will repairing my device with you void my existing warranty with the manufacturer?


Yes. But if your device has been accidentally damaged, the manufacturer's warranty will usually have already been voided.




I don’t know what is wrong with my device. Can you help?


Yes. We offer an inspection and diagnostics service for a £25 fee, which is then discounted from the total price of the repair if you decide to proceed with the suggested repair.




My device is water damaged. Can you fix it?


Possibly. We can definitely inspect the device and, if needed, we can offer a special micro-soldering repair, which typically takes place off-site.




Can you fix software issues?


No. We currently don’t offer software fixes. However, we are more than happy to offer advice where we can.




Do you try to make my device water-resistant before finishing a repair?


Yes. If your device contains adhesive sealant before a repair, we will replace this with new adhesive sealant before completing the repair. However, we cannot guarantee that your device will remain entirely waterproof or water-resistant.




If I damage my device after you’ve fixed it, will you repair it again under warranty?


No. Our warranty is voided if your device is subject to accidental (or deliberate!) damage post-repair. Remember, it’s a warranty policy, not an insurance policy.




If I take my device elsewhere to be repaired after my Cracked It repair, will it void the warranty?


Yes. Any repair done elsewhere after your Cracked It repair will automatically void your warranty with us.




My battery drains quickly. Can you help with that?


Yes. Take a look at these quick tips that will help you get the most life out of your battery. If you’ve tried those tips and are still worried about your battery life, we offer a battery replacement service.




Will you be on-hand to provide support after my repair?


Yes. We offer a 90-day warranty on screen and battery replacements. Ts&Cs apply.




Do you use original Apple parts for your repairs?


No, as an independent social enterprise, we use high-quality compatible parts and are unable to use those of the Device manufacturer.





ANDROID

My fingerprint sensor doesn’t work, can you fix it?


Yes. We can replace the fingerprint sensor.




Can you fix a blank/“dead” screen?


Possibly. We’d first need to inspect the device in order to identify whether the issue is with the screen or another component. If the issue is with the screen, we can resolve it by replacing it.




Will you delete my data when you fix my phone?


No. We do not delete any data in the process of the repair. However, we do not take any responsibility for any (unlikely) data loss that may occur during the repair.




How do I back up my device to ensure I don’t lose any data?


You can use this guide to back up your device, prior to your arrival at our clinic.




I don’t know what is wrong with my device. Can you help?


Yes. We offer an inspection and diagnostics service for a £25 fee, which is then discounted from the total price of the repair if you decide to proceed with the suggested repair.




My device is water damaged. Can you fix it?


Possibly. We can definitely inspect the device and if needed, we can offer a special micro-soldering repair, which typically takes place off-site.




Can you fix software issues?


No. We currently don’t offer software fixes. However, we are more than happy to offer advice where we can.




Do you try to make my device water-resistant before finishing a repair?


Yes. If your device contains adhesive sealant before a repair, we will replace this with new adhesive sealant before completing the repair. However, we cannot guarantee that your device will remain entirely waterproof or water-resistant.




Will you be on-hand to provide support after my repair?


Yes. We offer a 90-day warranty on screen and battery replacements. Ts&Cs apply.




If I damage my device after you’ve fixed it, will you repair it again under warranty?


No. Our warranty is voided if your device is subject to accidental (or deliberate!) damage post-repair. Remember, it’s a warranty policy, not an insurance policy.




If I take my device elsewhere to be repaired after my Cracked It repair, will it void the warranty?


Yes. Any repair done elsewhere after your Cracked It repair will automatically void your warranty with us.




My battery drains quickly. Can you help?


Yes. Take a look at these quick tips that will help you get the most life out of your battery. If you’ve tried those tips and are still worried about your battery life, we offer a battery replacement service.




Will repairing my device with you void my existing warranty with the manufacturer?


Yes. But if your device has been accidentally damaged, the manufacturer's warranty will usually have already been voided.




How long will the repair take?


Screen replacements typically take up to 1 hour. Battery replacements typically take 30 minutes.




Do you use genuine replacement parts for your repairs?


In some cases we are able to source genuine replacement parts from the manufacturer, where unable to do so, we use high-quality compatible parts. Do get in touch for more info about specific brands and models.





REPAIR RESCUE

Where can you collect my device from?


Any address in the following London boroughs: Barnet Camden City of London Greenwich Hackney Islington Kensington & Chelsea Lambeth Lewisham Newham Southwark Tower Hamlets Westminster




What if I’m just outside those areas?


Get in touch with us using the web chat function.




How much does the service cost?


The price list can be found here.




Can I book two repair services at once?


Yes. When you book your repair you will have the option to add more repairs to the same device before you check out.




Can I have more than one phone repaired and returned on the same day?


Yes, but you will need to book and pay for these separately. Follow the same process and select the same day for collection.




Where is the repair carried out?


All work is carried out at Cracked It’s Canary Wharf HQ.




What’s the latest I can book an appointment?


You can book a repair 12 hours before the appointment for most Apple products and 72 hours for all other devices. This is because we order specialist parts on a bespoke basis and are held to the delivery times of our stockists.




Will your technician need to come into my home or workplace?


No. All work is carried out under strict Public Health England guidance and we will not come within two metres of you or enter your premises.




Why do you ask whether me or anyone in my home is showing symptoms of COVID-19?


We will get in touch with you to confirm when you started to experience symptoms, as we won't be able to serve you until your self-isolation period is over (i.e. the recommended 14 days). In addition, our engineers are empowered to make their own personal assessments of each repair collection. This means they can decide to rearrange the repair if they feel it's the right, and safe thing to do. We appreciate this could be frustrating, but hope you understand we're doing our best to protect everyone - including you. You will not be charged for us rearranging your appointment.




What happens if I’m not home when the courier arrives to collect my device?


If you are not at the address when we come to collect the device, our courier will wait for up to 15 minutes for you to arrive. If you are not present by then, your repair will be cancelled and a £35 charge applied.




What happens if I’m not home when the courier arrives drop off my device?


If you are not at the address when we return the device, our courier will wait for up to 15 minutes for you to arrive. If you are not present by then, we will safely return it to our HQ. You may either arrange to collect this from our HQ or we can arrange a re-delivery by courier, at an additional cost of £25. We can leave your phone with a nominated person at the same address, however you will need to contact us from your registered email or phone number to confirm their name. The nominated person will also need to show us their ID.




I’m going to be late – will the engineer wait?


Your repair hero will wait for up to 15 minutes when they arrive at your address within the time slot provided. After 15 minutes has elapsed, your appointment will be cancelled and a £35 charge applied.




Is it possible to select a specific time for my repair?


Unfortunately not. We will collect your device between 9am and 11am on the day of your repair, and return it between 4pm and 6pm. If there are urgent, unexpected issues with this, please get in touch with us.




Can I change the date of my repair?


Yes, but we require a minimum of 24 hours notice to cancel your original appointment. Giving less than 24 hours notice will incur a £25.00 cancellation fee.




How do you safeguard my phone and data during the repair?


We keep your devices in padded, protective sleeves when in transit. We also have goods in trust insurance and goods in transit insurance that covers the repair journey - from it leaving your hands to us returning it. We do not delete or access any of your personal data during the repair without your authorisation, and have a privacy policy that explains exactly what data we need from you and how we use this. As we want to be completely transparent, you can also watch your repair being completed in real time!




Do I need to watch my repair being completed?


In short, no. We use Zoom to communicate with you during your repair so you can be present for the diagnostic test. If we find there are faults with your device during these tests, we ask you to recognise these and confirm you are happy to continue with the repair. It is not mandatory for you to attend the Zoom call, but if you do not, we cannot take responsibility for any fault we identify (which will likely persist even once the repair you have commissioned is completed). The Zoom call will be recorded so that we can evidence the fault was discovered during the diagnostic test and deleted after 90 days. There is more information on our use of Zoom in the privacy policy.




What happens if I’ve booked the wrong device?


If you book the wrong device we may not have the correct parts to carry out your repair. If we don’t have these in stock, this will incur a £25.00 cancellation fee and you will need to book another appointment.




Can I cancel my repair?


Yes but we require a minimum of 24 hours notice. Giving less than 24 hours notice will incur a £25 cancellation fee.





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Cracked It C.I.C. - No. 10114176  |  Cracked It Repairs Limited - No. 11251314  |  Copyright © 2020 Cracked It. All rights reserved.