What to put in an email
The more of this you include, the more useful the first reply will be:
- What the device is: laptop, desktop, phone, tablet, console, drive, something else.
- The make and model, as exactly as you can. For a laptop it is usually on a sticker underneath; for a phone it is in Settings under About.
- What it is doing, or not doing, and when it started. "Turns on but the screen stays black" is far more useful than "broken".
- Anything that happened to it: a drop, a spill, a storm, an update.
- How you would like to get it to us: mail-in, drop-off or a house call, and roughly where you are.
- Your ticket number, if you already have one.
If you are ready to book, the repair request form asks for all of that and gives you a ticket number on the spot. Emailing first is fine if you would rather ask something before committing.
Already have a repair with us?
The Check Status page shows where a repair has got to, using your ticket number and the email address you used on the request. Quotes and questions from us come to that same address, so keep an eye on the spam folder the first time.