Your device in our care
How we look after your device
When a device comes into our care, everything that comes with it is photographed, written on your job ticket and kept with it until it is back in your hands. Here is why we work this way, and the six steps we follow every time.
Why this page exists
A customer's case went missing. This is what we changed.
A customer handed us their device in its case. When the repair was finished, the case could not be found. We had no record of what had come in with the device, so we assumed it had arrived without one and sent it back in a different case, without explaining why. When the customer asked about their own case, we could not tell them what had happened.
Losing the case was our mistake. Not being able to explain it was worse, because it asked the customer to trust us when we had nothing to show them. We apologised, and we put it right with them directly.
The cause was simple. Nothing recorded what came in, so nothing could prove what should go back. The six steps below close that gap. Jordan is accountable for every repair we carry out, whoever does the work.
Check-in to handover
Six steps, on every device that comes into our care.
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Photographed when it comes in
Your device is photographed with you there, along with everything that comes with it: the case, the charger, the bag.
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Written on your job ticket
Each item is listed on the job ticket, and you get a copy, so there is a record on both sides of exactly what we have.
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Kept together
Your device and its accessories stay in one tray, labelled with your job number, for as long as they are with us.
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Repaired to a written checklist
Our own team follows a written procedure for each type of repair, so every device is handled the same careful way.
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Tested before it comes back
Every repair is checked before we get in touch to tell you it is ready.
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Checked off with you
When your device comes back to you, we go through the ticket together, item by item.
FAQ
The questions people ask about it.
Why do you photograph my device and accessories?
So there is a record, made with you there, of exactly what came in and what condition it was in. It protects you and it protects us, and it means a question about a charger or a case is answered by looking, not by guessing. We keep the photos for 90 days after your device comes back to you, the same period as our workmanship guarantee, and then delete them.
What if something is missing when my device comes back?
Tell us straight away. The photos and the ticket show exactly what came in, so there is nothing to argue about. If we have lost something of yours, we put it right.
How we price a repair, and what happens if we cannot fix it, is on No Fix, No Fee. The full agreement is in our terms and conditions.