Frequently Asked Question’s
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- Why should I send my device to Fone Angels?
Fone Angels is the UK’s leading mobile phone and tablet repair specialists. Although we repair hundreds of devices every week from all across the UK, we still give each and every device our undivided attention and care. We know the importance of keeping you informed, so we will let you know when we receive your device, when it is being repaired and when it’s ready to be returned. For added reassurance, all our repairs carry a full no-quibble 12 month warranty. Check our Terms and Conditions for full details.
- How long will it take to repair my device?
If you require your device to be repaired urgently and want a guaranteed turnaround time, just select our Express Repair service (additional fee applies). With this service, your device is repaired while you wait (for Walk-in customers) or 24 hours(for mail-in/courier customers). We normally complete standard repairs within 3-5 working days of receipt of the device. If your device has been sent in for diagnosis, has experienced liquid damage or has complications, this can sometimes extend the repair time.
- Why have I received an additional repair recommendation?
We inspect each and every device thoroughly before repair to ensure there are no other issues relating to your device. 90% of all devices we receive have involved some form of accidental damage; either by being dropped or having some form of impact damage. Depending on the location of the damage this can affect underlying components and compromise their future reliability. If an actual fault is identified we will advise of the necessary action required. Alternatively, if a recommendation is made we explain the reasons for this and ask for your approval before proceeding. We make recommendations as a duty of care to ensure the continuing reliability of your device and to prevent the need for it to be returned again for repair. All customers can choose to decline any recommendations and continue with the original repair only. If you have any questions regarding additional repair recommendations, please contact customer services directly.
- Who do I contact if I need to make a complaint?
If you are unhappy with any aspect of the service, in the first instance please email firstname.lastname@example.org. We treat complaints very seriously and we will always try and resolve any issues swiftly and professionally. A senior customer service adviser will investigate your complaint and get back in contact as soon as possible. If your complaint cannot be resolved within 24-48 hours it will be automatically escalated.
- I would prefer to bring my device in person. Can I wait while it is being repaired?
Yes (we like to meet our customers!). You are welcome to use our While-U-Wait service, but this is by appointment only. Please call us to arrange a time slot. Typically most phone repairs will take around 30 mins and iPad repairs take 2-3 hours. Our offices and national repair centre is based in Rickmansworth, Hertfordshire.
- How do you return my device?
All our repairs are returned by Royal Mail tracked delivery. We have specially designed box packaging to ensure your device is well protected during transit. Standard return delivery charges apply to mainland UK, Northern Ireland and the Channel Islands. Other overseas destinations are not covered by our standard return delivery and will incur additional charges.
- How do I arrange a courier to collect my device?
Simply select the courier collection option at the checkout page. We will then contact you to organise a convenient day for collection. Collection will be at any time between 9am and 6:00pm Monday to Friday but you will be notified of a 1 hour time slot on the morning of delivery. Please note, packaging is not provided. It is essential that your device is adequately protected during transit as we are not liable for any damage or loss caused by inadequate protection. We strongly recommend that you send your device in it’s original box or padded box.
- Is there anything I should do before sending in my device?
We recommend that you back up your device and reset it to the original factory settings. This way your privacy is protected and we are able to fully test the device after repair.
- How do I send in my device for repair?
Firstly, order your repair online. Once your have proceeded through the checkout and made payment you will be automatically sent an order confirmation by email. This will contain your unique 5 digit Order number. Please print this out and include with your device in a box or padded envelope making sure it is properly protected. We recommend that you use Royal Mail’s Next Day Special Delivery service which is insured up to £500 and is fully trackable. Then send it to:
Once we receive the device we will attempt the repair. If the problem is more serious than expected we may need to contact you to advise you of a new price, and get your authority to continue. Once we have completed the repair we will return your device using Royal Mail Next Day Special Delivery.
- Will any repairs void my manufacturers warranty?
Repairs not conducted by the manufacturer will usually void your warranty. Accidental damage to your device is not covered under most manufacturer warranties.
- What kind of parts do you use for repairs?
We use only high quality third party manufacturer parts for our repairs. If you wish to use only genuine original parts, we suggest you contact the manufacturer of your device. All our parts are carefully selected to offer an equivalent standard of finish, fit and long term reliability. For added reassurance, we offer a 12 month warranty. Most leading manufacturers only give a 90 day warranty for their repairs.
- Is there a warranty?
All our repairs carry a 12 month warranty except the following:
– liquid damage repair which has a 30 day warranty
Please check our Terms and Conditions for further details.
- What payment methods do you accept?
We accept all major UK credit or debit cards
- Will I lose any data from my device?
For the majority of repairs, your data will remain unaffected, however there are some instances such as liquid damage that could result in data loss. We strongly advise all customers to back up their data before sending in their devices.
- If you can’t fix my device can you sell me a refurbished one?
We do not currently offer replacement handsets for sale but we will be launching this service very soon.
- When do I pay for the repair?
Payment for repair is made upfront. If there are additional repair requirements, payment will need to be made before any repair work can be completed.
- What happens if I change my mind?
If we haven’t already started your repair, we are happy to return your device to you with a refund of your repair cost. However, we do ask that return postage and packing of £9.99 is covered. Once the repair is underway or has been completed you can still cancel the repair provided it is within the 14 day cancellation period. We will however charge for any work already completed. Please see our terms and conditions for more details.
- What if I don’t know what’s wrong with my device?
Sometimes it isn’t obvious what is wrong with your device. If this is the case, we offer a diagnosis service. Simply select the ‘Not Sure?’ button on the repair page. Once we receive your device, our technicians will inspect it and contact you with the repair work required. If you choose not to go ahead with the repair, we will return your device free of charge. See our Terms and Conditions for further details.
- Is my data held on my device private?
For your own protection, we strongly advise all customers to back up their data and factory reset their device before sending it to us. FoneAngels adhere to strict privacy guidelines and we do not pass any personal information to third parties.