How to Prepare Your Tele Device for Service: A Step-by-Step Guide

Quick Overview

This guide helps you prepare your device (phone, tablet, GPS, or smartwatch) for service. Bring your device to your nearest POWER store or send it to us. First, back up your data, remove accessories, and take your receipt. Our average service time is 10-15 working days. Warranty covers manufacturing defects, not accidents or user errors.

Is your mobile playing up? Can't turn on your tablet, or is your GPS on the fritz? Don't worry - we are here to help. By following these steps, you'll ensure your device is properly prepared, your data is protected, and you're fully informed about the service process. Let's get your device back in tip-top shape!

Understanding Your Service Options

If your mobile phone, tablet, GPS, or smartwatch isn't working properly, we're here to help. Before proceeding with a service request, consider these steps:

1. Check the user manual for troubleshooting tips. You can also try and reboot your device.
2. Visit the manufacturer's website for support information. You can find a list of our suppliers and their websites here.
3. If the problem persists, you have two main options for service:

Option 1: Send Your Device To POWER

You can easily send your phone or tablet to us.

1. Our customer service will give you all the necessary information on how to send your device to us.

Option 2: Bring Your Device To Store

You're welcome to bring your device to any POWER store. Remember to bring your receipt.

Note: Most of the repair services are handled in maintenance companies authorized by the manufacturer. Our average service time is 10-15 working days and you can follow the progress with service reference given from the store.

Preparing Your Device for Service

1. Back Up Your Data

This is crucial to protect your personal information:

• Create a backup of all important data (contacts, photos, documents, apps, etc.).
• Be aware that your device may be reset during service, potentially erasing all data.
• If you need help with backup, we offer this as an extra service when you drop off the device in-store.

Important: If you don't back up paid services or apps, you might have to purchase them again after service.

2. Prepare Your Device

• Remove all accessories (case, screen protector, SD card, SIM card).
• If possible, deactivate all lock screens, passwords, or Find My iPhone/device features.
• Ensure the device is clean and free from obvious damage.
• Include the charger or other relevant accessories, if applicable.

3. Gather Necessary Documentation

• Find your purchase receipt. If you can't find it, contact our customer service and we will help you.
• If your device has extended warranty, have this information ready.

Understanding Warranty and Service Coverage

The warranty period varies between 1-3 years depending on the manufacturer. Here is what you need to know about warranty:

• Warranty covers defects that were present when the product was purchased, or manufacturing defects that later cause a deficiency.
• Damage caused by external factors (e.g., drops, liquid damage, or normal wear and tear) or user errors is not covered by warranty or statutory rights.
• For repairs outside of warranty, you may have to pay for both examination and repair.

Note: External shock or bending damage can cause internal problems that aren't immediately visible. This can lead to malfunctions over time, even if the device looks fine initially.

What to Expect During the Service Process

• Service time can take up to 10-15 working days, depending on the problem and necessary parts.
• For in-store drop-offs, ask about loaner options if you need a temporary replacement.
• We'll contact you when the service is completed, with details on how to pick up your device or when it will be sent back to you.
• If additional repairs or costs are necessary, we'll contact you for approval before proceeding.

After-Service Care

• When you receive your device back, check that all functions are working correctly.
• Restore your data from the backup you made before service.
• If you experience issues after service, contact our customer service or visit our store for follow-up support.

If you have any questions along the way, don't hesitate to contact our customer service or visit the nearest POWER store.

Frequently Asked Questions

How long does the service process take?

Our average service time is 10-15 working days, depending on the nature of the problem. You can follow the progress with service reference given from the store.

Should I back up my data before service?

Yes, back up all important data. Your device may be reset during repair. We offer backup assistance in our stores for a fee.

What does the warranty cover?

The warranty covers manufacturing defects and faults. It doesn't cover damage from accidents, user errors, or normal wear and tear.

Are accidental damages covered?

No, accidental damages aren't covered by the standard warranty. You'll receive a price estimate for approval before any out-of-warranty repairs.

Can I get a loaner device?

You can ask for a loaner device when visiting our store.

What if I can't deactivate security features?

Inform us when you drop off the device. This may limit certain repairs or diagnostics.

Will apps and purchased content be restored after service?

We can't guarantee this. Back up before service and be prepared to reinstall apps and restore purchases afterwards.

What if the problems still continue after service?

Contact our customer service team or visit the store where you dropped off the device. We'll address your concerns.

What if I have an Apple phone with an AppleCare contract/insurance?

If your AppleCare insurance was purchased after 4.9.2024, you can file a damage claim directly with the insurance provider, SquareTrade, here

If your AppleCare contract was purchased before 4.9.2024, you can visit any POWER store, where the staff will assist you with your case.