Is your mobile playing up? Can't turn on your tablet, or is your GPS on the fritz? Don't worry - help is just around the corner. Sending your device for service doesn't have to be complicated or stressful. This guide will walk you through the entire process, from backing up your data to understanding warranty coverage and what to expect during service. 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:
- Check the user manual for troubleshooting tips.
- Visit the manufacturer's website for support information. You can find a list of our suppliers and their websites here.
- If the problem persists, we at POWER recommend that you visit one of our warehouses to resolve it.
Drop Off at a warehouse
You're welcome to bring your device to any POWER warehouse Remember to bring your receipt. If you are unable to visit one of our warehouses, we can help you with a return label so that you can easily send your device for service. That way, we'll make sure you get the help you need, wherever you are.
Note: Some products are serviced in the warehouse, while others are sent to our service partners. The process can take up to 4 weeks.
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 the warehouse.
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 your device is under warranty or extended warranty, have this information ready.
Understanding Warranty and Service Coverage
- Warranty and statutory rights cover 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) is not covered by warranty or statutory rights.
- For repairs outside of warranty, you may have to pay for both examination and repair.
Note: 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 4 weeks, depending on the problem and necessary parts.
- 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 us immediately for follow-up support.
We're committed to getting your device back in working order as quickly and efficiently as possible. If you have any questions along the way, don't hesitate to contact our customer service team or visit the nearest POWER warehouse.
Frequently Asked Questions
The service process can take up to 4 weeks, depending on the nature of the problem. We'll keep you updated on the progress.
Yes, back up all important data. Your device may be reset during repair. We offer backup assistance in our warehouses.
The warranty covers manufacturing defects and faults. It doesn't cover damage from accidents, misuse, or normal wear and tear.
No, accidental damages aren't covered by the standard warranty. You'll receive a price estimate for approval before any out-of-warranty repairs.
If you can't be without your product during the service period, ask for a loan product in the store when you start your service case. Availability may vary, and we usually can offer a phone, tablet, computer, or vacuum cleaner. For appliances and other large products, unfortunately we cannot offer loan products, but we do our best to meet your needs.
Prepare your device by:
- Backing up all data
- Removing all accessories
- Deactivating security features
- Cleaning the device
- Gathering purchase receipt and warranty information
Inform us when you drop off the device. This may limit certain repairs or diagnostics.
We can't guarantee this. Back up before service and be prepared to reinstall apps and restore purchases afterwards.
Contact our customer service team or visit the warehouse where you dropped off the device. We'll address your concerns.
It is difficult to provide an exact estimate for the cost of a repair. Neither customer service nor the store can give a price before the product has been assessed by an external repair center. Once the product has been evaluated, you will receive a cost estimate, which you can choose to approve or decline before the repair is carried out. If you decide not to approve the estimate but still want the product returned unrepaired, you will be required to pay for shipping and the diagnostic assessment. Alternatively, you may choose to discard the product at the repair center, then only the diagnostic assessment cost is to be paid.
We'll update you via email or phone. Contact our customer service team for additional updates.