How devices should be prepared, tested, and handled when they are left for diagnostics or repair.
Customers should back up their device whenever possible before any repair or diagnostic work. Damaged phones, water-damaged phones, and intermittent board-level faults always carry some data risk.
A passcode should only be shared when test access is genuinely needed to confirm a fault or verify a completed repair. If access is not needed, the device should remain locked. Shared passcodes should be changed by the customer after collection.
Customers should not be asked for Apple ID, Google account, or Samsung account passwords as a routine repair step. Activation lock or account lock issues should be resolved by the account holder.
Personal content should not be copied, retained, or reviewed unless access is directly necessary for agreed testing. Any access that is needed should be limited to the minimum practical step required to confirm device behaviour.
Customers should remove accessories, cards, and non-essential items when possible before leaving a device for repair. This reduces loss, confusion, and handover mistakes.
Water-damaged phones, devices that do not boot, and board-level cases may need deeper diagnostic work before a clear answer can be given. In these situations, the right expectation is careful inspection rather than a guaranteed outcome.
The customer should be given a clear summary of the reported fault, the approved work, and the next step before the device is collected. Devices should be checked promptly at collection so any concern can be raised without delay.
The business should keep a clear record of contact attempts and collection reminders for devices left for long periods. Handling of long-unclaimed devices should follow local legal requirements and documented shop procedure.
If you want to confirm how a device will be handled before leaving it for inspection, use the details on the contact page.