Open a new smartphone or PC repair online in a few steps: shop, device, issue, accessories, spare-part quote and unlock details, even before bringing the device to the shop.
From your customer portal you can open a new smartphone, tablet or PC repair online without first having to physically go to the repair shop. This is not a simple contact form: it is a real three-step guided wizard that collects all the information the repair shop needs (which store, the device, the type of intervention, the issue, the device's access details, and even a spare-part quote) and creates the repair directly in the shop's system, complete with a repair number, exactly as if you had handed it over in person at the counter.
Once the request is sent, the repair immediately appears in the "My repairs" section of your customer portal, ready to be followed step by step. You still need to physically bring the device to the chosen shop, but most of the information-gathering work is already done online, so staff can prepare in advance instead of having to ask you every question at the counter.
Why it is useful for you as a customer
Filling out the request comfortably from home, before even leaving the house, saves you time when dropping off the device: you don't have to repeat the brand, model, issue and accessories out loud while there may be a queue at the counter, because everything is already written down and linked to your customer profile. If you already have a rough idea of the intervention's cost (for example replacing a screen), you can select the parts directly from the shop's price list and see a cost estimate before even going to the shop, so you arrive with a clear idea of the expense.
The wizard is also designed for the more delicate cases: if the device needs a PIN, an unlock pattern, or cloud account credentials to be worked on, you can enter them online at your own pace, even drawing the unlock pattern directly on the screen, instead of having to say it out loud in front of other people at the shop.
In practice
The process is organized in three steps. In the first, you choose the shop you want to entrust the device to (if the repair shop has only one store, it is selected automatically), the type of intervention requested (hardware, software, general service or maintenance) and the device type among those configured by the repair shop (smartphone, tablet, PC, and so on), picking it from a grid with the corresponding icons.
In the second step you enter the device's details: you can search for the exact model by brand and name, or, for smartphones, enter the 15-digit IMEI code and let the system automatically find the matching model. You add the device's color, the serial number if you know it, and describe the issue found in a free-text field: this field is mandatory, since it is the information that lets staff understand what is going on even before seeing the device. You can also note the device's aesthetic condition and the accessories you will bring with you (case, charger, and so on). If the device is protected by a PIN, an unlock pattern (which you can draw directly on the screen with your finger or mouse) or a cloud account, you can enter this information in this same screen, so staff can access it only when needed for the repair. Finally, you can flag whether the repair is urgent: if the repair shop applies a surcharge for urgent repairs, its cost and the reduced turnaround time are shown to you before confirming.
In the third step, if you have chosen a shop and a device model, you can browse that shop's repair price list for that specific model: you select the parts or interventions you think you need (for example "screen replacement"), specify the quantity if needed, and the system automatically calculates a quote with and without VAT, also showing you whether the part is actually in stock at that moment. In this same step you can also indicate the maximum amount you authorize for the spend and any deposit you intend to pay on drop-off, information that helps the repair shop organize the intervention better.
Once the request is sent, the repair is immediately created in the repair shop's system with an assigned repair number, and you are automatically taken to the detail of the new repair, where you can follow its status exactly like the others. If you later need to open a new repair for the same device (for example, a second, different issue after already collecting the device), you can start from a previously completed repair and launch a new one pre-filled with the same device data, so you don't have to re-enter brand, model, color, serial number and IMEI from scratch.
Quick guide
- Log in to your customer portal and open the "Request a repair" section.
- Choose the shop you want to entrust the device to, the type of intervention (hardware, software, service, maintenance) and the device type.
- Search for the exact model by brand and name, or enter the 15-digit IMEI to have it found automatically (smartphones only).
- Describe the issue found, and note the color, serial number, aesthetic condition and accessories you will bring with you.
- If needed, enter the PIN, unlock pattern or cloud account credentials, and flag whether the repair is urgent.
- If available, select the parts or interventions you expect from the price list to get an immediate cost estimate.
- Indicate the maximum authorized spending amount and any deposit, then send the request.
- Physically bring the device to the chosen shop: the repair has already been opened and you find it in the "My repairs" section.
Real use cases
Your smartphone's glass is cracked and you want to organize the repair before leaving home: you open the wizard, choose the nearest shop, search for your phone's model, describe the issue ("cracked screen, touch working") and, if the shop's price list covers that part for that model, you select "screen replacement" and immediately see a cost estimate. You arrive at the shop with the repair already open and a clear idea of the expense.
Your PC won't boot anymore and the technician needs access to your cloud account to recover your data: in the wizard's second step you calmly enter your cloud account credentials from home, instead of having to dictate them out loud at the counter in front of other people in the queue, and describe the problem found ("PC won't turn on, power light off").
You already had your smartphone's screen repaired a few months ago and now the battery has failed: you open the previously completed repair from the "My repairs" section and start a new request pre-filled with the brand, model, color, serial number and IMEI of the same device, only having to write the description of the new issue.
Tips and best practices
Describe the issue as precisely as possible: the more details you provide (when the problem started, under what circumstances it occurs, whether the device was dropped or got wet), the better staff can prepare in advance and correctly estimate time and cost. If you are not sure of your smartphone's exact model, use the IMEI search: it is the most reliable way to avoid mistakes, since it identifies the device unambiguously. Only enter the PIN and unlock pattern if strictly necessary for the repair: if the problem does not require powering on the device, you can leave them blank. If you opt for an urgent repair, always check the surcharge shown before confirming, so there are no surprises. Still bring an ID and, if possible, proof of purchase for the device when you physically hand the smartphone or PC over at the shop.
Frequently asked questions
Do I still need to bring the device to the shop after sending the request? Yes, the online request opens the repair in the repair shop's system, but physically dropping off the device always happens at the chosen store.
Does the online request really create the repair, or is it just a message staff have to register manually afterwards? It really creates the repair: as soon as you send the request, you get a repair number and find it immediately in the "My repairs" section, with the same level of detail as a repair opened at the counter.
Can I see a cost estimate before going to the shop? Yes, if you choose a shop and device model you can select parts or interventions from the shop's price list and immediately see a quote with and without VAT, as well as the part's stock availability.
Can I set an unlock pattern without saying it out loud to staff? Yes, in the wizard you can draw the device's unlock pattern directly on the screen, as well as enter the PIN or cloud account credentials completely on your own.
What happens if the part I need is not in stock? The wizard clearly shows the part's availability in the price list; if it is unavailable, you can still send the request and work out the details with staff when you drop off the device.
Can I reuse a previous repair's data to open a new one? Yes, from the "My repairs" section you can start a new request pre-filled with the brand, model, color, serial number and IMEI of a repair already completed in the past.
