What to include in a repair enquiry.

Start with the device and the symptoms

Include the brand, full model and what you can see happening. “The phone shows a charging symbol but the battery level stays the same” explains more than “the battery is broken”. You do not need to diagnose it yourself.

If you are unsure of the model, use our model identification guide. Say whether the fault is constant or intermittent, when it started and whether any functions still work.

Add the relevant history

Mention a drop, liquid exposure, previous repair or recent change if it relates to the problem. Say whether you have a current backup and whether keeping access to the data is a priority.

Keep the first message focused. Passwords, unlock codes, recovery codes, private documents and a full IMEI are not needed for a general enquiry.

An example you can adapt

Hi FixnSave, I have a Samsung Galaxy [full model]. The display lights up, but touch does not respond on the lower half. It started after a drop yesterday. Calls still come through, and I have a recent backup. Could you let me know the assessment process, repair options and current quote?

This is an illustrative enquiry, not a customer repair case. Replace the details with what is true for your device.

Ask what the next step includes

Ask whether an assessment is needed, whether it carries a charge, what the proposed quote covers and whether parts availability affects the plan. Confirm any data implications and how additional work would be agreed before proceeding.

An initial description may not reveal every fault. Keep the distinction between an estimate based on your message and a quote following any necessary inspection clear.

Our enquiry form sends your details directly to FixnSave when you select Send enquiry and complete the security check. You can also call or visit; check the contact and visit details before travelling.