Custom iPhones

Essential In-Store Tips For Quick And Efficient Service

Essential In-Store Tips For Quick And Efficient Service

Before your service appointment, ensure a smooth experience with these vital tips. From accurate product identification to data backup, we've got you covered.

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Essential In-Store Tips For Quick And Efficient Service

Before bringing your device in-store for service or repair, read these essential tips for a seamless experience, ensuring faster service and great results.

Try To Accurately Identify Your Product

Identify Your Product Over The Phone

Whilst contacting us online or over the phone, or when booking an appointment online, you’ll need to provide us what product your having issues with. Our team will need to know the exact model to provide an accurate price to repair as well as let you know parts availability.

Knowing the exact model also helps our team provide faster and more precise diagnostics as certain issues may only apply to certain products.


In some cases, the colour of your device is important for our team to provide you a service timeframe. For example, some parts such as the Frame Assembly or display may have different colours for each model.

Find What iPhone You Have

If your iPhone is on and you’re able to access the display, open the Settings app. Then click General > About > and let your team know the Model Name and Serial Number.

A Specialist may also ask for the Model Number, please tap the model number once to show a more accurate model number. To the right of model number, you’ll find the part number (for example, MWHL2X/A). To find the model number (for example, A2218), tap the part number.

If Your iPhone Isn’t Working

If your iPhone is not working, it’s best to try to remember what iPhone you have while on the phone to us or just bring it in-store.

To find the model number on an iPhone 8 or later, remove the SIM tray and look in the slot. Make sure that you’re in a place with a bright light. The model number is on the top side – the side with the display.  If you have an iPhone with eSIM you can find the model number by looking in the Lightning or USB-C connector.

Removing The Sim Tray From an iPhone 13
Removing The Sim Tray From an iPhone 13

Identify Your MacBook Pro Or MacBook Air

If your Mac is on you can find the Serial Number by clicking the Apple menu in to top left corner, then selecting About This Mac. You can then write down the Serial Number.

If your Mac is not working, you can check underneath for the Model Number and Serial Number.

Find Your iPad Serial Number

The best way to find your iPad Serial Number or Model Number is to look on the back of your iPad.

You can also find the Serial Number in Settings. Just open Settings, tap General, then tap About. Look for the model number in the top section. If the number has a slash “/”, that’s the part number (for example, MY3K2LL/A). To find the model number (for example, A2069), tap the part number.

Find Your Apple Watch Model

To find which Apple Watch you have, you can use the Apple Watch app on your iPhone Open the Apple Watch app, tap the My Watch tab, then tap General > About. Find the Model field. You may see a part number that begins with “M”. To find the Model Number, tap the Model field to update it to show a five-digit number that begins with “A”. This is your model number.

Identify Your Product In-Store

When you arrive in-store, our team of Repair Specialists will be able to accurately identify the product you need serviced.

Once this is complete, we’ll proceed with diagnostics testing and let you know the availability of any parts required for your repair.

Why We Need This Information & Why Does It Help Me?

There is a range of important reasons why we need to know the product you have.

  • It helps our Specialists provide more accurate service quotes. If you have an iPhone 13 Pro but only tell us you have an iPhone 13 we may provide you with a quote that is different to when we receive it in-store.
  • It helps us provide better and quicker service by putting any required parts on hold and you’ll be able to receive quicker, in-store service.
  • Certain products also have features that may only apply to those products, for example the iPhone 15 has a USB-C port and iPhone 14 and earlier models have a Lightning port.
  • Certain products may also have concerns that only features on certain models, such as battery issues on one model but not another.

Keep Your Contact Information Updated

Keeping accurate and up-to-date contact information ensures easy communication throughout the repair process, keeping you informed about the progress on your product. If needed, we may attempt to call you but if we can’t get through to you, we’ll follow up with an email. 

By providing out of date or incorrect information about you there may be delays to service and we may be unable to contact you about your product.

We may also recommend adding a secondary phone number or email that we can contact you on. In the case where you don’t have a secondary phone for us, we may be able to provide a loan device for you. 

Decide When To Charge Your Device

Charging your device before service can help enable quick diagnostics testing before and after repair, helping for a faster and more effective service. However, it’s crucial to exercise caution as charging before repair can potentially harm your product. Decide when to charge you device prior to service.

Display Replacement Or Other Service

If you’re still using your device or it still powers on and is working, such as a broken iPhone display or damaged back glass, charging your product can help our team to work more efficiently, reducing the time spent waiting for your product to power on.

Battery Service

When reaching out for battery service and replacement, please do not bring in your product with a fully charged battery. A full battery poses a safety risk to our Specialists during the service. To expedite the process, it’s best to ensure your product is discharged around 25% before service, preventing unnecessary delays, and ensuring the safety of our team.

Repair Specialist Completing An iPhone X Battery Replacement
Repair Specialist Completing An iPhone X Battery Replacement

Liquid Damage Or Data Recovery

If you are in touch with us for a liquid damage repair, data recovery, or your device doesn’t power on, do not charge you device. This can lead to damage your product and lead to permanent damage not allowing us to successfully repair your device.

Have Your Device Passcode Ready

To conduct thorough diagnostics and testing before and after repair, we kindly request your passcode. This ensures a comprehensive examination to identify and address any potential issues accurately. Please be assured that our Specialists strictly adhere to our Privacy Procedures, ensuring the confidentiality of your personal data. 

If you are unwilling to share your passcode or do not remember it, please be aware that it may limit our ability to assist you. It’s important to note that we are unable to unlock or reset your passcode.

For more information on our privacy procedures, you can refer to our documentation here.

Backup Your Data Prior To Service

Keep your information safe by trying to keep a backup of your data before repair. This precautionary step is important to prevent potential data loss during service. 

We recommend using iCloud or a secondary drive or Mac for this purpose. By proactively backing up your data, you can minimise any risk of any unintended loss during any repairs.

iCloud Backup Settings on iPhone 14 Pro
iCloud Backup Settings on iPhone 14 Pro

Ensure Software is Up-to-Date

Before bringing in your device for service or repair, it’s advisable to verify that your device is running the latest software version. Keeping your device’s software up-to-date is crucial as it may resolve various issues. Software updates include bug fixes, security enhancements, and improved stability.

By confirming that your device has the latest software installed, you not only increase the likelihood of issue resolution but also facilitate a more efficient diagnostic process during service. If you are unsure about how to check for or install software updates, our team will be able to check in-store.

Prepare for A Quick Upgrade

In certain situations, we may suggest upgrading to a new or refurbished device. Following these steps can help allow us to efficiently transfer your data to your new product.

Additionally, it will help prepare your old device for recycling and ensures secure data removal. This process not only creates a smooth transition to a new device but also contributes to responsible and environmentally friendly disposal of your old device.