“Absolutely terrible!
Looks like the company policy is to defraud their customers. My son dropped his iPhone max and cracked the screen. We had it replaced at I-smash with a premium screen with a lifetime warranty + paid for an extra protective screen - £200 altogether. The screen stopped working 5 days after the “repair”. Went to Apple store who said that led element burnt due to poor quality of the screen installed. Now I-smash are refusing to honor the warranty and change the screen saying accidental damage is not covered, although there is no damage at all. I thought it's some rouge technician being silly, but customer service is telling me exactly the same thing. £200 waisted.
Avoid!!!”
“Phone was doing the same thing after hours of collecting it but worse… waited longer than time specified. Couldn’t get through to store to complain and rebook to be repaired properly before I dropped it accidentally dropped it so now have no proof this wasn’t working before the drop! Waste of £125 would’ve been better to take it to a local little shop for £75! 9 days ago..”
“Everything about ismash is terrible. I took an iPhone SE there to get the home button repaired. The miserable woman serving at the desk and advised that ismash could replace the button but it would lose fingerprint ID functionality. The The liar at the desk also said it would take 10-12 days for the button to arrive and, if I left my phone there, they would fix it immediately so overall it could take up to 2 weeks. She took a £20 deposit for £30 job which is already ridiculous at 66%. It’s now 3 weeks later with no update. I called and was told that the liar at the desk meant 14 working days (very odd) but on top of that there could be delays from the suppliers side. I have given up and decided to order a new phone because I doubt I’ll ever see the SE again and if I do, I DO NOT believe it will be in working condition. I hope someone sees this and saves themselves the trouble. I wouldn’t go back if they offered free repairs. One of the absolute worst customer experiences I’ve ever had.”
“I went to get my phone screen fixed and within a month the screen changed to random colours when I turned it on and my off button stopped working and the screen glitches randomly.”
“Lets start with the head technician who was very unprofessional. Yelling, rude, didn't do his job correctly, didn't test my phone, didn't even take my details.
In simple words they broke my phone and they asked me to pay full price as they use a small paragraph in their terms & conditions which blames everything on water damage.
DO NOT USE.
And head technician I hope you get fired.”
“I had the screen repaired on my iPhone XS a few months ago due to a screen bleed and opted for the premium service (which comes with a lifetime warranty and supposedly a better screen). Straight away the screen was less responsive than I was used to and occasionally glitched out for 20-30 seconds at a time (acting as though it was being touched when nothing was near it).
At the time of repair I wasn't told that my phone would no longer be waterproof, nor was that information provided in any of the written information I was given on the day. The online terms and conditions do state this, but it's not at all obvious.
As a result of my not knowing it was no longer waterproof, my phone has sustained water damage. The screen needs to be replaced again and the Face ID/front camera are both faulty and supposedly irreparable. I've contacted iSmash's head office and they have refused to accept any responsibility and will not even discount the screen replacement.
I understand it's in their terms and conditions that phones will no longer be waterproof, but feel strongly that this should be made much, much clearer. Hopefully this review will serve as a warning to anyone else considering using their screen repair service!
(The people working in the branch itself are wonderful and friendly and I have no issue with their service, just with head office’s policies!)”
“I used iSmash (High Street Ken and Westfield White City) for a MacBook Pro 2015 screen replacement. The parts us are very poor quality and the installation is even worse. This is my story:
* First replacement: I first the screen replacement made for my MacBook on 17 December 2019 at the Hight Street Kensington branch. I instantly noticed that the part that was used was refurbished because there were quite a few quite visible scratches on the lid. I was happy that the laptop was fixed and I didn’t complain.
* Second replacement: On 02 January 2020 I contacted iSmash because I saw a few dead pixels and some white spots on the new screen since the first day I had the replacement on 17 December (as stated above, the replacement part was scratched and obviously not new). I emailed the branch with pictures on 08 January 2020 and on the same day I was told that they ordered a new screen as a replacement under warranty. I got the screen replaced under the warranty on 18 January 2020.
* Third replacement: Few months after that, I noticed dead pixels and white spots on the screen again. I emailed the High Street Kensington branch on 08 September 2020 and I was told to bring the laptop for inspection to have it replaced under warranty. With the lockdowns I postponed visiting the branch and went to the branch on 17 December 2020. Upon examining the screen, the engineer working that day, Akram, stated that the screen needs replacing, he made an emergency request for the part to be replaced under warranty. I went to iSmash and had the replacement done on 23 January 2021. When picking up the laptop after the part replacement, upon examining the new display, I saw a large bright spot and let the engineer know. The engineer acknowledged the part is faulty and told me that he is going to request another part to replace it. When I got home I also noticed that the screen is not very bright and I saw large scratches on the bottom base cover that were created during the screen replacement near the bolts.
* Fourth replacement: On 28 February 2021, I went to the Westfield White City branch to have my screen replaced again under warranty. Prior to that, the communication was poor, I wasn't informed the part arrived, but received an email informing me the part reservation expired. I contacted Customer Services and they told me they still have the part and I should book an appointment. I did so, I got the replacement done, when testing it at the store I didn't see any white spots, but the WiFi didn't work at first, but after a few minutes I managed to visit google.com, so I left thinking that I finally finished dealing with iSmash. I got home, worked on the laptop for 1-2 hours and during that time I saw that the internet experience was very slow, I couldn’t watch any videos, websites with loads of images loading after many seconds. I have the screwdriver required by Apple products at home, so I unscrewed the back cover (at this point I saw a new set of scratches on the back cover near the bolts, a similar thing that happened during the previous visit), looked on YouTube where to locate the WiFi (antenna) cables and I saw that one of the WiFi cables was not attached. This is my work laptop and and this point I can barely use the WiFi. It doesn’t work for video calls, only for browsing websites. The laptop has no Ethernet cable port, so until fixing the laptop my work commitments will be affected. After doing research (see iFixit link about replacing the antenna cable), the Antenna (WiFi) cable needs replacing, the screen might need replacing as well. I’ve visited the store about 8 times, lost countless hours during the past 14 months dealing with iSmash for a replacement that they advise on their website that takes minutes to do.”
“Avoid this so called phone repair service!!!!
My phone came back in even worse condition than it originally was.
This was a waste of my valuable time.
Horrible customer experience.
Avoid avoid avoid”
“No idea what’s going on - sent my iPhone X to ismash, heard nothing. They then claimed to have sent me several emails which I didn’t receive and weren’t in my spam folder.
Then nothing. No further updates. No replies. No phone!
Then a refund - but with no explanation and no phone!
I assume they were unable to fix my phone but I have no idea since they haven’t told me.
Sort it out iSmash and at least return my phone and tell me what’s going on.”
“DO NOT USE THIS COMPANY!!
I took my iPhone 8+ phone for a new screen to be put onto it. I was having a day shopping at Meadowhall and used this branch. It took about an hour to complete and when I picked up back up everything seemed okay. On the journey back home to hull (where I am from an hour away from Meadowhall) I noticed that my speaker wasn’t working, I turned it on and off and tried everything. I couldn’t ring anyone as I couldnt hear them. I got home and the next day I rang the store and they apologised and said the only thing they could do was for me to bring it all the way back. An hour away! I told them that it would cost me more money in fuel and my time off work, they assured me that they would refund some of the money to make up for the petrol cost. A few days later I booked the time off work to go back to Meadowhall as I need my phone for my job and went back to the shop. When I got there they apologised and I mentioned some refund and they denied it and said it wasn’t possible anymore. They took my phone and after another hour I went back and collected it and again all seemed fine! As soon as I got home for the second time, the speaker AGAIN didn’t work!! I was fuming that I’d jus took a day off work unpaid to get there for me to not get a refund and for it still to be broken! Ever since having my screen repaired it has not been the same, it is slow, the keyboard sticks and doesn’t work on occasions and I still can’t ring anyone because my speaker still doesn’t work! Absolutely atrocious customer service! Please do not use”
“The iSmash website advertises that they deal with water damaged iphones so I took my 12 yr olds iphone to the iSmash store in Guildford after it had been dropped down toilet. Was charged £20 for what is described on their website as "diagnostic test which will show them what component has been damaged". I explained I could not get it to switch on. An hour after I paid the £20 I got a call and email to say they could not repair the phone as it was a logic board issue and they could not do this. (Their website also says they repair logic boards!). When asked specifically what was wrong with the logic board the guy said he didn't know as the phone wouldn't switch on! I had told him this at outset. Was ripped off £20. If you have a smashed screen they seem ok but don't bother if it's water damage. Should be reported to trading standards”
“Absolute garbage. Think very hard before you drop your phone into this licence to print money operation. TAKE PHOTOS of your phone if you can because they are unlikely to return it in the same condition you dropped it off in. Go to Timpsons, go back to manufacturer, anyone but these guys. They don't honour their warranties. Don't be fooled by the clinical look of the branches or the cutesy branding. I am disgusted by the service received.”
“Absolutely terrible experience. The Bristol branch ended up making my phone worst than before. Cracked my screen, came to iSmash to get it sorted, they quoted me £250 but to pay it via Klarna in 3 instalments. Gave me my phone back after a day and the sound didn't work but before cracking the screen, the sound was working perfectly fine. So they said that they will fit in a new speaker under warranty which they did...so why was it still not working after? They scratched my screen when they were fixing that also. They said that I can send it to their London office for £100 but I thought I am under warranty for the price I was paying? They also said that I can get a refund but they would reverse the repair - so put my old parts back. I chose that because i am not paying anymore money over this phone and to people who made it worse. They revered the repair and now my phone will NOT turn on. They said that the screen will be in better condition than before...so why is it not switching on? Absolutely ridiculous and a waste of time. Why employ people who cannot fix a phone and make it worse? Absolute cons.”
