“Not a good start, Claim authorised, email advised i could go to Marylebone so took the morning off and went, thinking i'd wait an hour or two locally then pick up. Nope. Instead wasted the morning for them to tell me they didn't have the part and it'd take a few days to be ordered. Why instruct customers in this way? Surely state in the email that the part might not be in stock so give them a call before you go down there? Complete waste of holiday, travel costs, and the technician restarted my phone leaving me unable to enter the pin and without a phone at all. Thanks. Now i gotta wait another 4 days and go back again. Not the best experience. Maybe consider reviewing your emails and making it clearer regarding (un)availability of parts.”
Hi Anthony, sorry to hear that you feel this way, however we do make it clear in the Important Information section of the Claim Authorisation Process of the email you would have received:
Under the heading:
'How long will a walk-in repair take to complete'?
"Walk-in repair information".
"We work hard to ensure that we have the parts necessary to complete the majority of repairs whilst you wait. Over 80% of our repairs are completed within 40 minutes".
Then it goes on to say:
"This is subject to parts availability, & may take longer at peak times. If you would like to check we can repair your device before you travel, please call the Phone Service Centre store you are visiting first".
We also include detailed information on backing up your device prior to your repair so that you can restore it to the settings you had prior to your repair under the 'How do I prepare my device for repair?' heading.
To have complete the Authorisation Process you would have had to have declared that you have read all of the relevant information by ticking the box marked:
"I have read & completed the important information above regarding my repair".
We're sorry to hear that you don't feel that the information provided is clear enough but this is the first complaint of this type on the matter.